Compare Jira Service Management and Zoho Desk 
At a Glance
Market Segments
Mid-Market (40.6% of reviews)
Small-Business (71.8% of reviews)
Entry-Level Pricing
0/agent/month
$0.00
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 plansZoho Desk
Star Rating
(6,351)4.4 out of 5
Market Segments
Small-Business (71.8% of reviews)
Entry-Level Pricing
$0.00
Free Trial is available
Browse all 5 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Zoho Desk excels in its ticket creation user experience, scoring 8.7, while Jira Service Management shines in ticket response user experience with a higher score of 9.2. Reviewers mention that the intuitive interface of Zoho Desk makes it easy for new users to create tickets quickly.
- Reviewers mention that Zoho Desk offers robust automation features, particularly in response automation, where it scored 8.4. In contrast, Jira Service Management received a higher score of 8.8, with users praising its advanced ticket routing capabilities that streamline workflows effectively.
- Users on G2 highlight the superior ticket collaboration features of Jira Service Management, which scored 9.1, compared to Zoho Desk's score of 8.6. Reviewers say that the ability to collaborate seamlessly on tickets enhances team productivity in Jira Service Management.
- G2 users report that Zoho Desk's knowledge base functionality is rated at 8.7, which is slightly higher than Jira Service Management's score of 8.4. Users say that the comprehensive knowledge base in Zoho Desk helps in reducing ticket volume by empowering customers to find solutions independently.
- Reviewers mention that Zoho Desk's ease of setup is rated at 8.2, which is notably better than Jira Service Management's score of 7.6. Users report that Zoho Desk's straightforward onboarding process allows teams to get started quickly without extensive training.
- Users say that both platforms offer strong multi-channel support, but Zoho Desk's email support scored 9.1, while Jira Service Management's email to case feature scored 8.5. Reviewers mention that Zoho Desk's email integration is particularly praised for its reliability and ease of use.
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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.
Zoho Desk
FREE
$0.00
Completely Free upto 3 agents
- Email Ticketing
- Customer Management
- Private Knowledge Base
Free Trial
Jira Service Management
Free Trial is available
Zoho Desk
Free Trial is available
Ratings
Meets Requirements
8.7
678
8.7
4,915
Ease of Use
8.1
682
8.5
4,982
Ease of Setup
7.6
293
8.2
4,229
Ease of Admin
7.7
282
8.3
4,089
Quality of Support
8.3
571
8.3
4,437
Has the product been a good partner in doing business?
8.5
260
8.5
3,693
Product Direction (% positive)
8.4
652
8.8
4,695
Features by Category
Ticket and Case Management
8.9
28
8.7
2701
|
Verified
9.2
26
8.6
2689
|
Verified
8.7
28
8.4
2471
|
Verified
8.9
26
8.4
2324
|
Verified
8.5
25
8.3
2055
|
Verified
8.5
27
8.4
2337
|
Verified
9.1
27
8.6
2343
|
Verified
8.0
25
8.4
1932
|
Verified
Generative AI
Feature Not Available
7.8
479
Feature Not Available
7.9
475
Communication Channels
8.6
29
8.4
2303
|
Verified
8.6
29
8.7
2521
|
Verified
8.0
22
8.3
1835
|
Verified
7.8
20
8.2
1612
|
Verified
7.5
19
8.0
1383
|
Verified
Platform
7.8
26
8.3
1713
|
Verified
8.2
29
8.3
2147
|
Verified
8.4
28
8.5
2256
|
Verified
9.0
26
8.3
1675
|
Verified
8.5
27
8.3
2223
|
Verified
8.3
25
8.5
2378
|
Verified
Administration
9.0
75
|
Verified
Not enough data
8.5
69
|
Verified
Not enough data
8.9
81
|
Verified
Not enough data
Service Desk
9.0
88
|
Verified
Not enough data
9.0
87
|
Verified
Not enough data
8.9
88
|
Verified
Not enough data
Management
9.1
64
|
Verified
Not enough data
9.0
59
|
Verified
Not enough data
8.8
60
|
Verified
Not enough data
8.8
56
|
Verified
Not enough data
8.6
52
|
Verified
Not enough data
Functionality
9.1
68
|
Verified
Not enough data
9.0
60
Not enough data
8.8
65
|
Verified
Not enough data
8.9
64
|
Verified
Not enough data
Administration
Not enough data
8.2
246
Not enough data
8.2
246
Not enough data
8.4
250
Knowledge Management
Not enough data
8.6
234
Not enough data
8.2
232
Not enough data
8.2
235
Compliance
Not enough data
8.4
246
Not enough data
8.3
243
Not enough data
8.3
245
Not enough data
8.1
243
Customer Support
Not enough data
8.3
228
Not enough data
8.2
229
Not enough data
8.0
226
Data Security
Not enough data
8.1
246
Not enough data
8.2
241
Not enough data
8.4
245
Not enough data
8.4
241
Administration
