Zendesk

Jira Service Desk

Zendesk

Agent efficiency

  • Agent collision prevention
  • Bulk actions
  • Contextual Workspaces
  • Custom & Group Views
  • Dynamic content
  • Email scheduling
  • Essentials Card
  • Filtered Search
  • Group your agents
  • Guided Mode
  • Interaction History (Ticket activities)
  • Keyboard shortcuts
  • Light Agents
  • Macros
  • Mobile app
  • Multilingual (Multiple) content
  • Private Comments within tickets
  • Restricted conversation views
  • Shared canned responses
  • Skills-based routing
  • Tags
  • Auto Bcc
  • Edit/hide threads
  • Occasional agents
  • Responsive, mobile-friendly Help Center

Collaboration

  • Collaboration
  • Linked tickets
  • Parent-child ticketing

Customer relationship management

  • Contact Form
  • Contacts & Accounts Management
  • Contacts & ticket history
  • Custom user and organization fields
  • Customer journey
  • Customer Lists
  • Customer profiles
  • Customer satisfaction ratings (CSAT)
  • Device data log
  • Group contacts by organization
  • Identify contacts using external ID
  • Net Promoter Score® Surveys (Feedback)
  • Organization profiles
  • Satisfaction Prediction

Help desk automation

  • Auto reply
  • Automatic ticket assignment using Dispatch'r
  • Custom business rules (triggers & automations)
  • Event-triggered workflow automations
  • Multi-task workflows with one-touch Scenarios
  • Time-based Rules
  • Time-triggered automations
  • Workflow automations

Help desk management

  • Business Hours
  • Custom ticket fields
  • Dynamic ticket forms
  • Multiple Ticket Forms
  • Premium Sandbox
  • Sandbox test environment
  • Service Level Agreement (SLA) management
  • Set your Time Zone
  • SLA reporting
  • Ticket file attachment size
  • Ticket sharing
  • Custom status

Incident Management

  • Approval Workflows
  • Form templates
  • Multiple SLA Policies
  • Customize Incident Lifecycle
  • Task Management

ITIL Aligned Capabilities

  • Problem Management
  • Change Management

KB Customization

  • Complete portal customization
  • CSS customization
  • Custom domain mapping
  • Public portal customization
  • Branding removal (email)

Knowledge base management

  • Community forums
  • Help Center insights
  • Internal Help Center
  • Knowledge base
  • Related articles
  • Rich text Help Center articles
  • SEO
  • Unlimited data

Platform Integration

  • API rate limit
  • Cloud telephony integration app
  • Custom objects
  • Email integration with Outlook
  • Gamification
  • Google Apps (G Suite)
  • HubSpot Integration
  • Integration with Atlassian Jira
  • Integrations
  • Private custom apps
  • Public apps (Marketplace)
  • Salesforce integration
  • Slack integration
  • Webhooks
  • Zapier integration

Reporting & analytics

  • Advanced Insights
  • Agent Dashboard (Agent Scorecard)
  • Analytics
  • Custom Reports
  • Export reports
  • Google Analytics for Help Center
  • Helpdesk in-depth report
  • Manager Dashboard (The Headquarters)
  • Overview dashboard
  • Performance distribution
  • Save reports
  • Schedule Data Export
  • Schedule Reports
  • Support Performance dashboards
  • Team Dashboards
  • Ticket drill down in reports
  • Ticket lifecycle report
  • Ticket volume trends
  • User-specific reporting
  • Zendesk Benchmark
  • Tickets closed reports

Security

  • Ability to configure for HIPAA
  • Advanced password policy for agents and customers
  • Agent device management
  • Audit logs
  • Automatic redaction
  • Business rules analysis
  • Content Delivery Network
  • Custom roles and permissions
  • Data center location
  • Digitally signed emails (DKIM/DMARC)
  • Disaster recovery
  • Domain Whitelisting
  • Email compliance archive
  • Encryption: data at rest and in motion
  • GDPR compliance
  • Guaranteed availability SLA (1 Hour Support SLA)
  • Log in with Google
  • Network access restriction (IP Whitelisting)
  • 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)
  • SSL encryption
  • Two-Factor Authentication
  • Field-Level Access Control
  • User provisioning

Support for organizations

  • Calling
  • Chat Support (in English)
  • Email Support
  • Facebook
  • Guidance Program
  • Live chat
  • Multibrand Support
  • Phone Support (in English)
  • Professional Services
  • SDK
  • Twitter
  • Web Widget

Ticket management

  • Assume identity
  • Custom Email Templates
  • Email forwarding
  • Email tickets
  • Mailboxes (inboxes)
  • Merge tickets
  • Public and private notes in tickets
  • Satisfaction surveys - Customizable
  • Spam filtering
  • Support workflow
  • Ticket export
  • Ticket templates
  • Outgoing SMTP settings
  • Time tracking
  • Watch tickets

Uncategorized

  • Automatic sitemap generation
  • Backup
  • Community forums
  • Date comparisons
  • Facebook in-sync app
  • Notifications
  • Printer-friendly
  • Unlimited End Users
  • Agent Limit
  • Announcements
  • Project Management

CMDB

  • ITSM Process Integration

IT Asset Management (ITAM)

