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Zoho Desk vs JIRA: A Comprehensive Comparison

Zoho Desk vs JIRA

Zoho Desk is a cloud-based help desk software that helps businesses of all sizes manage their customer support operations. It offers a wide range of features, including ticket management, a knowledge base, a self-service portal, automation, reporting, and analytics.

On the other hand, JIRA is the OG of enterprise project and issue management software. NASA uses JIRA Service Management to land rockets on Mars!

They have a product called JIRA Service Management, and today we will compare two enterprise customer support software. 

As these platforms square off, we’ll explore their strengths, unique capabilities, and which one might be your key to enhanced productivity and success. So, fasten your seatbelts as we embark on a journey through the realms of Zoho Desk and JIRA Service Management, where support excellence meets project mastery.

QUICK NOTE: If you are a startup or SMB, Zoho Desk or Jira might not be a good fit for you. Check out ThriveDesk, our take on customer support software for startups or SMBs.

Zoho Desk vs Jira at a glance

CriteriaZoho DeskJira
Rating4.4/54.2/5
NicheSmall to mid-sized businessesSmall to mid-sized businesses
Starting price$14$77.50
Free trial15 days7 days

Overview of Zoho Desk

Zoho Desk

Experience efficient customer support with Zoho Desk‘s comprehensive helpdesk solution. Manage and resolve customer queries effortlessly using the powerful ticketing system, providing a centralized dashboard for clear visibility and prompt issue resolution.

Go beyond ticketing with Zoho Desk’s integrated suite of customer support tools. Engage customers through live chat, knowledge base management, community forums, and self-service portals, offering a range of support options and empowering customers to find solutions independently.

Integrate Zoho Desk seamlessly with other Zoho applications and popular third-party tools to create a unified ecosystem, ensuring smooth data flow and collaboration across teams. Scale your support operations effortlessly with customizable features and pricing plans to meet your evolving needs.

Trusted by top companies like BMW, Bose, and OnePlus, Zoho Desk delivers exceptional support experiences across industries. Join the ranks of satisfied businesses and provide timely resolutions with Zoho Desk’s comprehensive suite of customer support tools.

Zoho Desk is a streamlined helpdesk solution that combines robust ticketing, versatile integrations, scalability, and a trusted user base.

Overview of JIRA Service Management

JIRA Service Management

JIRA Service Management, developed by Atlassian, is a versatile project management and issue-tracking software trusted by teams across diverse industries. It excels in efficient issue tracking, allowing teams to create, assign, and prioritize tasks seamlessly.

JIRA Service Management is renowned for its agile project management capabilities, supporting methodologies like Scrum and Kanban. Its customizable workflows empower teams to define unique processes while reporting and dashboards provide valuable insights for decision-making.

JIRA Service Management’s flexibility extends to integrations with a wide range of tools, ensuring seamless collaboration. It offers multiple deployment options, robust security features, and automation capabilities to enhance efficiency. In addition, JIRA Service Management’s roadmap feature aids in long-term project planning, and the Atlassian Marketplace provides various apps to extend functionality.

In summary, JIRA Service Management equips teams with a powerful suite of features to streamline project management and collaboration. It is a go-to choice for industries spanning software development to marketing and beyond.

Comparative Analysis: Key Features and Functionality

When comparing Zoho Desk and JIRA Service Management, it’s essential to evaluate their core features and functionalities to determine which platform best suits your organization’s customer support needs. Let’s explore how Zoho Desk and JIRA Service Management stack up in terms of basic functionalities required by helpdesk software. 

FeaturesZoho DeskJIRA Service Management
IntegrationsZoho Desk integrates with over 6500 apps, including Salesforce, Microsoft Dynamics, and Google WorkspaceJIRA Service Management integrates with over 5700 apps, including Slack, Confluence, and Trello
Self-service portalZoho Desk offers a self-service portal where customers can find answers to their questions, troubleshoot issues, and access knowledge articlesJIRA Service Management also offer a self-service portal similar to most helpdesk software
Live chatZoho Desk offers live chat for customer support agents to communicate with customers in real timeJIRA Service Management offers it’s live chat in the form of an integration available in the atlassian marketplace called Q chat which can be integrated in both websites and customer service portals 
ReportingZoho Desk offers a variety of reports that help businesses track customer support metrics, such as ticket volume, response time, and customer satisfactionJIRA Service Management offers a variety of reports that help businesses track project management metrics, such as sprint velocity, task completion rate, and time spent on tasks
Mobile appZoho Desk offers a mobile app for both iOS and AndroidJIRA Service Management offers a mobile app for both iOS and Android
AIZoho Desk’s AI chatbots are powered by Zia, Zoho Desk’s own AI technology. Zia is considerably more powerful than Answer Bot and can process more information and handle more complex tasks making it more capable than Answer Bot. JIRA Service Management has a virtual assistant powered by Atlassian Intelligence, which is a powerful generative AI equipped with a best-in-class Natural Language Processing engine. It assists agents and customers alike with lightning fast conversational customer support 
Customer supportZoho Desk offers 24/7 customer support via phone, email, and chatJIRA Service Management offers 24/7 customer support via email and chat
Ticket ManagementZoho Desk offers robust ticket management with multi-channel support, automation, and analytics for efficient customer support.JIRA Service Management, a project management tool with ticket management features. Its ticket management system is not as robust as Zoho Desk’s, but it can be used to track and manage issues related to projects
AutomationZoho Desk’s helpdesk solution provides automation features through its “Blueprint” functionality. With Blueprint, businesses can create automated workflows that guide agents through predefined steps, ensuring consistent and standardized support processes.JIRA Service Management’s automation capabilities are tailored to project management, software development, and workflow optimization, making it ideal for these purposes

