What users are saying about
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Top Rated
280 Ratings
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Top Rated
498 Ratings

Jira Service Desk

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Top Rated
280 Ratings
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Score 8 out of 101

Zendesk

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Top Rated
498 Ratings
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Score 8.3 out of 101

Likelihood to Recommend

Jira Service Desk

JIRA Service Desk is an integral part of the entire Atlassian Suite that we use at our organization. Some of its strong suits include easing the communication between end users/customers and the support teams. The added feature of internal only communications allows agents, users who respond and work on requests, to add comments that only they can see. This is important for roping in others on a particular request without the end user seeing all of the unimportant communication. One of the areas that JSD is less suited for is communications between internal teams and customers at the same time. When the submitter of the ticket is already an agent and starts commenting with internal comments, they will not receive notifications when others reply also using internal comments. This can cause confusion and loss of time due to people not seeing notifications for comments in a timely manner.
Gary Smolyak profile photo

Zendesk

Zendesk is a really good ticketing platform, but if one of your primary goals with a support solution is to better understand and connect with our customers, Zendesk may not be the best solution. The difficulty with getting historical context about the tickets that are submitted, and the lack of a customer profile to really provide real-time insight into how customers feel about their support experience or just overall sentiment about the organization, are a few of the reasons you may want to consider a more robust solution.
Carmen Johnson profile photo

Feature Rating Comparison

Incident and problem management

Jira Service Desk
8.8
Zendesk
8.6
Organize and prioritize service tickets
Jira Service Desk
8.8
Zendesk
8.9
Expert directory
Jira Service Desk
9.0
Zendesk
7.9
Service restoration
Jira Service Desk
9.5
Zendesk
Self-service tools
Jira Service Desk
8.0
Zendesk
Subscription-based notifications
Jira Service Desk
10.0
Zendesk
8.2
ITSM collaboration and documentation
Jira Service Desk
8.0
Zendesk
8.1
ITSM reports and dashboards
Jira Service Desk
8.0
Zendesk
Ticket creation and submission
Jira Service Desk
Zendesk
9.3
Ticket response
Jira Service Desk
Zendesk
9.1

ITSM asset management

Jira Service Desk
10.0
Zendesk
Configuration mangement
Jira Service Desk
10.0
Zendesk
Asset management dashboard
Jira Service Desk
10.0
Zendesk
Policy and contract enforcement
Jira Service Desk
10.0
Zendesk

Change management

Jira Service Desk
7.7
Zendesk
Change requests repository
Jira Service Desk
8.2
Zendesk
Change calendar
Jira Service Desk
6.5
Zendesk
Service-level management
Jira Service Desk
8.4
Zendesk

Self Help Community

Jira Service Desk
Zendesk
8.3
External knowledge base
Jira Service Desk
Zendesk
8.4
Internal knowledge base
Jira Service Desk
Zendesk
8.2

Multi-Channel Help

Jira Service Desk
Zendesk
8.5
Customer portal
Jira Service Desk
Zendesk
8.6
IVR
Jira Service Desk
Zendesk
8.2
Social integration
Jira Service Desk
Zendesk
8.1
Email support
Jira Service Desk
Zendesk
9.0
Help Desk CRM integration
Jira Service Desk
Zendesk
8.6

Pros

Jira Service Desk

  • Highly configurable Notification Scheme, allowing free customization on who receives notifications and when
  • Ability to add extra features through the highly diverse Atlassian Marketplace.
  • Simple and highly customizable ticket interface. The Software can be almost completely branded in every aspect to represent your organization.
  • Integration with Jira Software allows support tickets to be moved into other Log Term projects as necessary.
Gary Smolyak profile photo

Zendesk

  • With Zendesk we are able to have a holistic view of which customers have been attended to. Zendesk's easy to use Inbox feature makes this easy for anyone to join the team and start working in support.
  • The integration with multiple platforms for communication makes this the goto Support Desk tool. We are able to have all our website, social media and email communication come into one location for all support staff to handle and see
  • Zendesk apps and plugins increase usefulness. Being able to add apps to our Zendesk makes it easier for us to do things like measure productivity, conduct surveys and share customer communication on channels like Slack
  • The ability to build your own Knowledgebase and have it on hand when answering customer queries is a life send. This alone is worth the monthly fees. As you can build up a Knowledgebase overtime and link to it on a website or through different communication channels.
Nathan Sichilongo profile photo

Cons

Jira Service Desk

  • I wish there was a better view of the current sprint. There are views available for this, but they do not seem to be very customizable.
  • It would be nice if when I run into something that I don't have access to, I could send a request to our system administrator from within JIRA. Sometimes it is hard to communicate exactly what I need access to and sending the request from a specific screen in JIRA could simplify this.
  • I wish that clicking a link in a ticket would open in a new tab. I do not want a link to a document or website to replace the ticket tab that I currently have open.
No photo available

