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Compare Zendesk vs Jira Service Desk

What is better Zendesk or Jira Service Desk? It’s easy to our scoring system to provide you with a general idea which Customer Support Software product is more suitable for your company. For overall product quality, Zendesk earned 9.8 points, while Jira Service Desk gained 9.0 points. At the same time, for user satisfaction, Zendesk scored 98%, while Jira Service Desk scored 96%.

Details about their unique elements, tools, supported platforms, customer support, etc. are provided below to give you a more precise assessment. Keep in mind to choose only the features your company needs so you don’t waste cash for features which are redundant.

Right now, the leading products in our Customer Support Software category are: Zendesk, Freshdesk, Salesforce Service Cloud.

SmartScore™

OUR SCORE 9.8

User Satisfaction

CUSTOMER EXPERIENCE 98%

Pricing

Starting from $5

Pricing Model

Free

Monthly payment

One-time payment

Annual Subscription

Quote-based

List of Features

  • Flexible ticket management with automated workflow
  • Multi-channel support: email, web, phone, chat, social media
  • Mobile support with native iPhone, iPad, and Android apps
  • Robust reporting and advanced analytics
  • Customer facing web interface that you can easily brand
  • Knowledge base portal and community forums included
  • Over 100 out-of-the-box integrations with 3rd party apps
  • Open API enabling seamless integration into your business
  • Multi-brand support with linked accounts
  • Unlimited, free “light agents” (Enterprise plan only)
  • Group rules and macros
  • Screencasting
  • Public and private forums
  • Full CSS rebranding
  • Multi locale (timezone and languages)
  • Export ticket views to CSV
  • SSO with Twitter, Facebook, Google and SAML
  • REST API
  • Pre-built: Salesforce, SugarCRM

Pricing Info

Zendesk offers different pricing plans for its various modules. A 30-day free trial is also available.

Zendesk Support

Essential – $9/agent per month or $5/agent per month (billed annually)

  • Email & social channels
  • Basic help center
  • Web Widget & Mobile SDK

Team – $25/agent per month or $19/agent per month (billed annually)

  • All Essential features, plus:
  • Business rules
  • Performance Dashboards
  • Public apps and integrations

Professional – $59/agent per month or $49/agent per month (billed annually)

  • All Team features, plus:
  • Multilingual content
  • CSAT surveys
  • Custom reports & dashboards

Enterprise $125/agent per month or $99/agent per month (billed annually)

  • All Professional features, plus:
  • Custom agent roles
  • Multibrand support
  • Multiple ticket forms
  • Launch Success Program
  • Satisfaction Prediction

Elite – $199/agent per month (billed annually)

  • All Enterprise features, plus:
  • Unlimited light agents
  • 99.9% uptime SLA
  • 1 hour service level objective
  • Advanced encryption & security
  • Data center location

Zendesk Chat

Lite – Free

  • 1 concurrent chat
  • Chat rating
  • 30-day chat history

Team – $19/agent per month or $14/agent per month (billed annually)

  • All Lite features, plus:
  • Unlimited chats
  • 2 triggers
  • 2 departments
  • Zendesk Message
  • Widget customization
  • Public apps

Professional – $35/agent per month or $29/agent per month (billed annually)

  • All Team features, plus:
  • Unlimited triggers
  • Unlimited departments
  • Operating hours
  • Chat and agent reports
  • Conversion Tracking

Enterprise $70/agent per month or $59/agent per month (billed annually)

  • All Professional features, plus:
  • Widget unbranding
  • Real-time monitor
  • Roles and permissions
  • Skills-based routing
  • Web SDK
  • 24/7 live chat support

Zendesk Talk

Lite – Pay for usage only, per agent per month

  • Limit of 1 phone number
  • Automatic ticket creation
  • Call recording & voicemail transcription

Team – Usage sold separately, $25/agent per month or $19/agent per month (billed annually)

  • All Lite features, plus:
  • Multiple phone numbers
  • Warm transfer
  • Business hours
  • Text messaging

Professional – Usage sold separately, $59/agent per month or $49/agent per month (billed annually)

  • All Team features, plus:
  • IVR phone trees
  • Call monitoring & barging
  • Callback from queue
  • Real-time analytics
  • Insights reporting

Enterprise Usage sold separately, $110/agent per month or $89/agent per month (billed annually)

  • All Professional features, plus:
  • Launch Success Program
  • Monthly Diagnostics
  • Talk Usage 99.95% SLA
  • Failover on demand

Partner Edition – Does not inlcue cost of partner solution, $14/agent per month or $9/agent per month (billed annually)

  • Access to telephony integrations & CTI toolkit for:
  • Embedded softphone
  • Caller ID & history
  • Tickets with call data and agent assignment

Zendesk Guide

Lite – Free

  • Included with Zendesk Support
  • Knowledge base
  • Support request form
  • Google Analytics reporting

Professional – $19/agent per month or $15/agent per month (billed annually)

  • All Lite features, plus:
  • Custom themes
  • Multilingual content
  • Agent knowledge base
  • Community forums
  • Customer requests portal
  • Performance dashboards
  • Knowledge Capture app

Enterprise $34/agent per month or $29/agent per month (billed annually)

  • All Professional features, plus
  • Team Publishing
  • Content Cues
  • Multiple help centers
  • Integrated Knowledge Capture workflow

Answer Bot – Optional, from $50 per month

  • Automated replies to customers using knowledge base content

Languages Supported

English

Chinese

German

Hindi

Japanese

Spanish

French

Russian

Italian

Dutch

Portugese

Polish

Turkish

Swedish

Prominent Clients

Vodafone, GILT, Shopify, Groupon, Gov. UK

Integrations

Zendesk integrates with the several business systems and applications. It has more than 600 integrations and apps. Here are some of them