Our pick: Zoho Desk

Some additional Comparison metrics

Unique Features

When considering Zoho Desk and JIRA Service Management, it’s essential to highlight their unique features and how they cater to different aspects of business operations.

Zoho Desk

Zoho’s helpdesk solution stands out with its comprehensive suite of integrated applications, including CRM, desk, and analytics tools. This integration creates a seamless ecosystem, enabling businesses to leverage customer data from various touchpoints and streamline their support processes. Zoho Desk also boasts an AI-powered chatbot named Zia.

JIRA Service Management

In contrast, JIRA Service Management shines in the realm of project and issue tracking. While not a customer support-focused platform like Zoho Desk, JIRA Service Management excels in agile project management. Its strength lies in customizable workflows, ideal for teams following agile methodologies such as Scrum and Kanban. IT also boasts robust reporting and dashboard features for actionable insights into project progress. It uses a powerful virtual agent which is also very proficient at dealing with customer queries, cutting down on response time and automating certain support processes just like Zoho Desks Answer Bot.

Zoho Desk and JIRA Service Management offer unique capabilities but cater to different organizational needs. Zoho Desk focuses on customer support, while JIRA Service Management excels in project management and collaboration. The choice between them should be based on your specific requirements and priorities, ensuring a seamless fit with your organization’s operational objectives.

Our pick: JIRA Service Management. Their virtual agent is a powerful component when it comes to unique features.

Pricing and Plans

When considering helpdesk solutions like Zoho Desk and JIRA Service Management, understanding the pricing models and plans is crucial to make an informed decision. Let’s compare the pricing structures of both platforms, evaluate their value for money and scalability, and analyze any additional costs or hidden charges that may be associated with each platform.

PricingZoho DeskJIRA Service ManagementThriveDesk
Pricing ModelPer user per monthPer user per monthPer user per month
Number of Pricing Tiers3 (Standard, Professional, Enterprise)4 (Free, Standard, Premium, Enterprise)3 (Starter, Plus, Enterprise)
Trial Period15 days7 days7 days
Free Plan AvailableNoYesNo
Lowest Priced Paid Plan$14/user/month billed annually (Standard$790/user/year$25/month billed annually (Starter)
Highest Priced Published Plan$50/user/month billed monthly (Enterprise)$1,525/user/year$49/month billed annually (Plus)
Custom Enterprise PricingNoYesNo
Annual Billing DiscountYesYesYes
Add-on/Integration PricingNo added costAdditional costNo added cost
Ease of Cost EvaluationEasyEasyEasy

If your business is on a tight budget, consider exploring ThriveDesk. They provide uncomplicated pricing plans tailored to accommodate various business needs. With just two options to select from, it simplifies the decision-making process for business owners. Opt for the plan that aligns with both your support needs and budget, whether you operate as a small team or a burgeoning enterprise.

Our pick: JIRA Service Management. Has a free plan.

Value for Money and Scalability

When it comes to choosing a helpdesk and project management solution for your business, assessing the value for money and scalability of the platforms is paramount. Let’s compare Zoho Desk and JIRA Service Management in handling these crucial aspects, helping you make an informed decision.

Zoho Desk 

Zoho Desk’s pricing plans also offer scalability, enabling businesses to upgrade to higher-tier plans as their support needs expand. With the integrated suite of applications, Zoho provides a comprehensive solution that can bring additional value to businesses looking for a unified ecosystem to manage customer interactions.

JIRA Service Management

JIRA Service Management employs a transparent pricing model, billing per-user per month. This straightforward approach simplifies cost calculations and allows for easy scalability. It’s worth noting that JIRA Service Management’s integration with other Atlassian tools can enhance the overall value, as these integrations create a cohesive ecosystem for project management and collaboration.

As your business grows, you can easily add more users to your JIRA Service Management plan, ensuring your project management capabilities align with your expanding team. However, it’s important to consider the impact of integrated tools on pricing. Depending on the selected plan, additional features from the Atlassian suite may become available, affecting the overall cost.

