Compare Jira and Zendesk for Customer Service
At a Glance
Market Segments
Mid-Market (43.9% of reviews)
Mid-Market (45.6% of reviews)
Entry-Level Pricing
Free 10 Users Per Month
$19.00 1 user per month billed annually
Jira
Star Rating
(7,766)4.3 out of 5
Market Segments
Mid-Market (43.9% of reviews)
Pros & Cons
Entry-Level Pricing
Free 10 Users Per Month
Free Trial is available
Browse all 4 pricing plans
Zendesk for Customer Service
Star Rating
(6,838)4.3 out of 5
Market Segments
Mid-Market (45.6% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 user per month billed annually
Free Trial is available
Browse all 7 pricing plans
Summary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Zendesk for Customer Service excels in providing a user-friendly interface, with many users appreciating its minimalist design. This makes it easier for teams to manage customer queries efficiently, as all tickets and emails are streamlined in one place.
- Users say that Jira stands out for its robust task organization capabilities, allowing teams to customize workflows effectively. Reviewers highlight its effectiveness in tracking bugs and managing tasks through various stages, which is particularly beneficial for software development teams.
- According to verified reviews, Zendesk for Customer Service is praised for its generative AI features, which help users create multi-level responses based on customer inquiries. This functionality enhances the overall customer experience by enabling faster and more efficient responses.
- Reviewers mention that while both products have similar ease of setup ratings, Jira's flexibility in adapting to different project management methodologies, such as Kanban and sprints, gives it an edge for teams focused on agile development.
- G2 reviewers highlight that Zendesk for Customer Service provides a centralized platform that simplifies customer support operations, making it a valuable tool for businesses looking to improve their customer service efficiency.
- Users report that Jira's ability to move tasks seamlessly through different stages of development is a significant advantage, allowing teams to easily identify which bugs are ready for testing or fixing, thus streamlining the development process.
Pricing
Entry-Level Pricing
Jira
Free
Free
10 Users Per Month
Free forever for 10 users
- Unlimited goals, projects, tasks, and forms
- Backlog, list, board, timeline, calendar, and summary views
- Reports and dashboards
Zendesk for Customer Service
Support Only (Team)
$19.00
1 user per month billed annually
Integrated customer support
- Email & social media
- Web widget & mobile SDK
- Pre-defined business rules
Free Trial
Jira
Free Trial is available
Zendesk for Customer Service
Free Trial is available
Ratings
Meets Requirements
8.9
6,300
8.6
5,201
Ease of Use
8.1
6,388
8.6
5,312
Ease of Setup
8.0
2,574
8.0
3,265
Ease of Admin
7.7
1,691
8.2
3,133
Quality of Support
8.3
4,945
8.4
4,938
Has the product been a good partner in doing business?
8.6
1,554
8.4
3,057
Product Direction (% positive)
8.4
6,091
8.0
4,852
Features by Category
Ticket and Case Management
Not enough data
8.8
2586
|
Verified
Not enough data
8.7
2619
|
Verified
Not enough data
8.5
2547
|
Verified
Not enough data
8.4
2374
|
Verified
Not enough data
8.2
1934
|
Verified
Not enough data
8.4
2409
|
Verified
Not enough data
8.6
2412
|
Verified
Not enough data
8.3
1868
|
Verified
Generative AI
Not enough data
7.6
388
Not enough data
7.6
386
Agentic AI - Help Desk
Not enough data
7.8
246
Not enough data
7.9
244
Not enough data
8.0
246
Communication Channels
Not enough data
8.5
2069
|
Verified
Not enough data
8.8
2339
|
Verified
Not enough data
8.4
1752
|
Verified
Not enough data
8.0
1436
|
Verified
Not enough data
8.0
1329
|
Verified
Platform
Not enough data
7.7
1391
|
Verified
Not enough data
8.0
1781
|
Verified
Not enough data
8.3
1957
|
Verified
Not enough data
8.2
1768
|
Verified
Not enough data
7.9
2371
|
Verified
Not enough data
8.0
2420
|
Verified
Tasks
9.3
695
Not enough data
9.0
635
