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Zendesk Suite vs JIRA Service Management Comparison (2026)
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Good recommendations?
Zendesk Suite
4.4
(4.1K)5
2.2K
4
1.3K
3
320
2
66
1
54
Based on GetApp‘s extensive, proprietary database of in-depth, verified user reviews
JIRA Service Management
4.5
(779)5
444
4
270
3
50
2
12
1
3
Based on GetApp‘s extensive, proprietary database of in-depth, verified user reviews
Overview
Zendesk's fully customizable service solution scales with your business and enables organizations to solve tickets easily. Reach customers on any channel and equip your agents with a full history of all interactions, including those tracked from 700+ app integrations.
JIRA Service Management is an AI-based platform that unites teams to deliver exceptional service experiences. It helps managers scale support across IT, HR, engineering, and customer service with customizable help centers, automated workflows, and self-service tools. Featuring virtual agents and integration with Atlassian's teamwork graph, it connects people, work, and goals while reducing disruptions and improving incident resolution.
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
Video & Screenshots
Pricing
User reviews
4.4
4.1K
5
4
3
2
1
2.2K
1.3K
320
66
54
- Value for money
- Ease of use
- Features
- Customer support
73%
would recommend this app4.5
779
5
4
3
2
1
444
270
50
12
3
- Value for money
- Ease of use
- Features
- Customer support
77%
would recommend this appPros
“Initial webhooks Setup feels complex when connecting custom microservices, and configuring ticket trigger conditions requires careful testing to avoid loops.”
EA
Estrella A.
Software Engineer
“The setup process was smooth, and the platform provides useful features for managing emails, tickets, and team collaboration.”
TG
Tushar G.
Cloud Engineer
“The automation features, reporting dashboards, and integrations with other tools are also very helpful for managing workflows and tracking performance.”
SP
Sonu P.
Systems Analyst
Pros
“Its workflows are highly configurable, automation is useful for reducing manual ticket handling, and native integration with development teams improves incident, change, and problem-management collaboration.”
AG
Andrew G.
Devops
“Before Jira Service Management, tracking of requests and incident follow-up involved many manual checks, which are now replaced by the queues, SLAs and automated workflows in Jira, allowing me to keep most of the recurring tasks automatically processed and up-to-date.”
Anit S.
Enterprise Architect
“Customer requets sorting and filtering is one of the best feature i have used in helpdesk platforms, before this everything was mixed, now i can prioritize sales requests from our clients.”
Shivam A.
Account relationship manager
Cons
“I'm not a huge fan of the UI clutter when creating a new ticket, but it's not a huge deal and our team's learned to navigate it after a few weeks.”
MT
Maisie T.
Customer Support Specialist
“Sometimes it limits me the way Zendesk suite handles follow up tickets when a ticket is closed. When a customer replies after closure, he creates a new thread instead of responding to previous one.”
MN
Musawenkosi N.
Technical Support Officer
“However, we have not used your service for the past 3-4 months, and a check of our user logs will show that no one from our team has logged into the platform during that period. Despite multiple attempts to resolve this issue, including contacting customer support, we have encountered an unhelpful response.”
YK
Yevgeniy K.
Data Analyst
Cons
“The UI is slightly outdated and sometimes it’s confusing why some tasks allow internal notes and not comments.”
Sarah P.
Performance Marketing Manager
“Atlassian's product [sensitive content hidden] seem to have little experience in ticketing jobs, and they focus the development roadmap on less impactful developments like "easier Zoom calls" and leaving out basic functions like ticket splitting and merging.”
JK
Jarosław K.
Director of Support Services
“Also, the pricing can get expensive as your team grows, and the mobile app doesn’t always work as smoothly as the desktop version.”
AR
Arti R.
