We compared JIRA Service Management and Zendesk across several parameters based on our users' reviews. After reading the collected data, you can find our conclusion below:
Ease of Deployment: Opinions on the initial setup of JIRA Service Management vary. Some users found it uncomplicated, while others found it to be more complex and time-consuming. Zendesk's setup process was considered to be straightforward and effortless.
Features: JIRA Service Management is praised for its ticketing system, compatibility with Confluence, customization options, and reliable performance. Zendesk is highly regarded for its flexibility, strong security measures, user experience, and collaborative features.
Room for Improvement: Jira Service Management could add customization options, improve its time-based automation, and enhance the integration of its modules and DevOps tools. Zendesk could offer better asset centralization and implement an image-resizing tool. Users would like a better knowledge base and more analytics.
Pricing: JIRA Service Management is generally considered to be reasonably priced, but some users say the solution can become expensive when scaling up. Zendesk is considered expensive, particularly for the Enterprise plan. Users noted that additional services require extra payment and have suggested reducing the overall price.
ROI: JIRA Service Management provides financial advantages, reduced communication volume, improved productivity, enhanced transparency, and cost-effectiveness. Zendesk minimizes customer inquiries and delivers immediate ROI for small businesses.
Service and Support: JIRA Service Management users reported mixed experiences with technical support, whereas Zendesk's support is generally deemed satisfactory, with prompt response times.
Comparison Results: JIRA Service Management earned high marks for its ticketing system and user-friendly interface. Zendesk is praised for its customizability and robust security. The pricing of JIRA Service Management has received mixed reviews, with some finding it reasonable and others suggesting it could be more affordable, whereas Zendesk is considered expensive by certain users. The customer service and support for both products have received mixed feedback.
"The most valuable features of this solution are Incident and Request Management."
"The automation feature in JIRA Service Management is beneficial, and that's yet to be available in ServiceNow. ServiceNow doesn't have the flexibility to automate processes."
"The initial setup is pretty easy."
"This solution has helped us a great deal in project management tracking and forecasting."
"It is much more controlled and allows for different kinds of customization that we can plan and implement based on the project requirements."
"JSM's best feature is the integration with other Jira products."
"The dashboards in Jira have been the most useful feature."
"One of the best features is that I can share tickets with team members, at which point any team member is able to pick one up and work on it."
"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."
"It is a scalable solution."
"The initial setup is simple and straightforward."
"We rarely had issues with Zendesk."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"It's very convenient to use."
"The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal."
"Zendesk Support has a lot of good APIs."
"JSD has some analytics, but it's pretty much basic and simple dashboards. There's no mobile application for JSD. It really would benefit from better implementation with other vendors. We're heavily reliant on some external marketplace applications."
"I would like to see improvement in the ability to filter completed tasks."
"It is difficult to navigate if you don't have any prior knowledge."
"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."
"This solution lacks features for project management."
"Lacks an interface where the customer can report issues."
"From the customer side, it's not friendly used compared to other competitors, like ServiceNow or BMC. It's also not fully ITSM management if you compare it with ServiceNow or BMC. They have a full model of ITSM. In BMC they have TrueSight, they have Discovery, which helps IT to discover IT equipment with a serial number, with the specs, capacity of the server."
"In the Turkish market, the biggest problem is that they are looking for a server type of solution, but when it comes to Jira Service Management, Atlassian is a remote type of license. There are just two different options, data center and cloud."
"The solution itself wasn't easy to set up."
"The price of the solution should be reduced."
"The support team is time-consuming, and they don't find the answer to our problem."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data."
"Zendesk Guide's customization could be improved. I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple."
"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."
"Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it."
JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews while Zendesk is ranked 10th in Help Desk Software with 57 reviews. JIRA Service Management is rated 8.2, while Zendesk is rated 8.2. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, BMC Helix ITSM and IBM Maximo, whereas Zendesk is most compared with ServiceNow, Atlassian Confluence, Freshservice, Microsoft Dynamics CRM and Moveworks. See our JIRA Service Management vs. Zendesk report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
