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JIRA Service Management vs Zoho Desk comparison

 

Comparison Buyer's Guide

Executive Summary
 

Categories and Ranking

JIRA Service Management
Ranking in Help Desk Software
2nd
Average Rating
8.2
Reviews Sentiment
6.5
Number of Reviews
78
Ranking in other categories
IT Service Management (ITSM) (2nd)
Zoho Desk
Ranking in Help Desk Software
6th
Average Rating
8.4
Number of Reviews
19
Ranking in other categories
CRM Customer Engagement Centers (6th)
 

Mindshare comparison

As of November 2024, in the Help Desk Software category, the mindshare of JIRA Service Management is 11.1%, down from 12.1% compared to the previous year. The mindshare of Zoho Desk is 2.7%, up from 2.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

Shambuling-Doni - PeerSpot reviewer
Nov 22, 2023
Easy to use, offers good stability and visibility for operational efficiency
We use Jira Service Management (JSM) to manage tickets.  It enables us to track, monitor, and manage user requests from initiation to resolution. We use it for the end-to-end process. We can add comments, and close requests., so our primary use case for JSM is ticketing.  The interface is good and…
Babatunde-Olugbode - PeerSpot reviewer
Mar 1, 2024
End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform
For me, the valuable features are related to customer engagement because I want to ensure I don't miss any customer inquiries, no matter the channel. For example, I haven't seen any other platform that consolidates all channels into one console. That's a valuable feature to me. Then there's the pricing, which is better than Zendesk. Zendesk charges in USD per user, per month, whereas Zoho let us pay in Naira (Nigerian currency). Zoho can also identify user locations, letting you leverage existing reviews. These are valuable features that many organizations have adopted Zoho Desk for. We can download the mobile app to see requests and respond from anywhere. It is one of the most improved applications and widely integrated systems I've worked with. You can virtually integrate it with almost anything, like Microsoft Teams and other data applications. The marketplace lets you find native integrations. For example, we have an organization that uses multiple systems and wants to ensure agents don't log in to multiple platforms to see emails. They have a native integration system that takes care of that and works seamlessly.

Quotes from Members

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

Pros

"I think one of the most valuable things is that it's all integrated."
"Transparency of the system helps both internal and external persons involved."
"The most valuable feature of JIRA Service Management is a plugin we are using for the front end for simple user forms."
"We have found the issue type feature particularly valuable, as it provides an out-of-the-box solution that aligns with our needs."
"Some of the most valuable features are simplicity, ease of configuration, and ease of customization."
"What I really like about this solution, is how it manages the queues, the tickets and the routing."
"The most valuable features are the management tools."
"The most valuable features of this solution are Incident and Request Management."
"The most valuable features of Zoho Desk are the user interface, pricing, and how they customize the solution for us."
"The initial setup is easy."
"The most valuable feature of Zoho Desk is the parent and child task management feature."
"Zoho Desk is very flexible, just like the other applications of Zoho."
"The most valuable features of Zoho Desk are archiving queries and analytics."
"The tool has made support very flexible and strong. We can use chat boxes and auto-responses. If someone creates a ticket, it will be created in Zoho Desk's ticket module. We can get emails and respond to them within the product. We don't need a support email product to manage emails. We can easily manage it within Zoho Desk. The tool's interface is good since it updated the layout three months ago and the current interface is more effective."
"The product is quite stable."
"It is a scalable platform."
 

Cons

"It is pretty complex to move between the test environment and the production environment. There is potential for improvement."
"At times you will need add-ons or additional software, so built-in features would be helpful."
"If we can have an easier way to deploy this solution without the help of a consultant and a more reliable way of deploying procedures, it would be quite helpful."
"It is difficult to navigate if you don't have any prior knowledge."
"The queries are weak and lack advanced functionality. You can do rudimentary queries, but you can't aggregate. You can't filter for a lot of things that would be useful, so you need to use plugins to write writing advanced queries. I run into problems when working with different organizations because they always have restrictions on what kind of plugins they allow."
"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."
"There is room for improvement in the user interface and the queues."
"In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems."
"The solution should provide an option to autofill some values while creating tickets."
"Could have slightly better integration between additional functionalities in the Zoho desk."
"The solution needs to have more customization on alerts and notifications."
"The solution could improve its stability and scalability."
"The customization of modules and some blueprint in the solution are areas with shortcomings that need improvement."
"There is room for improvement in customer service and support. It could be more knowledgeable."
"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."
 

Pricing and Cost Advice

"We have an annual license with JIRA Service Management, but it is billed monthly."
"The pricing is very competitive and I think that it is okay."
"But about the plugins, I found one plug-in — its name is Actionable Metric I think — and it is $3000. That is very expensive for users in Iran."
"The price of JIRA Service Management could be reduced."
"It depends on the number of users but it starts at $20 per month per user. I would rate them a three out of five for pricing."
"Do not forget to calculate add-on costs. These cost a percentage of the JIRA purchasing costs and are based on the number of JIRA users."
"It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain."
"Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests, which have a $10 a month flat rate, so right now, it is $10 a month. There are lots of add-ons. They do a free version, a standard version, and a premium version. In the last company, we started on $50 a month. By the time I left, we were paying $4,500 a month. That was mainly because we had 100 users on Confluence. I bought an add-on for Jira software for which we had 10 users, and that was $5 per user per month. It was costing me $500 a month, whereas it should only be $50 a month. I don't know if licensing fee has changed. I'd like our whole company to use it, but the big problem is the licensing because the Confluence side is what is really useful, but if I add 30 users to Confluence and then buy an extension for Jira software, I've got to pay for 30 licenses, even though I've only got two users in Jira software. It is the one big disadvantage of cloud software. You always have to pay for the number of seats regardless of which product you are on. This will probably severely limit how many people would use it because I'm not going to start paying $10 per user per month for a Jira software add-on when there are only two people using it."
"Price-wise, Zoho Desk is about 35 USD a month per user."
"The pricing is better than Zendesk. Zendesk charges in USD per user per month, whereas Zoho let us pay in Naira (Nigerian currency)."
"The product costs $10 to $25 per user per month."
"Zoho Desk's pricing is more flexible."
"Zoho Desk's cost is pretty much okay."
"The solution costs INR 8400 per user."
"For what it does, it's quite cheap."
"Zoho Desk is a cost-effective solution."
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Top Industries

By visitors reading reviews
Computer Software Company
19%
Financial Services Firm
10%
Manufacturing Company
7%
Government
7%
Educational Organization
58%
Computer Software Company
11%
Manufacturing Company
5%
Comms Service Provider
3%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about JIRA Service Management?
JIRA Service Management is a very user-friendly solution.
What is your experience regarding pricing and costs for JIRA Service Management?
The pricing for Jira Service Management is reasonable and not expensive. It feels fair because there are opportunities for discounts through resellers.
What do you like most about Zoho Desk?
The most valuable features of Zoho Desk are archiving queries and analytics.
What needs improvement with Zoho Desk?
Sometimes, the solution has some email issues in a new data center.
 

Also Known As

JIRA Service Desk
No data available
 

Learn More

 

Overview

 

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
Find out what your peers are saying about JIRA Service Management vs. Zoho Desk and other solutions. Updated: October 2024.
814,649 professionals have used our research since 2012.