Jira Service Management vs HubSpot Service Hub vs Zoho Desk
Overview
Jira Service Management
Built with IT Service Management in mind, Jira Service Management is a help desk system created for developers and by developers. Right from the get-go, the tool aims to enhance th...e customer experience through a set of specific features that help agents push more sales, better service, and most importantly, establish your business as a brand.
Platforms supported
- macOS
- Linux
- iOS app
- Android app
Support Options
- FAQs/Forum
- Knowledge Base
- 24/7 (Live rep)
- Phone Support
- Email/Help Desk
- Chat
Training Options
- Live Online
- Documentation
- In Person
- Videos
- Webinars
Screenshots
HubSpot Service Hub
Service Hub is a new software solution created by HubSpot which is concentrated on business workflow management for improving customer experience and general satisfaction level. Th...e platform contains a set of advanced tools which can help any support team automate a big part of their workflow while understanding and improving relationships with customers.
Platforms supported
- macOS
- Linux
- iOS app
- Android app
Support Options
- FAQs/Forum
- Knowledge Base
- 24/7 (Live rep)
- Phone Support
- Email/Help Desk
- Chat
Training Options
- Live Online
- Documentation
- In Person
- Videos
- Webinars
Screenshots
Zoho Desk
Designed to deliver top of the line customer support, Zoho Desk is a platform that companies use to increase agent productivity, devise more accurate analytics, and improve general...workflow. The tool is also used to determine KPIs, as well as identify performance bottlenecks. It is a robust system that is trusted by many big name companies. It has gained trust among marketers, managers, retailers, and business owners as it allows them to provide a unified customer service that is not only of high quality but round-the-clock.
Platforms supported
- macOS
- Linux
- iOS app
- Android app
Support Options
- FAQs/Forum
- Knowledge Base
- 24/7 (Live rep)
- Phone Support
- Email/Help Desk
- Chat
Training Options
- Live Online
- Documentation
- In Person
- Videos
- Webinars
Screenshots
Pricing
Jira Service Management
- Jira Service Management Free $0
- Jira Service Management Standard $22
- Jira Service Management Premium $49
—
- Free trial not available
HubSpot Service Hub
- HubSpot Service Hub Free $0
- HubSpot Service Hub Starter $50
- HubSpot Service Hub Professional $400
- HubSpot Service Hub Enterprise $1,200
- Free trial not available
Zoho Desk
- Zoho Desk Free $0
- Zoho Desk Standard $20
- Zoho Desk Professional $35
- Zoho Desk Enterprise $50
- Free trial not available
Feature comparison
Jira Service Management
5.2/10
- Auto Bcc
- Custom & Group Views
- Edit/hide threads
- Filtered Search
- Group your agents
- Keyboard shortcuts
- Light Agents
- Mobile app
- Multilingual (Multiple) content
- Occasional agents
- Private Comments within tickets
- Responsive, mobile-friendly Help Center
- Restricted conversation views
- Tags
- Add reminders on to-dos
- Bulk actions
- Canned forms
- Dynamic content
- Email scheduling
- Email signatures
- Interaction History (Ticket activities)
- Macros
- Personal canned responses
- Skills-based routing
- To-dos
- Agent collision prevention
- Traffic cop
10/10
- ITSM Process Integration
10/10
- Collaboration
- Linked tickets
- Parent-child ticketing
4.6/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Customer satisfaction ratings (CSAT)
- Group contacts by organization
- Organization profiles
- Custom user and organization fields
- Customer 360
- Customer Lists
- Customer profiles
- Customer segments
- Net Promoter Score® Surveys (Feedback)
- Satisfaction Prediction
7.8/10
- Auto reply
- Automatic ticket assignment using Dispatch'r
- Custom business rules (triggers & automations)
- Event-triggered workflow automations
- Time-based Rules
- Time-triggered automations
