Zoho Desk vs JIRA Service Management

monday.com

Zendesk Suite

Freshdesk

ServiceNow

ManageEngine ServiceDesk Plus

HubSpot Service Hub

Still evaluating but over all very impressed.

We have used Zoho for our company's customer experience department for several years. We have all around been satisfied with our experience in the past. Most recently, we have had an issue with messages failing to send, and Zoho's customer support has, unfortunately, not been as helpful as we would have hoped with this situation. 

Long Term User

account management.
service request management
reporting
team accountability

Easy to use but visibility of menus and options is not so great.

The new zoho desk brings together all the benefits that enables a fully functional service desk!

Simplified and indepth solution for team handling, performance monitoring, business management, account management, training, website management rather I would say its an universal business tool for business - customer service and service management 

In simple words I would rather call it as a legendary advancement in service industry and business 

Experience an automated support, self-service management and professional customization.

Creates an organized and collaborative teams for easy ticket resolution

Comprehensive Features

Working business workflow on Zoho Desk

I just started to use the ZOHO

Zoho Desk is helpful for customer service which working as SPOC. It's can apply some process about request & incident management. That will be greater if Zoho Desk have funtion control about Change & Problem Management.

We were having a hard time managing customer service and support because customers could contact us through multiple channels and we didn't see how they were interacting with us. We were able to address these issues and streamline our customer support processes with the assistance of Zoho Desk.The capacity of Zoho Desk to incorporate multiple customer service channels into a single platform is one of its primary advantages. We can manage support tickets, phone calls, emails, messages on social media, and more with Zoho Desk. We can also manage our support operations more effectively with the help of a wide range of features and tools offered by Zoho Desk. We can use analytics and reporting tools to gain insight into our customer support performance, automate routine tasks, and create custom workflows.In general, Zoho Desk has assisted us in raising customer satisfaction, strengthening our relationships with them, and raising the standard of our customer support and service. 

Boost Your Customer Satisfaction Levels with Zoho Desk

Better Customer Service

Accurate Performance Monitoring of Support Team

Best Customer Support & Ticket Management Tool

I have checked and also used many of ticketing and help desk software.  none of them good enough especially complete solutions. ticketing, chatting, task management, community and knowledge base applications are great, easy to use and  full-customizable. 

the best help desk environment

Efficient, Ease of access, Reliable

Very good software

Excellent management tool and is efficient and convenient

Good value

It's a great tool to quickly manage customer requests.

Setting up and getting going with Zoho Desk was easy, and the software appears flexible.

Our ticketing system got streamlined. The escalation handling was improved leaps and bounds.

Excellent Product. value for money. The product even the free version help the start ups a long way.

Good trial so far, like the feature set and interface

Zoho 

Powerful tool with a wide level of customizations

Easy to use

Customers are important to companies, so this tool allows customers to respond more quickly   

More specific attentions 

Functional, easy to use, and effective for our ITSM processes

Great if you use Jira

JIRA Service Desk helped us create a marketing service desk in just 2 months. 
We can now create campaigns and marketing reports in record time freeing us up to do more projects.

Surprising Twist: JIRA A Marketing Automation Assistant

Customization, integrations, workflows, SLAs

Highly customizable and integrates well with the Atlassian ecosystem

Customer Portal, Automation Rules, Powerful SLAs, and Queues.

JIRA Service Desk makes life simple for IT and Helpdesk group.

Jira service desk has been a great way for us to intake work from our customers.

The Jira Service Desk is a good tool that integrates well with Confluence.

Solid tool for IT Service Desk

We are using JIRA service desk to disconnect the business departments from the detail of the IT department. Tickets are logged and then broken down and assigned into the IT team to be completed. Business users have a single interface to work with that is simple and only shows them the information that they need.

Great software with an unfair pricing model

Clean, easy to use, love having it close to other JIRA projects

Good software but improvement is required

Jira Service Desk , full integration

Help desk fácil y rápido 

Quick and easy help desk

Awesome, not only Tech teams are using it.

Have been using this for ticket management, then switched to SNOW

Client's problem solving, service desk functionality usage, see who are ticket solvers, who does more work etc

Best service desk tool in market

In general it is very good to have an overview of the help desk and the requirements

Very good tool to manage Marketing requests

We've grown to depend on Jira Service Desk and it's been a valued part of our business.

