Compare Jira and Zendesk for Customer Service 
At a Glance
Market Segments
Mid-Market (43.6% 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
(7,571)4.3 out of 5
Market Segments
Mid-Market (43.6% of reviews)
Pros & Cons
Entry-Level Pricing
Free 10 Users Per Month
Free Trial is available
Browse all 4 pricing plansZendesk for Customer Service
Star Rating
(6,786)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 plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Zendesk for Customer Service excels in user-friendliness, with many users highlighting its intuitive interface and clear guidelines. One user mentioned that it has "completely transformed how I handle customer support," making it easier to manage multiple communication channels in one place.
- Users say that Jira stands out for its robust visibility into project management, particularly for development teams. Reviewers appreciate features like custom workflows and agile boards, which help in organizing tasks and tracking progress effectively, making it easier to manage sprints and releases.
- According to verified reviews, Zendesk for Customer Service is praised for its seamless integration with other tools, such as Chargebee, allowing users to access customer information effortlessly. This integration capability is a significant advantage for those looking to streamline their customer support processes.
- Reviewers mention that while Jira offers excellent task management features, some users find it less intuitive than Zendesk. The complexity of setting up custom workflows can be a hurdle for new users, which may lead to a steeper learning curve compared to Zendesk's straightforward setup.
- G2 reviewers highlight that both products provide solid support, but Zendesk for Customer Service receives slightly higher marks for its quality of support. Users appreciate the responsive assistance they receive, which enhances their overall experience with the platform.
- Users note that while Zendesk is particularly strong in customer service applications, Jira's strengths lie in software development and project management. This specialization makes Jira a preferred choice for teams focused on agile methodologies, while Zendesk is favored by those prioritizing customer interaction and support.
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
6,157
8.6
5,169
Ease of Use
8.1
6,241
8.6
5,269
Ease of Setup
8.0
2,444
8.0
3,236
Ease of Admin
7.6
1,562
8.2
3,105
Quality of Support
8.3
4,835
8.4
4,898
Has the product been a good partner in doing business?
8.6
1,424
8.4
3,029
Product Direction (% positive)
8.4
5,976
8.0
4,824
Features by Category
Ticket and Case Management
Not enough data
8.8
2577
|
Verified
Not enough data
8.7
2603
|
Verified
Not enough data
8.5
2530
|
Verified
Not enough data
8.4
2364
|
Verified
Not enough data
8.2
1930
|
Verified
Not enough data
8.4
2407
|
Verified
Not enough data
8.6
2406
|
Verified
Not enough data
8.3
1862
|
Verified
Generative AI
Not enough data
7.6
386
Not enough data
7.6
385
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
2066
|
Verified
Not enough data
8.8
2327
|
Verified
Not enough data
8.4
1744
|
Verified
Not enough data
8.0
1435
|
Verified
Not enough data
8.0
1322
|
Verified
Platform
Not enough data
7.7
1390
|
Verified
Not enough data
8.0
1781
|
Verified
Not enough data
8.3
1956
|
Verified
Not enough data
8.2
1761
|
Verified
Not enough data
7.9
2364
|
Verified
Not enough data
8.0
2416
|
Verified
Tasks
9.3
671
Not enough data
9.0
626
Not enough data
9.1
649
Not enough data
8.8
616
Not enough data
8.5
580
Not enough data
8.2
577
Not enough data
8.5
596
Not enough data
8.5
524
Not enough data
Projects
9.0
611
Not enough data
8.7
560
Not enough data
8.2
542
Not enough data
8.5
551
Not enough data
8.6
565
Not enough data
7.8
486
Not enough data
9.2
602
Not enough data
8.3
541
Not enough data
8.1
474
Not enough data
8.1
495
Not enough data
8.7
557
Not enough data
Resource Management
8.3
517
Not enough data
8.4
541
Not enough data
8.5
524
Not enough data
Project Monitoring
8.4
515
Not enough data
8.4
524
Not enough data
8.8
577
Not enough data
Generative AI
7.4
452
Not enough data
7.5
450
Not enough data
Agentic AI - Project Management
7.4
317
Not enough data
7.7
316
Not enough data
7.9
342
Not enough data
7.7
315
Not enough data
7.6
319
Not enough data
7.4
315
Not enough data
7.9
327
Not enough data
Usability
Not enough data
8.3
665
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
177
Not enough data
7.2
176
Bug Reporting
8.8
1800
Not enough data
8.8
1754
Not enough data
8.9
1840
Not enough data
Bug Monitoring
8.6
1747
Not enough data
8.9
1859
Not enough data
8.8
1726
Not enough data
Agentic AI - Bug Tracking
7.7
264
Not enough data
