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.
"The platform is easy to use."
"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 can see my test coverage and all that kind of stuff. The integration between these three is very useful. It is pretty customizable, and it integrates well. There are a lot of add-ins and a lot of connectors to third-party products. In my last company, we used Test Royal for managing all the tests, and it integrated perfectly with that. For any issue or bug, we could see what tests have been run and the complete history of the tests."
"I like the precise ticket management capabilities. JIRA Service Management is easy to use as well."
"The most valuable feature of the solution is its SLA, which everybody wants when it comes to a service-based offering."
"It's easy to set up the solution."
"The SLA, speed, the comments from agents' side, and the dashboard for agents are the most valuable features."
"The customer portal allows users to register tickets themselves."
"Useful for tracking issues with development."
"One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal."
"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."
"The product offers very good management. It has a great ability to assign tickets based on content."
"It's a very stable tool, very powerful."
"It is a scalable solution."
"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."
"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."
"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."
"What needs to be added in Jira Service Management is the user screen. You'll find it very weird if this is your first time using the solution. The user-friendliness of its interface needs improvement."
"There should be better connections with access management. They should improve the connectivity."
"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."
"In the Turkish market, the biggest problem is that they are looking for a server type of solution, but when it comes to Jira Service Management, Atlassian is a remote type of license. There are just two different options, data center and cloud."
"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."
"I don't think the program is very scalable."
"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."
"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,"
"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."
"There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us."
"The price of the solution should be reduced."
"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."
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, Freshdesk, BMC Helix ITSM and IBM Maximo, 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.