Our pick. Tie. Both offer a lot of bang for your buck.

Additional Costs and Hidden Charges

When selecting a helpdesk or project management platform, it’s crucial to consider the base pricing and any potential additional costs and hidden charges that may impact your budget. Let’s delve into how Zoho Desk and JIRA Service Management handle these aspects.

Zoho Desk

  • Pay-per-use pricing: Zoho Desk’s pay-per-use option covers features like SMS and live chat support. Ideal for occasional users, it offers flexibility. Watch out for per-use fees to control costs.
  • Customizations: Zoho Desk provides customization features like branding and custom fields. Tailor it to your needs, but remember, customizations can be costly and may need Zoho’s support.
  • Add-on modules: Enhance Zoho Desk with add-ons like SalesIQ CRM and Desk360. These modules offer extra functionality but come at an added cost and may require Zoho’s support.

JIRA Service Management

JIRA Service Management also employs a clear per-user per-month pricing model. However, similar to Zoho Desk, there are potential additional costs to consider:

  • Integrated Tools: JIRA Service Management’s integration with other Atlassian tools, such as Confluence and Trello, can be a significant asset. Still, if you opt to use these additional tools, they may come with their own subscription fees.
  • Plugin Costs: JIRA Service Management Marketplace offers a wide range of plugins and extensions to enhance functionality. Some of these plugins may require separate purchases.
  • Data Storage: Depending on your data storage needs, additional costs may apply if you exceed the allocated storage limits in your plan.
  • Training and Support: Like Zoho Desk, JIRA Service Management may charge for extra training or premium support services beyond what’s included in your plan.

Our pick: No winners in this category either. Both are very sneaky when it comes to hidden costs. We advise you to carefully review their pricing plans and policies before picking either. 

User Experience and Interface

The user experience and interface of a helpdesk or project management solution significantly impact its effectiveness in facilitating smooth operations. Let’s assess the user experience and interface of both Zoho Desk and JIRA Service Management, considering key factors like navigation, customization, and overall usability. We’ll also incorporate user feedback and reviews to provide insights into the practicality of each platform.

Zoho Desk 

  • Zoho Desk’s interface is designed to provide a seamless user experience, focusing on ease of navigation and accessibility. The platform offers a clean and organized dashboard that presents relevant information in a structured manner.
  • Zoho Desk provides extensive customization options, allowing businesses to tailor the interface to their requirements. Users can customize ticket forms, workflows, and layouts, ensuring the platform adapts to their specific support processes.
  • Reviews highlight Zoho Desk’s user-friendly interface, with users appreciating its simplicity and ease of navigation. The intuitive design of the platform, coupled with its comprehensive features, contributes to a positive user experience.

JIRA Service Management 

  • JIRA Service Management also prioritizes a seamless user experience, with a focus on intuitive navigation and accessibility. Its interface is organized and clutter-free, presenting information in a structured manner through a well-designed dashboard.
  • JIRA Service Management provides ample customization options to cater to diverse business needs. Users can customize workflows, ticket forms, and layouts, ensuring that the platform adapts seamlessly to their unique project management processes.
  • User reviews consistently highlight JIRA Service Management’s user-friendly interface. Users appreciate its simplicity and ease of navigation, which is further enhanced by the platform’s comprehensive features. The intuitive design and structured interface contribute significantly to a positive user experience.

Our pick: Zoho Desk. More intuitive and easier to use. JIRA Service Management has a learning curve for first-time users.

Customer Feedback and Reviews

Regarding G2 ratings, Zoho Desk and JIRA Service Management are well-rated platforms. Zoho Desk has a rating of 4.4 out of 5 stars, based on over 4,700 reviews. JIRA Service Management has a rating of 4.2 out of 5 stars, based on over 753 reviews.

Zoho Desk

Zoho Desk is a more affordable option. The platform also offers a high degree of customization, making it a good choice for businesses of all sizes and requirements.

JIRA Service Management

JIRA Service Management is commended for robust project management capabilities, enhancing workflow efficiency and team collaboration. Yet, the platform’s learning curve can be steep for newcomers, and its pricing structure, particularly in conjunction with other Atlassian tools, may pose budget considerations for some organizations.

The general consensus between their customers focuses on a few common patterns.

Our pick: Zoho Desk. Acknowledging that this is a subjective category we looked at 100 random reviews for each and considering the limited sample size, Zoho Desk had more reviews over 4 stars compared to JIRA Service Management.

