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."The solution offers lots of information on the website to assist with technical queries. There are also many community sites to help you troubleshoot any problems."
"It makes the IT department more transparent and helps the employees."
"Customizations are most valuable. The customization of workflows is the main power of the Atlassian tools in general."
"The visibility features are great."
"Provides excellent management features."
"Jira Service Management has a workflow feature you can configure for your specific requirements. It also lets you efficiently manage service requests with team members."
"One of the valuable features is that an automatic response or action can be taken on tickets."
"The initial setup is pretty easy."
"Zoho Desk is very flexible, just like the other applications of Zoho."
"The deployment process is swift, typically taking just one day, and includes customization and automation setup."
"The most valuable features of Zoho Desk are archiving queries and analytics."
"It is a highly scalable solution. You can easily add more users through the portal within seconds."
"The product provides communication features like chats and calls."
"The solution doesn't have any bugs."
"The product is quite stable."
"Good at capturing online inquiries has portal functionality, and is very good at managing inbound customer inquiries."
"The solution needs to be integrated better with Office X5."
"During the updates, when another version gets released, whatever I am tracking at that time gets lost and I have to type it all over again."
"I don't think the program is very scalable."
"At times you will need add-ons or additional software, so built-in features would be helpful."
"Lacks an interface where the customer can report issues."
"There is no notification regarding language upgrades."
"If we can have an easier way to deploy this solution without the help of a consultant and a more reliable way of deploying procedures, it would be quite helpful."
"The customizations in Jira could be improved by being simplified. They are currently very complex."
"The solution should provide an option to autofill some values while creating tickets."
"There is room for improvement with the pricing."
"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."
"Zoho Desk lacks lookup fields for the layouts."
"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 urgently needs improvement in the display's night mode. When we use the system for a long time, it's very stressful for our eyes. I also need to see improvements that can help to find the assets under a previous owner."
"The solution could improve its stability and scalability."
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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