  • 123Contact Form
  • 3CLogic
  • Agile CRM
  • AppGuru
  • Azuqua
  • Capsule CRM
  • Cisco CTI
  • ClickDesk Live Chat
  • Cloud Magic
  • Drupal
  • FreshBooks
  • Google Apps
  • Hootsuite
  • Infusionsoft
  • Joomla!
  • LiveChat
  • MailChimp
  • Microsoft Dynamics
  • Olark Live Chat
  • Podio
  • Shopify
  • SAP Business One
  • WordPress
  • Zoho CRM

Available Devices

Windows

Linux

Android

iPhone/iPad

Mac

Web-based

Windows Mobile

Company Size

Small Business

Large Enterprises

Medium Business

Freelancers

Available Support

email

phone

live support

training

tickets

General Info

Winner of our Supreme Software Award, Zendesk is a customer support solution that helps boost customer service and improve customer retention. The platform's modules include chat support, call center solutions, help desk applications, and knowledge base, so you'll cover all the bases of efficient customer services.

Company Email

support@zendesk.com

Contact No.

Company's Address

989 Market Street Suite 300
San Francisco, CA 94103
USA

NOAWARDS
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SmartScore™

OUR SCORE 9.0

User Satisfaction

CUSTOMER EXPERIENCE 96%

Pricing

Starting from $20

Pricing Model

Free

Monthly payment

One-time payment

Annual Subscription

Quote-based

List of Features

  • Customer portal
  • JIRA software integration
  • Automation
  • ITIL-ready templates
  • Real-time updates, information, and collaboration
  • Performance metrics
  • Confluence integration
  • Self-service
  • Knowledge base
  • Repetitive task automation
  • API
  • SLAs (Service Level Agreements)
  • Metrics report
  • Atlassian Marketplace compatibility
  • CSAT reporting
  • Machine learning

Pricing Info

Jira Service Desk offers different pricing plans depending on your deployment preferences. For their cloud packages, they offer three packages based on the features you require. They also offer per-agent pricing that you can learn more about using their price calculator on their website. Meanwhile, they only offer two self-managed plans that are priced based on where you want to host your data.

Cloud – Free

  • Up to 3 agents
  • Unlimited customers
  • Service request management
  • Incident management
  • Change management
  • Problem management
  • Asset management
  • Configurable workflows
  • Self-service portal
  • Knowledgebase
  • Queues
  • Email and embeddable widget
  • SLA management
  • Reporting & analytics
  • Automation
  • Multi-language support
  • Apps and integration
  • 2GB file storage
  • Community Support

Cloud – Standard ($20/agent/month)

  • Up to 5,000 agents
  • Unlimited customers
  • Service request management
  • Incident management
  • Change management
  • Problem management
  • Asset management
  • Configurable workflows
  • Self-service portal
  • Knowledgebase
  • Queues
  • Email and embeddable widget
  • SLA management
  • Reporting & analytics
  • Automation
  • Multi-language support
  • Apps and integration
  • Audit logs
  • 250GB Storage
  • Local Business Hours Support

Cloud – Premium ($40/agent/month)

  • Up to 5,000 agents
  • Unlimited customers
  • Service request management
  • Incident management
  • Change management
  • Problem management
  • Asset management
  • Configurable workflows
  • Self-service portal
  • Knowledgebase
  • Queues
  • Email and embeddable widget
  • SLA management
  • Reporting & analytics
  • Automation
  • Multi-language support
  • Apps and integration
  • Audit logs
  • 9% uptime SLA
  • Unlimited Storage
  • 24/7 Premium Support

Self-managed – Server (one-time payment starting at $10 for 3 agents)

  • Complete control of your environment
  • A single server deployment
  • Perpetual license + free year of maintenance

Self-managed – Data Center (starting at $13,200/year for 50 agents)

  • Complete control of your environment
  • Active-active clustering for high availability
  • Annual term license + maintenance
  • Atlassian-supported disaster recovery

Languages Supported

English

Chinese

German

Hindi

Japanese

Spanish

French

Russian

Italian

Dutch

Portugese

Polish

Turkish

Swedish

Prominent Clients

The Daily Telegraph, Twitter, NASA

Integrations

Jira Service Desk can integrate with 900+ apps from the Atlassian Marketplace including the following:

  • Jira Software
  • Slack
  • HipChat
  • Google
  • Confluence
  • Trello
  • Tasktop Sync
  • HappyFox
  • JEMH
  • ERPM
  • Zendesk
  • Insight
  • Freshservice
  • Bomgar
  • Kelverion
  • Zephyr
  • Salesforce
  • Gliffy
  • GitHub
  • Balsamiq
  • Azuqua
  • Amity

Available Devices

Windows

Linux

Android

iPhone/iPad

Mac

Web-based

Windows Mobile

Company Size

Small Business

Large Enterprises

Medium Business

Freelancers

Available Support

email

phone

live support

training

tickets

General Info

A full-featured service desk platform that allows IT teams to deliver rapid end-to-end service delivery. The software lets you automate tasks, build knowledge bases, and collaborate in real-time, so you can deliver the best customer service possible. You can also link tickets to your team's task queue on Jira for faster issue resolution.

Company Email

sales@atlassian.com

Contact No.

Company's Address

Atlassian Corporation PLC
Level 6, 341 George Street
Sydney, NSW, 2000
Australia

Both Zendesk and Jira Service Desk were evaluated by a panel of reliable SaaS experts who prepared a detailed examination of all important aspects of every solution. Their ultimate rating was calculated using our unique SmartScore system which provides an individual partial score to every factor including: main features, client support, mobile support, security, user satisfaction and media presence. Here at FinancesOnline we know useful features are not the only factor essential to a company so we make sure we pay attention to all sides of a app prior to giving it a final rating.

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