Freshdesk vs JIRA

May 26, 2023 | Author: Sandeep Sharma
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Freshdesk
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.
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JIRA
JIRA provides issue tracking and project tracking for software development teams to improve code quality and the speed of development. Combining a clean, fast interface for capturing and organising issues with customisable workflows, OpenSocial dashboards and a pluggable integration framework, JIRA is the perfect fit at the centre of your development team.
Freshdesk and JIRA are two popular software tools that serve different purposes in managing business operations. Freshdesk is primarily a customer support and help desk solution, while JIRA is a powerful project management and issue tracking tool.

Freshdesk offers a comprehensive set of features to streamline customer support processes, including ticket management, automation, knowledge base management, and multichannel support. It enables businesses to efficiently handle customer queries, track ticket status, and provide timely resolutions. Freshdesk's user-friendly interface and collaboration tools make it a preferred choice for teams focused on delivering exceptional customer service.

On the other hand, JIRA is designed for project management and issue tracking. It allows teams to plan, track, and manage projects, tasks, and issues throughout the entire development process. JIRA provides a robust set of features, including customizable workflows, agile project management, task tracking, and comprehensive reporting. It is commonly used by software development teams to manage and prioritize their work, track bugs, and collaborate effectively.

See also: Top 10 Helpdesk software
Freshdesk vs JIRA in our news:

2023. Atlassian brings an AI assistant to Jira and Confluence



Atlassian has introduced Atlassian Intelligence, an AI-powered 'virtual teammate' that utilizes the company's proprietary models and OpenAI's large language models to create customized teamwork graphs. This technology enables various functionalities, such as AI-generated summaries in Confluence and test plans in Jira Software, as well as the rewriting of responses to customers in Jira Service Management. Atlassian Intelligence provides users with a chatbox similar to Chat-GPT, which is deeply integrated into different products and allows for the referencing of specific documents. For instance, to generate a summary of action items from a recent meeting, users can link the document with the transcript and request the summary inside Confluence. The tool then generates a list of decisions and action items from the meeting.


2022. Atlassian acquires Percept.AI



Atlassian has recently completed the acquisition of Percept.AI, an artificial intelligence (AI) company known for its automated virtual agent support solution—a chatbot that utilizes a proprietary AI engine for natural language understanding. The intention behind this acquisition is to integrate the advanced virtual agent technology into Jira Service Management, Atlassian's IT service management tool aimed at improving service delivery for both employees and customers. Percept.AI's platform, driven by data-driven proprietary technology, possesses the remarkable capability to continuously learn from customer interactions, while ensuring that every member of your team maintains full control over the AI agent's behavior and voice. This strategic move by Atlassian aims to enhance their service management offerings by leveraging AI-powered virtual agent capabilities.


2021. Atlassian launches Jira Work Management for every team



Atlassian has made an announcement regarding the introduction of a new edition of its project management tool, Jira, called Jira Work Management. The company has been actively expanding Jira's reach beyond its origins in software development teams. While Jira Service Management has successfully catered to IT teams, Jira Core has also made progress in this direction. However, Jira Work Management takes this a step further and is positioned to replace Jira Core. The objective behind Jira Work Management is to provide a version of Jira that empowers teams in various domains such as marketing, HR, finance, design, and more to efficiently manage their work. Moreover, if required, these teams can seamlessly connect their work with that of a company's development teams.


2020. Atlassian acquires asset management company Mindville



Atlassian has made an announcement regarding its recent acquisition of Mindville, an enterprise asset management provider focused on Jira. This acquisition marks Atlassian's entry into a new market segment, as it adds asset management tools to its existing suite of services. Mindville Insights, the flagship product of Mindville, enables tracking of assets across various departments such as IT, HR, sales, legal, and facilities within a company. While the platform is asset-agnostic, it is expected that many companies within Atlassian's user base will utilize it primarily for tracking IT assets such as servers and laptops. In addition to physical assets, the service also supports automatic importing of cloud-based servers from providers like AWS, Azure, and GCP. The Mindville team has developed connectors to integrate with popular services like ServiceNow and Snow Software. Notable customers of Mindville include NASA, Spotify, and Samsung, among others.


2020. Freshworks acquires AnsweriQ



Customer engagement platform Freshworks has completed the acquisition of AnsweriQ, a startup specializing in AI tools for self-service solutions and agent-assisted use cases. The primary objective of this acquisition is to enhance customer service efficiency by providing quick and accurate answers to customers. AnsweriQ's AI tools cater to both Freshworks users and customers of competing products. AnsweriQ will continue operating its existing product lineup for the time being, while Freshworks aims to eventually transition these users to its own platform. Additionally, Freshworks plans to integrate AnsweriQ's technology into its Freddy AI engine, further augmenting its capabilities.


