JIRA Service Management vs Zoho Desk comparison

Atlassian and Zoho are both solutions in the Help Desk Software category. Atlassian is ranked #2 with an average rating of 8.1, while Zoho is ranked #9 with an average rating of 7.7. Atlassian holds a 6.5% mindshare in HDS, compared to Zoho’s 2.2% mindshare. Additionally, 93% of Atlassian users are willing to recommend the solution, compared to 90% of Zoho users who would recommend it.

JIRA Service Management

Read 88 JIRA Service Management reviews

5,130 Views
3,642 Comparison Views

93% willing to recommend

Zoho Desk

Read 21 Zoho Desk reviews

1,350 Views
1,215 Comparison Views

90% willing to recommend

JIRA Service Management

Zoho Desk

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 29, 2025

JIRA Service Management and Zoho Desk compete in the IT service management sector. JIRA Service Management has the upper hand in customization and workflow management, while Zoho Desk offers stronger integration capabilities.

Features: JIRA Service Management provides extensive customization options, JIRA Bots, and powerful dashboards to efficiently manage workflows, queues, and issues. Zoho Desk is renowned for its robust integration capabilities, flexible platform use, and seamless connection with Zoho CRM for effective customer engagement management.

Room for Improvement: JIRA Service Management faces challenges with email integration, lacks a centralized document storage system, and requires enhancements in interactive reporting. It could also benefit from better application connectivity like WhatsApp. Zoho Desk could significantly improve night mode display, IT service management capabilities, and customization of modules and notifications.

Ease of Deployment and Customer Service: JIRA Service Management supports versatile deployment options, such as Public, Private, Hybrid Clouds, and on-premises, supported by a strong community, though technical support experiences vary. Zoho Desk is easier to deploy across Cloud and Hybrid setups but falls short in IT service management support, offering straightforward yet limited deployment options.

Pricing and ROI: JIRA Service Management's pricing is tiered and can escalate with user and plugin additions but offers significant ROI through efficiency. Zoho Desk provides a cost-effective pricing structure appealing to small and medium enterprises, with flexible subscription plans. While both enhance efficiency and ROI, Zoho’s straightforward pricing is more budget-friendly upfront, whereas JIRA offers deeper features at potentially higher costs.

To learn more, read our detailed JIRA Service Management vs. Zoho Desk Report (Updated: December 2025).

Buyer's Guide

JIRA Service Management vs. Zoho Desk

December 2025

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Helped 881,082 peers since 2012

Review summaries and opinions

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

ROI

Sentiment score

6.6

JIRA Service Management streamlines workflows, cuts costs, enhances productivity, and benefits virtual teams with its cloud-based platform.

Sentiment score

7.8

Zoho Desk offers ROI through cost-control and analytics, but requires expertise for optimal configuration and effective use.

No quotes available

For more quotes and insights, download the JIRA Service Management report

The Zoho platform is powerful when used correctly, but without a specialist, it is not simple to configure and make full use of the tools.

JoseJunior3

Advisor at a tech services company with 11-50 employees

For more quotes and insights, download the Zoho Desk report

Customer Service

Sentiment score

6.1

Atlassian's customer service is efficient but faces challenges with time zones and technical support accessibility, relying on local partners.

Sentiment score

4.3

Zoho Desk support is praised for its quick response and reliability, despite occasional technical comprehension issues.

No quotes available

For more quotes and insights, download the JIRA Service Management report

the experience was satisfactory

Nishant Pofale

Executive Director at Claim Genius

I find the response time in emails to be very good, and the solutions provided are simple.

JoseJunior3

Advisor at a tech services company with 11-50 employees

For more quotes and insights, download the Zoho Desk report

Scalability Issues

Sentiment score

7.3

JIRA Service Management is scalable, flexible, and integrates well, supporting various organizations with excellent scalability ratings and licensing options.

Sentiment score

8.0

Zoho Desk is scalable, efficient for any company size, with high reviews despite minor ticket handling issues.

It supports introducing new features or levels efficiently across our global locations, helping everyone stay informed.

reviewer2597127

R&D Engineering - Program Manager at a energy/utilities company with 501-1,000 employees

For more quotes and insights, download the JIRA Service Management report

No quotes available

For more quotes and insights, download the Zoho Desk report

Stability Issues

Sentiment score

7.8

JIRA Service Management is highly stable and reliable, frequently updated, with most users rating its stability between 8-9/10.