- Workflow automations
- Multi-task workflows with one-touch Scenarios
- Round robin ticket assignment
8.2/10
- Business Hours
- Custom status
- Custom ticket fields
- Dynamic ticket forms
- Multiple Ticket Forms
- Service Level Agreement (SLA) management
- Set your Time Zone
- SLA reporting
- Ticket file attachment size
- Sandbox test environment
- Ticket sharing
8/10
- Approval Workflows
- Customize Incident Lifecycle
- Multiple SLA Policies
- Task Management
- Auto-suggest Solutions
6.7/10
- Asset Lifecycle Management
- Risk Management
- Purchase Order (PO) Management
10/10
- Change Management
- Problem Management
5.7/10
- Branding removal (email)
- Complete portal customization
- CSS customization
- Public portal customization
- Branding removal (Help Center)
- Custom domain mapping
- FreshThemes gallery
4.4/10
- Community forums
- Knowledge base
- Related articles
- Unlimited data
- 301 Redirection
- Help Center insights
- Rich text Help Center articles
- Article Versioning
- SEO
8.1/10
- API rate limit
- Cloud telephony integration app
- Custom objects
- Email integration with Outlook
- Gamification
- Integration with Atlassian Jira
- Integrations
- Private custom apps
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
- Google Apps (G Suite)
- Endpoints
- HubSpot Integration
0.5/10
- Goals
- 1:1 video creation & hosting
- Call transcription
- Documents
- Email sequences
- Open tracking
- Playbooks
- Sequence queues
- Active Blueprints per Module
- Common Transitions per Blueprint
- Custom Functions in Blueprints
- Custom Functions using Deluge script
- Fields and Actions per Transition
- Global Reports
- Integration with Zoho products
- MSP
- Sentiment analysis
- SMS Add-on
- Transitions per Blueprint
- Two-way sync with Zoho CRM
- Zia Voice and Skill Builder
- Zoho Assist Add-on
7.4/10
- Agent Dashboard (Agent Scorecard)
- Analytics
- Custom Reports
- Export reports
- Helpdesk in-depth report
- Manager Dashboard (The Headquarters)
- Overview dashboard
- Performance distribution
- Save reports
- Support Performance dashboards
- Team Dashboards
- Tickets closed reports
- User-specific reporting
- Zendesk Benchmark
- Ticket drill down in reports
- Ticket volume trends
- Google Analytics for Help Center
- Schedule Data Export
- Schedule Reports
7.2/10
- Ability to configure for HIPAA
- Audit logs
- Custom roles and permissions
- Data center location
- Digitally signed emails (DKIM/DMARC)
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- Field-Level Access Control
- GDPR compliance
- Log in with Google
- PCI compliance (Level 1)
- Privacy Shield and Safe Harbor compliant
- Single sign on with SAML
- Single sign-on (SSO) for web and mobile
- SPF(Sender Policy Framework)
- Two-Factor Authentication
- User provisioning
- Custom email servers
- Business rules analysis
- Content Delivery Network
- Custom SSL certificates (default free)
- Guaranteed availability SLA (1 Hour Support SLA)
- Network access restriction (IP Whitelisting)
- SSL encryption
3.6/10
- Email Support
- Multibrand Support
- Phone Support (in English)
- SDK
- Web Widget
- Calling
- Chat Support (in English)
- Customer Success Manager
- Facebook
- Guidance Program
- Live chat
- Professional Services
- Support Bot
- Twitter
5/10
- Email tickets
- Outgoing SMTP settings
- Public and private notes in tickets
- Spam filtering
- Support workflow
- Ticket export
- Time tracking
- Watch tickets
- Custom Email Templates
- Email forwarding
- Mailboxes (inboxes)
- Merge tickets
- Outbound email
- Satisfaction surveys - Customizable
- Split tickets
- Ticket templates
6.9/10
- Agent Limit
- Announcements
- Backup
- Community forums
- Date comparisons
- Facebook in-sync app
- Notifications
- Project Management
- Unlimited End Users
- Multiple currencies
- Automatic sitemap generation
- Printer-friendly
- Voicemail integration
HubSpot Service Hub
