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.
"I find the Kanban chart where we put each story in to be the most valuable feature. We use the Kanban chart to revise the project every morning in our five-minute meeting."
"Auditing team uses this solution to track audit findings and follow-up."
"The most valuable feature of this solution is that it is user-friendly."
"The most valuable features of JIRA Service Management are the service level agreement or management, and the ticketing system. Additionally, there are frequent updates that provide improvements."
"Service Management is great if you're an Atlassian shop already using JIRA for the development team and you want another tool for help desk ticketing. When it's all under the same umbrella, I can easily take a ticket from the help desk and move it to the development team. You can't beat that integration between two products."
"We have an Agile environment and using Jira makes it easy to adhere to Agile best practices."
"We use JIRA Service Management for tracking purposes, planning, and execution."
"The most valuable feature of JIRA Service Management is a plugin we are using for the front end for simple user forms."
"The initial setup is simple and straightforward."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"It's very convenient to use."
"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."
"It is a scalable solution."
"It's a very stable tool, very powerful."
"It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them."
"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."
"JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow."
"I think the performance can be better."
"The reporting function of this solution, particularly the filters in the portal, could be improved."
"If I need a new feature, JIRA requires me to pay for all users when only specific people use that add-on. I should not have to pay for everyone, so this is an area for improvement."
"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."
"Its UI is a bit overwhelming for new users. That has been the problem with Jira for a long time. If they could put some fields that we could use to simplify the UI, it would be good."
"It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"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."
"The dashboard could be better."
"It wasn't easy to set up so we're only using a third of all of the features,"
"The price of the solution should be reduced."
"It needs to improve in terms of its flexibility, price, and installation."
"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."
"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."
JIRA Service Management is ranked 2nd in Help Desk Software with 36 reviews while Zendesk is ranked 10th in Help Desk Software with 5 reviews. JIRA Service Management is rated 8.2, while Zendesk is rated 8.2. The top reviewer of JIRA Service Management writes "It lets you configure workflows and manage requests; it has a dashboard for monitoring". 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.
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.