Compare Jira Service Management and Zendesk Support Suite 
At a Glance
Market Segments
Mid-Market (40.6% of reviews)
Mid-Market (45.5% of reviews)
Entry-Level Pricing
0/agent/month
$19.00 1 user per month billed annually
Jira Service Management
Star Rating
(780)4.2 out of 5
Market Segments
Mid-Market (40.6% of reviews)
Entry-Level Pricing
0/agent/month
Browse all 4 pricing plansZendesk Support Suite
Star Rating
(6,184)4.3 out of 5
Market Segments
Mid-Market (45.5% of reviews)
Entry-Level Pricing
$19.00 1 user per month billed annually
Free Trial is available
Browse all 7 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Zendesk Support Suite excels in its ticket creation user experience, scoring 8.8, while Jira Service Management slightly outperforms it in ticket response user experience with a score of 9.2. Reviewers mention that the intuitive interface of Zendesk makes it easier for agents to create tickets quickly.
- Reviewers mention that Jira Service Management shines in its change management capabilities, scoring 9.0 compared to Zendesk's 8.4. Users on G2 appreciate the robust features that allow for seamless tracking and management of changes within their IT environments.
- Users say that Zendesk Support Suite offers a more user-friendly setup process with a score of 7.9, while Jira Service Management has a lower score of 7.6. Reviewers highlight that Zendesk's guided setup helps new users get started without much hassle.
- G2 users report that Jira Service Management provides superior reporting and analytics features, scoring 8.9 compared to Zendesk's 8.3. Reviewers mention that the detailed dashboards and trend analysis tools in Jira help teams make data-driven decisions effectively.
- Users on G2 highlight that Zendesk's ticket collaboration features score 8.6, which is lower than Jira's impressive 9.1. Reviewers mention that Jira's collaboration tools facilitate better communication among team members, enhancing overall productivity.
- Reviewers mention that both products have strong integrations, but Jira Service Management scores higher at 9.0 compared to Zendesk's 8.2. Users report that Jira's extensive integration options with other Atlassian products create a more cohesive workflow for teams already using those tools.
Featured Products
Sponsored
Crescendo.ai
(0)
Proactive Notification
Visit Website
Sponsored
Alhena AI
(34)
Proactive Notification
Visit Website
Sponsored
Serviceaide ChangeGear
(104)
Proactive Notification
Visit Website
Pricing
Entry-Level Pricing
Jira Service Management
Free
0
/agent/month
For small teams starting with a service desk. Up to 3 agents for free.
Zendesk Support Suite
Support Only (Team)
$19.00
1 user per month billed annually
Integrated customer support
- Email & social media
- Web widget & mobile SDK
- Pre-defined business rules
Free Trial
Jira Service Management
Free Trial is available
Zendesk Support Suite
Free Trial is available
Ratings
Meets Requirements
8.7
678
8.6
4,780
Ease of Use
8.1
682
8.5
4,821
Ease of Setup
7.6
293
7.9
2,889
Ease of Admin
7.7
282
8.2
2,922
Quality of Support
8.3
571
8.4
4,469
Has the product been a good partner in doing business?
8.5
260
8.4
2,846
Product Direction (% positive)
8.4
652
7.9
4,435
Features by Category
Ticket and Case Management
8.9
28
8.8
2254
|
Verified
9.2
26
8.7
2270
|
Verified
8.7
28
8.5
2195
|
Verified
8.9
26
8.4
2041
|
Verified
8.5
25
8.1
1630
|
Verified
8.5
27
8.4
2108
|
Verified
9.1
27
8.6
2096
|
Verified
8.0
25
8.2
1561
|
Verified
Generative AI
Feature Not Available
7.2
127
Feature Not Available
7.2
130
Communication Channels
8.6
29
8.4
1771
|
Verified
8.6
29
8.8
2017
|
Verified
8.0
22
8.4
1435
|
Verified
7.8
20
8.0
1140
|
Verified
7.5
19
8.1
1025
|
Verified
Platform
7.8
26
7.6
1113
|
Verified
8.2
29
8.0
1476
|
Verified
8.4
28
8.2
1682
|
Verified
9.0
26
8.1
1473
|
Verified
8.5
27
7.8
2072
|
Verified
8.3
25
7.9
2140
|
Verified
Administration
9.0
75
|
Verified
8.4
194
|
Verified
8.5
69
|
Verified
7.9
175
|
Verified
8.9
81
|
Verified
8.3
222
|
Verified
Service Desk
9.0
88
|
Verified
9.0
250
|
Verified
9.0
87
|
Verified
8.7
226
|
Verified
8.9
88
|
Verified
8.6
214
|
Verified
Management
9.1
64
|
Verified
8.3
187
|
Verified
9.0
59
|
Verified
8.4
188
|
Verified
8.8
60
|
Verified
8.3
177
|
Verified
8.8
56
|
Verified
8.0
137
|
Verified
8.6
52
|
Verified
8.2
130
Functionality
9.1
68
|
Verified
9.0
202
|
Verified
9.0
60
8.5
166
8.8
65
|
Verified
8.4
