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Top Rated
829 Ratings
450 Ratings
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Score 8.3 out of 100

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

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

    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

    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

    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

    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

    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.
    Saket Pandey | TrustRadius Reviewer

    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.
    Emily Mok | TrustRadius Reviewer

    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.
    Sourav Singla ,Safe Agilist, CSP,  ICP-ACC, CSM, CSPO, SSM, LSSG | TrustRadius Reviewer

    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!
    Anonymous | TrustRadius Reviewer

    Cons

    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.
    Ryan McGarry | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    Pricing 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
    1. 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
    1. 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.
    Anonymous | TrustRadius Reviewer

    Zendesk 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.
    Lou Gallo | TrustRadius Reviewer

    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.
    Anonymous | TrustRadius Reviewer

    Zendesk 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
    Anonymous | TrustRadius Reviewer

    Reliability 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.
    Chase Sheaffer | TrustRadius Reviewer

    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.
    Taylor Wielage | TrustRadius Reviewer

    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.
    Gene Baker | TrustRadius Reviewer

    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.
    Kevin Pearce | TrustRadius Reviewer

    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.
    Chase Sheaffer | TrustRadius Reviewer

    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
    Anonymous | TrustRadius Reviewer

    Alternatives 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.
    Anonymous | TrustRadius Reviewer

    Zendesk 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.
    Adam McCracken | TrustRadius Reviewer

    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.
    Kaniz Fatema | TrustRadius Reviewer

    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.
    Alicia Barevich, bCRE, bCEE | TrustRadius Reviewer

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