What users are saying about
450 Ratings
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Based on 450 reviews and ratings
Zendesk Support Suite
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Top Rated
829 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8 out of 100
Based on 829 reviews and ratings
Feature Set Ratings
Project Management

7.9
Atlassian Jira Align
79%

Zendesk Support Suite
Feature Set Not Supported
N/A
Atlassian Jira Align ranks higher in 14/14 features
Atlassian Jira Align ranks higher in 14/14 features
Task Management

9.1
91%
23 Ratings

N/A
0 Ratings
Resource Management

8.0
80%
23 Ratings

N/A
0 Ratings
Gantt Charts

7.5
75%
16 Ratings

N/A
0 Ratings
Scheduling

8.2
82%
19 Ratings

N/A
0 Ratings
Workflow Automation

7.2
72%
17 Ratings

N/A
0 Ratings
Team Collaboration

9.3
93%
23 Ratings

N/A
0 Ratings
Support for Agile Methodology

9.4
94%
21 Ratings

N/A
0 Ratings
Support for Waterfall Methodology

6.2
62%
14 Ratings

N/A
0 Ratings
Document Management

7.3
73%
19 Ratings

N/A
0 Ratings
Email integration

7.7
77%
19 Ratings

N/A
0 Ratings
Mobile Access

6.5
65%
16 Ratings

N/A
0 Ratings
Timesheet Tracking

8.3
83%
17 Ratings

N/A
0 Ratings
Change request and Case Management

8.5
85%
20 Ratings

N/A
0 Ratings
Budget and Expense Management

8.0
80%
12 Ratings

N/A
0 Ratings
Professional Services Automation

8.0
Atlassian Jira Align
80%

Zendesk Support Suite
Feature Set Not Supported
N/A
Atlassian Jira Align ranks higher in 4/4 features
Atlassian Jira Align ranks higher in 4/4 features
Quotes/estimates

8.3
83%
13 Ratings

N/A
0 Ratings
Invoicing

7.2
72%
13 Ratings

N/A
0 Ratings
Project & financial reporting

8.5
85%
15 Ratings

N/A
0 Ratings
Integration with accounting software

7.9
79%
9 Ratings

N/A
0 Ratings
Incident and problem management

Atlassian Jira Align
Feature Set Not Supported
N/A

7.0
Zendesk Support Suite
70%
Zendesk Support Suite ranks higher in 6/6 features
Zendesk Support Suite ranks higher in 6/6 features
Organize and prioritize service tickets

N/A
0 Ratings

7.3
73%
88 Ratings
Expert directory

N/A
0 Ratings

6.1
61%
55 Ratings
Subscription-based notifications

N/A
0 Ratings

6.1
61%
62 Ratings
ITSM collaboration and documentation

N/A
0 Ratings

6.7
67%
58 Ratings
Ticket creation and submission

N/A
0 Ratings

8.2
82%
89 Ratings
Ticket response

N/A
0 Ratings

7.9
79%
88 Ratings
Self Help Community

Atlassian Jira Align
Feature Set Not Supported
N/A

6.8
Zendesk Support Suite
68%
Zendesk Support Suite ranks higher in 2/2 features
Zendesk Support Suite ranks higher in 2/2 features
External knowledge base

N/A
0 Ratings

6.9
69%
75 Ratings
Internal knowledge base

N/A
0 Ratings

6.7
67%
70 Ratings
Multi-Channel Help

Atlassian Jira Align
Feature Set Not Supported
N/A

6.7
Zendesk Support Suite
67%
Zendesk Support Suite ranks higher in 5/5 features
Zendesk Support Suite ranks higher in 5/5 features
Customer portal

N/A
0 Ratings

6.9
69%
69 Ratings
IVR

N/A
0 Ratings

5.3
53%
29 Ratings
Social integration

N/A
0 Ratings

6.7
67%
54 Ratings
Email support

N/A
0 Ratings

7.6
76%
85 Ratings
Help Desk CRM integration

N/A
0 Ratings

7.1
71%
64 Ratings
Attribute Ratings
- Atlassian Jira Align is rated higher in 2 areas: Likelihood to Recommend, Implementation Rating
- Zendesk Support Suite is rated higher in 3 areas: Likelihood to Renew, Usability, Support Rating
Likelihood to Recommend