174
|
Verified
8.9
64
|
Verified
8.6
184
|
Verified
Administration
Not enough data
8.1
573
Not enough data
8.0
554
Not enough data
8.2
616
Knowledge Management
Not enough data
8.6
757
Not enough data
8.3
607
Not enough data
7.9
660
Compliance
Not enough data
8.3
537
Not enough data
8.2
499
Not enough data
8.3
502
Not enough data
8.0
475
Customer Support
Not enough data
8.0
620
Not enough data
7.8
596
Not enough data
7.8
431
Data Security
Not enough data
8.1
443
Not enough data
8.1
445
Not enough data
8.3
536
Not enough data
8.5
482
Administration
Not enough data
8.2
630
Not enough data
8.3
741
Not enough data
8.6
745
Generative AI
Not enough data
Feature Not Available
Usability
Not enough data
8.2
592
Not enough data
8.3
588
Not enough data
8.3
559
Reporting
Not enough data
8.3
518
Not enough data
7.9
492
Not enough data
8.1
572
Generative AI
Not enough data
7.2
111
Not enough data
7.0
110
Monitoring
8.9
73
|
Verified
Not enough data
9.1
77
|
Verified
Not enough data
9.1
77
|
Verified
Not enough data
Management Tools
9.0
77
|
Verified
Not enough data
8.9
76
|
Verified
Not enough data
9.2
65
|
Verified
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Responses
Not enough data
8.1
40
Not enough data
8.6
47
Not enough data
8.3
48
Automation - AI Agents
Not enough data
6.1
6
Not enough data
6.4
6
Not enough data
6.4
6
Not enough data
6.4
6
Not enough data
6.4
6
Platform
Not enough data
8.3
48
Not enough data
8.4
46
Not enough data
8.4
42
Autonomy - AI Agents
Not enough data
6.1
6
Not enough data
6.1
6
Not enough data
6.1
6
Not enough data
6.4
6
Generative AI
Not enough data
7.6
12
Not enough data
8.0
11
Responses
Not enough data
8.1
400
Not enough data
8.1
397
Not enough data
8.3
384
Not enough data
8.1
382
Not enough data
8.1
290
Platform
Not enough data
8.6
403
Not enough data
8.2
401
Not enough data
8.2
396
Not enough data
8.2
397
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.4
389
Generative AI
Not enough data
8.3
49
Not enough data
8.1
48
Conversational Platform
Not enough data
8.1
772
Not enough data
8.2
630
Not enough data
8.1
597
Not enough data
8.1
665
Support Automation
Not enough data
8.1
632
Not enough data
8.2
675
Not enough data
8.4
628
Not enough data
8.0
706
Generative AI
Not enough data
7.7
123
Not enough data
7.7
123
Messaging Channels
Not enough data
7.6
64
Not enough data
9.0
156
Not enough data
8.3
77
Not enough data
8.5
85
Administration
Not enough data
8.1
91
Not enough data
8.9
140
Not enough data
8.3
96
Not enough data
8.4
129
Customer Support
Not enough data
7.0
19
Not enough data
5.5
14
Not enough data
7.3
19
Automation
Not enough data
7.5
18
Not enough data
8.2
18
Not enough data
7.5
19
Artificial Intelligence
Not enough data
7.5
19
Not enough data
7.6
20
Not enough data
7.4
20
Generative AI
Not enough data
Feature Not Available
Not enough data
7.6
72
Not enough data
Feature Not Available
Communication
Not enough data
8.6
786
|
Verified
Not enough data
8.4
804
|
Verified
Not enough data
8.0
561
Not enough data
8.4
583
|
Verified
Not enough data
7.9
364
Internal Use
8.2
29
8.0
1476
|
Verified
Not enough data
8.4
697
|
Verified
Not enough data
8.0
498
Not enough data
8.4
744
Not enough data
8.6
671
|
Verified
Not enough data
8.2
698
|
Verified
Generative AI
Not enough data
Feature Not Available
Self-Service Experience
Not enough data
8.5
1417
Not enough data
8.4
1355
Not enough data
8.0
947
Not enough data
7.7
568
Not enough data
7.9
700
Self-Service Platform
Not enough data
8.2
748
Not enough data
8.2
763
Not enough data
7.6
581
Not enough data
8.1
728
Generative AI
Not enough data
6.6(won by default)
39
Not enough data
6.5(won by default)
40
Process
Not enough data
8.4(won by default)
525
Not enough data
9.0(won by default)
701
Not enough data
8.8(won by default)
650
Channels
Not enough data
9.0(won by default)
701
Not enough data
8.3(won by default)
546
Not enough data
8.7(won by default)
524
Not enough data
8.2(won by default)
446
Not enough data
8.3(won by default)
382
Insight
Not enough data
8.1(won by default)
500
Not enough data
8.3(won by default)
611
Not enough data
8.4(won by default)
523
Not enough data
8.7(won by default)
630
Generative AI
Not enough data
7.7
52
Not enough data
7.5
51
Generative AI
Feature Not Available
Not enough data
Incident Management
8.7
220
Not enough data
8.7
227
Not enough data
8.7
237
Not enough data
8.3
193
Not enough data
8.3
190
Not enough data
Reporting
8.4
223