Zoho Desk vs JIRA Service Management: Pros and Cons Face-Off 

Zoho Desk

ProsCons
More affordable than Zoho DeskNot as many features as Zoho Desk
Good customer supportMobile app is not as user-friendly as the web app
Easy to use and customizableSome users have reported issues with performance
Integrations with other popular software
Offers a free plan for up to 10 users

JIRA Service Management

ProsCons
Powerful project management capabilitiesLearning curve for beginners
Highly customizable for various use casesPricing may become a concern, especially when integrated with other Atlassian products
Integrates seamlessly with other Atlassian toolsPrimarily focused on project management and development, may not be as versatile for other business functions
Offers robust workflow automationPricing may be an issue while scaling team
Has a free plan

Which is right for you?

Zoho Desk is a slightly more affordable option than Jira Service Management. The platform also offers a high degree of customization, making it a good choice for businesses with unique needs. 

JIRA Service Management is commended for robust project management capabilities, enhancing workflow efficiency and team collaboration. Yet, the platform’s learning curve can be steep for newcomers, and its pricing structure, particularly in conjunction with other Atlassian tools, may pose budget considerations for some organizations.

Here’s a summary table outlining the key differences between Zoho Desk and JIRA Service Management, along with an alternative worth considering:

FeatureZoho DeskJIRA Service ManagementThriveDesk
PriceStarts at $20, billed monthlyStarts at $21, billed monthlyStarts at $25
FeaturesTicket management, Self-service portal, knowledge base, automation and reportingSelf-service portal, knowledge base, and reporting and analyticsWide range of help desk features that focus on customer support and live chat
Ease of useEasy to use and configureCan be complex for new usersEasy to use and configure
ScalabilityScalable to meet the needs of growing businessesGood growth speed to value ratio and scalable to meet the needs of growing businessesBetter utilized for small to mid sized businesses
CommunityLarge and active community of users and developersLarge and active community of users and developersActive community of developers and contributors 
Customer support24/7 support via email, chat and phone24/7 support via email and chat24/7 support via email and chat

ThriveDesk: Customer Support solution for Startups and SMBs

ThriveDesk - Best Customer Support Software

In addition to Zoho Desk vs JIRA Service Management, alternative helpdesk solutions are available in the market. One such alternative worth considering is ThriveDesk. ThriveDesk is a feature-rich helpdesk solution that offers a comprehensive set of tools to manage customer support effectively.

ThriveDesk is a help desk software tailor-made for businesses seeking extensive features and a powerful yet simple live chat assistant. Even better, it’s the most cost-effective, lightweight, and speedy live chat solution available for Shopify business owners.

ThriveDesk empowers small businesses to manage real-time customer communications. Packed with convenient built-in features like shared inbox, instant replies, file sharing directly from the chat widget, emojis for effective communication, satisfaction surveys, sales tracking reports for eCommerce, knowledge base search, and monitoring capabilities, you can efficiently handle your Wix store operations.

Rest assured, ThriveDesk’s lightweight design and speed won’t impact the performance of your Wix-powered eCommerce website. The optimized agent interface ensures rapid responses for maximum efficiency, all while keeping your website running smoothly.

Rated 5 stars out of 5 on G2, ThriveDesk is highly regarded by users.

Key Features of ThriveDesk:

  • Anonymous Live Chat
  • Self Service Portal (WPPortal)
  • Third-party Integrations
  • Performance Metrics
  • Live Chat
  • Workflow Management
  • Alerts / Escalation
  • Ticket Management
  • Customer Database
  • Email Management
  • Extensive Knowledge Base
  • Surveys & Feedback
  • Pricing for ThriveDesk starts at just $25 per month.

Pros of ThriveDesk:

  • Cost-effective, reducing agent costs
  • Minimizes customer effort
  • Easy installation and usage
  • Smooth onboarding experience
  • Seamless navigation between chat interactions
  • Real-time responses
  • ThriveDesk’s user-friendly interface comprehensive resources (including a community, shared mailbox, and live chat), have made it a popular and trusted choice for Wix users. It comes highly recommended for its reliability and ease of use.

Cons of ThriveDesk:

  • Lack of native mobile alerts

With ThriveDesk, you can supercharge your website’s growth and streamline customer interactions

Conclusion: Zoho Desk vs JIRA Service Management for Your Business

When deciding between Zoho Desk and JIRA Service Management to meet your business needs, it’s essential to consider a range of factors aligned with your organizational goals, operational requirements, and financial constraints. These two platforms offer distinct strengths, each serving unique aspects of your business.

Your choice between Zoho Desk and JIRA Service Management should align with your unique business needs. Zoho Desk continues to be an excellent, cost-effective solution for businesses prioritizing budget-conscious decisions. Its robust feature set, affordability, and scalability make it a compelling option. 

Conversely, JIRA Service Management offers a compelling solution if you focus on optimizing project management and development processes. 

Tailor your selection to match your objectives and leverage the full potential of Zoho Desk or JIRA Service Management to drive success in your organization. If you’re a small business looking for a more cost-effective solution to handle your customer support, ThriveDesk can be your go-to.

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