Software engineer
- Vendor responds to reviews
- Last review9 days ago
- Vendor responds to reviews
- Last reviewa month ago
Key features
- Total features180
- AI Copilot
- API
- Access Controls/Permissions
- Account Alerts
- Account Management
- Activity Dashboard
- Activity Tracking
- Agile Methodologies
- Alerts/Escalation
- Alerts/Notifications
- Analytics
- Approval Process Control
- Approval Workflow
- Archiving & Retention
- Asset Lifecycle Management
- Asset Tracking
- Assignment Management
- Audit Management
- Audit Trail
- Automated Responses
- Automated Routing
- Automatic Call Distribution
- Autoresponders
- Availability Management
- Backlog Management
- Backup and Recovery
- Barcoding/RFID
- Batch Communications
- Blended Call Center
- Bug Tracking
- Bug/Issue Capture
- CMDB
- CRM
- Call Center Management
- Call Logging
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scripting
- Caller ID
- Campaign Management
- Canned Responses
- Capacity Management
- Case Management
- Catalog Management
- Change Management
- Chat/Messaging
- Churn Management
- Client Management
- Client Portal
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Communications Management
- Complaint Monitoring
- Compliance Management
- Compliance Tracking
- Computer Telephony Integration
- Configurable Workflow
- Configuration Management
- Contact Management
- Content Creation
- Content Management
- Contract Drafting
- Contract/License Management
- Corrective and Preventive Actions (CAPA)
- Cost Tracking
- Customer Complaint Tracking
- Customer Database
- Customer Engagement
- Customer Experience Management
- Customer History
- Customer Management
- Customer Portal
- Customer Segmentation
- Customer Service Analytics
- Customer Social Profiles
- Customer Support
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Import/Export
- Decision Support
- Discussions/Forums
- Document Management
- Document Storage
- Drag & Drop
- Email Alerts
- Email Management
- Email Templates
- Email Tracking
- Event Triggered Actions
- Feedback Management
- File Sharing
- Filtering
- For IT Project Management
- For Insurance Industry
- For Startups
- For iPad Devices
- Forms Management
- Full Text Search
- GPS
- Gamification
- Geotargeting
- Group Management
- Health Score
- Help Desk Management
- IT Asset Management
- IT Incident Management
- IT Reporting
- IVR
- Inbound Call Center
- Incident Management
- Interaction Tracking
- Interactive Content
- Inventory Management
- Investigation Management
- Issue Auditing
- Issue Management
- Issue Scheduling
- Issue Tracking
- Knowledge Base Management
- Knowledge Management
- Lead Management
- License Management
- Live Chat
- Location Tracking
- Macros/Templated Responses
- Maintenance Management
- Maintenance Scheduling
- Manual Dialer
- Mobile Access
- Mobile App
- Monitoring
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Channel Management
- Multi-Language
- Multiple Scripts
- Negative Feedback Management
- Network Monitoring
- Offline Form
- On Call Scheduling
- On-Demand Communications
- On-Demand Recording
- Onboarding
- Online Forums
- Outbound Call Center
- Patch Management
- Performance Metrics
- Personalization
- Phone Key Input
- Policy Management
- Predictive Analytics
- Predictive Dialer
- Prioritization
- Proactive Chat
- Problem Management
- Procurement Management
- Progressive Dialer
- Project Management
- Project Tracking
- Projections
- Quality Assurance
- Queue Management
- Real-Time Analytics
- Real-Time Chat
- Real-Time Data
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Reporting
- Real-Time Updates
- Real-time Consumer-facing Chat
- Recording
- Recurring Issues
- Release Management
- Remote Monitoring & Management
- Reporting & Statistics
- Reporting/Analytics
- Requisition Management
- Revenue Management
- Risk Assessment
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SMS Messaging
- SSL Security
- Safety Incident Management
- Sales Pipeline Management
- Scheduling
- Screen Sharing
- Search
- Search/Filter
- Self Service Portal
- Service Catalog
- Service Level Agreement (SLA) Management
- Service Reporting
- Single Sign On
- Social Media Integration
- Social Media Monitoring
- Status Tracking
- Supplier Management
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Task Management
- Team Collaboration
- Template Management
- Templates
- Text Analysis
- Text Editing
- Text to Speech
- Third-Party Integrations
- Ticket Management
- Time & Expense Tracking
- Transcripts/Chat History
- Transfers/Routing
- Trend Analysis
- Usage Tracking/Analytics
- Widgets
- Workflow Management