Not enough data
8.4
217
Not enough data
7.9
148
Not enough data
Access & Usability
7.8
144
Not enough data
8.5
192
Not enough data
8.4
155
Not enough data
8.3
151
Not enough data
Categories
Categories
Shared Categories
Jira Service Management and Zendesk Support Suite are categorized as IT Service Management (ITSM) Tools and Help Desk
Unique Categories
Zendesk Support Suite is categorized as Digital Customer Service Platforms, Genesys AppFoundry Marketplace, Shared Inbox, Conversational Support, Complaint Management, Contact Center Knowledge Base, Chatbots, Google Workspace for Sales, Google Workspace Communication Tools, Social Customer Service, Live Chat, Customer Self-Service, Proactive Notification, AI Agents, and Customer Service Automation
Reviews
Reviewers' Company Size
Jira Service Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zendesk Support Suite
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
30.5%
Computer Software
16.2%
Internet
5.6%
Financial Services
4.5%
Telecommunications
3.7%
Other
39.6%
Computer Software
14.1%
Information Technology and Services
12.5%
Financial Services
5.8%
Retail
5.0%
Consumer Services
4.5%
Other
58.3%
Most Helpful Reviews
Jira Service Management
Most Helpful Favorable Review
Mhatet R.
Verified User in Financial Services
What I like best in JIRA is that I can create my own Dashboard. I can make my own filters. I can classified the Priority levels of the tickets I am handling.
Most Helpful Critical Review
Danny H.
Verified User in Information Technology and Services
Searching for existing resolution to existing ticket can be a challenge if one is not shown for the first time how to do so.
Zendesk Support Suite
Most Helpful Favorable Review
Abbey S.
Verified User in Computer Software
The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service and...
Most Helpful Critical Review
Justin P.
Verified User in Staffing and Recruiting
The service is non-existent. We had 17 professional licenses running us around 125 USD a month (around $2,100 a month), and anytime you needed help there was no live chat, no phone number and support would take hours if not days to get back to you for even...
Mhatet R.
Verified User in Financial Services
What I like best in JIRA is that I can create my own Dashboard. I can make my own filters. I can classified the Priority levels of the tickets I am handling.
Abbey S.
Verified User in Computer Software
The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service and...
Danny H.
Verified User in Information Technology and Services
Searching for existing resolution to existing ticket can be a challenge if one is not shown for the first time how to do so.
Justin P.
Verified User in Staffing and Recruiting
The service is non-existent. We had 17 professional licenses running us around 125 USD a month (around $2,100 a month), and anytime you needed help there was no live chat, no phone number and support would take hours if not days to get back to you for even...
Alternatives
Discussions
Is Jira a service management tool?
2 comments
MH
Jira is an extremely convenient platform, but not without flaws in my opinion. In any case, if you do not use extensions that improve your jira experience in...Read more
Do I need to have the same number of JIRA Software and JIRA Service Desk licenses?
1 comment
SH
Under the new model released last year, you only need to purchase Agent licences. Agents are people that typically man the service desk and own the Service...Read more
Timer?
1 comment
SH
Yes it's based on work flow status, if your looking to do time sheet / manual stop start based on actual work you can use Tempo Time plugin. But for SLA...Read more
Is zendesk any good?
8 comments
AM
For support teams, Zendesk Support is fantastic and will do everything you want it to do. Zendesk Support can not be easily adapted for use with other...Read more
Is there a free version of Zendesk?
7 comments
AG
Zendesk Support Suite offers a free 14 - day trial.Read more
What is Zendesk Support Suite?
4 comments
VC
Zendesk Suite is the collection of Zendesk products and capabilities that provide you with the tools you need to create a complete omnichannel support...Read more
Hunting for software insights?
With over 2.5 million reviews, we can provide the specific details that help you make an informed software buying decision for your business. Finding the right product is important, let us help.