Not enough data
9.1
663
Not enough data
8.8
613
Not enough data
8.5
575
Not enough data
8.2
559
Not enough data
8.5
586
Not enough data
8.4
508
Not enough data
Projects
9.0
608
Not enough data
8.7
552
Not enough data
8.2
527
Not enough data
8.4
537
Not enough data
8.6
552
Not enough data
7.7
470
Not enough data
9.3
609
Not enough data
8.3
523
Not enough data
8.0
458
Not enough data
8.1
483
Not enough data
8.6
547
Not enough data
Resource Management
8.3
500
Not enough data
8.3
525
Not enough data
8.4
511
Not enough data
Project Monitoring
8.4
499
Not enough data
8.4
510
Not enough data
8.8
572
Not enough data
Generative AI
7.4
438
Not enough data
7.5
437
Not enough data
Agentic AI - Project Management
7.4
305
Not enough data
7.7
304
Not enough data
7.9
335
Not enough data
7.6
303
Not enough data
7.6
307
Not enough data
7.4
303
Not enough data
7.9
316
Not enough data
Usability
Not enough data
8.3
664
Not enough data
8.3
661
Not enough data
8.4
634
Reporting
Not enough data
8.3
587
Not enough data
7.9
562
Not enough data
8.2
643
Generative AI
Not enough data
7.3
176
Not enough data
7.2
175
Bug Reporting
8.8
1779
Not enough data
8.8
1731
Not enough data
8.9
1823
Not enough data
Bug Monitoring
8.6
1724
Not enough data
8.9
1841
Not enough data
8.8
1703
Not enough data
Agentic AI - Bug Tracking
7.6
251
Not enough data
7.7
254
Not enough data
7.6
253
Not enough data
Responses
9.6
35
8.2
62
9.4
35
8.6
69
9.4
35
8.2
68
Automation - AI Agents
8.9
34
7.4
25
9.1
33
7.7
25
9.0
34
7.5
25
9.4
35
7.5
25
9.4
35
7.8
25
Platform
9.4
35
8.2
67
9.5
40
8.2
65
9.4
36
8.4
62
Autonomy - AI Agents
9.1
34
7.8
24
9.2
34
7.4
25
9.2
34
7.4
26
9.1
34
7.5
26
Generative AI
9.2
38
7.6
31
9.2
35
8.1
30
Responses
Not enough data
8.1
466
Not enough data
8.1
464
Not enough data
8.3
446
Not enough data
8.1
445
Not enough data
8.1
354
Platform
Not enough data
8.6
470
Not enough data
8.3
469
Not enough data
8.3
462
Not enough data
8.2
465
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.4
454
Generative AI
Not enough data
8.1
111
Not enough data
8.2
110
Conversational Platform
Not enough data
8.1
861
Not enough data
8.3
716
Not enough data
8.2
682
Not enough data
8.2
748
Support Automation
Not enough data
8.1
712
Not enough data
8.3
757
Not enough data
8.4
716
Not enough data
8.1
787
Generative AI
Not enough data
7.8
203
Not enough data
7.8
202
Messaging Channels
Not enough data
7.6
77
Not enough data
9.0
170
Not enough data
8.3
93
Not enough data
8.5
101
Administration
Not enough data
8.2
107
Not enough data
8.9
155
Not enough data
8.2
110
Not enough data
8.4
143
Customer Support
Not enough data
8.1
84
Not enough data
7.5
76
Not enough data
8.1
85
Automation
Not enough data
8.1
85
Not enough data
8.2
83
Not enough data
8.0
82
Artificial Intelligence
Not enough data
7.8
81
Not enough data
7.6
80
Not enough data
7.7
84
Generative AI
Not enough data
Feature Not Available
Not enough data
7.9
206
Not enough data
Feature Not Available
Communication
Not enough data
8.6
949
|
Verified
Not enough data
8.5
964
|
Verified
Not enough data
8.1
719
Not enough data
8.5
736
|
Verified
Not enough data
8.0
520
Internal Use
Not enough data
8.0
1781
|
Verified
Not enough data
8.5
847
|
Verified
Not enough data
8.1
649
Not enough data
8.5
897
Not enough data
8.6
826
|
Verified
Not enough data
8.3
847
|
Verified
Generative AI
Not enough data
Feature Not Available
Self-Service Experience
Not enough data
8.5
1512
Not enough data
8.5
1441
Not enough data
8.0
1024
Not enough data
7.7
647
Not enough data
8.0
779
Self-Service Platform
Not enough data
8.2
829
Not enough data
8.2
846
Not enough data
7.7
665
Not enough data
8.2
813
Agentic AI - Customer Self-Service
Not enough data
8.3
63
Not enough data
8.3
63
Not enough data
8.2
65
Not enough data
8.7
63
Not enough data
8.6
61
Not enough data
8.2
63
Not enough data
8.1
63
Generative AI
Not enough data
7.4(won by default)
77
Not enough data
7.5(won by default)
78
Process
Not enough data
8.4(won by default)
563
Not enough data
9.1(won by default)
743
Not enough data
8.8(won by default)
692
Channels