A great service desk option that plays well with a lot of other tools

ticket escalation and resolution with transparency

Great enterprise solution for larger organizations

Over all, I would still recommend this tool to anyone or company with IT management handles for its efficiency.

Recommended for IT related Helpdesk!

Handling of issues
Visibility of issues
Service Desk reporting
Change Request management and identifying the priorities in developments

Visibility made easy :-)

JIRA Service Desk is the tool that improve our service desk management base on priorities, queues and SLA times, the tool it is being used not only for IT Team another company's department request the tool in order to manage the services base on the same concepts

Improve Service Desk attention

I am really satisfied with Jira Service desk, now my customer incidents are in order and easy to track. 

Straight-forward customer incident software

JIRA Service Desk is not a Help Desk tool, it's much more

Brings your servicedesk to a new level

Compare Zoho Desk and JIRA Service Management based on features, pricing, verified reviews, integrations & more on GetApp. Find out which software is best for your business in 2025.

Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success, and keeps your business in sync. Reach customers on any channel and equip your agents with a full history of all interactions, including those tracked from various app integrations.

Freshdesk is a cloud-based, omnichannel customer service software for businesses of all sizes, with solutions that increase agent productivity and improve customer satisfaction.

HubSpot Service Hub is a cloud-based customer service platform, which aims to simplify processes for managing customer queries & improving client engagement. It allows users to connect with customers via live chat, one-to-one customer communication, conversational bots, and more.

Zoho Desk, Zoho's flagship web-based customer service software, helps businesses of all sizes and types deliver superior customer service without spending a fortune.

@mentions

Access Controls/Permissions

Account Management

Activity Dashboard

Activity Tracking

Alerts/Escalation

Alerts/Notifications

Assignment Management

Audit Trail

Automated Routing

Automatic Call Distribution

Autoresponders

Batch Communications

Billing & Invoicing

Call Center Management

Call Logging

Call Monitoring

Call Recording

Call Reporting

Call Routing

Call Scripting

Call Tracking

Call Transfer

Callback Scheduling

Canned Responses

Case Management

Catalog Management

Chat/Messaging

Chatbot

Churn Management

Client Portal

Collaboration Tools

Communication Management

Computer Telephony Integration

Configurable Workflow

Contact Database

Content Management

Customer Communication

Customer Complaint Tracking

Customer Database

Customer Engagement

Customer Experience Management

Customer History

Customer Management

Customer Segmentation

Customer Service Analytics

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

Event Triggered Actions

Feedback Management

File Sharing

For Insurance Industry

Forms Management

Full Text Search

Gamification

Help Desk Management

Inbound Call Center

Inbox Management

Interaction Tracking

Interactive Content

Issue Management

Issue Scheduling

Issue Tracking

Knowledge Base Management

Knowledge Management

Lead Management

Live Chat

Macros/Templated Responses

Manual Dialer

Mobile Access

Monitoring

Multi-Channel Communication

Multi-Channel Data Collection

Multi-Channel Management

Multi-Language

Multiple User Accounts

Negative Feedback Management

Offline Form

On-Demand Communications

Onboarding

Online Forums

Outbound Call Center

Performance Management

Performance Metrics

Zoho Desk

Android

Web-based

Windows

iPad

iPhone

Business Manager

Previous to using Zoho, we were managing all our CS in our email inbox. Items were getting lost or forgotten about and it was driving me crazy.

Manager

Zoho Desk is a great addition to the Zoho Suite of products. We appreciate the great value offers in the entire suite.

Customer Service Representative

You can customize anything you would like to match your platform's needs. It follows all relevant customer behavior ,prior to interactions , and it helps us anticipate their needs better.

Director of Marketing

I like that this helpdesk solution is flexible enough to allow for various usage - in my case we used it to field digital marketing and creative requests.

Infraestructure Engineer

It is very practical to use, friendly and super complete the tool, to be able to control the tickets in detail.

Zoho Desk vs JIRA Service Management Comparison (2025)

Zoho Desk

JIRA Service Management

Overview

Video & Screenshots

Pricing

User reviews

Key features

Integrations

Alternatives