- Total features128
- AI Copilot
- API
- Access Controls/Permissions
- Account Alerts
- Account Management
- Activity Dashboard
- Activity Tracking
- Agile Methodologies
- Alerts/Escalation
- Alerts/Notifications
- Analytics
- Approval Process Control
- Approval Workflow
- Archiving & Retention
- Asset Lifecycle Management
- Asset Tracking
- Assignment Management
- Audit Management
- Audit Trail
- Automated Responses
- Automated Routing
- Automatic Call Distribution
- Autoresponders
- Availability Management
- Backlog Management
- Backup and Recovery
- Barcoding/RFID
- Batch Communications
- Blended Call Center
- Bug Tracking
- Bug/Issue Capture
- CMDB
- CRM
- Call Center Management
- Call Logging
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scripting
- Caller ID
- Campaign Management
- Canned Responses
- Capacity Management
- Case Management
- Catalog Management
- Change Management
- Chat/Messaging
- Churn Management
- Client Management
- Client Portal
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Communications Management
- Complaint Monitoring
- Compliance Management
- Compliance Tracking
- Computer Telephony Integration
- Configurable Workflow
- Configuration Management
- Contact Management
- Content Creation
- Content Management
- Contract Drafting
- Contract/License Management
- Corrective and Preventive Actions (CAPA)
- Cost Tracking
- Customer Complaint Tracking
- Customer Database
- Customer Engagement
- Customer Experience Management
- Customer History
- Customer Management
- Customer Portal
- Customer Segmentation
- Customer Service Analytics
- Customer Social Profiles
- Customer Support
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Import/Export
- Decision Support
- Discussions/Forums
- Document Management
- Document Storage
- Drag & Drop
- Email Alerts
- Email Management
- Email Templates
- Email Tracking
- Event Triggered Actions
- Feedback Management
- File Sharing
- Filtering
- For IT Project Management
- For Insurance Industry
- For Startups
- For iPad Devices
- Forms Management
- Full Text Search
- GPS
- Gamification
- Geotargeting
- Group Management
- Health Score
- Help Desk Management
- IT Asset Management
- IT Incident Management
- IT Reporting
- IVR
- Inbound Call Center
- Incident Management
- Interaction Tracking
- Interactive Content
- Inventory Management
- Investigation Management
- Issue Auditing
- Issue Management
- Issue Scheduling
- Issue Tracking
- Knowledge Base Management
- Knowledge Management
- Lead Management
- License Management
- Live Chat
- Location Tracking
- Macros/Templated Responses
- Maintenance Management
- Maintenance Scheduling
- Manual Dialer
- Mobile Access
- Mobile App
- Monitoring
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Channel Management
- Multi-Language
- Multiple Scripts
- Negative Feedback Management
- Network Monitoring
- Offline Form
- On Call Scheduling
- On-Demand Communications
- On-Demand Recording
- Onboarding
- Online Forums
- Outbound Call Center
- Patch Management
- Performance Metrics
- Personalization
- Phone Key Input
- Policy Management
- Predictive Analytics
- Predictive Dialer
- Prioritization
- Proactive Chat
- Problem Management
- Procurement Management
- Progressive Dialer
- Project Management
- Project Tracking
- Projections
- Quality Assurance
- Queue Management
- Real-Time Analytics
- Real-Time Chat
- Real-Time Data
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Reporting
- Real-Time Updates
- Real-time Consumer-facing Chat
- Recording
- Recurring Issues
- Release Management
- Remote Monitoring & Management
- Reporting & Statistics
- Reporting/Analytics
- Requisition Management
- Revenue Management
- Risk Assessment
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SMS Messaging
- SSL Security
- Safety Incident Management
- Sales Pipeline Management
- Scheduling
- Screen Sharing
- Search
- Search/Filter
- Self Service Portal
- Service Catalog
- Service Level Agreement (SLA) Management
- Service Reporting
- Single Sign On
- Social Media Integration
- Social Media Monitoring
- Status Tracking
- Supplier Management
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Task Management
- Team Collaboration
- Template Management
- Templates
- Text Analysis
- Text Editing
- Text to Speech
- Third-Party Integrations
- Ticket Management
- Time & Expense Tracking
- Transcripts/Chat History
- Transfers/Routing
- Trend Analysis
- Usage Tracking/Analytics
- Widgets
- Workflow Management
Integrations
- Total integrations209
- 123FormBuilder
- 3CLogic
- 8x8 Contact Center
- AWeber
- ActiveCampaign
- Adobe Commerce
- Agile CRM
- Aha!
