What users are saying about
Top Rated
379 Ratings
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Top Rated
653 Ratings
Top Rated
379 Ratings
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Score 8.1 out of 100

Zendesk Support Suite

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Top Rated
653 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.8 out of 100

Likelihood to Recommend

Jira Service Desk

It could work well as a service desk ticketing system. It is great at building out and managing a specific workflow. Using the workflow Jira can be used to manage any number of development type projects. This allows you to be strict on the steps being followed in development while turning over the management of that process to the developers. That allows for fewer hands-on project management and allows for more of an Agile approach where you focus on impediments and removing roadblocks. It's also a great tool for managers to be able to see everything that is going on without reading through hundreds of emails. Additionally, managers can quickly dive into issues and see the full history of what has gone on with a particular ticket.
Anonymous | TrustRadius Reviewer

Zendesk Support Suite

ZenDesk is great if you have a large source of incoming data. For us, we managed over 500 endpoints with a lot of users who have something to ask/request/complain about. So we need a system that will take all that data in. If your source of data is smaller and can be handled by a group email - then ZenDesk may not be a fit for you, but consider it as your company grows.
Justin Esgar | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Jira Service Desk
8.9
Zendesk Support Suite
6.8
Organize and prioritize service tickets
Jira Service Desk
8.9
Zendesk Support Suite
7.0
Expert directory
Jira Service Desk
9.0
Zendesk Support Suite
6.5
Service restoration
Jira Service Desk
9.5
Zendesk Support Suite
Self-service tools
Jira Service Desk
8.3
Zendesk Support Suite
Subscription-based notifications
Jira Service Desk
10.0
Zendesk Support Suite
5.4
ITSM collaboration and documentation
Jira Service Desk
8.3
Zendesk Support Suite
7.5
ITSM reports and dashboards
Jira Service Desk
8.5
Zendesk Support Suite
Ticket creation and submission
Jira Service Desk
Zendesk Support Suite
7.5
Ticket response
Jira Service Desk
Zendesk Support Suite
7.1

ITSM asset management

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

Change management

Jira Service Desk
7.6
Zendesk Support Suite
Change requests repository
Jira Service Desk
8.0
Zendesk Support Suite
Change calendar
Jira Service Desk
6.5
Zendesk Support Suite
Service-level management
Jira Service Desk
8.2
Zendesk Support Suite

Self Help Community

Jira Service Desk
Zendesk Support Suite
6.9
External knowledge base
Jira Service Desk
Zendesk Support Suite
7.1
Internal knowledge base
Jira Service Desk
Zendesk Support Suite
6.8

Multi-Channel Help

Jira Service Desk
Zendesk Support Suite
6.8
Customer portal
Jira Service Desk
Zendesk Support Suite
6.1
IVR
Jira Service Desk
Zendesk Support Suite
6.0
Social integration
Jira Service Desk
Zendesk Support Suite
8.1
Email support
Jira Service Desk
Zendesk Support Suite
7.3
Help Desk CRM integration
Jira Service Desk
Zendesk Support Suite
6.4

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 | TrustRadius Reviewer

Zendesk Support Suite

  • Triggers - we're able to automate a significant amount of tasks and repetitive work by relying on Zendesks flexible trigger options.
  • Macros - The ability to create complex message templates with autofilled information is a significant time saver.
  • Collaboration - since Zendesk implemented more transparent communication controls for CC contacts we're able to have more effective communication with customers and relevant stakeholders. This was a much appreciated improvement.
Anonymous | TrustRadius Reviewer

Cons

Jira Service Desk

  • Some of the built-in functions and workflows are surprisingly limited given the fact that you can customize a lot with JQL. These limited areas do not allow you to use JQL. For instance, the built-in notifications are lacking. They have one that is great-- "notify on critical ticket creation"-- EXCEPT that it does not allow you to notify a group or anything, only individual users.
  • The ticket interface is a little odd for agents. Changing the status is not a simple drop down from unassigned to open to in progress to pending, etc. There are a couple of tabs ("investigate", "pending", "workflow") where you can change the status in different ways. Maybe I am just not used to this way of doing it, but I feel like it could be simplified.
  • It can get complicated deleting/changing some of the out-of-the-box fields and rules, because you never know what will break workflows or other automated/built-in features.
Anonymous | TrustRadius Reviewer

Zendesk Support Suite

  • The workflow was fixed, so if your ticket flow didn't fit with how ZenDesk thought it should it was difficult to manage. For example, I like to separate tickets where we are waiting for something from the customer from tickets where I'm waiting for an employee to deliver something. This was impossible, and when I gave that feedback I was told that wasn't a valid way of looking at support. This meant I had to inspect each and every "Pending" ticket every day to separate them to generate a list of tasks.
  • Their ticket UI is weird and difficult to understand.
  • As a manager, I wanted to see what tickets my customer service agents submitted over the past week, but their "View" feature doesn't include OR logic making it impossible to create a proper search. Even just getting a list of all of the tickets that were completed in the past week was impossible without a lot of massaging of the data, and tech. support refused to even answer the question. I had to do two searches, one for "solved" tickets and one for "closed" tickets, and you couldn't change the state workflow since their crazy system doesn't allow it.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Jira Service Desk