  • Asset Lifecycle Management
  • Risk Management

Platform Specific

  • Goals

Jira Service Desk

Agent efficiency

  • Agent collision prevention
  • Bulk actions
  • Contextual Workspaces
  • Custom & Group Views
  • Dynamic content
  • Email scheduling
  • Essentials Card
  • Filtered Search
  • Group your agents
  • Guided Mode
  • Interaction History (Ticket activities)
  • Keyboard shortcuts
  • Light Agents
  • Macros
  • Mobile app
  • Multilingual (Multiple) content
  • Private Comments within tickets
  • Restricted conversation views
  • Shared canned responses
  • Skills-based routing
  • Tags
  • Auto Bcc
  • Edit/hide threads
  • Occasional agents
  • Responsive, mobile-friendly Help Center

Collaboration

  • Collaboration
  • Linked tickets
  • Parent-child ticketing

Customer relationship management

  • Contact Form
  • Contacts & Accounts Management
  • Contacts & ticket history
  • Custom user and organization fields
  • Customer journey
  • Customer Lists
  • Customer profiles
  • Customer satisfaction ratings (CSAT)
  • Device data log
  • Group contacts by organization
  • Identify contacts using external ID
  • Net Promoter Score® Surveys (Feedback)
  • Organization profiles
  • Satisfaction Prediction

Help desk automation

  • Auto reply
  • Automatic ticket assignment using Dispatch'r
  • Custom business rules (triggers & automations)
  • Event-triggered workflow automations
  • Multi-task workflows with one-touch Scenarios
  • Time-based Rules
  • Time-triggered automations
  • Workflow automations

Help desk management

  • Business Hours
  • Custom ticket fields
  • Dynamic ticket forms
  • Multiple Ticket Forms
  • Premium Sandbox
  • Sandbox test environment
  • Service Level Agreement (SLA) management
  • Set your Time Zone
  • SLA reporting
  • Ticket file attachment size
  • Ticket sharing
  • Custom status

Incident Management

  • Approval Workflows
  • Form templates
  • Multiple SLA Policies
  • Customize Incident Lifecycle
  • Task Management

ITIL Aligned Capabilities

  • Problem Management
  • Change Management

KB Customization

  • Complete portal customization
  • CSS customization
  • Custom domain mapping
  • Public portal customization
  • Branding removal (email)

Knowledge base management

  • Community forums
  • Help Center insights
  • Internal Help Center
  • Knowledge base
  • Related articles
  • Rich text Help Center articles
  • SEO
  • Unlimited data

Platform Integration

  • API rate limit
  • Cloud telephony integration app
  • Custom objects
  • Email integration with Outlook
  • Gamification
  • Google Apps (G Suite)
  • HubSpot Integration
  • Integration with Atlassian Jira
  • Integrations
  • Private custom apps
  • Public apps (Marketplace)
  • Salesforce integration
  • Slack integration
  • Webhooks
  • Zapier integration

Reporting & analytics

  • Advanced Insights
  • Agent Dashboard (Agent Scorecard)
  • Analytics
  • Custom Reports
  • Export reports
  • Google Analytics for Help Center
  • Helpdesk in-depth report
  • Manager Dashboard (The Headquarters)
  • Overview dashboard
  • Performance distribution
  • Save reports
  • Schedule Data Export
  • Schedule Reports
  • Support Performance dashboards
  • Team Dashboards
  • Ticket drill down in reports
  • Ticket lifecycle report
  • Ticket volume trends
  • User-specific reporting
  • Zendesk Benchmark
  • Tickets closed reports

Security

  • Ability to configure for HIPAA
  • Advanced password policy for agents and customers
  • Agent device management
  • Audit logs
  • Automatic redaction
  • Business rules analysis
  • Content Delivery Network
  • Custom roles and permissions
  • Data center location
  • Digitally signed emails (DKIM/DMARC)
  • Disaster recovery
  • Domain Whitelisting
  • Email compliance archive
  • Encryption: data at rest and in motion
  • GDPR compliance
  • Guaranteed availability SLA (1 Hour Support SLA)
  • Log in with Google
  • Network access restriction (IP Whitelisting)
  • 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)
  • SSL encryption
  • Two-Factor Authentication
  • Field-Level Access Control
  • User provisioning

Support for organizations

  • Calling
  • Chat Support (in English)
  • Email Support
  • Facebook
  • Guidance Program
  • Live chat
  • Multibrand Support
  • Phone Support (in English)
  • Professional Services
  • SDK
  • Twitter
  • Web Widget

Ticket management

  • Assume identity
  • Custom Email Templates
  • Email forwarding
  • Email tickets
  • Mailboxes (inboxes)
  • Merge tickets
  • Public and private notes in tickets
  • Satisfaction surveys - Customizable
  • Spam filtering
  • Support workflow
  • Ticket export
  • Ticket templates
  • Outgoing SMTP settings
  • Time tracking
  • Watch tickets

Uncategorized

  • Automatic sitemap generation
  • Backup
  • Community forums
  • Date comparisons
  • Facebook in-sync app
  • Notifications
  • Printer-friendly
  • Unlimited End Users
  • Agent Limit
  • Announcements
  • Project Management

CMDB

  • ITSM Process Integration

IT Asset Management (ITAM)

  • Asset Lifecycle Management
  • Risk Management

Platform Specific

  • Goals
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