Jira Service Desk Vs Zendesk — How To Make The Right Call

If you stack Jira Service Desk vs Zendesk, then you’ll probably notice one thing. They are both powerful tools, have phenomenal UIs, amazing features, and can solve you a lot of troubles. Picking one can be hard and the untrained eye might not even spot the fundamental differences. Thus, to help you decide, we put both tools under the microscope in hopes to determine the best option. So, grab a pen, a piece of paper, because we are about to get started!

General Info

Now before we jump into the full-blown comparison, let’s take a moment and look at each tool separately. That way we will have a better understanding as to where each system stands, and what can you expect from it.

Zendesk

We’ll start with Zendesk for no particular reason. So, the company was founded back in 2007 by just three people. As time went on, the project continued to grow and evolve as more unique features were added.

Ticket in Zendesk Support

Ticket in Zendesk Support. Source: Defkey

Today, the system is used by big-name companies such as Uber, Airbnb, and Dailymotion among others. It is reported in their shareholder letter that Zendesk serves more than 145,000 customers across 160 countries. You can read more about the company’s success here.

Jira Service Desk

Created by Atlassian, Jira Service Desk is a service desk that aims to help companies track the status of their equipment, subscription services, etc. The company currently serves a number of high-profile companies such as Twitter, Domino’s, and the Telegraph. As of today, the company serves approximately 150,000 companies.

Jira Service Desk projects
Projects in Jira Service Desk. Source: PCMag

Things In Common

Now that we’ve discussed each system separately, let’s see what both tools have in common and what you won’t miss out. So, if we put Zendesk vs Jira, you will notice one thing, they have a very responsive and intuitive user interface. It just speaks polish. Everything is fast, responsive, and easy to find. You don’t need to scroll through a dozen of windows just to find that one toggle. Everything is in reach and well organized!

Another important aspect both tools share is the fact that they are very similar in terms of functionality. If we put Jira Service Desk vs Zendesk to see which system has the biggest number of features, it will be a draw. They have everything you need to get you started. From multichannel support to automations to analytics, you have everything out of the box.

Related: Nonstandard Comparison of Zendesk vs. Jira Service Desk

The systems support SLA reportings. What is SLA? SLA stands for Service Level Agreements. Essentially, its a feature that you can use to set customer expectations. This will not only eliminate the need to explain everything to your customer base but will help you avoid unwanted outcomes (i.e low satisfaction rate, poor communication, and lost customers).

Last but not least, both tools support add-ons. What it means is that you will be able to expand the functionality level even further. Zendesk has support from the core team (more than 500 extra apps) whereas Jira Service Desk has the ever-expanding Atlassian Marketplace (around 1200 apps).

As you can see, they are quite similar and you will definitely not miss out on core functionality. Now, this doesn’t mean that they don’t have exclusive functions, in fact, they do, which is what we will talk about next!

Jira Service Desk Differences

Okay, now that we’ve covered the key similarities, let’s take a look at each tool separately. If we take and compare Zendesk vs Jira but remove the basic features (essentially what we discussed above), you will immediately notice that Jira Service Desk has quite a few functions that you might benefit from. Here’s what you can do with Jira:

  • Server & Cloud Options. Now one of the coolest, and frankly, beneficial things about Jira Service Desk is that you have two options when it comes to managing your stuff. If you want a hassle-free experience, go with the cloud, if you want to take everything into your hands, then go with the server-based option.
  • Specific Project Management Features. Another critical Jira Service Desk feature is PM functions. This function allows you to create separate projects, assign tasks to said projects, as well as simplify the process of crunching numbers, tracking efficiency, and most importantly, keep track of the progress.
  • Asset Management. As we mentioned, Jira is a service desk (no pun intended) meaning that you can track all kinds of things with it. Whether it’s the device health status or an online subscription, Jira will help you keep track of just about anything, regardless if it’s tangible or not.
  • Enterprise Data Center. If there’s one worry most companies share in common it is data integrity. Having a reliable and powerful remote data center will not only safeguard your information from corruption but ensure that you will never run out of space.

Pricing Options

Continuing our Zendesk vs Jira comparison is pricing. After all, this is what makes or breaks the deal for many. And thankfully, Jira Service Desk has a pretty robust (and flexible) pricing system. Essentially, the company provides two options, a yearly subscription, and a monthly based payment. The average price per agent varies.

For instance, if you have upwards of three people working for you, then a person would cost you $10 per month. If you have, say, 20 people, the price will be $18.75 per person as of the time of this writing. It is also worth mentioning that the company recently changed a few pricing options, meaning that the above-mentioned numbers might change.

Zendesk Differences

Now that we covered the Jira Service Desk fully, let’s take a look at Zendesk and its features. So, first thing first, Zendesk is perfect for both large and small organizations. The flexibility it offers is simply fantastic but that’s not all. Here is what you can expect from the system in terms of unique features.

  • Answer Bot. This latest addition to the system allows all Zendesk users to set up an AI-powered chatbot which improves its accuracy of answers over time. You don’t have to worry about anything as the bot will do everything automatically. You can learn more about the system over here.
  • Community System. Another vital Zendesk component is its community system. What it does is it allows you to create a separate place for your customers to communicate about a certain product/service. In that place, users can share solutions, tips, complaints, and other useful information.
  • Collision Detection. If you are a huge company that has a ton of people working, then you absolutely can’t miss out on this feature. Collision detection is what it is, it allows your agents to track whos answering a certain question, meaning that they won’t waste time looking for an open ticket, as well as they won't invade anyone’s conversation.
  • Extra Customization. One of the things that separate Zendesk from the rest is its extensive customization system. Unlike other tools on the market, you aren’t limited to just a few presets and color options. You can buy custom themes, create your own using CSS and JavaScript, as well as you can stick with the base ones.

Pricing Options

Just as we did with Jira Service Desk, we’d like to cover Zendesk pricing as well. The company provides a bunch of options but we won’t be covering all of them (there’s five of them by the way), instead, focus on the one the company deems as the best value, which is the Professional Plan.

For just $49 agent/month, you will gain access to CSAT surveys, multilingual content, analytics powered by the Zendesk Explore platform. And that’s not all, you also get everything that is the two previous plans (Essential and Team). Keep in mind, if you want extra customization and features, they aren’t available in starter plans, you have to purchase at least the Team plan (which is $19 agent/month).

Bottom Line

And this concludes our Zendesk vs Jira comparison. There are many useful things both tools can bring to the table. In our opinion, the Jira Service Desk is the better option when it comes to asset management and increasing the overall functionality, whereas Zendesk is much better at tracking different metrics, reporting data, etc.

So, which one is for you? The answer is pretty simple. You have to try it yourself. There are many things that both tools do exceptionally well and it is a matter of preferences and business needs. We suggest that you ask both vendors for an extended trial and see for yourself but for now that’s all from us. If you need help picking a solution, be sure to let us know! Our specialists will get in touch with you in no time!

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