Zendesk vs JIRA Software Comparison Chart

Summary
Pricing
Details
Top features
Typical customers
Support options
Mobile apps
Android
iPhone/iPad
User reviews
Value for money
Ease of use
Features
Customer support
Users recommended to a colleague
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Reviews

Anonymous
(Telecommunications company, 201-500 employees)

Jira Onpremise

2019-03-16

We use JIRA on-premise for development project management and software bug tracking. It has enabled our teams to quickly and effectively communicate and collaborate improving overall agile development success.

Pros

Simple, easy to extend, great workflows, good project dashboards

Cons

No out of the box integration with Zendesk, vTigerCRM, or migration tools

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Gordana Sretenovic

Not very user friendly

2019-02-13

Pros

It definitely does the job, can be integrated with zendesk

Cons

It is not very user friendly. It's hard to figure out where you're supposed to click

Rating breakdown

Ease of use
Features

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
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Glen Key

Is a good tool

2019-04-18

No product can do everything. Jira was a very nice option for doing many things well. We moved to another product but would have kept with Jira if we'd had a chance. The business made us switch.

Pros

Jira is easily configurable. We were able to build sprints/iterations and track user stories and bugs very easily.

Cons

This tool didn't have a lot of integration into other products, like ZenDesk, TestRail.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Other

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
JIRA Software Reviews
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Project & Issue Tracking Software - See why we're #1!
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Brad Estes

Great Issues tracking tool

2019-02-12

JIRA is a very easy to use solution for our ticket tracking and development efforts. Great at keeping those needed informed on any ticket updates. Highly recommended.

Pros

Ease of use Commenting on tickets Built-in workflow Integration with Zendesk

Cons

Sugar Integration is difficult SugarCRM data is minimum

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
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Nichole Galvan

Great way to organize projects and follow progress

2018-11-18

Pros

The easy of collaboration and the integration with Zendesk was a big win for us.

Cons

Can feel a bit clunky. Definitely geared towards developers and not as user friendly to some of the less tech members that have access.

Rating breakdown

Ease of use
Features

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
JIRA Software Reviews
JIRA Software
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Dillon Gove

JIRA!

2019-01-29

Pros

We love how well JIRA works for our team! JIRA integrates with our other third party services and our other teams really needed that for issue management.

Cons

The Zendesk integration is just alright.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Software Advice
Helpful?   Yes   No
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Anonymous
(Computer Software company, 10001+ employees)

Great software for Software development and Project Management

2018-11-23

Pros

1. User friendly 2. Ideal for tracking SDLC 3. Excellent project Management features like Sprint planning, retrospect etc. 4. Can be used for application support and bug fixing 5. Easy Single Sign On feature

Cons

Manual ticket creation unlike zendesk where ticket is created automatically 2.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

4/10
Source: Capterra
Helpful?   Yes   No
JIRA Software Reviews
JIRA Software
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Anonymous
(Computer Software company, 51-200 employees)

Jira - Could be better

2018-06-11

Pros

I love the fact that it integrates in with Zendesk, and I can connect and search merchant issues we're seeing within two different platforms.

Cons

Sometimes it's confusing when trying to search for known issues in Jira. They can get lost in the shuffle.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Yes   No
JIRA Software Reviews
JIRA Software
Project & Issue Tracking Software - See why we're #1!
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Anonymous
(Retail company, 51-200 employees)

JIRA is a good tool for Developer Project Management

2018-12-19

Overall, JIRA is fine. For non Dev teams, there are other, better tools out there.

Pros

- Integration with Zendesk to provide tagged data for issues. - Great for Dev Teams to track projects. - Lots of integrations with other software - Tons of customization for projects.

Cons

- Very difficult and complex to use. - UI is not very nice. - Often Loads slowly.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
JIRA Software Reviews
JIRA Software
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Nathan Fouarge

Great planning tool if you set it up correctly at the beginning.

2019-02-01

Pros

Integrations into other products, specifically Zendesk is good.

Cons

It is a little expensive. If you don't set things up right in the beginning you end up with a mess and have to basically blow everything away and start again.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
JIRA Software Reviews
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Santi Betancur

Excellent tool for SaaS product management

2018-10-05

JIRA has been a fantastic tool for us to utilize​ and organize our priorities within the development cycle. We can also split into different teams and see where everyone is at and make projections of different sprints based on the current workflow.

Pros

This software integrates seamlessly to Zendesk which we utilize for all support tickets.

Cons

Sometimes it is hard to get a hold of someone in support with JIRA. I am not sure if this is an Atlassian problem, but sometimes it can be difficult. There is also a help section which is a bit confusing because it takes you to all of the Atlassian products.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
JIRA Software Reviews
JIRA Software
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Anonymous
A verified reviewer

Zendesk replacement?

2018-06-13

Pros

As the future replacement for Zendesk, Jira has been interesting to use.

Cons

I wish it gave the me the same type of email notifications as Zendesk did. I'd like to know when there have been updates without having to check within the portal.

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
JIRA Software Reviews
JIRA Software
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Jessey Clarke

Squishing bugs

2018-06-14

Pros

My favorite feature is our integration of Jira into Zendesk for easy linking of bugs.

Cons

At times clicking through Jira can be annoying because its not as easy to browse through all our tickets, you must know what to look for. Clicking on bugs to open them sometimes makes it hard to get back to the overview

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
JIRA Software Reviews
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Jared DeLong

Increase Productivity and Better Manage Teams

2019-03-06

Jira has been a great resource for our team. It's maximized efficiency to allow us to serve more customers quicker.

