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JIRA Service Management vs Zendesk comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Jan 12, 2025

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
7.6
JIRA Service Management boosts efficiency and ROI, especially for large teams, despite its complex interface, surpassing competitors.
Sentiment score
7.2
Zendesk enhances productivity and cost-efficiency with flexible licensing, valuable features, and significant financial gains for various organizations.
 

Customer Service

Sentiment score
6.9
Atlassian's customer service is praised for expertise and responsiveness despite occasional time zone delays, with diverse support options.
Sentiment score
7.0
Zendesk support is generally praised for responsiveness and efficiency, though some users prefer more personalized assistance over documentation.
 

Scalability Issues

Sentiment score
7.7
JIRA Service Management is flexible and scalable, though challenges in advanced scenarios depend on organizational configurations.
Sentiment score
7.6
Zendesk is praised for scalability and customization but faces challenges with complex changes; some switch to alternatives like Salesforce.
It supports introducing new features or levels efficiently across our global locations, helping everyone stay informed.
 

Stability Issues

Sentiment score
8.0
JIRA Service Management is highly stable, with users rating it highly despite minor glitches or occasional sluggishness.
Sentiment score
7.9
Zendesk is largely reliable, though occasional hangs and misclassification issues highlight room for improvement in performance.
There should be more governance for permissions and more options for customized access without frequently involving the admin.
 

Room For Improvement

JIRA Service Management faces challenges with integration, customization, high costs, and needs improvements in usability, communication, and asset management.
Zendesk struggles with performance, integration, customization, communication, mobile app delays, pricing, reporting, and training, affecting overall efficiency.
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.
The interface could be made easier to use.
 

Setup Cost

JIRA Service Management provides tiered pricing with agent-based and user options, offering competitive rates and discounts for larger tiers.
Enterprise buyers experience varying Zendesk pricing, from $70-$200 per agent, and should negotiate for features and value.
 

Valuable Features

JIRA Service Management excels in customization, integration, and flexible workflow management with valued dashboards, ticketing, and SLA features.
Zendesk offers comprehensive ticket management, integrations, analytics, and security, enhancing productivity and providing seamless, multi-channel support for businesses.
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.
 

Categories and Ranking

JIRA Service Management
Ranking in Help Desk Software
2nd
Ranking in IT Service Management (ITSM)
2nd
Average Rating
8.2
Reviews Sentiment
7.1
Number of Reviews
86
Ranking in other categories
No ranking in other categories
Zendesk
Ranking in Help Desk Software
10th
Ranking in IT Service Management (ITSM)
8th
Average Rating
8.2
Reviews Sentiment
6.8
Number of Reviews
59
Ranking in other categories
CRM Customer Engagement Centers (5th), CRM (20th), Sales Force Automation (7th), Reporting (13th), Knowledge Management Software (2nd), Community Platforms (3rd)
 

Mindshare comparison

As of February 2025, in the Help Desk Software category, the mindshare of JIRA Service Management is 10.4%, down from 12.2% compared to the previous year. The mindshare of Zendesk is 4.1%, down from 4.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

Karim Yousef - PeerSpot reviewer
Efficiently track and document projects with seamless tool integration
We are a management warehouse that provides services to different customers in different sectors. Primarily, we serve the banking sector and the military sector. We manage all the software delivery projects through tools such as JIRA Service Management or TFS Confluence is a great tool for…
Ahmed Nassar - PeerSpot reviewer
Stable tool, making it reliable for handling tasks but difficult initial setup
It has a huge problem regarding the price. The price increases every year. Every year, they raise the price of the licenses, which makes a lot of limitations, and you have to pay more. So that's some conditions. Actually, most of the companies that use Zendesk need a customer experience or customer care department. However, Zendesk only works with chatbox or emailing services, but it can also use Genesys, VoIP, or voice sensors. Additionally, Zendesk needs the administration panels to be easier because it's a very complex panel. You need to search for a lot of things to do, like a small job. So you have to do a lot of setup regarding the integration, and it's a little bit challenging to integrate any software in the vendor.
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Top Industries

By visitors reading reviews
Computer Software Company
19%
Financial Services Firm
9%
Manufacturing Company
8%
Government
7%
Computer Software Company
22%
Educational Organization
13%
Financial Services Firm
8%
Manufacturing Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about Zendesk Support?
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 ...
What is your experience regarding pricing and costs for Zendesk Support?
I am not currently aware of the exact pricing, but since we are still using Zendesk, it appears to be at a reasonable price point.
What needs improvement with Zendesk Support?
Report generation is still slightly tricky and not very customizable as per my inquiries. It would be advantageous to have an AI layer that can analyze incoming requests and generate summaries, as ...
 

Also Known As

JIRA Service Desk
Zendesk Support, Zendesk Guide, Zendesk Sell
 

Overview

 

Sample Customers

mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
Find out what your peers are saying about JIRA Service Management vs. Zendesk and other solutions. Updated: February 2025.
837,501 professionals have used our research since 2012.