7.4/10
- Auto Bcc
- Custom & Group Views
- Edit/hide threads
- Filtered Search
- Group your agents
- Keyboard shortcuts
- Light Agents
- Mobile app
- Multilingual (Multiple) content
- Occasional agents
- Private Comments within tickets
- Responsive, mobile-friendly Help Center
- Restricted conversation views
- Tags
- Add reminders on to-dos
- Bulk actions
- Canned forms
- Dynamic content
- Email scheduling
- Email signatures
- Interaction History (Ticket activities)
- Macros
- Personal canned responses
- Skills-based routing
- To-dos
- Agent collision prevention
- Traffic cop
0/10
- ITSM Process Integration
0/10
- Collaboration
- Linked tickets
- Parent-child ticketing
9.2/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Customer satisfaction ratings (CSAT)
- Group contacts by organization
- Organization profiles
- Custom user and organization fields
- Customer 360
- Customer Lists
- Customer profiles
- Customer segments
- Net Promoter Score® Surveys (Feedback)
- Satisfaction Prediction
7.8/10
- Auto reply
- Automatic ticket assignment using Dispatch'r
- Custom business rules (triggers & automations)
- Event-triggered workflow automations
- Time-based Rules
- Time-triggered automations
- Workflow automations
- Multi-task workflows with one-touch Scenarios
- Round robin ticket assignment
7.3/10
- Business Hours
- Custom status
- Custom ticket fields
- Dynamic ticket forms
- Multiple Ticket Forms
- Service Level Agreement (SLA) management
- Set your Time Zone
- SLA reporting
- Ticket file attachment size
- Sandbox test environment
- Ticket sharing
2/10
- Approval Workflows
- Customize Incident Lifecycle
- Multiple SLA Policies
- Task Management
- Auto-suggest Solutions
3.3/10
- Asset Lifecycle Management
- Risk Management
- Purchase Order (PO) Management
0/10
- Change Management
- Problem Management
10/10
- Branding removal (email)
- Complete portal customization
- CSS customization
- Public portal customization
- Branding removal (Help Center)
- Custom domain mapping
- FreshThemes gallery
7.8/10
- Community forums
- Knowledge base
- Related articles
- Unlimited data
- 301 Redirection
- Help Center insights
- Rich text Help Center articles
- Article Versioning
- SEO
8.1/10
- API rate limit
- Cloud telephony integration app
- Custom objects
- Email integration with Outlook
- Gamification
- Integration with Atlassian Jira
- Integrations
- Private custom apps
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
- Google Apps (G Suite)
- Endpoints
- HubSpot Integration
3.6/10
- Goals
- 1:1 video creation & hosting
- Call transcription
- Documents
- Email sequences
- Open tracking
- Playbooks
- Sequence queues
- Active Blueprints per Module
- Common Transitions per Blueprint
- Custom Functions in Blueprints
- Custom Functions using Deluge script
- Fields and Actions per Transition
- Global Reports
- Integration with Zoho products
- MSP
- Sentiment analysis
- SMS Add-on
- Transitions per Blueprint
- Two-way sync with Zoho CRM
- Zia Voice and Skill Builder
- Zoho Assist Add-on
6.8/10
- Agent Dashboard (Agent Scorecard)
- Analytics
- Custom Reports
- Export reports
- Helpdesk in-depth report
- Manager Dashboard (The Headquarters)
- Overview dashboard
- Performance distribution
- Save reports
- Support Performance dashboards
- Team Dashboards
- Tickets closed reports
- User-specific reporting
- Zendesk Benchmark
- Ticket drill down in reports
- Ticket volume trends
- Google Analytics for Help Center
- Schedule Data Export
- Schedule Reports
4/10
- Ability to configure for HIPAA
- Audit logs
- Custom roles and permissions
- Data center location
- Digitally signed emails (DKIM/DMARC)
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- Field-Level Access Control
- GDPR compliance
- Log in with Google
- PCI compliance (Level 1)
- Privacy Shield and Safe Harbor compliant
- Single sign on with SAML