8.7
Atlassian Jira Align
87%
23 Ratings

7.2
Zendesk Support Suite
72%
127 Ratings
Likelihood to Renew

9.5
Atlassian Jira Align
95%
2 Ratings

10.0
Zendesk Support Suite
100%
39 Ratings
Usability

6.9
Atlassian Jira Align
69%
2 Ratings

9.8
Zendesk Support Suite
98%
19 Ratings
Availability

Atlassian Jira Align
N/A
0 Ratings

8.6
Zendesk Support Suite
86%
26 Ratings
Performance

Atlassian Jira Align
N/A
0 Ratings

8.0
Zendesk Support Suite
80%
20 Ratings
Support Rating

7.1
Atlassian Jira Align
71%
21 Ratings

7.4
Zendesk Support Suite
74%
49 Ratings
In-Person Training

Atlassian Jira Align
N/A
0 Ratings

10.0
Zendesk Support Suite
100%
1 Rating
Online Training

Atlassian Jira Align
N/A
0 Ratings

7.9
Zendesk Support Suite
79%
9 Ratings
Implementation Rating

10.0
Atlassian Jira Align
100%
1 Rating

9.0
Zendesk Support Suite
90%
35 Ratings
Likelihood to Recommend
Atlassian Jira Align
Jira is the tool I use to oversee projects, allocate tasks to engineers, and monitor overall development. The openness and access that Jira offers are necessary for many teams. Jira ensures that no issue is overlooked and that everyone has access to the full picture of the processes they are involved in. In fact, team members are able to connect, share ideas, and attach crucial documents while receiving immediate updates on topics that are of interest to them.
Product Manager
The Health LyncHealth, Wellness and Fitness, 11-50 employees
Zendesk Support Suite
Zendesk Support Suite implementation means an industry-class help desk with a dynamic interface that brings together all customer interactions from almost any channel allowing agents to respond faster to customer queries and with the right context. It is more than just a help desk since it also acts as a CRM by allowing us to organize workflows, processes and track customer engagement.
Senior Project Manager
BNY MellonFinancial Services, 10,001+ employees
Pros
Atlassian Jira Align
- Effective Sprint planning : Sprint planning can be done using Planning Poker in AgileCraft by clicking Team > Manage > Other > Estimation Games very effectively for distributed teams.
- Team Capacity Allocation Report: After tasks are created at team or program level, the report from AgileCraft cab be pulled and can be verified that no team member is under or over allocated. A report can be generated by navigating to Team > Manage > Assign Tasks.
- Effective Requirement trace-ability: To maintain requirements trace-ability follow the steps below:
- Upload test cases against the story/requirement. once uploaded test cases will be visible under that story
- Execute Test cases in AgileCraft and mark them as Pass/Fail based on the actual outcome
- Based on test results, The acceptance criterion's can be marked as “Pass” or “Fail” & if marked failed corresponding defect can be logged & can be attached with the story
- So against each story we can easily see whether all test cases been executed or not & which acceptance criterion's are failed & how many defects are in open or close state.
- Daily Scrum: In AgileCraft, the option to run a daily stand-up is available from Team > Manage > Daily Standups. Selecting the sprint number opens the daily stand-up meeting window in which each team member's tasks are visible and hours can be burned against them. Conduct Scrum meetings in AgileCraft, and burn each associate hour against the tasks created during the meeting. The burn-down chart can be generated & viewed during the stand-up to check whether the team is on track.
Enterprise Agile Coach
Tata Consultancy ServicesInformation Technology and Services, 10,001+ employees
Zendesk Support Suite
- Zendesk makes it easy to see if a question/ticket has already been answered/updated (and to see who answered it).
- Zendesk makes it easy for users to indicate if they are available to respond or not.
- Zendesk also makes it easy to respond as you can respond within the software/system. A one-stop process!

Verified User
Manager in Social Media
Non-profit Organization Management Company, 201-500 employeesCons
Atlassian Jira Align
- The initial ticket creation screen lacks some important features, such as assigning "point values" (a measure of effort needed for the ticket).
- The browser needs to be manually refreshed to see new tickets, which can make things confusing when several people in a meeting are simultaneously creating tickets.
- The interface on some smaller portions of the software are sometimes difficult to understand.
Vice President of Research, Neuroscientist
SPARK NeuroResearch, 11-50 employees
Zendesk Support Suite
- Allow each user to customize the look of their Dash, rather than being hemmed in by company selections
- Provide a way for Suspended tickets (created by emails from non-users) to be better managed
- Set a timer for tickets to reopen on a more individual ticket basis.

Verified User
Employee in Customer Service
Information Technology and Services Company, 51-200 employeesPricing Details
Atlassian Jira Align
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
$0 per year
Atlassian Jira Align Editions & Modules
Edition
Starting Price | $27,000.001 |
---|---|
Maximum Price | $3,987,600.001 |
- per year
Additional Pricing Details
—Zendesk Support Suite
General
Free Trial
Yes
Free/Freemium Version
—Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
Starting Price
$19 per agent/month billed annually
Zendesk Support Suite Editions & Modules
Edition
Suite Team | $49.001 |
---|---|
Suite Growth | $79.001 |
Suite Professional | $99.001 |
Suite Enterprise | $150.001 |
Additional Enterprise-Ready Plans, starting at... | $215.001 |
Support Team (Foundational Support Only) | $19.001 |
- per agent/month billed annually
Additional Pricing Details
—Likelihood to Renew
Atlassian Jira Align
Atlassian Jira Align 9.5
Based on 2 answers
There is nothing that can be better than Jira but it needs to keep improving certain areas especially the attachment size area.