Sentiment score

8.2

Zoho Desk is praised for stability and reliability, with most users rating it 7-9, despite minor server issues.

There should be more governance for permissions and more options for customized access without frequently involving the admin.

reviewer2597127

R&D Engineering - Program Manager at a energy/utilities company with 501-1,000 employees

For more quotes and insights, download the JIRA Service Management report

No quotes available

For more quotes and insights, download the Zoho Desk report

Room For Improvement

JIRA Service Management struggles with integration, customization, interface usability, and lacks key features like advanced dashboards and asset management.

Zoho Desk users desire better integration, enhanced features, improved support, and customizable modules while finding pricing high.

We need to consider which AI tool would be most suitable for our project.

KrishnaGadepalli

Database Administrator at a retailer with 10,001+ employees

JIRA's user interface needs training to understand and utilize.

reviewer2597127

R&D Engineering - Program Manager at a energy/utilities company with 501-1,000 employees

It remains one of the main barriers to using JIRA Service Management across our entire company.

Karim Yousef

GB, Development Practice - Technical Director at EJADA

For more quotes and insights, download the JIRA Service Management report

Zoho Desk could be improved by making it multi-tenant, as it is currently not suitable for service providers with multiple customers.

JoseJunior3

Advisor at a tech services company with 11-50 employees

The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side.

Nishant Pofale

Executive Director at Claim Genius

For more quotes and insights, download the Zoho Desk report

Setup Cost

JIRA Service Management's pricing is competitive but can be costly with more users and add-ons, varying by market.

Zoho Desk offers flexible subscription pricing, starting from $10 per user monthly, with variations based on package and region.

We used Jira's free version for some time.

Prakhar Goel

Sr Test Lead at Emerson

For more quotes and insights, download the JIRA Service Management report

The pricing for each user is around $350, with penalties if not all users in a company are licensed.

JoseJunior3

Advisor at a tech services company with 11-50 employees

The price point is a concern.

Nishant Pofale

Executive Director at Claim Genius

For more quotes and insights, download the Zoho Desk report

Valuable Features

JIRA Service Management offers customizable dashboards, integration capabilities, and flexibility, enhancing project management and collaboration for varied needs.

Zoho Desk offers a user-friendly interface, customization, integration, automation, and mobile access for seamless multi-channel customer service.

JIRA itself is valuable for managing tickets, user stories, and pipeline.

Karim Yousef

GB, Development Practice - Technical Director at EJADA

For every task we are working on, the project manager can see the status once we update the stories mentioned.

Prathamesh DMarathe

Senior Software Engineer at Annalect

It is beneficial if someone is on vacation since others can follow up on the tickets.

Alark Singh

Senior Technical Analyst at Allianz

For more quotes and insights, download the JIRA Service Management report

Maintenance is easy, and one person is sufficient for handling it, aided by a thorough handoff of key pointers facilitating easier initial setup.

Nishant Pofale

Executive Director at Claim Genius

The AI tool, Tele Zia, translates calls into bullet points, providing insights such as when to send emails or contact the customer based on previous conversations.

JoseJunior3

Advisor at a tech services company with 11-50 employees

For more quotes and insights, download the Zoho Desk report

Categories and Ranking

JIRA Service Management

Ranking in Help Desk Software

2nd

Average Rating

8.2

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (2nd)

Zoho Desk

Ranking in Help Desk Software

9th

Average Rating

8.2

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (7th)

Mindshare comparison

As of January 2026, in the Help Desk Software category, the mindshare of JIRA Service Management is 6.5%, down from 10.5% compared to the previous year. The mindshare of Zoho Desk is 2.2%, down from 2.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
JIRA Service Management	6.5%
Zoho Desk	2.2%
Other	91.3%

Help Desk Software

Featured Reviews

Sohaib Ahmad

Vice President Service Delivery at quixel

Comprehensive workflows and data views have supported complex teams but still need cost improvements

JIRA Service Management is costly. The pricing structure needs improvement. When I add some plugins, I have to pay the cost for every user whether they are using it or not. For smaller companies, the detailed workflow editing and the kind of details that JIRA Service Management provides would be complex. For startups and smaller companies, JIRA Service Management would be complex. The cloud offering is easier because I don't have to manage the infrastructure. There are two templates of the project: company-managed and team-managed. Team-managed is a newer feature, which is good for startup-kind companies where they don't need control over data from multiple projects displaying in one dashboard. For startups, JIRA Service Management is somewhat complex with its schemes and everything. Capacity management should be improved in terms of additional features in the next release of JIRA Service Management.

