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Most Helpful Review
Find out what your peers are saying about JIRA Service Management vs. Zendesk Guide and other solutions. Updated: July 2021.
523,431 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
"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.""This is the most complete and versatile enterprise task management product and issue tracker.""The solution offers lots of information on the website to assist with technical queries. There are also many community sites to help you troubleshoot any problems.""The customization is the most valuable aspect of the solution. I can customize full workflows. It's very flexible. We can use mail if we want to open requests as well.""I like the history, the dimensioning, and how I can configure a space based on my preferences or the project circumstances.""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 helps integrate Kanban Board features and for this reason what it does it does well."

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"The product offers very good management. It has a great ability to assign tickets based on content.""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."

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Cons
"JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow.""I don't think the program is very scalable.""Integration possibilities with other products that are not Atlassian would be helpful. Support should also provide separate installation guides for each product even though they are easy to install.""Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive.""The solution should be more formalized. It could be more user-friendly.""During the updates, when another version gets released, whatever I am tracking at that time gets lost and I have to type it all over again.""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.""If JIRA were more of a substantial stand-alone product that covered more needs for project management, we wouldn't be using a suite of products."

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"The solution itself wasn't easy to set up.""It wasn't easy to set up so we're only using a third of all of the features,"

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Pricing and Cost Advice
"But about the plugins, I found one plug-in — its name is Actionable Metric I think — and it is $3000. That is very expensive for users in Iran.""Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free.""It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain.""We may upgrade the license that we have. The license that we currently have is good for 500 agents, and it's not full yet.""The pricing is free for us because we are an associate partner for the product.""Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests, which have a $10 a month flat rate, so right now, it is $10 a month. There are lots of add-ons. They do a free version, a standard version, and a premium version. In the last company, we started on $50 a month. By the time I left, we were paying $4,500 a month. That was mainly because we had 100 users on Confluence. I bought an add-on for Jira software for which we had 10 users, and that was $5 per user per month. It was costing me $500 a month, whereas it should only be $50 a month. I don't know if licensing fee has changed. I'd like our whole company to use it, but the big problem is the licensing because the Confluence side is what is really useful, but if I add 30 users to Confluence and then buy an extension for Jira software, I've got to pay for 30 licenses, even though I've only got two users in Jira software. It is the one big disadvantage of cloud software. You always have to pay for the number of seats regardless of which product you are on. This will probably severely limit how many people would use it because I'm not going to start paying $10 per user per month for a Jira software add-on when there are only two people using it.""We need a license because we have a higher number than the free part.""The pricing is very competitive and I think that it is okay."

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"We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."

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Questions from the Community
Top Answer: The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I… more »
Top Answer: Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests… more »
Top Answer: 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… more »
Top Answer: The licensing is yearly and it's less than 30 grand, I believe. We had a lot of things that were grandfathered in, so we were using a lot of things - Zendesk Guide Professional, Zendesk Explore… more »
Top Answer: In terms of what could be improved, it was not easy to set up so we're only using a third of all of the features, and we wanted something that was easier to configure and set up. I asked my director… more »
Ranking
Views
8,619
Comparisons
7,076
Reviews
18
Average Words per Review
601
Rating
7.8
Views
2,988
Comparisons
2,642
Reviews
2
Average Words per Review
1,464
Rating
7.0
Popular Comparisons
Also Known As
JIRA Service Desk
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Overview

Jira Service Management empowers teams with everything they need to get started fast. Check out capabilities for ITSM practices like request, incident, problem, change, and configuration management.

Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. More than 94,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com.

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Sample Customers
mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Shopify, Adroll, Redfin, Moo, Foursquare, Modcloth, We Pay, Republic Wireless, Wharton Univeristy of Pennnsylvania
Top Industries
REVIEWERS
Computer Software Company45%
Retailer18%
Transportation Company9%
Insurance Company9%
VISITORS READING REVIEWS
Computer Software Company27%
Comms Service Provider22%
Financial Services Firm7%
Government7%
REVIEWERS
Computer Software Company27%
Financial Services Firm14%
Construction Company9%
Non Profit9%
VISITORS READING REVIEWS
Computer Software Company30%
Comms Service Provider24%
Government6%
Educational Organization4%
Company Size
REVIEWERS
Small Business60%
Midsize Enterprise12%
Large Enterprise28%
REVIEWERS
Small Business42%
Midsize Enterprise40%
Large Enterprise19%
Find out what your peers are saying about JIRA Service Management vs. Zendesk Guide and other solutions. Updated: July 2021.
523,431 professionals have used our research since 2012.

JIRA Service Management is ranked 2nd in IT Service Management (ITSM) with 18 reviews while Zendesk Guide is ranked 12th in IT Service Management (ITSM) with 2 reviews. JIRA Service Management is rated 7.8, while Zendesk Guide is rated 7.0. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of Zendesk Guide writes "Good SLA options and reporting features but is not easy to set up". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, IBM Maximo, BMC Helix ITSM and PagerDuty, whereas Zendesk Guide is most compared with ServiceNow, Atlassian Confluence, TeamViewer Servicecamp, TOPdesk and Freshdesk. See our JIRA Service Management vs. Zendesk Guide report.

See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.

We monitor all IT Service Management (ITSM) 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.