- Single sign-on (SSO) for web and mobile
- SPF(Sender Policy Framework)
- Two-Factor Authentication
- User provisioning
- Custom email servers
- Business rules analysis
- Content Delivery Network
- Custom SSL certificates (default free)
- Guaranteed availability SLA (1 Hour Support SLA)
- Network access restriction (IP Whitelisting)
- SSL encryption
7.9/10
- Email Support
- Multibrand Support
- Phone Support (in English)
- SDK
- Web Widget
- Calling
- Chat Support (in English)
- Customer Success Manager
- Facebook
- Guidance Program
- Live chat
- Professional Services
- Support Bot
- Twitter
7.5/10
- Email tickets
- Outgoing SMTP settings
- Public and private notes in tickets
- Spam filtering
- Support workflow
- Ticket export
- Time tracking
- Watch tickets
- Custom Email Templates
- Email forwarding
- Mailboxes (inboxes)
- Merge tickets
- Outbound email
- Satisfaction surveys - Customizable
- Split tickets
- Ticket templates
3.8/10
- Agent Limit
- Announcements
- Backup
- Community forums
- Date comparisons
- Facebook in-sync app
- Notifications
- Project Management
- Unlimited End Users
- Multiple currencies
- Automatic sitemap generation
- Printer-friendly
- Voicemail integration
Zoho Desk
6.7/10
- Auto Bcc
- Custom & Group Views
- Edit/hide threads
- Filtered Search
- Group your agents
- Keyboard shortcuts
- Light Agents
- Mobile app
- Multilingual (Multiple) content
- Occasional agents
- Private Comments within tickets
- Responsive, mobile-friendly Help Center
- Restricted conversation views
- Tags
- Add reminders on to-dos
- Bulk actions
- Canned forms
- Dynamic content
- Email scheduling
- Email signatures
- Interaction History (Ticket activities)
- Macros
- Personal canned responses
- Skills-based routing
- To-dos
- Agent collision prevention
- Traffic cop
0/10
- ITSM Process Integration
3.3/10
- Collaboration
- Linked tickets
- Parent-child ticketing
7.7/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Customer satisfaction ratings (CSAT)
- Group contacts by organization
- Organization profiles
- Custom user and organization fields
- Customer 360
- Customer Lists
- Customer profiles
- Customer segments
- Net Promoter Score® Surveys (Feedback)
- Satisfaction Prediction
10/10
- Auto reply
- Automatic ticket assignment using Dispatch'r
- Custom business rules (triggers & automations)
- Event-triggered workflow automations
- Time-based Rules
- Time-triggered automations
- Workflow automations
- Multi-task workflows with one-touch Scenarios
- Round robin ticket assignment
9.1/10
- Business Hours
- Custom status
- Custom ticket fields
- Dynamic ticket forms
- Multiple Ticket Forms
- Service Level Agreement (SLA) management
- Set your Time Zone
- SLA reporting
- Ticket file attachment size
- Sandbox test environment
- Ticket sharing
4/10
- Approval Workflows
- Customize Incident Lifecycle
- Multiple SLA Policies
- Task Management
- Auto-suggest Solutions
0/10
- Asset Lifecycle Management
- Risk Management
- Purchase Order (PO) Management
0/10
- Change Management
- Problem Management
10/10
- Branding removal (email)
- Complete portal customization
- CSS customization
- Public portal customization
- Branding removal (Help Center)
- Custom domain mapping
- FreshThemes gallery
8.9/10
- Community forums
- Knowledge base
- Related articles
- Unlimited data
- 301 Redirection
- Help Center insights
- Rich text Help Center articles
- Article Versioning
- SEO
8.1/10
- API rate limit
- Cloud telephony integration app
- Custom objects
- Email integration with Outlook
- Gamification
- Integration with Atlassian Jira
- Integrations
- Private custom apps
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
- Google Apps (G Suite)
- Endpoints
- HubSpot Integration
6.8/10
- Goals
- 1:1 video creation & hosting
- Call transcription
- Documents
- Email sequences
- Open tracking
- Playbooks
- Sequence queues
- Active Blueprints per Module
