Atlassian Jira vs. Jira Service Management vs. Zendesk Suite

Jira facilitates software development, bug tracking, and sprints. It's ideal for structured workflows, issue management, and customer communication. However, more straightforward tools might be more efficient for highly creative, unstructured tasks or tiny, agile teams with quick visual overviews. Jira's complexity can be overkill for basic task lists.

Incentivized

I think using a ticketing system is very easy to use and allows multiple teams to create help desks in the same portal. In terms of internal usage, I think this is a great option. However, suppose you're trying to keep internal items and external helpdesks in the same instance. In that case, this is not ideal, as there is no effective way to separate the two instances to protect internal data better.

Incentivized

Being a customer support agent, I found it very good when it comes to send an email or call or chat- with the user. I can do all that from the one single platform which is so easy and time saving for you. It does not take much time to use this, We can chat- with the user and at the same time we can send an email to them as well.

Incentivized

• Integration of tools like Bitbucket, Github, etc., has made it easier to track the code changes, pull requests, and branches linked to the respective ticket.
• The detailed tracking system in JIRA has helped the teams prioritize and understand the project tasks and issues.
• JIRA's project tracking board helps you keep track of the project, its flow, and expectations in a structured format.

Incentivized

• Integration with many of the most common tools companies are using (Slack, MS Teams, Salesforce, ... etc)
• Natural workflow with Jira (as product development / project management tool) which makes the full fix and follow up of the tickets / issues very easy to follow
• Allow multiple different entry points and work flows for as many different needs your teams / company have

• UI/UX; mature macros and automations, slick and well thought out UI.
• Reporting, reporting, reporting. With user, org, and ticket level tags, we can track every aspect of our ticket flow.
• Extensibility; the app marketplace is a great resource for expanding functionality from the baseline offering.

Incentivized

• The interface is not intuitive to learn for new users
• JQL is similarly challenging for newbies
• It's possible to accidentally move issues from one sprint to another without realizing your mistake
• Certain issue attributes aren't available in certain view (e.g. story points from the epic overview)

Incentivized

• Navigating through issues outside of a kan ban board can be confusing and task heavy.
• It's easy to clutter up the tool. It could use some easy clean up capabilities.
• User interface is decent, but could use work to make it more intuitive.

Incentivized

• Is there a way for AEs and CSMs to be informed in a weekly summary of all their accounts and any tickets? Example: Disney submitted a ticket on XYZ. Google has an urgent issue on X still unresolved.
• Is there a way for CSMs or AEs to have a Dashboard that's specific to their accounts instead of seeing all the tickets in the queue that are not relevant to them?

Incentivized

This is because Jira Software generates a huge profit for an affordable price. Having a tool that makes team management transparent and effective is very valuable.

In addition, the renewal of Jira Software and all Atlassian tools is predictable and clear, as the prices are published on the Atlassian website and there is no pyramid of intermediaries.

Incentivized

In the current contect the requirments is around having a tool that is focused and can handle large ticket volumes and tracking incident, problem and user requests concerning end users. Jira has built in functionality to address the above practice needs faily easily and has a substantial amount of customizable reports for generating the relevant intelligence.

Incentivized

Zendesk is an amazing tool for communicating with your customers easily. The communication tickets from sellers to us or from us to sellers are stored, and there are statuses used to make communication easy. We have internal conversations between departments, linked with useful software such as Zingtree, Talkdesk, and Webs.

Incentivized

The interface is simple and easy to use if you have some experience with it. Configuration is also logical most of the time. However, less experienced users tend to find themselves lost in some tasks - usually complex project configuration- but sometimes simple things, such as seeing why a user can't move issues in a workflow. Jira configuration requires a good amount of experience - and even experienced users often resort to documentation. It's a tool that's easy to use if you know what you're doing and where to find the proper documentation, but novice users tend to find it challenging.

Incentivized

If you're used to other tools in the Atlassian ecosystem, you'll feel right at home with JSM. It's also a platform that technical folk can easily pick up. However, I wouldn't recommend using JSM as a company's first jumping off point into Atlassian. There are a lot of other 'newer' tools that provide sleeker ITSM systems at a similar cost.

