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.
Great to manage your issues in a clear and centralised way. If your development teams work with Jira, it will all naturally come together. Great way to manage the issues from end to end. - Very flexible if you have people who understands the set up and is able to configure it for your needs - Maybe not the best if you want something with very easy set up
Inbound messaging it is top notch, it does it well and couldn't imagine anyone's program doing it better. Like I said before been using ZenDesk for over 7 years and absolutely love it. We use the talk feature with the phone very limited so Zen works fine for us, but if I was running an inbound or outbound call center I don't believe Zen has all the functions I would want as a manager. For limited phone use and mostly email, text, and even web chat, ZenDesk works great. Having the iOS App is so great and flexibility with notifications allows my team to be "on call" anytime without unnecessary interruptions
Ability to control the number of email notifications received (Note: this is a new feature in the Latest release but I personally haven not extensively looked at it and how well it solves the existing problem).
No way to reply to multiple tickets at once, say you got 4 tickets in for the same issue, there is no way you can reply to them in one stroke. Other Ticketing systems do have this ability.
Using a large number of add-ons to customize and add additional features adds up quickly and can become rather expensive.
Request forms are very basic and there is no native dynamic field ability available.
Zendesk is super easy to use and navigate. I really enjoy the sleek layout, the ability to tailor tickets, the macro option, and the quick key guide they have to make your use of time even more effective. My whole team loves working with Zendesk and rarely ever has problems.
I gave JIRA a score of 9 since I am happy with the service it offers. I can easily see the SLA since it gives me visibility. I can pull up the reports I need. I can reach out to our clients using the PR ticket so it is hassle-free for me.
As an agent it's very simple to use. As an admin it's also easy to use, but sometimes lacks some functionality that would be nice to have such as expanded native 2 way sync functionality for many major apps that are commonly used today like HubSpot and Salesforce. The ability to add followers to tickets to they get updates and are in the know without the customer seeing this agent cc'd is a nice touch. This ensures additional visibility and easily following the communication without having to appear as a CC to the customer, who could accidentally remove that person in a response, thus breaking the visibility
I have not used the technical support from Atlassian. In terms of online help and resources, they are a bit limited thus making it more of a challenge to troubleshoot issues and learn more functionality. There aren't a lot of resources available on the Atlassian site besides developer documents. It would be nice to have a blog or forum where users can get the help they need.
Every time I contacted them they were not only very responsive and knowledgable, but always seemed to have a positive upbeat attitude. It probably helps that we did not have significant service outages or sev 1 level issues, but even my lower severity issues were quickly answered. And the positive and upbeat attitude really made things feel comfortable.
Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.
I was very satisfied. They have a free trial for 30 days and I recommend you do that and use it. It is very easy to get started with the basics and the build on over time.
The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy
When I evaluated Spiceworks, it was not going to be replacing any ticketing systems. However, I did evaluate it and was not extremely impressed by the short demo I did. JIRA was selected because a branch of our company was already using it, so it made sense to consolidate into one service desk solution, and JIRA was the better option since it was less expensive and geared towards being a ticketing system.
If spoken honestly Intercom is a level-par with any nearest competitor, Tools like Zendesk has to catchup with them in speed. However, there is an advantage to Zendesk with its simple and easy-to-get software which falls in every mid and small-size business pocket wherein Intercom is way too expensive and needs a tech admin to customize the product. The kick-starting feature with negligible configuration made Zendesk the ideal choice of our organization + the budget fell under our expenses.