JIRA Service Management vs Zendesk Guide comparison

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Executive Summary

We performed a comparison between JIRA Service Management and Zendesk Guide based on real PeerSpot user reviews.

Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.
To learn more, read our detailed JIRA Service Management vs. Zendesk Guide Report (Updated: November 2022).
656,862 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"Jira Service Management is flexible. It is easy to navigate without requiring extra learning. The user experience has been good.""The initial setup is pretty easy.""I like the precise ticket management capabilities. JIRA Service Management is easy to use as well.""JSM's best feature is the integration with other Jira products.""I find the Kanban chart where we put each story in to be the most valuable feature. We use the Kanban chart to revise the project every morning in our five-minute meeting.""The flow of the reports is good.""One of the valuable features is that an automatic response or action can be taken on tickets.""Two features I like about Jira are its ticketing system and its compatibility with Confluence. Also, the Knowledge Base is one of the more valuable features that would really benefit us."

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"It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them.""What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool.""The product offers very good management. It has a great ability to assign tickets based on content.""One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use.""The stability has been very good.""It is very easy to connect back and forth between the requester and the person fulfilling the ticket.""One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting."

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Cons
"With Jira, we were unable to implement time-based automation in its ticketing system. We would like a feature where we can define tickets based on severity, then tickets are automatically escalated to the next level after a set period of time if they go unanswered.""JIRA Service could benefit from improvements to its voice support.""JSM's ability to handle large volumes of emails isn't great.""The product could improve its asset management.""The documentation needs improving, it's difficult to find specific procedures.""The solution needs to be integrated better with Office X5.""It is pretty complex to move between the test environment and the production environment. There is potential for improvement.""In the Turkish market, the biggest problem is that they are looking for a server type of solution, but when it comes to Jira Service Management, Atlassian is a remote type of license. There are just two different options, data center and cloud."

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"Zendesk Guide's customization could be improved. I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple.""One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data.""The solution itself wasn't easy to set up.""The dashboard could be better.""If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article.""It wasn't easy to set up so we're only using a third of all of the features,""Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it."

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Pricing and Cost Advice
  • "Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests, which have a $10 a month flat rate, so right now, it is $10 a month. There are lots of add-ons. They do a free version, a standard version, and a premium version. In the last company, we started on $50 a month. By the time I left, we were paying $4,500 a month. That was mainly because we had 100 users on Confluence. I bought an add-on for Jira software for which we had 10 users, and that was $5 per user per month. It was costing me $500 a month, whereas it should only be $50 a month. I don't know if licensing fee has changed. I'd like our whole company to use it, but the big problem is the licensing because the Confluence side is what is really useful, but if I add 30 users to Confluence and then buy an extension for Jira software, I've got to pay for 30 licenses, even though I've only got two users in Jira software. It is the one big disadvantage of cloud software. You always have to pay for the number of seats regardless of which product you are on. This will probably severely limit how many people would use it because I'm not going to start paying $10 per user per month for a Jira software add-on when there are only two people using it."
  • "We need a license because we have a higher number than the free part."
  • "The pricing is very competitive and I think that it is okay."
  • "I am using the free version, but my clients are paying for it. When they start, they evaluate it for 30 days, and after seeing the value, they move to its paid version."
  • "For the people like us, the lower the price, the better. But when compared to other competitors, I think it's Jira's price is okay."
  • "The license we use is on a yearly basis. As a Solution Partner, we were using the free one and were using the free plugins. We were also giving our own plugins to the Atlassian Solution Partners for free. We don't pay anything to Atlassian."
  • "Licensing can become quite expensive."
  • "I price of JIRA Service Management is reasonable."
  • More JIRA Service Management Pricing and Cost Advice →

  • "We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."
  • "Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes."
  • More Zendesk Guide Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:Hi,  There are no ITSM  tools that are HIPAA compliant as per my knowledge. The tools need to be tuned and configured to be compliant with Standards for Privacy of Individually Identifiable Health… more »
    Top Answer:Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests… more »
    Top Answer:The licensing should be more extensive and not broken into individual pieces. It's hard to figure out what you need at the outset.
    Top Answer:The licensing model needs to be more customer-friendly. At the moment you have to buy different pieces. ServiceNow, for example, provides just a part of their premium. There needs to be better… more »
    Ranking
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    Average Words per Review
    489
    Rating
    8.3
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    4,312
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    2,879
    Reviews
    7
    Average Words per Review
    1,022
    Rating
    7.3
    Comparisons
    Also Known As
    JIRA Service Desk
    Learn More
    Overview

    JIRA Service Management is Atlassian’s IT service management (ITSM) solution. It unlocks all teams at high velocity by:

    1. Accelerating the flow of work between IT teams, development teams, and business teams

    2. Empowering teams to deliver their service more quickly

    3. Bringing visibility to their work

    Built on JIRA, JIRA Service Management enables best practices across request, incident, problem, change, knowledge, asset, and configuration management so that teams can streamline collaboration between themselves. More than 30,000 customers of all sizes rely on JIRA Service Management to deliver service.

