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Top Rated
692 Ratings
124 Ratings
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Score 8.2 out of 100

Zendesk Support Suite

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Top Rated
692 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.1 out of 100

Likelihood to Recommend

Atlassian Jira Align (formerly AgileCraft)

The Atlassian Jira Align (formerly AgileCraft) tools help keep our scrum teams moving in the right direction. It gives Sr. Executives visibility into the progress of our digital transformation efforts. It provides information to our program manager to create the necessary artifacts to justify continued funding of our initiatives. It also supports the SAFe framework, along with some others. And the Atlassian Jira Align (formerly AgileCraft) tools provide integration to other tools that we use in our portfolio.
Gene Baker | 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

Feature Rating Comparison

Project Management

Atlassian Jira Align (formerly AgileCraft)
8.0
Zendesk Support Suite
Task Management
Atlassian Jira Align (formerly AgileCraft)
9.0
Zendesk Support Suite
Resource Management
Atlassian Jira Align (formerly AgileCraft)
7.5
Zendesk Support Suite
Gantt Charts
Atlassian Jira Align (formerly AgileCraft)
6.9
Zendesk Support Suite
Scheduling
Atlassian Jira Align (formerly AgileCraft)
8.3
Zendesk Support Suite
Workflow Automation
Atlassian Jira Align (formerly AgileCraft)
8.7
Zendesk Support Suite
Team Collaboration
Atlassian Jira Align (formerly AgileCraft)
8.9
Zendesk Support Suite
Support for Agile Methodology
Atlassian Jira Align (formerly AgileCraft)
9.2
Zendesk Support Suite
Support for Waterfall Methodology
Atlassian Jira Align (formerly AgileCraft)
7.9
Zendesk Support Suite
Document Management
Atlassian Jira Align (formerly AgileCraft)
7.4
Zendesk Support Suite
Email integration
Atlassian Jira Align (formerly AgileCraft)
7.6
Zendesk Support Suite
Mobile Access
Atlassian Jira Align (formerly AgileCraft)
6.9
Zendesk Support Suite
Timesheet Tracking
Atlassian Jira Align (formerly AgileCraft)
7.3
Zendesk Support Suite
Change request and Case Management
Atlassian Jira Align (formerly AgileCraft)
8.3
Zendesk Support Suite
Budget and Expense Management
Atlassian Jira Align (formerly AgileCraft)
8.1
Zendesk Support Suite

Professional Services Automation

Atlassian Jira Align (formerly AgileCraft)
7.4
Zendesk Support Suite
Quotes/estimates
Atlassian Jira Align (formerly AgileCraft)
7.5
Zendesk Support Suite
Invoicing
Atlassian Jira Align (formerly AgileCraft)
7.0
Zendesk Support Suite
Project & financial reporting
Atlassian Jira Align (formerly AgileCraft)
7.8
Zendesk Support Suite
Integration with accounting software
Atlassian Jira Align (formerly AgileCraft)
7.5
Zendesk Support Suite

Incident and problem management

Atlassian Jira Align (formerly AgileCraft)
Zendesk Support Suite
7.9
Organize and prioritize service tickets
Atlassian Jira Align (formerly AgileCraft)
Zendesk Support Suite
8.1
Expert directory
Atlassian Jira Align (formerly AgileCraft)
Zendesk Support Suite
7.3
Subscription-based notifications
Atlassian Jira Align (formerly AgileCraft)
Zendesk Support Suite
6.6
ITSM collaboration and documentation
Atlassian Jira Align (formerly AgileCraft)
Zendesk Support Suite
8.1
Ticket creation and submission
Atlassian Jira Align (formerly AgileCraft)
Zendesk Support Suite
8.8
Ticket response
Atlassian Jira Align (formerly AgileCraft)
Zendesk Support Suite
8.4

