JIRA Service Management and Zoho Desk compete in the service management software category. JIRA Service Management has the advantage in complex organizational contexts due to its advanced integration and customizable features, while Zoho Desk's ease of use and effective customer engagement make it appealing for customer service-focused use cases.
Features: JIRA Service Management impresses with its customization options, particularly in workflows and integration with other Atlassian products, enhancing project management and visibility across departments. Users appreciate its seamless issue management and strong automation capabilities. Zoho Desk stands out for capturing communication from multiple channels and integrating with Zoho applications, offering a streamlined customer service experience. It is recognized for its user-friendly interface and straightforward configuration, ideal for efficient ticketing and engagement.
Room for Improvement: JIRA Service Management often requires additional add-ons to achieve full functionality, especially in project management and customer-facing features. Users also encounter challenges integrating with some third-party products, and improvements in reporting interactivity and usability are suggested. Zoho Desk could enhance its IT service management features to better support enterprise-level operations. Users recommend improvements in email management and integration options with external platforms.
Ease of Deployment and Customer Service: JIRA Service Management offers versatile deployment options, including private cloud, public cloud, and on-premises installations, catering to diverse organizational needs. Its customer service has mixed reviews; while the online resources and community support are appreciated, there are reports of delays in technical assistance. Zoho Desk's cloud-based operation facilitates easy implementation for small to medium enterprises. It is praised for responsive customer service in simple scenarios, aligning with its straightforward deployment strategy.
Pricing and ROI: JIRA Service Management features a tiered pricing model, which can become expensive with more users and add-ons but offers a strong ROI by boosting departmental efficiency, making the investment worthwhile for many enterprises. Zoho Desk is celebrated for its cost-effectiveness, providing flexible subscription plans that attract startups and growing businesses. Its competitive pricing, combined with efficient customer service, ensures a swift ROI for businesses prioritizing customer interaction.
The Zoho platform is powerful when used correctly, but without a specialist, it is not simple to configure and make full use of the tools.
the experience was satisfactory
I find the response time in emails to be very good, and the solutions provided are simple.
It supports introducing new features or levels efficiently across our global locations, helping everyone stay informed.
There should be more governance for permissions and more options for customized access without frequently involving the admin.
JIRA's user interface needs training to understand and utilize.
It remains one of the main barriers to using JIRA Service Management across our entire company.
An AI feature that enables automation and alerts for users can be an improvement.
Zoho Desk could be improved by making it multi-tenant, as it is currently not suitable for service providers with multiple customers.
The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side.
We used Jira's free version for some time.
The pricing for each user is around $350, with penalties if not all users in a company are licensed.
The price point is a concern.
For every task we are working on, the project manager can see the status once we update the stories mentioned.
JIRA itself is valuable for managing tickets, user stories, and pipeline.
It is beneficial if someone is on vacation since others can follow up on the tickets.
Maintenance is easy, and one person is sufficient for handling it, aided by a thorough handoff of key pointers facilitating easier initial setup.
The AI tool, Tele Zia, translates calls into bullet points, providing insights such as when to send emails or contact the customer based on previous conversations.
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:
JIRA Service Management Benefits
There are many benefits to implementing JIRA Service Management. Some of the biggest advantages the solution offers include:
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.”
With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.
We monitor all Help Desk Software 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.