- Aircall
- Akita
- Algolia
- Ameyo
- Asana
- Asset Panda
- Atlas CRM
- Autotask PSA
- Azuqua
- Balsamiq
- Beanstalk
- Bedrock Data
- Benchmark Email
- BigCommerce
- BigGantt
- BigPicture
- BigTime Enterprise PSA
- Bird
- Bitbucket
- Bloomfire
- Box
- Breeze
- Brushfire
- Calendly
- Callmaker
- Capsule
- ChargeDesk
- ChargeOver
- Chargebee
- ChartMogul
- CheckMarket
- Checklist for Jira
- Cirrus Insight
- ClicData
- ClickDesk
- ClickHelp
- Close
- CloudAgent
- Confluence
- Crisp
- Customer Thermometer
- Cyclr
- Cyfe
- Databox
- Device42, A Freshworks Company
- Dialpad Connect
- Didit
- Docusign
- Dropbox
- Drupal
- EZ Texting
- EZO EAM
- Easy Insight
- Elastic Enterprise Search
- Emma by Marigold
- Five9
- Flowlu
- Formstack Forms
- FreshBooks
- Freshdesk
- FullContact
- Gainsight CS
- Geckoboard
- Genesys Cloud CX
- GetResponse
- GitHub
- Gliffy
- Google Analytics 360
- HappyFox Chat
- Harvest
- Helpjuice
- Helpshift
- Hexnode UEM
- Higher Logic Thrive
- Higher Logic Vanilla
- Highrise
- Hippo Video
- Hootsuite
- HubSpot CRM
- HubSpot CRM Integration for Jira
- HubSpot Data Hub
- Hubstaff
- Humanity Schedule
- Igloo
- Inbenta
- Jenkins
- Jira
- Jitterbit
- Joomla
- Kayako
- Keap
- Kixie PowerCall & SMS
- Klaviyo
- Kommo
- Kudos
- Lessonly
- Lime Connect
- Litmos
- LiveChat
- Liveops
- LogMeIn Rescue
- LoginRadius
- Luciq
- ManageEngine ADManager Plus
- ManageEngine Endpoint Central
- MeisterTask
- Membrain
- Mermaid Chart
- Meta for Business
- Metric.ai
- Microsoft 365
- Microsoft 365 for Jira
- Microsoft Excel
- Microsoft Outlook
- Microsoft Power BI
- Microsoft Power BI Connector for Jira
- Microsoft SharePoint
- Microsoft Viva Engage
- Mixpanel
- Moxo
- MyFeelBack
- Nextiva
- NiCE CXone
- Nicereply
- OKR for Jira
- Okta
- Olark
- OneLogin
- OpsGenie
- OroCRM
- OutSystems
- PagerDuty
- PandaDoc
- Pendo
- Pipedrive
- Planview PPM Pro
- Playvox
- Plecto
- Podio
- PrestaShop
- ProProfs Knowledge Base
- Productboard
- QAlity Plus
- QuickBooks Online Advanced
- Quiq
- Redmine
- Rewind
- SAP Business One
- Sailthru
- SalesSeek
- Salesforce Sales Cloud
- ScreenConnect
- ScreenSteps
- ScriptRunner
- ScriptRunner for Jira
- Serviceware Knowledge
- Setmore
- Sharpen
- Shopify
- Skilljar Customer Education
- Skyvia
- Slack
- Slemma
- Smartling
- Smartlook
- Smartsheet
- SolarWinds Service Desk
- Solve CRM
- Spinify
- SpiraTeam
- Sprinklr Social
- Sprout Social
- SupportSync
- SurveyLab
- TMetric
- Talkdesk
- TeamViewer ONE
- Teamgate
- Teamwork.com
- Tempo Timesheets
- Time Doctor
- TimeCamp
- TimeLog
- Toggl
- Totango
- Tray.io
- Trello
- Truly
- Trustpilot
- Twilio
- Twilio Segment
- UpRaise
- UserVoice
- Userlane
- Usersnap
- ValueOps
- Velaro
- VeriShow
- Vidyard
- Vivocha
- WBS Gantt Chart for Jira
- WHMCS
- Wistia
- WooCommerce
- Woopra
- WordPress
- Workato
- WorkflowMAX
- Workplace from Meta
- XCALLY
- XTM Transifex
- Xray
- Yext
- Yodiz
- Yonyx
- Yotpo
- Zapier
- Zen Cart
- Zendesk Suite
- Zephyr Enterprise
- Zephyr Scale
- Zight
- Zingtree
- Zoho Analytics
- Zoho Assist
- Zoho Billing
- Zoho Books
- Zoho CRM
- Zoho Inventory
- Zoho Invoice
- Zoom Workplace
- draw.io
- elevio
- eyeson
- iorad
- kintone
- miniOrange
- monday AI Work Platform
- xMatters
- Total integrations56
- 123FormBuilder
- 3CLogic
- 8x8 Contact Center
- AWeber
- ActiveCampaign
- Adobe Commerce
- Agile CRM
- Aha!