Pros

It allows our support team to send in ticket requests via Zendesk to Jira for our engineers to add to the board and escalate based on prioritization.

Cons

Jira appears to be a bit complex to setup from the beginning, so perhaps some pre-made templates for popular processes would be helpful.

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
JIRA Software Reviews
JIRA Software
Project & Issue Tracking Software - See why we're #1!
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Anonymous
(Consumer Electronics company, 11-50 employees)

I'm not a developer, but my Customer Support team loves Jira

2018-10-24

Pros

I love the integrations I can set up to Zendesk. This allows my team to promote bugs and product issues to the development team quickly and with all of the context they need to fix the problem.

Cons

I didn't set it up, thankfully. Because I don't have any background in technical project management, I would have been lost on implementing the tool. Make sure someone who has a background in implementation methodology sets up Jira - You want this powerful tool working from day 1.

Rating breakdown

Ease of use
Features

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
JIRA Software Reviews
JIRA Software
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Anonymous
(Publishing company, 501-1000 employees)

Great for coordinating Agile work.

2018-05-15

Great for Agile development life cycle tracking.

Pros

Very powerful tool. Allows for multiple swim lanes for Scrum. Seems to be the best for doing Agile and for tracking the life cycle of software upgrades. It is very flexible and allows for customization based on business requirements. We continual tweaked our agile process, and this product allowed us to do so and try different settings. The notifications internally were great and being able to see where everyone is within their sprint is great.

Cons

Had to use another product (zendesk) for communication outside of development team.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Anonymous
(Information Technology and Services company, 51-200 employees)

Great tool to organize and sync teams

2018-10-09

Pros

Because you can integrate with other products, like Slack and Zendesk, it makes it easy to communicate information between teams.

Cons

Because it's so customizable, it can be a challenge from an admin perspective to customize it just how you like. It's fairly simple to use, but they change the appearance pretty frequently causing you to have to find the functions again each time they update the product.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
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Richard Staples

Great for large organizations, incredibly flexible, but not often difficult to use.

2018-01-16

The integrations with GitHub, Zendesk, and Power BI are incredibly valuable, and help automate much of our issue management.

Pros

It has very powerful integrations with tools like GitHub, ZenDesk, and Power BI, which helps automate issue tracking and provide organization-wide statistics and analysis.

Cons

Way too much overhead to actually get started. Jira is so flexible that you have to invest a lot of time to get it working the way you want. The layout of the interface isn't very intuitive and can take a lot of time to learn. They sacrifice usability for flexibility, which is a blessing and a curse. This tool is far too complex for a small company or team, although it may be a good choice if the company is growing quickly or manages very diverse teams.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
JIRA Software Reviews
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Brandon Brown

Integrations make life so easy

2015-04-14

I really like ability to integrate with ZenDesk and other hosted apps we use here.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
JIRA Software Reviews
JIRA Software
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George Markou

Amazing productivity tool

2019-01-06

Once we set it up correctly, we have been able to open up issues from our ticketing system (Zendesk), assign it to the relevant developers, QA team, etc, communicate through it during the entire process, monitor their progress and then review who did what and in how much time.

Pros

Clean UI Notifications work excellently Tons of functionality Integration with Zendesk is very useful

Cons

Setting up the whole process is relatively complex and time consuming, but that depends on each organization's process. It took us a while to get it right though and track our cycle efficiently and with the right permissions for everyone. Search is not great unless you actually use custom filters with boolean variables.

Rating breakdown

Value for money
Ease of use
Features

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
JIRA Software Reviews
JIRA Software
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Elli Lou Ilano

We used this specifically for tracking issues and bugs.

2018-06-23

Pros

The interface is intuitive and simple which makes collaboration between our team effective. It gives instant notifications on topics and issues that I am interested with, and I am able to attach important documents, share ideas and communicate.

Cons

Would be nice if they can make integration with Zendesk and Sharepoint easier.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Source: Capterra
Helpful?   Yes   No
JIRA Software Reviews
JIRA Software
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Nathan Page

Jira makes collaboration efforts between client success and dev teams easy.

2018-11-01

As someone using Jira from the Customer Success perspective, I loved the workflow, communication, ticket creation, and notification functions. I always feel like I know where my tickets stand, what our team is doing to solve them, and what I should communicate to our customers, and all of that is because of the clean UX of Jira.

Pros

The integration with Zendesk is legitimately a game changer for our company.

Cons

I think I would really have to reach in order to find any gripes.

Rating breakdown

Ease of use
Features

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
JIRA Software Reviews
JIRA Software
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Brandon Brown

Verified Reviewer

Integrations Help a ton

2015-04-14

I really like ability to integrate with ZenDesk and other hosted apps we use here.

Pros

Great UI Configuration Visual Task Board

Cons

Summary of requirements can get buried under other fields A lot of cool integrations require the local version, but many work with hosted as well.

Source: GetApp
Helpful?   Yes   No
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Anonymous
( company, 1001-5000 employees)

Good for software development management

2018-07-04

- Development management tool that works with engineers & QA - Visibility of development progress

Pros

- can manage multiple projects (and connect between projects) - can define workflow and rules - provides various fields for task (can be customised too) - can be integrated to other tools such as Bitbucket, Sentry, Zendesk - opens for third party integration for automation such as Trello, Zapier - can create epic / tasks grouping - many more..

Cons

It is a challenge to understand how to use JIRA optimally since it has complex and many features. Luckily there are lots of forum where I can ask around if I need to configure something I don't understand how yet.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
JIRA Software Reviews
JIRA Software
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