Zendesk vs Jira Service Management vs Zoho Desk
Overview
Zendesk
Zendesk is the industry-leading customer service solution that equips you to deliver quality customer service. It covers nearly every business aspect: from managing help desk to th...e IT service with ITSM best practices. Its varied functionality comes in a product line: Zendesk for sales, Zendesk for service, and Sunshine Platform.
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
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
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
Zendesk
- Zendesk Team $19
- Zendesk Professional $49
- Zendesk Enterprise $99
—
- Free trial not available
Jira Service Management
- Jira Service Management Free $0
- Jira Service Management Standard $22
- Jira Service Management Premium $49
—
- 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
Zendesk
7.2/10
- 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
- Canned forms
- Email signatures
- Personal canned responses
- Traffic cop
3.3/10
- Collaboration
- Linked tickets
- Parent-child ticketing
9.3/10
- 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
- Customer 360
8.9/10
- 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
- Round robin ticket assignment
9.2/10
- 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
5/10
- Approval Workflows
- Form templates
- Multiple SLA Policies
- Customize Incident Lifecycle
- Task Management
- Auto-suggest Solutions
5/10
- Problem Management
- Change Management
5.7/10
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
- Branding removal (email)
- Branding removal (Help Center)
- FreshThemes gallery
7/10
- Community forums
- Help Center insights
- Internal Help Center
- Knowledge base
- Related articles
- Rich text Help Center articles
- SEO
- Unlimited data
- 301 Redirection
- Article Versioning
9.4/10
- 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
- Endpoints
9.5/10
- 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
8.6/10
- 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
- Custom email servers
- Custom SSL certificates (default free)
9.2/10
- Calling
- Chat Support (in English)
- Email Support
- Facebook
- Guidance Program
- Live chat
- Multibrand Support
- Phone Support (in English)
- Professional Services
- SDK
- Twitter
- Web Widget
- Support Bot
7.1/10
- 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
- Outbound email
- Split tickets
6.7/10
- Automatic sitemap generation
- Backup
- Community forums
- Date comparisons
- Facebook in-sync app
- Notifications
- Printer-friendly
- Unlimited End Users
- Agent Limit
- Announcements
- Project Management
- Voicemail integration
0/10
- ITSM Process Integration
0/10
- Asset Lifecycle Management
- Risk Management
0/10
- Goals
- Active Blueprints per Module
- Call transcription
- 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
Jira Service Management
4.8/10
- 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
- Canned forms
- Email signatures
- Personal canned responses
- Traffic cop
10/10
- Collaboration
- Linked tickets
- Parent-child ticketing
4/10
- 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
- Customer 360
7.8/10
- 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
- Round robin ticket assignment
7.5/10
- 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
6.7/10
- Approval Workflows
- Form templates
- Multiple SLA Policies
- Customize Incident Lifecycle
- Task Management
- Auto-suggest Solutions
10/10
- Problem Management
- Change Management
5.7/10
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
- Branding removal (email)
- Branding removal (Help Center)
- FreshThemes gallery
4/10
- Community forums
- Help Center insights
- Internal Help Center
- Knowledge base
- Related articles
- Rich text Help Center articles
- SEO
- Unlimited data
- 301 Redirection
- Article Versioning
8.1/10
- 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
- Endpoints
6.7/10
- 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
6.2/10
- 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
- Custom email servers
- Custom SSL certificates (default free)
3.8/10
- Calling
- Chat Support (in English)
- Email Support
- Facebook
- Guidance Program
- Live chat
- Multibrand Support
- Phone Support (in English)
- Professional Services
- SDK
- Twitter
- Web Widget
- Support Bot
4.7/10
- 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
- Outbound email
- Split tickets
7.5/10
- Automatic sitemap generation
- Backup
- Community forums
- Date comparisons
- Facebook in-sync app
- Notifications
- Printer-friendly
- Unlimited End Users
- Agent Limit
- Announcements
- Project Management
- Voicemail integration
10/10
- ITSM Process Integration
10/10
- Asset Lifecycle Management
- Risk Management
0.6/10
- Goals
- Active Blueprints per Module
- Call transcription
- 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
Zoho Desk
6.2/10
- 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
- Canned forms
- Email signatures
- Personal canned responses
- Traffic cop
3.3/10
- Collaboration
- Linked tickets
- Parent-child ticketing
6.7/10
- 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
- Customer 360
10/10
- 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
- Round robin ticket assignment
8.3/10
- 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
3.3/10
- Approval Workflows
- Form templates
- Multiple SLA Policies
- Customize Incident Lifecycle
- Task Management
- Auto-suggest Solutions
0/10
- Problem Management
- Change Management
10/10
- Complete portal customization
- CSS customization
- Custom domain mapping
- Public portal customization
- Branding removal (email)
- Branding removal (Help Center)
- FreshThemes gallery
8/10
- Community forums
- Help Center insights
- Internal Help Center
- Knowledge base
- Related articles
- Rich text Help Center articles
- SEO
- Unlimited data
- 301 Redirection
- Article Versioning
8.1/10
- 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
- Endpoints
7.1/10
- 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
6.9/10
- 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
- Custom email servers
- Custom SSL certificates (default free)
10/10
- Calling
- Chat Support (in English)
- Email Support
- Facebook
- Guidance Program
- Live chat
- Multibrand Support
- Phone Support (in English)
- Professional Services
- SDK
- Twitter
- Web Widget
- Support Bot
8.8/10
- 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
- Outbound email
- Split tickets
6.7/10
- Automatic sitemap generation
- Backup
- Community forums
- Date comparisons
- Facebook in-sync app
- Notifications
- Printer-friendly
- Unlimited End Users
- Agent Limit
- Announcements
- Project Management
- Voicemail integration
0/10
- ITSM Process Integration
0/10
- Asset Lifecycle Management
- Risk Management
9.4/10
- Goals
- Active Blueprints per Module
- Call transcription
- 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
Reviews
Zendesk
5 of 5 April 29, 2019
The key goals to deliver fast and quality responses to ticket and communicate on multiple channels are smoothly fulfilled with Zendesk....
4 of 5 April 24, 2019
Zendesk proved to be efficient in a quick issue resolution on multiple channels on time. The collaboration features enhanced and improv...
5 of 5 April 16, 2019
Zendesk provides a comprehensible UI and a lot of useful capabilities. It is worth to mention the outstanding features of customer sati...
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...
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. ...