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."It makes the IT department more transparent and helps the employees."
"What I really like about this solution, is how it manages the queues, the tickets and the routing."
"Jira Service Management has a workflow feature you can configure for your specific requirements. It also lets you efficiently manage service requests with team members."
"I think one of the most valuable things is that it's all integrated."
"The most valuable features of JIRA Service Management are the service level agreement or management, and the ticketing system. Additionally, there are frequent updates that provide improvements."
"The automation feature in JIRA Service Management is beneficial, and that's yet to be available in ServiceNow. ServiceNow doesn't have the flexibility to automate processes."
"With Jira Service Desk, the simplicity of setting up a quick form and getting the service desk running quickly is very helpful."
"We can track, monitor, and get all the details we need from the end-user's point of view for any service request."
"The product provides communication features like chats and calls."
"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."
"The initial setup is easy."
"It is a scalable platform."
"Zoho Desk is very flexible, just like the other applications of Zoho."
"The product has a lot of features."
"It is a highly scalable solution. You can easily add more users through the portal within seconds."
"I think the performance can be better."
"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."
"Its UI is a bit overwhelming for new users. That has been the problem with Jira for a long time. If they could put some fields that we could use to simplify the UI, it would be good."
"The search function could be improved. We have to search a certain way. There is no generic search; it is more object-oriented search."
"Lacks an interface where the customer can report issues."
"JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools."
"It is difficult to navigate if you don't have any prior knowledge."
"Cost has prohibited us from switching entirely to this solution."
"I would like to have integrated support, and integration between the ticketing tool and the project management tool."
"It could be easier to link Zoho Desk and Outlook."
"As per customer requirements, it may have some limitations."
"I would want Zoho Desk to integrate Zoho CRM, Zoho SalesIQ , and Zoho Campaigns."
"The solution should provide an option to autofill some values while creating tickets."
"The solution needs to have more customization on alerts and notifications."
"They could enhance the product’s features to customize the automated email responses."
"The solution urgently needs improvement in the display's night mode. When we use the system for a long time, it's very stressful for our eyes. I also need to see improvements that can help to find the assets under a previous owner."
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, BMC Helix ITSM, Freshdesk and Freshservice, 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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