JIRA Service Management and Zendesk compete in the service management category. Zendesk often seems to have the upper hand due to its comprehensive ticketing features and customer service advantages.
Features: JIRA Service Management integrates robustly with agile workflows, enhancing team collaboration within agile environments. It also supports seamless integration capabilities for various tools, increasing its adaptability within diverse systems. Zendesk is known for its flexible customer interfacing configurations and comprehensive ticket management, facilitating streamlined issue resolution. Additionally, Zendesk's interface is designed for quick problem solving, giving it an edge in user experience.
Room for Improvement: JIRA Service Management requires enhancements in its reporting capabilities, which are currently limited. Users also seek better customization options to tailor workflows effectively. Zendesk needs improvement in user access control to secure permissions efficiently. Users also note that its reporting functionality could be more robust. Better user management efficiency is another area where Zendesk could see improvements.
Ease of Deployment and Customer Service: JIRA Service Management has an efficient deployment model, making it accessible for teams. However, it needs more streamlined technical support to assist users effectively. Zendesk provides straightforward deployment procedures which facilitate quick setup, coupled with superior customer service access that provides responsive assistance. Despite this, users would benefit from more efficient technical configurations.
Pricing and ROI: JIRA Service Management is considered cost-effective, offering a positive return on investment post-initial setup, though some users report concerns with hidden costs. Zendesk carries a higher price tag but offers significant ROI especially for larger organizations, justifying the investment with its strong feature set and comprehensive services.
JIRA's user interface needs training to understand and utilize.
It remains one of the main barriers to using JIRA Service Management across our entire company.
It supports introducing new features or levels efficiently across our global locations, helping everyone stay informed.
We used Jira's free version for some time.
There should be more governance for permissions and more options for customized access without frequently involving the admin.
JIRA itself is valuable for managing tickets, user stories, and pipeline.
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.