7.8
265
Not enough data
7.6
265
Not enough data
Responses
9.5
39
8.2
62
9.4
39
8.6
69
9.4
39
8.2
68
Automation - AI Agents
9.0
38
7.4
25
9.1
37
7.7
25
9.0
38
7.5
25
9.4
38
7.5
25
9.4
38
7.8
25
Platform
9.4
39
8.2
67
9.5
43
8.2
65
9.3
40
8.4
62
Autonomy - AI Agents
9.0
38
7.8
24
9.2
38
7.4
25
9.3
38
7.4
26
9.1
38
7.5
26
Generative AI
9.2
42
7.6
31
9.2
39
8.1
30
Responses
Not enough data
8.1
466
Not enough data
8.1
464
Not enough data
8.3
447
Not enough data
8.1
446
Not enough data
8.1
355
Platform
Not enough data
8.6
470
Not enough data
8.3
469
Not enough data
8.3
463
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
112
Not enough data
8.2
111
Conversational Platform
Not enough data
8.1
860
Not enough data
8.3
716
Not enough data
8.2
683
Not enough data
8.2
748
Support Automation
Not enough data
8.1
713
Not enough data
8.3
756
Not enough data
8.4
714
Not enough data
8.1
788
Generative AI
Not enough data
7.8
203
Not enough data
7.8
202
Messaging Channels
Not enough data
7.6
78
Not enough data
9.0
170
Not enough data
8.3
94
Not enough data
8.5
101
Administration
Not enough data
8.2
108
Not enough data
8.9
156
Not enough data
8.3
111
Not enough data
8.4
144
Customer Support
Not enough data
8.1
83
Not enough data
7.6
77
Not enough data
8.1
85
Automation
Not enough data
8.1
85
Not enough data
8.2
83
Not enough data
8.1
83
Artificial Intelligence
Not enough data
7.8
82
Not enough data
7.7
81
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
948
|
Verified
Not enough data
8.4
962
|
Verified
Not enough data
8.1
719
Not enough data
8.5
735
|
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
825
|
Verified
Not enough data
8.3
845
|
Verified
Generative AI
Not enough data
Feature Not Available
Self-Service Experience
Not enough data
8.5
1510
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
845
Not enough data
7.7
664
Not enough data
8.2
811
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
7.5(won by default)
78
Not enough data
7.5(won by default)
79
Process
Not enough data
8.4(won by default)
564
Not enough data
9.1(won by default)
744
Not enough data
8.8(won by default)
693
Channels
Not enough data
9.0(won by default)
743
Not enough data
8.4(won by default)
587
Not enough data
8.7(won by default)
566
Not enough data
8.2(won by default)
487
Not enough data
8.3(won by default)
422
Insight
Not enough data
8.1(won by default)
540
Not enough data
8.3(won by default)
648
Not enough data
8.5(won by default)
563
Not enough data
8.7(won by default)
667
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
2705
Not enough data
8.2
2557
Not enough data
8.2
2463
Not enough data
Planning
8.7
3182
Not enough data
8.8
3286
Not enough data
8.8
3052
Not enough data
8.7
3210
Not enough data
8.3
2686
Not enough data
Workflow Management
8.6
3053
Not enough data
8.9
3443
Not enough data
7.9
2297
Not enough data
8.4
2529
Not enough data
Customer Query Resolution - AI Customer Support Agents
Not enough data
8.4
72
Not enough data
8.1
71
Not enough data
8.2
70
Not enough data
8.3
70
Not enough data
8.3
69
Customer Interaction Automation - AI Customer Support Agents
Not enough data
8.2
70
Not enough data
8.4
71
Not enough data
8.3
71
Not enough data
8.5
70
Automation
Not enough data
8.7
73
Not enough data
8.6
71
Not enough data
7.9
69
Autonomy
Not enough data
8.1
69
Not enough data
8.4
68
Not enough data
8.4
70
Not enough data
8.3
71
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
8.9
11
Not enough data
9.6
8
Not enough data
9.5
10
Not enough data
8.7
9
Not enough data
8.9
6
Not enough data
9.2
8
Not enough data
8.5
9
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 Workforce Management, Conversational Commerce Platforms, Help Desk, Live Chat, Chatbots, Shared Inbox, AI Customer Support Agents, Conversational Support, Complaint Management, Customer Self-Service, Customer Service Automation, Digital Customer Service Platforms, Social Customer Service, and Proactive Notification
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
Information Technology and Services
23.9%
Computer Software
23.6%
Financial Services
4.6%
Internet
4.2%
Marketing and Advertising
4.1%
Other
39.7%
Computer Software
14.1%
Information Technology and Services
12.7%
Financial Services
5.8%
Retail
5.0%
Consumer Services
4.4%
Other
57.9%
Discussions
Is Jira a good tool?
12 Comments
MP
Yes, It's very useful, Just start on it and give some time on that.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?
8 Comments
VC
help teams plan sprints, manage backlogsRead 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
AG
Zendesk Support Suite offers a free 14 - day trial.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
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