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."What I really like about this solution, is how it manages the queues, the tickets and the routing."
"The flow of the reports is good."
"Provides excellent management features."
"JIRA SD also helps for much better feedback on the work being done. All colleagues can see what is happening."
"It's easy to set up the solution."
"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."
"One of the main advantages of JIRA is that it can be customized for our solutions. I live in Iran and we translated some parts of it into Persian and customized it with extra features. We hid other features to customize it right to the point. We provide this solution for our customers."
"Jira Service Management is flexible. It is easy to navigate without requiring extra learning. The user experience has been good."
"The solution doesn't have any bugs."
"The product is quite stable."
"The most valuable features of Zoho Desk are archiving queries and analytics."
"Zoho Desk is very flexible, just like the other applications of Zoho."
"It is a highly scalable solution. You can easily add more users through the portal within seconds."
"The product has a lot of features."
"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 ticketing feature is very easy to use, compared to other systems."
"A lot of users have said that they want a feature that was on the on-prem version of Jira and the vendor can't deliver. They're either unwilling or unable to give feature parity."
"In-built chat is missing in JIRA Service Management."
"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."
"Lacks an interface where the customer can report issues."
"Currently lacks an asset management module that can affect deployment."
"What needs to be added in Jira Service Management is the user screen. You'll find it very weird if this is your first time using the solution. The user-friendliness of its interface needs improvement."
"When you raise a ticket with Jira, there's no ability to see your other JIRA tickets."
"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."
"I would like to have integrated support, and integration between the ticketing tool and the project management tool."
"I would want Zoho Desk to integrate Zoho CRM, Zoho SalesIQ , and Zoho Campaigns."
"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."
"The solution could improve its stability and scalability."
"There is room for improvement with the pricing."
"The solution needs to have more customization on alerts and notifications."
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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