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 most valuable feature of JIRA Service Management is a plugin we are using for the front end for simple user forms."
"We use JIRA Service Management for tracking purposes, planning, and execution."
"Easy to use and user-friendly."
"In Jira Service Management, the most beneficial features are process improvement, workflows, and escalations."
"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."
"The customer portal with connection with our knowledge base has been most valuable."
"This is a flexible tool for logging and tracking issues efficiently."
"The most valuable feature of this solution is that it is user-friendly."
"It is a highly scalable solution. You can easily add more users through the portal within seconds."
"The solution doesn't have any bugs."
"The deployment process is swift, typically taking just one day, and includes customization and automation setup."
"The tool's UI is very user-friendly. The solution's workflow is flexible and we can create our workflows. We can assign and create groups with the tool. We are also able to control the privileges with the tool."
"Good at capturing online inquiries has portal functionality, and is very good at managing inbound customer inquiries."
"It is a scalable platform."
"The most valuable feature of Zoho Desk is the parent and child task management feature."
"The integration part is a valuable feature in the solution, especially if we're talking about Zoho One solution. Zoho Desk is easy to integrate with Zoho platform."
"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."
"The deployment can be a bit complex, especially for those who are not technical."
"JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow."
"They need to work on the speed of Jira."
"It is pretty complex to move between the test environment and the production environment. There is potential for improvement."
"It is difficult to navigate if you don't have any prior knowledge."
"The price is a point of contention for me. It does overall work out as a significant amount of money that will be spent over a shorter period of time."
"The performance in cloud service management could be improved."
"Could have slightly better integration between additional functionalities in the Zoho desk."
"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."
"Zoho Desk needs to be enhanced to support IT service management policies."
"There is room for improvement in customer service and support. It could be more knowledgeable."
"I would want Zoho Desk to integrate Zoho CRM, Zoho SalesIQ , and Zoho Campaigns."
"The solution could improve its stability and scalability."
"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."
"Zoho Desk lacks lookup fields for the layouts."
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, Freshdesk, BMC Helix ITSM and Device42, whereas Zoho Desk is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshservice, Freshdesk and ManageEngine SupportCenter Plus. See our JIRA Service Management vs. Zoho Desk report.
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