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 SLA, speed, the comments from agents' side, and the dashboard for agents are the most valuable features."
"JIRA SD also helps for much better feedback on the work being done. All colleagues can see what is happening."
"This service management solution has a good user interface. It helps improve your IT request requirements and makes tracking requests easier."
"This solution has helped us a great deal in project management tracking and forecasting."
"What I really like about this solution, is how it manages the queues, the tickets and the routing."
"The initial setup is pretty easy."
"Developing processes is easy and user-friendly."
"It's easy to set up the solution."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"It is a scalable solution."
"I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions."
"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."
"We rarely had issues with Zendesk."
"It's very convenient to use."
"Zendesk Support has a lot of good APIs."
"The stability has been very good."
"SaaS version for large organizations (more than 2000 users) is not available."
"An improvement they could add is a better management dashboard. We only use the dashboard for the administration mode. We have a dashboard that reports the state of bugs or requirements. However, customers can only view requests that they made. We are not able to share a dashboard with our manager level customers to show them all of the requests in a quick dashboard."
"JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow."
"JSM's ability to handle large volumes of emails isn't great."
"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."
"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."
"The interface could always be updated and improved."
"JIRA Service could benefit from improvements to its voice support."
"The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay."
"You couldn't give administrative access to new hires."
"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."
"The support team is time-consuming, and they don't find the answer to our problem."
"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."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"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."
"As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests."
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, BMC Helix ITSM, Freshdesk and Freshservice, 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.
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