Self Help Community

Atlassian Jira Align (formerly AgileCraft)
Zendesk Support Suite
7.8
External knowledge base
Atlassian Jira Align (formerly AgileCraft)
Zendesk Support Suite
7.6
Internal knowledge base
Atlassian Jira Align (formerly AgileCraft)
Zendesk Support Suite
7.9

Multi-Channel Help

Atlassian Jira Align (formerly AgileCraft)
Zendesk Support Suite
7.8
Customer portal
Atlassian Jira Align (formerly AgileCraft)
Zendesk Support Suite
7.6
IVR
Atlassian Jira Align (formerly AgileCraft)
Zendesk Support Suite
7.2
Social integration
Atlassian Jira Align (formerly AgileCraft)
Zendesk Support Suite
7.8
Email support
Atlassian Jira Align (formerly AgileCraft)
Zendesk Support Suite
8.4
Help Desk CRM integration
Atlassian Jira Align (formerly AgileCraft)
Zendesk Support Suite
8.1

Pros

Atlassian Jira Align (formerly AgileCraft)

  • 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 (formerly AgileCraft)

  • The only difficult thing is its learning for the beginners.
  • Initially, its learning is quite steep but with the passage of time it becomes smooth enough and you will love to use it.
  • It is enriched with all latest and powerful features in order to fully satisfy customers.
Dayanna Anderson | 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

Likelihood to Renew

Atlassian Jira Align (formerly AgileCraft)

No score
No answers yet
No answers on this topic

Zendesk Support Suite

Zendesk Support Suite 10.0
Based on 38 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 (formerly AgileCraft)

No score
No answers yet
No answers on this topic

Zendesk Support Suite

Zendesk Support Suite 8.9
Based on 18 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 (formerly AgileCraft)

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 (formerly AgileCraft)

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 (formerly AgileCraft)

Atlassian Jira Align (formerly AgileCraft) 7.7
Based on 14 answers
While we have not had any issues with Jira since our organization adopted the software, this fact is clear evidence that they actively maintain and fix newly reported issues by their users. Thus, being on top of bug fixes is perhaps the best way of supporting users. They also have made their support easily accessible and available on their website.
Ryan McGarry | TrustRadius Reviewer

Zendesk Support Suite

Zendesk Support Suite 6.3
Based on 53 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 (formerly AgileCraft)

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 (formerly AgileCraft)

No score
No answers yet
No answers on this topic

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 (formerly AgileCraft)

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 (formerly AgileCraft)

  • With Jira, it is very easy to track down various bottlenecks in the deliverables further streamlining the development process in the production stage. Running numerous IT projects with multiple bottlenecks and backlogs was the biggest challenge that we ever faced before implementing Jira. Jira made the process more efficient by saving time and money.
  • Jira helped to build customized features for different verticals. Rather than investing in different third party tools we were able to perform the same tasks in Jira. This saved us lot of money.
Prathamesh Muzumdar | 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

Pricing Details

Atlassian Jira Align (formerly AgileCraft)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Atlassian Jira Align (formerly AgileCraft) 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

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

Rating Summary

Likelihood to Recommend

Atlassian Jira Align (formerly AgileCraft)
8.3
Zendesk Support Suite
7.6

Likelihood to Renew

Atlassian Jira Align (formerly AgileCraft)
Zendesk Support Suite
10.0

Usability

Atlassian Jira Align (formerly AgileCraft)
Zendesk Support Suite
8.9

Reliability and Availability

Atlassian Jira Align (formerly AgileCraft)
Zendesk Support Suite
8.6

Performance

Atlassian Jira Align (formerly AgileCraft)
Zendesk Support Suite
8.0

Support Rating

Atlassian Jira Align (formerly AgileCraft)
7.7
Zendesk Support Suite
6.3

In-Person Training

Atlassian Jira Align (formerly AgileCraft)
Zendesk Support Suite
10.0

Online Training

Atlassian Jira Align (formerly AgileCraft)
Zendesk Support Suite
7.9

Implementation Rating

Atlassian Jira Align (formerly AgileCraft)
Zendesk Support Suite
9.0

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