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."Great to be able to create customized forms."
"Provides excellent management features."
"The platform is easy to use."
"The initial setup is straightforward."
"It scales well."
"It has improved our work in a number of ways. First, it has made everything much faster. Before Jira Service Management, it could take weeks to resolve a ticket."
"The stability of JIRA Service Management is good."
"The initial setup is easy and straightforward."
"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 most valuable features of Zoho Desk are archiving queries and analytics."
"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 is easy."
"The most valuable feature of Zoho Desk is the parent and child task management feature."
"The most valuable feature of generating the ticket through the web form and for the e-mailers. So, if you are facing any issues, by the ticket, you can generate the issue in Google Test."
"It is a highly scalable solution. You can easily add more users through the portal within seconds."
"Zoho Desk is very flexible, just like the other applications of Zoho."
"Generally requires the purchase of additional plugins."
"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."
"JSM's ability to handle large volumes of emails isn't great."
"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."
"JIRA Service Management could include more AI features."
"The solution needs to be integrated better with Office X5."
"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."
"Jira Service Management should be more user-friendly."
"Sometimes, the solution has some email issues in a new data center."
"The solution needs to have more customization on alerts and notifications."
"There is room for improvement in customer service and support. It could be more knowledgeable."
"The customization of modules and some blueprint in the solution are areas with shortcomings that need improvement."
"I would want Zoho Desk to integrate Zoho CRM, Zoho SalesIQ , and Zoho Campaigns."
"It could be easier to link Zoho Desk and Outlook."
"The solution could improve its stability and scalability."
"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 7th 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 Device42, whereas Zoho Desk is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, Freshservice and Spiceworks. See our JIRA Service Management vs. Zoho Desk report.
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