We performed a comparison between JIRA Service Management and Zoho Desk based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."Auditing team uses this solution to track audit findings and follow-up."
"Useful for tracking issues with development."
"We use JIRA Service Management for tracking purposes, planning, and execution."
"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."
"Its integration is most valuable. It is pretty open for integration."
"There are two things that I value very much about this product. One is the service levels management – the SLA agreement management part of it – and knowledge management."
"The initial setup is straightforward."
"The dashboards in Jira have been the most useful feature."
"The most valuable feature of generating the ticket through the web form and for the e-mailers. So, if you are facing any issues, by the ticket, you can generate the issue in Google Test."
"The product is quite stable."
"The most valuable features are that it's user-friendly, you can customize it the way you want it, and it is very easy to use. You don't need anybody else to configure it."
"Zoho Desk is very flexible, just like the other applications of Zoho."
"The most valuable features of Zoho Desk are the user interface, pricing, and how they customize the solution for us."
"The initial setup is easy."
"The most valuable features of Zoho Desk are archiving queries and analytics."
"The tool's UI is very user-friendly. The solution's workflow is flexible and we can create our workflows. We can assign and create groups with the tool. We are also able to control the privileges with the tool."
"JIRA Service Management could include more AI features."
"A lot of users have said that they want a feature that was on the on-prem version of Jira and the vendor can't deliver. They're either unwilling or unable to give feature parity."
"It is pretty complex to move between the test environment and the production environment. There is potential for improvement."
"There should be better connections with access management. They should improve the connectivity."
"This solution lacks features for project management."
"The solution should be more formalized. It could be more user-friendly."
"I feel that Atlassian isn't really interested in fixing everything because if they did, the partners that are developing the fixes and features would not have a place in the market."
"The customizations in Jira could be improved by being simplified. They are currently very complex."
"I would want Zoho Desk to integrate Zoho CRM, Zoho SalesIQ , and Zoho Campaigns."
"It could be easier to link Zoho Desk and Outlook."
"The solution should provide an option to autofill some values while creating tickets."
"Could have slightly better integration between additional functionalities in the Zoho desk."
"Zoho Desk lacks lookup fields for the layouts."
"There is room for improvement with the pricing."
"Sometimes support is available according to their time slots and they can't fulfill everything I need them to. They give us a time slot but it's not always enough."
"The solution needs to have more customization on alerts and notifications."
JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews while Zoho Desk is ranked 7th in Help Desk Software with 19 reviews. JIRA Service Management is rated 8.2, while Zoho Desk is rated 8.4. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of Zoho Desk writes "End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and Device42, whereas Zoho Desk is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, Freshservice and Spiceworks. See our JIRA Service Management vs. Zoho Desk report.
See our list of best Help Desk Software vendors.
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.