2019. Freshworks raises $150M Series H on $3.5B valuation



Freshworks, a leading provider of SaaS helpdesk and CRM software, has recently secured a significant $150 million Series H investment, valuing the company at an impressive $3.5 billion. In addition to this funding, Freshworks has unveiled a new comprehensive data platform called the "Customer-for-Life Cloud," which seamlessly integrates across all its tools. This unified platform encompasses various aspects of the customer journey, including marketing, sales, support, and customer success. By consolidating data into a common model, businesses utilizing Freshworks gain a holistic view of the entire customer lifecycle. Since its launch in 2010, Freshworks has witnessed substantial growth and currently employs nearly 2,500 professionals. With this latest investment, the company is poised for further expansion. Freshworks boasts a global customer base of 250,000, with nearly 40,000 of them being paying customers. Renowned brands such as Bridgestone Tires, Honda, Hugo Boss, Toshiba, and Cisco are among Freshworks' valued clientele.


2018. Jira Cloud gets Trello-inspired redesign


Earlier this year, Atlassian introduced the latest iteration of its hosted project tracking tool, Jira Software. This release signifies a significant division between the hosted version of Jira, hosted on AWS, and the self-hosted server version, with Atlassian now focusing on distinct features for each. The new version of Jira boasts a fresh, Trello-inspired interface and introduces enhanced functionality that empowers teams with a more flexible workflow, reducing reliance on administrators and granting greater autonomy. One notable feature that Atlassian takes pride in is roadmaps, which enables teams to gain a comprehensive view of their projects. Similar to boards, modifying the roadmap is effortless as it simply involves dragging and reassigning larger work segments, referred to as "epics" in Agile terminology, to different dates.


2018. Atlassian launches Jira Ops for managing incidents



Atlassian has introduced a new edition of its flagship product, Jira, designed to enhance the efficiency and speed at which operations teams handle incidents. Jira Ops seamlessly integrates with various tools including OpsGenie, PagerDuty, xMatters, Statuspage, Slack, and others. While many teams already utilize these tools during service disruptions, Atlassian highlights the prevalent ad hoc approach employed by most companies in managing incidents. Jira Ops aims to serve as the cohesive element that ensures alignment and offers comprehensive visibility into ongoing incidents. With Jira Ops, when an incident occurs, users have a centralized location where they can access all relevant information. This includes details on who has been notified and alerted, the ability to notify additional individuals directly from the platform, and knowledge of the Slack channel dedicated to discussing the incident. Additionally, Atlassian has acquired OpsGenie for $295 million, further strengthening its incident management capabilities.


2017. Freshdesk acquires chatbot startup Joe Hukum



Help desk service Freshdesk has made an acquisition of Joe Hukum, a startup based in India that specializes in providing a platform for businesses to create their own chatbots. Originally known as Speedy, Joe Hukum initially focused on developing its own personal assistant/concierge app to assist users in ordering goods and services. However, the company later shifted its focus to offer its platform as a service for building chatbots tailored to the needs of other businesses. Joe Hukum's knowledge tree coding is designed to automate sales, service, and support workflows. As part of the acquisition, the startup's team will utilize Freshworks' existing products to create chatbots, thereby enabling Freshdesk to differentiate itself from alternative services. This deal reflects the ongoing interest in chatbots within the customer support realm. Companies are seeking more efficient and cost-effective methods to provide essential information and assistance to their customers, and many see chatbots as a viable solution. Despite being in the early stages of development, the chatbot industry continues to evolve rapidly.


2017. Freshdesk acquired data integration startup Pipemonk



Freskdesk has recently completed the acquisition of Pipemonk, a startup based in Bangalore. Pipemonk specializes in facilitating the seamless transfer of data between various cloud applications, including CRM, eCommerce, marketing, and help desk services. This acquisition holds significant importance for Freshdesk, whose core product offerings revolve around customer service and help desk solutions. Pipemonk offers more than just a generic data automation capability; it presents practical benefits in-house by consolidating the diverse array of services that Freshdesk has acquired during its series of strategic acquisitions over the past 16 months.

Author: Sandeep Sharma
Sandeep is a marketing expert with a wealth of knowledge in various domains: customer relationship management, social media management, advertising, search engine optimization, website building, Sandeep has established himself as a multifaceted professional. He honed his skills while working at Salesforce and Hubspot, where he gained invaluable insights into the industry. Now, as the proud owner of a small advertising consulting agency, Sandeep continues to provide innovative and effective strategies to businesses, helping them thrive in the competitive landscape of digital marketing. You can contact Sandeep via email sandeep@liventerprise.com