- Aircall
- Akita
- Algolia
- Ameyo
- Asana
- Asset Panda
- Atlas CRM
- Autotask PSA
- Azuqua
- Balsamiq
- Beanstalk
- Bedrock Data
- Benchmark Email
- BigCommerce
- BigGantt
- BigPicture
- BigTime Enterprise PSA
- Bird
- Bitbucket
- Bloomfire
- Box
- Breeze
- Brushfire
- Calendly
- Callmaker
- Capsule
- ChargeDesk
- ChargeOver
- Chargebee
- ChartMogul
- CheckMarket
- Checklist for Jira
- Cirrus Insight
- ClicData
- ClickDesk
- ClickHelp
- Close
- CloudAgent
- Confluence
- Crisp
- Customer Thermometer
- Cyclr
- Cyfe
- Databox
- Device42, A Freshworks Company
- Dialpad Connect
- Didit
- Docusign
- Dropbox
- Drupal
- EZ Texting
- EZO EAM
- Easy Insight
- Elastic Enterprise Search
- Emma by Marigold
- Five9
- Flowlu
- Formstack Forms
- FreshBooks
- Freshdesk
- FullContact
- Gainsight CS
- Geckoboard
- Genesys Cloud CX
- GetResponse
- GitHub
- Gliffy
- Google Analytics 360
- HappyFox Chat
- Harvest
- Helpjuice
- Helpshift
- Hexnode UEM
- Higher Logic Thrive
- Higher Logic Vanilla
- Highrise
- Hippo Video
- Hootsuite
- HubSpot CRM
- HubSpot CRM Integration for Jira
- HubSpot Data Hub
- Hubstaff
- Humanity Schedule
- Igloo
- Inbenta
- Jenkins
- Jira
- Jitterbit
- Joomla
- Kayako
- Keap
- Kixie PowerCall & SMS
- Klaviyo
- Kommo
- Kudos
- Lessonly
- Lime Connect
- Litmos
- LiveChat
- Liveops
- LogMeIn Rescue
- LoginRadius
- Luciq
- ManageEngine ADManager Plus
- ManageEngine Endpoint Central
- MeisterTask
- Membrain
- Mermaid Chart
- Meta for Business
- Metric.ai
- Microsoft 365
- Microsoft 365 for Jira
- Microsoft Excel
- Microsoft Outlook
- Microsoft Power BI
- Microsoft Power BI Connector for Jira
- Microsoft SharePoint
- Microsoft Viva Engage
- Mixpanel
- Moxo
- MyFeelBack
- Nextiva
- NiCE CXone
- Nicereply
- OKR for Jira
- Okta
- Olark
- OneLogin
- OpsGenie
- OroCRM
- OutSystems
- PagerDuty
- PandaDoc
- Pendo
- Pipedrive
- Planview PPM Pro
- Playvox
- Plecto
- Podio
- PrestaShop
- ProProfs Knowledge Base
- Productboard
- QAlity Plus
- QuickBooks Online Advanced
- Quiq
- Redmine
- Rewind
- SAP Business One
- Sailthru
- SalesSeek
- Salesforce Sales Cloud
- ScreenConnect
- ScreenSteps
- ScriptRunner
- ScriptRunner for Jira
- Serviceware Knowledge
- Setmore
- Sharpen
- Shopify
- Skilljar Customer Education
- Skyvia
- Slack
- Slemma
- Smartling
- Smartlook
- Smartsheet
- SolarWinds Service Desk
- Solve CRM
- Spinify
- SpiraTeam
- Sprinklr Social
- Sprout Social
- SupportSync
- SurveyLab
- TMetric
- Talkdesk
- TeamViewer ONE
- Teamgate
- Teamwork.com
- Tempo Timesheets
- Time Doctor
- TimeCamp
- TimeLog
- Toggl
- Totango
- Tray.io
- Trello
- Truly
- Trustpilot
- Twilio
- Twilio Segment
- UpRaise
- UserVoice
- Userlane
- Usersnap
- ValueOps
- Velaro
- VeriShow
- Vidyard
- Vivocha
- WBS Gantt Chart for Jira
- WHMCS
- Wistia
- WooCommerce
- Woopra
- WordPress
- Workato
- WorkflowMAX
- Workplace from Meta
- XCALLY
- XTM Transifex
- Xray
- Yext
- Yodiz
- Yonyx
- Yotpo
- Zapier
- Zen Cart
- Zendesk Suite
- Zephyr Enterprise
- Zephyr Scale
- Zight
- Zingtree
- Zoho Analytics
- Zoho Assist
- Zoho Billing
- Zoho Books
- Zoho CRM
- Zoho Inventory
- Zoho Invoice
- Zoom Workplace
- draw.io
- elevio
- eyeson
- iorad
- kintone
- miniOrange
- monday AI Work Platform
- xMatters
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