Jira Service Management (formerly Jira Service Desk, now including features from the former Mindville Insight, acquired by Atlassian in June 2020) is a service desk software that is purpose-built for IT, service, and support teams. The software provides everything IT and support teams need out-of-the-box for service request, incident, problem and change management. Jira Service Management integrates seamlessly with Jira Software so that IT and development teams can work better together. Users…
$0
per month
Zendesk Suite
Score 8.3 out of 10
N/A
The Zendesk Support suite is a cloud-based customer support software built for better customer relationships. Designed to improve customer satisfaction and to support customers on any channel: text SMS, web, mobile app, phone, email, social media. The vendor states more than 200,000 companies such as Uber, Groupon, Box, Airbnb, and Slack are using Zendesk to lower their support costs, raise productivity, and increase customer satisfaction. Zendesk offers a full suite of products to meet customer…
We selected Jira Service Desk because we were already Jira users, and the price point was easy to absorb. Our experience as Jira administrators made it easy to customize Jira Service Desk to our needs.
Unlike the 2 other alternatives, Jira is more complete. It is a bit harder to use, but because it has more customized and better functionalities. While other software can be used for almost everything, Jira works best for tech companies that need to work on agile methodologies …
We are now in the process of moving from Jira to Zendesk, however, I would assume that we would still be using Jira for the time being. Zendesk is a bit easier to understand and manage for the non-technical people, but Jira gave us the basics that we needed to have in order to …
Zendesk is a similar ticketing system that our organization used before JIRA Service Desk. The main drawback of Zendesk was that it can only be used as a cloud service. This means that our company data would be living on the internet at the hands of their security team. Another …
Sure there are other great service management products in the market. Since we use JIRA and Confluence heavily, Service Desk fits perfectly in the suite. As a brief example, after the customer creates a case, we can create an associated issue at JIRA for development team, after …
We have looked into other software and still use the others like Zendesk and Wrike in other departments but Jira Service desk made the most sense due to our Product development teams using Jira Software already. It was easy to keep it all under one umbrella giving us the ease …
Zendesk support is your one-stop shop for managing customers via the customer support portal that has a slew of products available for use via several channels, depending on your particular need may it be email messaging, chat messaging, or voice, and it is quite superior …
In comparison of tracking tickets, I found Jira to be more confusing than Zendesk. I have not used Jira in many years and I know that others in our organization use Jira in addition to Zendesk. Of all the support platforms, I think Zendesk is the best and most used, which is …
Zendesk is a customer support tool that offers the best features, is intuitive, dynamic and easy to use. Allows the use of macros to optimize messages to customers. This platform makes it possible to optimize and organize the services we offer to our customers, which are …
Zendesk is far superior because it can cater to any size company. Also, regardless of which package you purchase, you get to set up a multi-channel and extensive self-service support, which was very beneficial for us. Finally, the self-service portal hosts a rich knowledge base …
Zendesk is currently on par with both of these services in that they are great ticketing software programs but are light in Contact/Sales management. The autoresponder with Zendesk is much easier to implement and customize compared to the other options. The option of the mobile …
JIRA Service Desk is better suited if you need to connect with company's JIRA and internal WIKI (or Confluence). If you do use JIRA (which many companies do), JIRA Service Desk is a better choice. I didn't select Zendesk, but rather got it when joine dthe company.
We used Kayako and it was pretty basic in terms of workflows and ticket management. It wasn't multichannel and it didn't have a mobile app. Ticket categorization wasn't as robust and effective, but it was easy to learn. JIRA is as robust as Zendesk, but it is also not easy to …
Salesforce is a more robust tool with back-end SQL reporting functionality and numerous plugins, but with this comes cost. Most startup organizations do not want the expense, at least not at the beginning of the product life cycle.