JIRA Service Management and Zendesk compete in the ticket management and customer support category. JIRA holds an advantage with its extensive customization and workflow management capabilities, making it a preferred choice for software teams. Zendesk, however, takes the lead in ease of use and seamless CRM and social media integrations, rendering it more suitable for non-technical teams.
Features: JIRA Service Management's flexibility stands out, offering customizable workflows, integration with various tools, and effective ticket management. Its adaptability makes it suitable for software development environments. Zendesk shines with its user-friendly interface, integration capabilities with CRM and social media, and advanced ticket management features, enabling efficient customer interactions.
Room for Improvement: JIRA Service Management needs enhancement in email and mobile system integration, simplifying its user interface, and better project management features. Some users cite slow response times in customer support. For Zendesk, challenges include limited customization, a complex interface for new users, and high pricing for enterprise features. Integrations sometimes require third-party apps, increasing cost and complexity.
Ease of Deployment and Customer Service: JIRA Service Management offers public, private, and hybrid cloud deployment options, providing flexibility according to organizational needs, but experiences in customer service vary among users. Zendesk typically supports public and hybrid cloud deployments, though customization requires more effort. Customer service reviews are mixed, with some praising responsiveness and others noting deficiencies in support.
Pricing and ROI: JIRA Service Management is perceived as cost-effective with adjustable pricing tiers, particularly for its features and customization options, though costs can increase with add-ons. Zendesk is seen as expensive, especially at the enterprise level due to additional charges and high per-agent fees. Despite this, JIRA offers significant efficiency gains for software teams, whereas Zendesk adds value through extensive customer engagement capabilities.
It supports introducing new features or levels efficiently across our global locations, helping everyone stay informed.
There should be more governance for permissions and more options for customized access without frequently involving the admin.
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.
An AI feature that enables automation and alerts for users can be an improvement.
We used Jira's free version for some time.
JIRA itself is valuable for managing tickets, user stories, and pipeline.
It is beneficial if someone is on vacation since others can follow up on the tickets.
Everyone knows how to use it, so there's no need to teach new members.
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.
