JIRA Service Management and Zendesk compete in the project and ticket management category. JIRA Service Management holds an upper hand with its flexibility in management workflows and comprehensive project management capabilities.
Features: JIRA Service Management offers customizable workflows, dashboards, and integrations. It supports multi-platform usage and a wide range of add-ons. JIRA is known for its transparency and effectiveness in improving resource deployment. Zendesk provides a robust ticket management system with seamless integration with popular apps. It includes self-service portals and is recognized for its ease of use, reporting, and macro features.
Room for Improvement: JIRA Service Management could benefit from enhanced integration with non-Atlassian tools and user-friendly workflows. Centralized document storage and increased mobile options would add value. Zendesk's improvement areas include customization and reporting enhancements. Better email system integration and more efficient email thread handling could improve productivity.
Ease of Deployment and Customer Service: JIRA Service Management provides flexible deployment options across cloud and on-premises, though users may face tech support delays due to time zones. Zendesk offers easy setup in cloud environments but can become complex with extensive customizations. Zendesk support is generally reliable but may incur additional costs in large-scale configurations.
Pricing and ROI: JIRA Service Management offers competitive pricing with volume discounts attractive to larger organizations, promising high ROI through operational efficiency. Zendesk's pricing may seem high for enterprise plans, possibly limiting accessibility for smaller organizations, yet its integrated features justify costs by enhancing customer satisfaction and productivity.
Their support team from Zendesk is excellent, similar to what you have in Freshdesk.
The technical support provided by Zendesk has been very satisfactory.
It supports introducing new features or levels efficiently across our global locations, helping everyone stay informed.
Zendesk can scale from very small companies to very large ones.
The scalability of Zendesk is still in the same range as Freshdesk.
There should be more governance for permissions and more options for customized access without frequently involving the admin.
The stability has been quite reliable.
JIRA's user interface needs training to understand and utilize.
We need to consider which AI tool would be most suitable for our project.
It remains one of the main barriers to using JIRA Service Management across our entire company.
There could be improvements in integration, which can be achieved with APIs or tools like Zapier.
We used Jira's free version for some time.
It is not the cheapest solution nor the most expensive, but it provides value for money.
JIRA itself is valuable for managing tickets, user stories, and pipeline.
For every task we are working on, the project manager can see the status once we update the stories mentioned.
The query language and the ability to create views of the data are very useful.
It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities.
The benefits I have seen from using Zendesk include faster response times.
| Product | Market Share (%) |
|---|---|
| JIRA Service Management | 8.8% |
| Zendesk | 4.9% |
| Other | 86.3% |
| Company Size | Count |
|---|---|
| Small Business | 30 |
| Midsize Enterprise | 23 |
| Large Enterprise | 33 |
| Company Size | Count |
|---|---|
| Small Business | 28 |
| Midsize Enterprise | 21 |
| Large Enterprise | 11 |
JIRA Service Management is Atlassian’s IT service management (ITSM) solution. It unlocks all teams at high velocity by:
1. Accelerating the flow of work between IT teams, development teams, and business teams
2. Empowering teams to deliver their service more quickly
3. Bringing visibility to their work
Built on JIRA, JIRA Service Management enables best practices across request, incident, problem, change, knowledge, asset, and configuration management so that teams can streamline collaboration between themselves. More than 30,000 customers of all sizes rely on JIRA Service Management to deliver service.
JIRA Service Management Features
JIRA Service Management has many valuable key features. Some of the most useful ones include:
JIRA Service Management Benefits
There are many benefits to implementing JIRA Service Management. Some of the biggest advantages the solution offers include:
Reviews from Real Users
JIRA Service Management stands out among its competitors for a number of reasons. Some of these include its stability, its easy customization, and its seamless integration with other solutions. PeerSpot users take note of the advantages of these features in their reviews:
Abhishek S., a Program Lead at PureSoftware, writes of the solution, “You can scale the solution whether it is deployed to the cloud or the data center. While we might have up to 5,200 people using the solution, we do not require that many licenses, as only those dealing with the tickets are required to be licensed.”
Andrew B., a Technical Engineer at a consultancy firm, notes, “One of the valuable features is that an automatic response or action can be taken on tickets. We can have certain responses for tickets that contain keywords or are logged and tagged with certain labels.”
Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.
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.