Not enough data
8.0
230
Not enough data
8.4
234
Not enough data
8.5
235
Generative AI
Not enough data
7.7
173
Channels
Not enough data
8.2
447
Not enough data
8.1
437
Not enough data
7.4
434
Design
Not enough data
8.0
430
Not enough data
7.8
441
Not enough data
8.2
434
Not enough data
8.1
431
Not enough data
8.2
418
Generative AI
Not enough data
7.7
318
Not enough data
7.7
312
Usability
Not enough data
8.3
334
Not enough data
8.2
335
Not enough data
8.3
326
Reporting
Not enough data
8.3
323
Not enough data
8.2
312
Not enough data
8.3
318
Generative AI
Not enough data
7.8
236
Not enough data
7.9
234
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
Generative AI
Not enough data
8.0
94
Not enough data
8.1
96
Not enough data
7.8
95
Communication
Not enough data
8.9
624
|
Verified
Not enough data
8.8
665
|
Verified
Not enough data
8.7
567
Not enough data
8.7
539
|
Verified
Not enough data
8.4
266
Internal Use
8.2
29
8.3
2147
|
Verified
Not enough data
8.6
269
Not enough data
8.5
366
Not enough data
8.8
622
|
Verified
Not enough data
8.7
604
|
Verified
Not enough data
8.6
618
|
Verified
Generative AI
Not enough data
7.8
285
Self-Service Experience
Not enough data
8.5
1342
Not enough data
8.4
1306
Not enough data
8.1
1113
Not enough data
8.2
611
Not enough data
8.3
660
Self-Service Platform
Not enough data
8.3
676
Not enough data
8.3
655
Not enough data
7.7
571
Not enough data
8.2
604
Generative AI
Not enough data
8.3(won by default)
72
Not enough data
8.2(won by default)
70
Process
Not enough data
8.7(won by default)
433
Not enough data
9.0(won by default)
576
Not enough data
8.5(won by default)
430
Channels
Not enough data
9.1(won by default)
566
Not enough data
8.6(won by default)
486
Not enough data
8.7(won by default)
458
Not enough data
8.6(won by default)
400
Not enough data
8.8(won by default)
425
Insight
Not enough data
8.8(won by default)
435
Not enough data
8.9(won by default)
489
Not enough data
8.9(won by default)
461
Not enough data
9.0(won by default)
533
Generative AI
Not enough data
7.8
130
Not enough data
7.9
129
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 Zoho Desk are categorized as Help Desk
Unique Categories
Jira Service Management is categorized as IT Service Management (ITSM) Tools, Incident Management, Service Desk, and IT Alerting
Reviews
Reviewers' Company Size
Jira Service Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zoho Desk
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%
Information Technology and Services
18.3%
Computer Software
10.7%
Computer & Network Security
4.0%
Retail
3.7%
Financial Services
3.5%
Other
59.8%
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
Verified User in Higher Education
It takes a little bit of time to get use to the product at first sight.
Zoho Desk
Most Helpful Favorable Review
Verified User in Maritime
It's fast and intuitive and does exactly what we need for handling emails. They finally launched the iPhone App for the product which works really great!
Most Helpful Critical Review
Verified User in Computer Software
I absolutely despise the amount of effort required to do a basic filter; the fact that it is super easy to create a new user when an existing user already matches on email (simply by doing things out of order); that you have to click twice to search...
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.
Verified User in Maritime
It's fast and intuitive and does exactly what we need for handling emails. They finally launched the iPhone App for the product which works really great!
Verified User in Higher Education
It takes a little bit of time to get use to the product at first sight.
Verified User in Computer Software
I absolutely despise the amount of effort required to do a basic filter; the fact that it is super easy to create a new user when an existing user already matches on email (simply by doing things out of order); that you have to click twice to search...
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
Where do I find training VDO?
3 comments
TW
I agree with you. VOD training is essential for fast implementation and developing "best practice" for your Desk software. I'm sure you have already...Read more
Is it possible for you to make integration with G suite a breeze?
2 comments
PS
Hi Daniel,
Here are the steps to configure email forwarding from Gsuite to Zoho Desk:
Sign in to the Google Admin Console.
Click Apps, then click G...Read more
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