- Common Transitions per Blueprint
- Custom Functions in Blueprints
- Custom Functions using Deluge script
- Fields and Actions per Transition
- Global Reports
- Integration with Zoho products
- MSP
- Sentiment analysis
- SMS Add-on
- Transitions per Blueprint
- Two-way sync with Zoho CRM
- Zia Voice and Skill Builder
- Zoho Assist Add-on
7.9/10
- Agent Dashboard (Agent Scorecard)
- Analytics
- Custom Reports
- Export reports
- Helpdesk in-depth report
- Manager Dashboard (The Headquarters)
- Overview dashboard
- Performance distribution
- Save reports
- Support Performance dashboards
- Team Dashboards
- Tickets closed reports
- User-specific reporting
- Zendesk Benchmark
- Ticket drill down in reports
- Ticket volume trends
- Google Analytics for Help Center
- Schedule Data Export
- Schedule Reports
8/10
- Ability to configure for HIPAA
- Audit logs
- Custom roles and permissions
- Data center location
- Digitally signed emails (DKIM/DMARC)
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- Field-Level Access Control
- GDPR compliance
- Log in with Google
- PCI compliance (Level 1)
- Privacy Shield and Safe Harbor compliant
- Single sign on with SAML
- Single sign-on (SSO) for web and mobile
- SPF(Sender Policy Framework)
- Two-Factor Authentication
- User provisioning
- Custom email servers
- Business rules analysis
- Content Delivery Network
- Custom SSL certificates (default free)
- Guaranteed availability SLA (1 Hour Support SLA)
- Network access restriction (IP Whitelisting)
- SSL encryption
9.3/10
- Email Support
- Multibrand Support
- Phone Support (in English)
- SDK
- Web Widget
- Calling
- Chat Support (in English)
- Customer Success Manager
- Facebook
- Guidance Program
- Live chat
- Professional Services
- Support Bot
- Twitter
9.4/10
- Email tickets
- Outgoing SMTP settings
- Public and private notes in tickets
- Spam filtering
- Support workflow
- Ticket export
- Time tracking
- Watch tickets
- Custom Email Templates
- Email forwarding
- Mailboxes (inboxes)
- Merge tickets
- Outbound email
- Satisfaction surveys - Customizable
- Split tickets
- Ticket templates
6.2/10
- Agent Limit
- Announcements
- Backup
- Community forums
- Date comparisons
- Facebook in-sync app
- Notifications
- Project Management
- Unlimited End Users
- Multiple currencies
- Automatic sitemap generation
- Printer-friendly
- Voicemail integration
Reviews
Jira Service Management
4 of 5 March 22, 2020
PROS: The Jira Service Management has a clean and sophisticated UI that is a cut above what others offer. Our team is ...
4 of 5 October 23, 2018
JSD is pretty intuitive and does not require a lot of documentation to get started. The starter pack is pretty attractive but expect to...
4 of 5 March 12, 2018
Generally speaking, this is a very complete application. It’s very useful for both small and large teams, although more effort went int...
HubSpot Service Hub
5 of 5 December 11, 2018
The ability to see and have everything on a single dashboard makes it simpler to overlook, understand and manage all the data we have. ...
4 of 5 June 1, 2018
In HubSpot Service Hub I like the ability to see the metrics considering how many times the particular email was opened, the number of ...
4 of 5 March 29, 2018
The best thing is that this tool is user-friendly and has a social media-like interface. So, it was very simple for literally everyone ...
Zoho Desk
October 18, 2020
It's an awesome platform. Very nice to see Zoho Desk as one of the standout products in G2Crowd. It deserves to be up there with other ...
October 1, 2020
Zoho Desk is one of the simplest tools for making and tracking tickets to help resolve problems brought up by customers. This can easil...
5 of 5 September 30, 2020
Its task distribution system, client database management, reporting, and chat system are some of the best features found in this tool. ...