VersusFreshdesk vs JIRA: a detailed comparison for customer support

Freshdesk vs JIRA: a detailed comparison for customer support

Freshworks made the Freshdesk customer service and help desk software. It is made to streamline and automate customer service operations, making it easier for businesses to handle customer questions, problems, and support tickets and find solutions. Freshdesk gives you a single place to manage all of your customer communications apps, including email, phone, chat, and social media. It has features like ticket management, service level agreement (SLA) management, knowledge base management, automation workflows, collaboration tools, and reporting and analytics.

Freshdesk wants to make customers happier by giving support teams the tools and resources they need to help customers quickly and well. Atlassian made the software JIRA, which is used by many people to track issues and manage projects. It gives you a solid place to manage tasks, keep track of progress, and work together on projects. Agile software development methods like Scrum and Kanban are the main focus of JIRA, but it can also be used to manage other types of projects.

It lets you create and organize issues, assign tasks, set priorities, track workflows, and see the progress of a project through boards and dashboards that you can customize. JIRA works well with development and collaboration tools, so teams can use it to plan, track, and finish projects quickly. Teams can change JIRA to fit their own workflows and processes because it is flexible and has a lot of ways to change it.

Freshdesk vs JIRA: Comparison Table

Primary UseCustomer support and helpdesk softwareIssue tracking and project management software
Ticketing SystemYesYes
Service Level AgreementsYesYes
Knowledge BaseYesYes
AutomationWorkflow automationAdvanced workflow automation
CollaborationTeam collaboration featuresTeam collaboration features
ReportingCustomizable reports and dashboardsCustomizable reports and dashboards
IntegrationsWide range of integrations with popular business toolsExtensive integration options with various third-party tools
CostMultiple pricing plans available, starting from freeMultiple pricing plans available, depending on the deployment type
Mobile AppsiOS and AndroidiOS and Android
Agile Project ManagementLimited functionalityRobust Agile project management features
CustomizationLimited customization optionsHighly customizable to fit various workflows and requirements
ScalabilitySuitable for small to medium-sized businessesSuitable for small to enterprise-level businesses
Official LinkVisit WebsiteVisit Website

Freshdesk vs JIRA User interface

Freshdesk vs JIRA

The user interfaces of Freshdesk and JIRA differ because they were designed for various purposes. Most customer service and help desks use Freshdesk. It has an easy-to-use interface with a focus on ticket management. It gives support agents a clean, well-organized dashboard where they can easily see and prioritize tickets, keep track of conversations with customers, and look up articles from the knowledge base. The interface encourages collaboration among team members and makes it easy for them to talk to each other and share information.

On the other hand, the user interface of JIRA is made for tracking issues and managing projects. It has a more complete and feature-rich interface that meets the needs of development and project management teams. JIRA has a lot of features for making and managing issues, keeping track of progress, and seeing workflows. Users can set up and customize different parts of projects, such as issue types, fields, and workflows, using the interface.

Both Freshdesk and JIRA try to make their interfaces easy to use, but their main use cases affect how they are designed and what they focus on. Freshdesk focuses on being easy to use and easy to access for customer service agents, while JIRA focuses on giving development and project management teams advanced features and customization options. In the end, the choice between the two would depend on what the organization or team using the software wants and needs.

Freshdesk vs JIRA Features

Freshdesk is mostly about customer service and managing help desks. It has a full ticketing system that makes it easy for businesses to handle questions, problems, and requests from customers. You can set up service level agreements (SLAs) with Freshdesk to make sure that responses and problems are taken care of quickly. It also has a knowledge base where you can create and store articles to give customers the power to help themselves.

Freshdesk lets you automate your workflow, which lets you speed up and simplify tasks that you do often. Collaboration features make it possible for teams to work together, share information, and solve customer problems as a group. Freshdesk also has customizable reports and dashboards that let you track key metrics and learn more about how your customer support is doing.

On the other hand, JIRA is a powerful tool that is mostly used to track issues and manage projects. It is great for managing agile projects because it has many features for creating and managing issues, assigning tasks, tracking progress, and seeing workflows. JIRA works with advanced agile methods like Scrum and Kanban.

Boards, sprints, and backlogs can be changed to help plan and carry out projects. It has a lot of ways to customize it, so you can set up issue types, fields, and workflows to work with your own processes. JIRA also integrates with a wide range of other development and collaboration tools, making it more useful and allowing for smooth workflows.

Freshdesk vs JIRA Customization

Freshdesk vs JIRA

When it comes to customization, JIRA is better than Freshdesk because it has more ways to change the software to fit different workflows and needs. Users can set up their own issue types, fields, and workflows in JIRA, which is a highly customizable environment. This is especially helpful for software development teams that have their own ways of doing things and terms.

You can make custom fields in JIRA to store data that is important to your projects and issues. You can also make custom workflows that match the processes and stages of work used by your team. With JIRA’s flexible configuration options, you can change the software to fit the way you work, whether that’s Scrum, Kanban, or a mix of the two.

You can also change how dashboards, boards, and project views look in JIRA’s user interface. You can move and change these parts to show the information that is most important to the way your team works.

Freshdesk does allow for some customization, but its options are not as many as those of Zendesk. Users can change the look of ticket fields, email templates, and articles in the knowledge base so that they match their branding and support processes. But you can’t customize Freshdesk as much as you can with JIRA.

Freshdesk: Pros and Cons


  • User-friendly interface and easy to use.
  • Collaboration tools for team communication and collaboration.
  • Customizable reports and dashboards for performance tracking.


  • Limited customization options compared to JIRA.
  • Primarily focused on customer support and may lack advanced project management features.
  • May not be suitable for complex development projects.

JIRA: Pros and Cons


  • Agile project management features for Scrum and Kanban methodologies.
  • Highly customizable dashboards and boards.
  • Suitable for both software development and other project management needs.


  • Steeper learning curve compared to Freshdesk.
  • May have more features than needed for simple customer support requirements.
  • Higher cost compared to Freshdesk in some cases.

Which one should you consider?

Freshdesk is a customer support and helpdesk software that makes it easy to handle customer questions and help them quickly. On the other hand, JIRA is software for tracking issues and managing projects. It works best for agile development teams. While Freshdesk focuses on customer service features, JIRA is great at making workflows and managing projects. Which one you choose depends on whether you need features for customer support or features for project management.


Why Freshdesk is better?

Freshdesk has a free plan that lets you have up to 10 customer service agents. This makes it a good choice for small businesses on a budget. It also comes with the ability to turn your agents’ daily tasks into games, so you can get them to do better.

Is Freshdesk a ticketing tool?

In Freshdesk, customer problems can come from any channel and be turned into tickets.

Amy Hinckley
Amy Hinckley
The Dell Inspiron 15 that her father purchased from QVC sparked the beginning of her interest in technology. At Bollyinside, Amy Hinckley is in charge of content editing. Emma's interests outside of working include going for bike rides, playing video games, and watching football when she's not at her laptop.
You may also like
- Advertisment -