We performed a comparison between JIRA Service Management and Zoho Desk based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."There are two things that I value very much about this product. One is the service levels management – the SLA agreement management part of it – and knowledge management."
"JIRA helps integrate Kanban Board features and for this reason what it does it does well."
"Compared to other solutions, Jira Service Management is really reasonable regarding price and speed."
"I find the Kanban chart where we put each story in to be the most valuable feature. We use the Kanban chart to revise the project every morning in our five-minute meeting."
"It's easy to set up the solution."
"Service Management is great if you're an Atlassian shop already using JIRA for the development team and you want another tool for help desk ticketing. When it's all under the same umbrella, I can easily take a ticket from the help desk and move it to the development team. You can't beat that integration between two products."
"In Jira Service Management, the most beneficial features are process improvement, workflows, and escalations."
"Some of the most valuable features are simplicity, ease of configuration, and ease of customization."
"The tool has made support very flexible and strong. We can use chat boxes and auto-responses. If someone creates a ticket, it will be created in Zoho Desk's ticket module. We can get emails and respond to them within the product. We don't need a support email product to manage emails. We can easily manage it within Zoho Desk. The tool's interface is good since it updated the layout three months ago and the current interface is more effective."
"The solution doesn't have any bugs."
"It is a highly scalable solution. You can easily add more users through the portal within seconds."
"The most valuable features are that it's user-friendly, you can customize it the way you want it, and it is very easy to use. You don't need anybody else to configure it."
"The product is quite stable."
"The product provides communication features like chats and calls."
"The most valuable features of Zoho Desk are the user interface, pricing, and how they customize the solution for us."
"Zoho Desk is very flexible, just like the other applications of Zoho."
"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."
"I think the performance can be better."
"There is room for improvement in support."
"This solution lacks features for project management."
"The documentation needs improving, it's difficult to find specific procedures."
"The customizations in Jira could be improved by being simplified. They are currently very complex."
"I rate Atlassian support two out of 10. It takes a lot of time to reach them and get ahold of someone who understands my problem enough to provide a solution. Also, I live in Israel, so my work week is Sunday through Thursday, but I can only contact them from Monday to Wednesday."
"I don't think the program is very scalable."
"There is room for improvement in customer service and support. It could be more knowledgeable."
"Sometimes support is available according to their time slots and they can't fulfill everything I need them to. They give us a time slot but it's not always enough."
"The solution could improve its stability and scalability."
"Zoho Desk needs to be enhanced to support IT service management policies."
"Sometimes, the solution has some email issues in a new data center."
"They could enhance the product’s features to customize the automated email responses."
"I would like to have integrated support, and integration between the ticketing tool and the project management tool."
"There is room for improvement in terms of integration."
JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews while Zoho Desk is ranked 6th in Help Desk Software with 19 reviews. JIRA Service Management is rated 8.2, while Zoho Desk is rated 8.4. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of Zoho Desk writes "End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and Freshservice, whereas Zoho Desk is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshservice, Freshdesk and Spiceworks. See our JIRA Service Management vs. Zoho Desk report.
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