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."One of the best things about JIRA is that it searches for answers while questions are being typed so some tickets do not need to be submitted."
"It makes the IT department more transparent and helps the employees."
"The most valuable feature of this solution is that it is user-friendly."
"What I really like about this solution, is how it manages the queues, the tickets and the routing."
"It scales well."
"Its integration is most valuable. It is pretty open for integration."
"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."
"JIRA SD also helps for much better feedback on the work being done. All colleagues can see what is happening."
"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 are that it's user-friendly, you can customize it the way you want it, and it is very easy to use. You don't need anybody else to configure it."
"It is a scalable platform."
"The product is quite stable."
"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 solution doesn't have any bugs."
"The most valuable feature of Zoho Desk is the parent and child task management feature."
"The product provides communication features like chats and calls."
"Currently lacks an asset management module that can affect deployment."
"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."
"JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow."
"I would like to see improvement in the ability to filter completed tasks."
"JIRA Service could benefit from improvements to its voice support."
"The queries are weak and lack advanced functionality. You can do rudimentary queries, but you can't aggregate. You can't filter for a lot of things that would be useful, so you need to use plugins to write writing advanced queries. I run into problems when working with different organizations because they always have restrictions on what kind of plugins they allow."
"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."
"JSD has some analytics, but it's pretty much basic and simple dashboards. There's no mobile application for JSD. It really would benefit from better implementation with other vendors. We're heavily reliant on some external marketplace applications."
"I would like to have integrated support, and integration between the ticketing tool and the project management tool."
"There is room for improvement in terms of integration."
"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."
"The customization of modules and some blueprint in the solution are areas with shortcomings that need improvement."
"The solution should provide an option to autofill some values while creating tickets."
"Zoho Desk should provide more integrations and improve the Zoho project integration."
"As per customer requirements, it may have some limitations."
"Sometimes, the solution has some email issues in a new data center."
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, Freshdesk, BMC Helix ITSM and Device42, whereas Zoho Desk is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshservice, Freshdesk and ManageEngine SupportCenter Plus. See our JIRA Service Management vs. Zoho Desk report.
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