    JIRA Service Management Features

    JIRA Service Management has many valuable key features. Some of the most useful ones include:

    • Request management: Allows businesses to manage work across teams with one platform so employees and customers get the help they need quickly.
    • Problem management: To minimize the impact of incidents, this feature groups incidents, fast-tracks root cause analysis, and records workarounds.
    • Change management: IT teams are empowered by richer contextual information around changes from software development tools. This helps them minimize risk and make better decisions.
    • Asset management: Manage inventory efficiently, track lifecycles and ownership, and reduce costs.
    • Configuration management: Attain visibility into the infrastructure that supports critical services and applications. Understand service dependencies to minimize risk.
    • Incident management: The solution brings development and IT teams together to rapidly respond to, resolve, and learn from incidents.
    • Knowledge management: While fostering team collaboration, the solution enables self-service, deflection of more requests, and management of knowledge articles.

    JIRA Service Management Benefits

    There are many benefits to implementing JIRA Service Management. Some of the biggest advantages the solution offers include:

    • The solution empowers all teams across IT, development, and business with intuitive, flexible workflows.
    • Work is made visible through the open and collaborative JIRA platform.
    • Connect IT and development on a single platform to accelerate workflow.
    • Gain significant ROI with competitive pricing on useful features.
    • Benefit from faster time to value by implementing a full ITSM solution in just a few months.
    • Lower total cost of ownership without expensive ongoing maintenance and upgrades.
    • Enjoy a broad ecosystem of more than 4,000 best-in-class apps and integrations.

    Reviews from Real Users

    JIRA Service Management stands out among its competitors for a number of reasons. Some of these include its stability, its easy customization, and its seamless integration with other solutions. PeerSpot users take note of the advantages of these features in their reviews:

    Abhishek S., a Program Lead at PureSoftware, writes of the solution, “You can scale the solution whether it is deployed to the cloud or the data center. While we might have up to 5,200 people using the solution, we do not require that many licenses, as only those dealing with the tickets are required to be licensed.”

    Andrew B., a Technical Engineer at a consultancy firm, notes, “One of the valuable features is that an automatic response or action can be taken on tickets. We can have certain responses for tickets that contain keywords or are logged and tagged with certain labels.”

    Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. More than 94,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com.

    Offer
    Learn more about JIRA Service Management
    Learn more about Zendesk Guide
    Sample Customers
    mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
    Shopify, Adroll, Redfin, Moo, Foursquare, Modcloth, We Pay, Republic Wireless, Wharton Univeristy of Pennnsylvania
    Top Industries
    REVIEWERS
    Computer Software Company35%
    Comms Service Provider15%
    Retailer8%
    Transportation Company8%
    VISITORS READING REVIEWS
    Computer Software Company20%
    Comms Service Provider13%
    Government9%
    Financial Services Firm8%
    REVIEWERS
    Computer Software Company24%
    Construction Company12%
    Financial Services Firm12%
    Non Profit8%
    VISITORS READING REVIEWS
    Computer Software Company23%
    Comms Service Provider12%
    Government9%
    University5%
    Company Size
    REVIEWERS
    Small Business38%
    Midsize Enterprise30%
    Large Enterprise33%
    VISITORS READING REVIEWS
    Small Business22%
    Midsize Enterprise18%
    Large Enterprise60%
    REVIEWERS
    Small Business42%
    Midsize Enterprise35%
    Large Enterprise23%
    VISITORS READING REVIEWS
    Small Business28%
    Midsize Enterprise18%
    Large Enterprise54%
    Buyer's Guide
    JIRA Service Management vs. Zendesk Guide
    November 2022
    Find out what your peers are saying about JIRA Service Management vs. Zendesk Guide and other solutions. Updated: November 2022.
    656,862 professionals have used our research since 2012.

    JIRA Service Management is ranked 3rd in IT Service Management (ITSM) with 42 reviews while Zendesk Guide is ranked 8th in IT Service Management (ITSM) with 7 reviews. JIRA Service Management is rated 8.2, while Zendesk Guide is rated 7.2. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of Zendesk Guide writes "Good SLA options and reporting features but is not easy to set up". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, BMC Helix ITSM and PagerDuty, whereas Zendesk Guide is most compared with ServiceNow, Atlassian Confluence, Freshservice, BMC Helix ITSM and Moveworks. See our JIRA Service Management vs. Zendesk Guide report.

    See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.

    We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.