Compare JIRA Service Desk and Freshdesk - Jun 2022

Shlomi Lavi

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Bottom Line: Which is Better - JIRA Service Desk or Freshdesk?

Freshdesk is more expensive to implement (TCO) than JIRA Service Desk, and Freshdesk is rated higher (94/100) than JIRA Service Desk (87/100). Freshdesk offers users more features (10) than JIRA Service Desk (0). There is a clear winner in this case and it is Freshdesk!

Looking for the right Help Desk solution for your business? Buyers are primarily concerned about the real total cost of implementation (TCO), the full list of features, vendor reliability, user reviews, and the pros and cons. In this article we compare between the two software products:

Atlassian Pty Ltd Vs. FRESHDESK INC.

Atlassian Pty Ltd: Software is everywhere – on our computers, our watches, our refrigerators. And the teams building software together – developers, product managers, doc writers, bug-bashers – are our heroes. Our products help teams of all sizes track and share everything, work smarter, and create better software together.We are 400 geeks, beer drinkers, nerf herder...

FRESHDESK INC.: Freshdesk was built ground-up to make your agents’ lives better. That is why you will find intelligent capabilities out-of-the-box, that automatically categorize, prioritize and dispatch your tickets, and even suggest the best solutions when you get one.

Who is more expensive? JIRA Service Desk or Freshdesk?

The real total cost of ownership (TCO) of Help Desk software includes the software license, subscription fees, software training, customizations, hardware (if needed), maintenance and support and other related services. When calculating the TCO, it's important to add all of these ”hidden costs” as well. We prepared a TCO (Total Cost) calculator for JIRA Service Desk and Freshdesk.

JIRA Service Desk price starts at $7.50 per user/month , On a scale between 1 to 10 JIRA Service Desk is rated 2, which is much lower than the average cost of Help Desk software. Freshdesk price starts at $15 per agent/month , When comparing Freshdesk to its competitors, the software is rated 2 - much lower than the average Help Desk software cost.

Bottom line: JIRA Service Desk cost is around the same cost of Freshdesk.

Which software includes more/better features?

We've compared JIRA Service Desk Vs. Freshdesk based on some of the most important and required Help Desk features.

JIRA Service Desk: We are still working to collect the list of features for JIRA Service Desk.

Freshdesk: Billing and Invoicing, Customer Survey, Email Integration, Knowledge Base/FAQ, LDAP/Active Directory Synchronization.

Target customer size

The usual users of JIRA Service Desk are those insmall businesses (1-20 employees), medium-sized companies (10-100 employees) and large enterprises (with more than 500 employees) in the Information and Technology (IT), Systems Management and other Information Provider industry, mainly those businesses engaging in the field of helpdesk, self-service portal, document and feedback management and CRM. Freshdesk works great for small to medium enterprises that think they need to rely on a cloud-based solution for their customer support.