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JIRA Service Management vs Zoho Desk comparison

 

Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

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

Valuable Features

Sentiment score
8.2
JIRA Service Management enhances task management with customization, automation, collaboration, and comprehensive reporting for small to mid-size organizations.
No sentiment score available
 

Room For Improvement

Sentiment score
4.4
JIRA Service Management needs improvements in integration, customization, user experience, and affordability to better serve large organizations.
No sentiment score available
 

Stability Issues

Sentiment score
8.3
JIRA Service Management is stable and reliable, with minimal issues, consistently rated high for efficient project handling.
No sentiment score available
 

Scalability Issues

Sentiment score
7.9
JIRA Service Management is flexible and scalable, meeting diverse needs, though large deployments may require better infrastructure or licenses.
No sentiment score available
 

Customer Service

Sentiment score
6.8
JIRA Service Management receives mixed reviews for customer support, praised for responsiveness but hampered by time zone delays.
No sentiment score available
 

Setup Cost

Sentiment score
5.8
JIRA Service Management offers competitive pricing starting at $10-$25 per user, with volume discounts but potential cost increases.
No sentiment score available
 

Categories and Ranking

JIRA Service Management
Ranking in Help Desk Software
2nd
Average Rating
8.2
Reviews Sentiment
6.9
Number of Reviews
79
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
Easy to use, offers good stability and visibility for operational efficiency
The search function could be improved. We have to search a certain way. There is no generic search, it is more object-oriented search. The interface could also be more user-friendly. So, the interface and search could be improved. Additionally, I would like to see more accessibility. It would also be great if there was a Jira mobile app.
Babatunde-Olugbode - PeerSpot reviewer
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.
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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
59%
Computer Software Company
12%
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.
816,406 professionals have used our research since 2012.