Jira Service Desk 10.0
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.
Anonymous | TrustRadius Reviewer

Zendesk Support Suite

Zendesk Support Suite 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 | TrustRadius Reviewer

Usability

Jira Service Desk

Jira Service Desk 9.5
Based on 2 answers
I gave JIRA a score of 9 since I am happy with the service it offers. I can easily see the SLA since it gives me visibility. I can pull up the reports I need. I can reach out to our clients using the PR ticket so it is hassle-free for me.
Mhatet Ramos | TrustRadius Reviewer

Zendesk Support Suite

Zendesk Support Suite 8.0
Based on 17 answers
The usability is great, but I do have to be honest and say that I still have a little trouble with the user interface sometimes. I have poor ability to differentiate between similar colors and sometimes if I am not directly in front of my screen I have trouble with the text inputs
Chase Sheaffer | TrustRadius Reviewer

Reliability and Availability

Jira Service Desk

No score
No answers yet
No answers on this topic

Zendesk Support Suite

Zendesk Support Suite 8.6
Based on 26 answers
• Occasional issues, but generally very stable.
• Any scheduled downtime was always communicated effectively with frequent updates on system status. No issues here
Anonymous | TrustRadius Reviewer

Performance

Jira Service Desk

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

Jira Service Desk

Jira Service Desk 8.4
Based on 34 answers
I have not used the technical support from Atlassian. In terms of online help and resources, they are a bit limited thus making it more of a challenge to troubleshoot issues and learn more functionality. There aren't a lot of resources available on the Atlassian site besides developer documents. It would be nice to have a blog or forum where users can get the help they need.
Anonymous | TrustRadius Reviewer

Zendesk Support Suite

Zendesk Support Suite 6.3
Based on 52 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

Jira Service Desk

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

Jira Service Desk

No score
No answers yet
No answers on this topic

Zendesk Support Suite

Zendesk Support Suite 9.0
Based on 34 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

Jira Service Desk

Before JIRA, I used Basecamp to track all projects. We did not have a "ticketing system", but Basecamp served to track any open issues that we needed to be worked on. This was not very effective as Basecamp is not made for this purpose. Switching over to JIRA has been a much better experience. Tickets are not lost, there is accountability across the team.
Anonymous | TrustRadius Reviewer

Zendesk Support Suite

We used Freshdesk when it was a relatively new product. We switched to Zendesk later to take advantage of better user management, easier interface and user experience, better reporting tools and to align ourselves with a recognised brand.We use Intercom to engage with customers, however have decided not to use it as our support desk as Zendesk has better ticket prioritisation tools and reporting. However we would consider moving to Intercom if they improved their support desk offering so that our team only had to use one system.
Nikhil George | TrustRadius Reviewer

Return on Investment

Jira Service Desk

  • We would not be very organized as a software company without using JIRA and it would in turn reflect negatively across the entire studio and the products that we release.
  • Almost everyone in our company uses JIRA in one way or another from developers to testers to marketing and every team in between.
  • The only time I have witnessed that JIRA has a negative effect on our objectives is if they suffer a major failure on their part and JIRA is not accessable or usable for a length of time. Thankfully in over 3 years of using JIRA this has only occurred a handful of times.
Anonymous | TrustRadius Reviewer

Zendesk Support Suite

  • Zendesk has allowed us to create a support infrastructure for a relatively low cost, allowing us to spend our money on hiring great agents who work with the tool.
  • Integrating other tools into Zendesk is easy and allows our agents to work more efficiently, reducing the touches they perform and the costs associated with that.
Anonymous | TrustRadius Reviewer

Screenshots

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

Edition
Free$01
Standard$202
Premium$402
EnterpriseContact sales team
  1. per month
  2. per agent/per month
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

Jira Service Desk
8.5
Zendesk Support Suite
5.9

Likelihood to Renew

Jira Service Desk
10.0
Zendesk Support Suite
10.0

Usability

Jira Service Desk
9.5
Zendesk Support Suite
8.0

Reliability and Availability

Jira Service Desk
Zendesk Support Suite
8.6

Performance

Jira Service Desk
Zendesk Support Suite
8.0

Support Rating

Jira Service Desk
8.4
Zendesk Support Suite
6.3

In-Person Training

Jira Service Desk
Zendesk Support Suite
10.0

Online Training

Jira Service Desk
Zendesk Support Suite
7.9

Implementation Rating

Jira Service Desk
Zendesk Support Suite
9.0

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