Zendesk

  • Social media functionality is limited for example with Facebook, you cannot upload images (whether this a Facebook API limitation or Zendesk it leaves much to be desired. Also syncing between social media messages and Zendesk takes a bit of time.
  • Duplicate messages are frustrating when the ticket system is open and not assigned. While Zendesk does show all messages in an inbox, you have to constantly refresh the inbox to get the most up to date inbox messages. If there was a way to show when someone is selecting a message (in an open ticket setup), it would make Zendesk 10x better.
Nathan Sichilongo profile photo

Likelihood to Renew

Jira Service Desk

Jira Service Desk 9.6
Based on 2 answers
I give it this rating because one has to be a creator or a master of tool before he renews it.
No photo available

Zendesk

Zendesk 10.0
Based on 37 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 profile photo

Usability

Jira Service Desk

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 8.5
Based on 14 answers
This is a great ticket system and provides an easy way to track communication while solving issues. The contacts section needs more to be a full fledge CRM but for support this is a great system. The autoresponder options are very beneficial and can be customized from sending detailed information or simple we have your request responses
Kris Lambert profile photo

Reliability and Availability

Jira Service Desk

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 8.6
Based on 13 answers
We had no delay in implementing the product once our account was setup.
Jonathan Hatch profile photo

Performance

Jira Service Desk

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 8.0
Based on 10 answers
The new UI is really slow at times
Adam McCurdy profile photo

Support

Jira Service Desk

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 9.1
Based on 18 answers
The response speed from their support team could be quicker.
Eric Johnson profile photo

Online Training

Jira Service Desk

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 7.9
Based on 9 answers
They were knowledgable and thorough!
Jonathan Hatch profile photo

Implementation

Jira Service Desk

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 9.0
Based on 17 answers
It's working exactly as intended.
Eric Johnson profile photo

Alternatives Considered

Jira Service Desk

We did select Jira initially because of its simplicity and ease of setup but it turned out to be a lot more complex to get up and running!We had a large KEBD, and we wanted to take its advantage to the fullest, so we went ahead and had this setup, but later replaced it with Service Now for commercial and Management decisions!
No photo available

Zendesk

Zendesk competitors include:
  • Microsoft Parature -- this product intreface is possibly the worst I've seen for customer service. Looks like a mid-90s enterprise application and is about as intuitive to use. We have help migrate dozens of instances away from Parature into Zendesk as clients look for more modern, intuitive, and cost effective tools.
  • Fresh Desk -- on the surface is very similar to Zendesk feature for feature and a not-dissimilar interface. Freshdesk automation leaves something to be desired vs Zendesk. They separate automations into categories that are hard to align and get a full picture. Clients get confused and end up with a lot of extra settings they aren't certain of the functionality for.
  • Desk.com -- Salesforce standalone customer service product. Compared the Zendesk the API is heavily lacking. The interface is more simplified, but this doesn't scale well to anything beyond a small team.
  • Salesforce Ticketing -- Salesforce itself has ticketing functionality. This can be powerful if the company has a well functioning Salesforce instance, or a disaster if they do not. Customer service agents will need to understand all of Salesforce to be effective. We recently moved a large client's customer service team to Zendesk then integrated tickets into Salesforce so the data was present for other parts of the company.
Brendan Farrar-Foley profile photo

Return on Investment

Jira Service Desk

  • Did not find it inexpensive for sure, but if you already have invested in a vast KEBD Database Integration it can work wonders for you.
  • Ticket count certainly decreased for L1 based tickets.
  • Can be user-friendly only if the initial setup of how to utilize this software is done right by the professional services.
No photo available

Zendesk

  • Greater transparency has made me more efficient as others can jump in and help when maybe it was best for them to help rather than I [was] in the first place.
  • Users feel better supported. They're happier and in my opinion they are easier to work with.
  • At any given time we all feel less stressed because we have a clear picture of where we're at. It makes planning for infrastructure changes and support much more focused because we can refer to relevant data based on real world usage.
Trevor Gerzen profile photo

Pricing Details

Jira Service Desk

General

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

Jira Service Desk Editions & Modules

Jira Service Desk
Edition
Small Teams
$101
Growing teams
$202
Large teams
Discount3
1. per agent for up to 3 agents
2. per agent per month for 4-15 agents
3. per agent for 16+ agents
Additional Pricing Details
View the pricing calculator for 16+ agents here: https://www.atlassian.com/software/jira/service-desk/pricing/upcoming#pricing-calculator

Zendesk

General

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

Zendesk Editions & Modules

Zendesk
Additional Pricing Details

Add comparison