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.
"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."
"Two features I like about Jira are its ticketing system and its compatibility with Confluence. Also, the Knowledge Base is one of the more valuable features that would really benefit us."
"JIRA Service Management is a very user-friendly solution."
"The dashboards in Jira have been the most useful feature."
"The initial setup is easy and straightforward."
"JIRA helps integrate Kanban Board features and for this reason what it does it does well."
"Auditing team uses this solution to track audit findings and follow-up."
"Jira gets the basics right in terms of the product backlog and a scrum board teams can use to manage sprint backlogs."
"It is a scalable solution."
"It's a very stable tool, very powerful."
"It's very convenient to use."
"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."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"The initial setup is simple and straightforward."
"Zendesk Support has a lot of good APIs."
"There is room for improvement in support."
"The customizations in Jira could be improved by being simplified. They are currently very complex."
"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."
"Field addition and removal features are not very intuitive in JIRA Service Management."
"With Jira, we were unable to implement time-based automation in its ticketing system. We would like a feature where we can define tickets based on severity, then tickets are automatically escalated to the next level after a set period of time if they go unanswered."
"There should be better connections with access management. They should improve the connectivity."
"Every time there's a problem with JIRA Service Management, you have to have a look at how to solve it, and there's always a feature request or the feature request on the solution is too large and the development cycles are too slow."
"This solution lacks features for project management."
"The price of the solution should be reduced."
"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."
"It needs to improve in terms of its flexibility, price, and installation."
"One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data."
"The solution itself wasn't easy to set up."
"The support team is time-consuming, and they don't find the answer to our problem."
"It wasn't easy to set up so we're only using a third of all of the features,"
"You couldn't give administrative access to new hires."
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.
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.