Not enough data
9.0(won by default)
742
Not enough data
8.4(won by default)
586
Not enough data
8.7(won by default)
565
Not enough data
8.2(won by default)
486
Not enough data
8.3(won by default)
421
Insight
Not enough data
8.1(won by default)
539
Not enough data
8.3(won by default)
647
Not enough data
8.5(won by default)
562
Not enough data
8.7(won by default)
666
Generative AI
Not enough data
7.8
67
Not enough data
7.7
66
Conversational AI - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform integration - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Analytics and Reporting - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Communication
8.4
2682
Not enough data
8.2
2534
Not enough data
8.1
2435
Not enough data
Planning
8.7
3164
Not enough data
8.8
3285
Not enough data
8.8
3073
Not enough data
8.7
3260
Not enough data
8.3
2661
Not enough data
Workflow Management
8.6
3031
Not enough data
8.9
3518
Not enough data
7.9
2266
Not enough data
8.4
2504
Not enough data
Customer Query Resolution - AI Customer Support Agents
Not enough data
8.4
71
Not enough data
8.1
70
Not enough data
8.2
69
Not enough data
8.3
69
Not enough data
8.2
68
Customer Interaction Automation - AI Customer Support Agents
Not enough data
8.2
69
Not enough data
8.4
70
Not enough data
8.3
70
Not enough data
8.5
69
Automation
Not enough data
8.7
72
Not enough data
8.6
70
Not enough data
7.9
68
Autonomy
Not enough data
8.1
68
Not enough data
8.4
67
Not enough data
8.3
69
Not enough data
8.3
70
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Platform
Not enough data
9.4
11
Not enough data
9.0
12
Not enough data
9.6
8
Not enough data
9.5
10
Not enough data
8.7
9
Not enough data
9.0
7
Not enough data
9.2
8
Not enough data
8.7
10
Workforce Management Platform Features
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Jira and Zendesk for Customer Service are categorized as AI Agents For Business Operations
Unique Categories
Zendesk for Customer Service is categorized as AI Customer Support Agents, Help Desk, Customer Service Automation, Conversational Support, Workforce Management, Live Chat, Chatbots, Complaint Management, Customer Self-Service, Conversational Commerce Platforms, Digital Customer Service Platforms, Social Customer Service, Proactive Notification, and Shared Inbox
Reviews
Reviewers' Company Size
Jira
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zendesk for Customer Service
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Computer Software
23.7%
Information Technology and Services
23.6%
Financial Services
4.8%
Marketing and Advertising
4.2%
Internet
4.1%
Other
39.7%
Computer Software
14.2%
Information Technology and Services
12.7%
Financial Services
5.8%
Retail
4.9%
Consumer Services
4.4%
Other
57.9%
Discussions
Is Jira a good tool?
12 Comments
MN
Yes, it is. It's good for having an area to house all tasks required for a scope of work. Read more
What are the features of JIRA?
11 Comments
CS
Allows you to setup your project as your team/company flows thru the agile process. You can see what is next in the sprint, where others are, enter your...Read more
How is Jira transforming project management practices in agile software development teams?
9 Comments
SN
With jira we were able to streamline team collaboration by showing the actual status of all the team effort in jira timeline while we conduct Scrum...Read more
Is zendesk any good?
8 Comments
AM
For support teams, Zendesk Support is fantastic and will do everything you want it to do. Zendesk Support can not be easily adapted for use with other...Read more
Is there a free version of Zendesk?
7 Comments
JC
There is not a free version of Zendesk, but there are multiple pricing options depending on the size of your organization/agents. Read more
How is Zendesk Support Suite transforming the customer service experience in various industries?
6 Comments
OE
I am thrilled by how Zendesk Support Suite is transforming customer service across industries with its seamless omnichannel integration and AI-driven...Read more