Incentivized

Pros: The agent interface is sleek, contemporary, and relatively easy to learn compared to many other enterprise tools. For common tasks, admins are given point-and-click options- adding fields, modifying workflows, constructing macros. The knowledge base (Guide) editor is easy to use for non-developers. Drawbacks: Once you move past the initial things - complex automations, reporting/analytics in Explore, and/or customizations integrating the API, it requires much more advanced training to use successfully. Navigating between the different modules (Support, Explore, Chat, Guide) can feel very disconnected; often you are reminded that it really is a "suite" of products brought together -not really one unified platform. If you're using multiple brands managing simultaneous support tickets, or heavily customizing workflows to meet your brand, you may run into a bit of struggle with usability. So: it's a lot more user friendly than the palaces (Salesforce Service Cloud, ServiceNow), but is not used as quickly or with as much streamlined flow as a product made for a small shop. So if you are looking for a great balance, this is a good option if you are a net new organization or an organization on their way to scaling from 15 - 50 employee. Expect some elbow grease from the admin team once learning, adapting, and working efficiently once you move past the basics with your support tickets and initial customizations.

Incentivized

Did not face any issues and whenever they plan maintanance they update all of us very well in advance also so in that view we are good with the product stability.

Incentivized

In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.

Performance is really good though it holds lot of data it loads quickly especially search operation also get the results very quickly as needed hence its good

Incentivized

There has been minor performance degradation on a very few days out of the two years I have been using the product.

I have not had a chance to contact JIRA's customer support. It does offer extensive documentation, although it often feels too technical for me. There is also a JIRA training app that lets you take little lessons and quizzes on different areas (e.g., JIRA basics, agile). I did find it a helpful way to teach myself.

Incentivized

I gave JIRA a 9 rating since for me JIRA works according to its purpose. Since there is a customer portal, our clients can leave a comment or communicate with us using the PR ticket that way it is easier for us to also request any additional information we need for our investigation.

We rarely need to contact their support team, but when we do they are responsive. However there have been notable times when communication between myself and the support rep was challenging despite me providing clear explanation of the issue, screenshots, and a thorough explanation of the goal we hope to achieve. It took several back and forth attempt, on a few occasions, to get resolution on an otherwise simple request

Had received training from our own internal user so it was good and also very easy to understand topics and many tasks in the UI are self explanatory and we can do by our own

Incentivized

One of their strong points i stheir documentation. Almost all of the basic set up needed within JIRA is available online through atlassian and its easy to find and very precise. The more critical issues need to be addressed as well and hence the rating of 8 instead of a 9.

Incentivized

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.

Take your time implementing Jira. Make sure you understand how you want to handle your projects and workflows. Investing more time in the implementation can pay off in a long run. It basically took us 5 days to define and implement correctly, but that meant smooth sailing later on.

Incentivized

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

monday.com cannot be integrated with CI/CD tools, whereas Atlassian Jira integrates with CI/CD tools seamlessly. Atlassian Jira has strong Agile and Scrum support. Coming to monday.com, it has basic agile functionality. But Atlassian Jira has a complex UI, and monday.com has an intuitive, drag-and-drop interface. Overall, Atlassian Jira provides features like Agile project management, DevOps integration, and customizable workflows.

Incentivized

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 drawback of this is the price is significantly more expensive rather than hosting it yourself. Zendesk does have some additional features such as commenting on multiple tickets at once that JSD does lack. However, switching to JSD was significantly more cost effective because we have the ability and the infrastructure to host our own ticketing system, something that Zendesk could not provide. Ultimatley switching to JSD saved us money and allows the ability for integration with all of the other Atlassian Suite products that we use on a day to day basis.

Incentivized

The customisable reporting every time. Our leadership reply on me to run my team and want to know what customers are telling us so they can elevate our products. We have extensive custom reports that tie up all aspects of our product and customer journeys. I've not found another product that allows me as much freedom as Zendesk Suite explore does, so far.

Incentivized

Product is rellay good but pricing part I am not aware

Incentivized

Atlassian Jira is highly stable and good with its performance and its has all the required scalability features as business needs

Incentivized

WHY we will use Zendesk in HR and PD internally

Incentivized

• Atlassian Jira's robust workflow automation has boosted team efficiency, shortening delivery cycles and driving a positive ROI through improved project management.
• Its advanced reporting and integration capabilities have enabled data-driven decisions, aligning operations with key business objectives.
• However, the steep learning curve can delay adoption, potentially hindering short-term ROI.

Incentivized

• It is definitely cheaper than Salesforce
• It allows the IT service desk to be more organized and respond more quickly to tickets, which can save time for both agent and requester.
• Some things are "not quite there" developmentally, so this means that internal IT will need to spend more time developing and testing the product.

Incentivized

• Integrating other AI solutions for an organization with high volumes can cost about USD5000 monthly. With Zendesk AI and by building onto the same with AI powered apps built for Zendesk Suite we save a projected USD4000 monthly.
• Robust Zendesk APIs have enabled us to integrate our internal system with a customized app saving us hundreds of hours every quarter spent loading customer profiles that are not loaded instantly from the app.
• Plug and play apps like Round robin save us weeks of sprint delay timelines as they do not require additional coding or developer support to install and start using.

Incentivized