Verified User
Engineer in Information Technology
Information Technology & Services Company, 5001-10,000 employeesZendesk Support Suite
Zendesk Support Suite 10.0
Based on 39 answers
There has not been a reason to consider anything else as the core functions work perfectly for ticketing. Also Zendesk continues to focus on new functionality, growth of the API and Apps framework and add more partner application to the list. Not only will be renew but it is likely we will add seats as we grow and expand our customer focused teams.
Team Member
Onshape Inc.Computer Software, 51-200 employees
Usability
Atlassian Jira Align
Atlassian Jira Align 6.9
Based on 2 answers
Most of the things are easily manageable except certain things that are hidden and you need to ask teammates who are aware of how they can link attachements in the comment section and so on.

Verified User
Engineer in Information Technology
Information Technology & Services Company, 5001-10,000 employeesZendesk Support Suite
Zendesk Support Suite 9.8
Based on 19 answers
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

Verified User
Team Lead in Information Technology
Telecommunications Company, 51-200 employeesReliability and Availability
Atlassian Jira Align
No score
No answers yet
No answers on this topic
Zendesk Support Suite
Zendesk Support Suite 8.6
Based on 26 answers
In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.
Co-Founder / Devleoper of Out of Milk
Capigami, IncComputer Software, 1-10 employees
Performance
Atlassian Jira Align
No score
No answers yet
No answers on this topic
Zendesk Support Suite
Zendesk Support Suite 8.0
Based on 20 answers
There has been minor performance degradation on a very few days out of the two years I have been using the product.
CFO/Director of Application Development
New Horizon Software Technologies, Inc.Computer Software, 1-10 employees
Support Rating
Atlassian Jira Align
Atlassian Jira Align 7.1
Based on 21 answers
I am satisfied with the support for Atlassian JIRA Align (formerly Agile Craft). There is a broad knowledge base online provided by Atlassian for the various Jira products. There is also an online community that can help address questions and provide guidance. There is also excellent customer support. We haven't had to report any bugs or open any cases for our team.
Vice President, Chief Architect, Development Manager and Software Engineer
WySTAR Global Retirement Solutions, a Wells Fargo CompanyFinancial Services, 10,001+ employees
Zendesk Support Suite
Zendesk Support Suite 7.4
Based on 49 answers
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.
Director of support and services
HyporiComputer & Network Security, 11-50 employees
Online Training
Atlassian Jira Align
No score
No answers yet
No answers on this topic
Zendesk Support Suite
Zendesk Support Suite 7.9
Based on 9 answers
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.
Co-Founder / Devleoper of Out of Milk
Capigami, IncComputer Software, 1-10 employees
Implementation Rating
Atlassian Jira Align
Atlassian Jira Align 10.0
Based on 1 answer
No answer on this topic is available.
Zendesk Support Suite
Zendesk Support Suite 9.0
Based on 35 answers
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
The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy

Verified User
Director in Customer Service
Computer Software Company, 201-500 employeesAlternatives Considered
Atlassian Jira Align
Microsoft Azure Devops won't have the major functionality of software management like Jira. The customization provided by Jira is having a cutting edge over any project management tool. Adds-on and Plugins feature in the Jira Tool make it as perfect as desired task management tool for any company. One of the best Agile based Project Management Tools.

Verified User
Employee in Information Technology
Information Technology & Services Company, 5001-10,000 employeesZendesk Support Suite
I have not used any other support software, but also evaluated FreshDesk. For our needs at the time, Zendesk was more polished and had the ability to support multiple websites in a single instance, while allowing customization for each brand separately. That was crucial to us, and is why we went with Enterprise.
Vice President, e-Commerce
JS Products, Inc.Consumer Goods, 51-200 employees
Return on Investment
Atlassian Jira Align
- It has a vast amount of features to implement in our project and the time management is a great ROI as well. As it is helping us to deliver our product in time.
- We can trace our sprint activity and it helps us to collaborate well.
Business Analyst
Spring Rain Pvt LtdComputer Software, 11-50 employees
Zendesk Support Suite
- The main part of the IT department is able to quickly prioritize and delegate tickets as they come in.
- Tickets can be linked to each other and support articles, creating opportunities for more efficient responses.
- Central location for users to ask for tech help when they don't need to know which staff member is the appropriate person to ask.
Database Administrator
The Blake SchoolPrimary/Secondary Education, 201-500 employees