Read full review

JoseJunior3

Advisor at a tech services company with 11-50 employees

Efficient integration enhances customer insights and communication

The integration between Zoho CRM, Zoho Desk, and Zoho Projects is very good. One of the key features of Zoho CRM is the ability to record telephone calls using AI. The AI tool, Tele Zia, translates calls into bullet points, providing insights such as when to send emails or contact the customer based on previous conversations.

Read full review

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Top Industries

By visitors reading reviews

Computer Software Company

10%

Financial Services Firm

10%

Manufacturing Company

Educational Organization

Manufacturing Company

14%

Computer Software Company

12%

Government

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	30
Midsize Enterprise	24
Large Enterprise	33

By reviewers
Company Size	Count
Small Business	19
Midsize Enterprise	2
Large Enterprise	1

Questions from the Community

What is your favorite Help Desk Software and why?

JIRA Due to its agility.

See all answers

What do you like most about JIRA Service Management?

JIRA Service Management is a very user-friendly solution.

See all answers

What is your experience regarding pricing and costs for JIRA Service Management?

The price is actually reasonable.

See all answers

What do you like most about Zoho Desk?

The most valuable features of Zoho Desk are archiving queries and analytics.

See all answers

What is your experience regarding pricing and costs for Zoho Desk?

The pricing in Brazil is complicated due to the high exchange rate, with one dollar equaling six reais. Altasnet has a favorable pricing from Zoho as an early account in Brazil, but current website...

See all answers

What needs improvement with Zoho Desk?

Zoho Desk could be improved by making it multi-tenant, as it is currently not suitable for service providers with multiple customers. Additionally, Zoho Desk's potential would be fully realized wit...

See all answers

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Compared 5% of the time

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Product Reports

Buyer's Guide

JIRA Service Management

January 2026

Download JIRA Service Management product report

Buyer's Guide

Zoho Desk

January 2026

Download Zoho Desk product report

Also Known As

JIRA Service Desk, Atlassian Jira Service Management

No data available

Overview

JIRA Service Management is recognized for customization, ease of use, and integration capabilities, offering flexible workflows and dashboards that enhance ticket management in organizations.

This platform contributes to streamlining business operations with features like automation and real-time updates. Businesses implement JIRA Service Management to manage ITIL processes, support tickets, and issue tracking both internally and externally. It is utilized for project management and lifecycle tracking, with Kanban boards and Confluence integration supporting change, incident, and problem management.

What are the key features of JIRA Service Management?

Customizable Workflows: Adapt workflows to meet business needs.
Integration: Seamlessly connects with other tools, including Jira and Confluence.
Real-Time Updates: Keeps teams informed and synchronized.
Automation: Reduces manual tasks with automated processes.
Scalability: Grows with organizations, accommodating increasing demands.

What benefits and ROI can be expected from JIRA Service Management?

Efficiency Gains: Improves operational efficiency through streamlined processes.
User-Friendly Interface: Simplifies adoption with intuitive navigation.
Comprehensive Reporting: Provides valuable insights to drive decisions.
Quick Setup: Fast deployment enhances time-to-value.
SLA Management: Ensures service level agreements are met effectively.

Service management platforms like JIRA Service Management are integral to industries focusing on managing IT services, such as tech firms and support-focused sectors. Organizations frequently utilize its capabilities to enhance their customer service operations, supporting optimal SLA adherence and efficient query management across departments. By tailoring its application to unique operational workflows, companies achieve improved service delivery and responsive issue resolution.

Atlassian

With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.

Zoho

Sample Customers

mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada

Intel, Sears, Daimler, Essilor, Aon Hewitt, Shop Your Way, CoffeeRocket

Buyer's Guide

JIRA Service Management vs. Zoho Desk

December 2025

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