Jira Service Management vs Zoho Desk
Take a look at how
Jira Service Management
and
Zoho Desk
stack up against each other across pricing, features, and support
using feedback from real users like yourself.
Jira Service Management
scores
4.2
out of 5 from
760
reviews, while
Zoho Desk
has been rated
4.4
out of 5 from
5205
reviews.
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Methodology
Jira Service Management
4.2
( 760 )
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At a Glance
Overview
Built on the Jira platform, Jira Service Management (formerly Jira Service Desk) provides IT Service Management covering request, incident, problem, change, knowledge, asset & configuration management. It helps teams deliver service faster, bring visibility across Dev/IT/business teams, and accel... Learn more
Capabilities
- AI Enabled
- API Available
- Open Source
- CLI Available
No images available
Zoho Desk is a longstanding name in its category that offers feature rich automation tools that help make your agents job easier and more efficient. One of their most lauded features includes an AI assistant that can identity repeated keywords and opinions in customers’ text to analyze customer m... Learn more
Capabilities
- AI Enabled
- API Available
- Open Source
- CLI Available
Images
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Pricing
Free trial available
Free plan available
Billing type
Recurring Subscription
Free
$0.00
/ month
Assets (beyond free quota)
$0.05
/ month
Standard
$20.00
/ month
Premium
$51.42
/ month
Enterprise
Contact Us
Free trial available
Free plan available
Billing type
Recurring Subscription
Standard
$20.00
/ month
Professional
$35.00
/ month
Enterprise
$50.00
/ month
Pros and Cons
- Strong integration across the Atlassian ecosystem (Jira Software, Confluence, Bitbucket)
- Broad ITSM coverage: request, incident, problem, change, assets & configuration
- Flexible workflows and powerful automation
- AI-powered virtual agent and intelligent features (with quotas/plan restrictions)
- Scalable plans with enterprise SLAs and extensibility via integrations
- Many advanced features are gated behind Premium or Enterprise plans; some features moved out of Standard
- Costs can escalate with number of agents and high usage of Assets or virtual service agent beyond free quotas
- AI features are not available in Atlassian Government environment
- Self-managed (Data Center) options have been reduced/changed, requiring migrations for some customers
- There are plenty of reporting features that provide customer insights and agent performance data
- A range of templates are available to help you respond to customers quickly and effectively
- You get real-time insights into support operations
- There’s a good free plan for new users
- The wealth of features on offer can make it harder for beginners to pick up the software.
Reviewer's Segments
Small Business
19.34%
Mid Market
39.87%
Enterprise
40.79%
Small Business
71.7%
Mid Market
24.65%
Enterprise
3.65%
Deployment
- Cloud based
- Desktop based
- Mobile based
- On-premise
- Cloud based
- Desktop based
- Mobile based
- On-premise
Support
- 24/7 (Live rep)
- Chat
- Email/Help Desk
- FAQs/Forum
- Knowledge Base
- Phone Support
- 24/7 (Live rep)
- Chat
- Email/Help Desk
- FAQs/Forum
- Knowledge Base
- Phone Support
Training
- Documentation
- Webinars
- Documentation
- Webinars
Integrations
Total integrations:
6
- Adobe Connect
- Asana
- Bigin by Zoho CRM
- Bitbucket
- Box
- Clearbit
- CoSupport AI
- Datadog
- Eset Endpoint Antivirus
- GoTo Connect
- Google Workspace
- Grammarly
- Helpdesk
- Intuit Mailchimp
- Jira
- Lindy
- Pinecone
- Ring Central
- Slack
- SurveyMonkey
- TeamViewer
- Zapier
- Zoho Assist
- Zoho Bookings
- Zoho Cliq
- Zoho Creator
- Zoho Flow
- Zoho Forms
- Zoho Marketing Automation
- Zoho Projects
- Zoho Sign
- Zoho Social
- Zoho Sprints
- Zoho Subscriptions
- Zoho Vault
Total integrations:
29
- Adobe Connect
- Asana
- Bigin by Zoho CRM
- Bitbucket
- Box
- Clearbit
- CoSupport AI
- Datadog
- Eset Endpoint Antivirus
- GoTo Connect
- Google Workspace
- Grammarly
- Helpdesk
- Intuit Mailchimp
- Jira
- Lindy
- Pinecone
- Ring Central
- Slack
- SurveyMonkey
- TeamViewer
- Zapier
- Zoho Assist
- Zoho Bookings
- Zoho Cliq
- Zoho Creator
- Zoho Flow
- Zoho Forms
- Zoho Marketing Automation
- Zoho Projects
- Zoho Sign
- Zoho Social
- Zoho Sprints
- Zoho Subscriptions
- Zoho Vault
Top Alternatives
Categories
Common categories include: Help Desk Software.
Company Details
- By Atlassian Corporation
- Located in Sydney, Australia
- Founded in 2002
- By Zoho Corporation
- Located in Chennai, Tamil Nadu
- Founded in 2000
