Zendesk vs Jira Features: Choose the Right Help Desk Tool

Zendesk vs Jira Features: Choose the Right Help Desk Tool

In the fast-paced business world, it’s easy for communications to get lost or misinterpreted. This is dangerous, especially for a business, because it means that customer complaints could unwittingly be overlooked.

An online help desk helps you to keep track of customer issues and vital information so you don’t overlook any detail. We will be comparing two help desk tools: Zendesk and Jira so you can choose the right solution for your business.

Overview: Zendesk vs Jira Features

Zendesk is a customer support software designed to enhance customer service, track customer information and help businesses automate customer support for increased productivity.

Jira is an IT service management (ITSM) tool that empowers teams to deliver a seamless, coordinated customer experience. Jira helps IT-focused teams to manage the end-to-end delivery of their services to customers. This includes all the processes and activities involved in designing, creating, and delivering support IT services.

Zendesk vs Jira Features: User Interface

Zendesk is a powerful tool with lots of customization options; it’s designed to meet the needs of your organization, no matter how niche or large.

Zendesk Homepage
Source: Zendesk

However, this means that the platform’s interface is not very user-friendly, especially for new users. For instance, to access the various tools Zendesk offers, you have to open multiple tabs and this can be a time-consuming process.

Jira’s interface fares a little better than Zendesk and new users can easily locate the main features and functionalities. Compared to Zendesk, Jira’s learning curve is not as steep and agents spend less time navigating the platform’s features.

READ MORE: Zendesk vs Salesforce Features and Pricing Review


Zendesk vs Jira Features: Ticket Management

One of Zendesk’s most popular features is its ticket management; it offers a multi-channel ticketing system. This feature allows businesses to convert emails, live chats, social media messages, and voice chats into tickets. As a bonus, customers also get an automatic notification that their issue has been logged.

Jira offers the same service through third-party app integration. Jira also offers more customization for request forms, so companies can create forms for different customer segments.

Which Software Is More Affordable: Zendesk or Jira?

Both platforms allow prospective users to try out free trials before committing to a plan subscription. However, only Jira currently offers a free version.

Jira’s free version provides basic help desk functionalities and may be adequate for entrepreneurs and small businesses.

Jira software pricing and plans page
Source: Jira

Only 10 users can use the free plan, it comes with 2GB of storage space. The free plan also comes with basic reporting, limited support, workflow customization, multi-team roadmaps, project to-do lists, etc.


For those interested in extending the platform’s support capabilities, Jira also offers three paid plans – Standard, Premium, and Enterprise. The Standard plan costs $7.50 per user for up to 20,000 users limited to one site. It comes with all the features of the free plan as well as advanced project permissions, audit logs, anonymous access, and data hosting on the Atlassian Cloud. It also has 250GB of cloud storage, customer support within business hours, etc.

The Premium plan is priced at $14.50 per user per month. The plan also offers domain verification, assigned project roles, admin insights and sandbox testing. You can use it to track releases, whitelist IPs, and access unlimited cloud storage among other features.

The Enterprise plan on Jira attracts custom pricing and is designed for large enterprises and corporations. It comes with all the features of the lower-priced subscriptions as well as centralized per-user licensing, project archiving, dependency management, capacity planning, etc.

Jira offers two self-managed plans that are priced based on where you want to host your data; locally or cloud. However, hosting on the Atlassian cloud is free.

Zendesk Plans and Pricing

Zendesk offers three plan suites on their platform – Foundational Support, Zendesk Suite, and Zendesk for Sales. The cheapest plan on Zendesk for Sales (Zendesk Sell Team) comes with features like custom sales pipeline, email integration, personalized bulk emailing, advanced call analytics, built-in call recording, sales forecasting among others.

The Foundational Support package costs $19 per agent per month (based on annual payments) and comes with customer details and interaction history, an integrated ticketing system across email, Facebook, and Twitter.


Based on annual payments, Support Professional costs $49 per agent monthly and features customer satisfaction surveys, automatic redaction, and prebuilt custom apps and integrations. It also comes with the features of the Foundational Support plan.

Support Enterprise costs $99 per agent per month and offers more customization options for team roles and permissions, agent workspaces, sandbox testing, etc. The Enterprise also allows for conversation redirect based on agent skill, third-party data storage, etc.


Zendesk offers some products to help companies deliver multi-channel support to customers. These products are Zendesk Support, Sell, Talk, Chat, Guide, and Explore, and are included in all Zendesk Suite plans. The platform also gives eligible startups six months of free service.

Integrations

As part of the Atlassian group, Jira is built to integrate seamlessly with over 800 applications in the Atlassian Marketplace. The variety of integrations allows users to extend the capabilities of Jira’s platform.

Zendesk also comes with an impressive number of integrations available on the Zendesk marketplace, with over 500 apps available to users.

Reporting and Analytics

Both platforms come with reporting features to help companies track customer issues and categorize them in order of priority. However, Zendesk has the advantage. Zendesk allows users to generate reports for every communication channel so they can track which platform their customers communicate with them through. It also allows businesses to schedule and share reports internally within the company and with stakeholders.

On the other hand, Jira’s reporting feature is a bit basic and doesn’t come with the ability to generate multi-channel reports.

Knowledge Base

Zendesk and Jira allow companies to create a vast knowledge base to offer self-service options to users and help them implement the platform better. Zendesk comes with a Team Publishing Feature that allows agents in a company to publish, edit, and update content regularly.

However, Jira helps companies create an AI-powered self-service portal for customers and employees. The platform also integrates an analytics feature into its knowledge base, so companies can track which articles deflect the most queries and solve the most problems.

Bottom Line: Zendesk or Jira?

Comparing both platforms from a price-to-feature perspective, Zendesk offers features that make the price worthwhile. However, the pricing structure is a little confusing to understand and users may need agent support to know which plan suits their business needs.

Zendesk may not be the ideal customer service tool for small to mid-size businesses because of its expensive plans and complex reporting and analytics. However, Zendesk is a better option for large enterprises with a global customer base that needs a highly scalable solution.

On the other hand, Jira is not just a help desk tool but an IT service management platform. It is a great choice for companies looking to provide core IT service management as it offers features like change management, asset management, incident management, knowledge management, etc.


Though Jira is not as advanced as Zendesk, it is a cheaper tool that would be easier to navigate for SMBs who are looking to expand their support beyond just email messages.

READ MORE: Kustomer Vs Zendesk: Which Customer Support Software Rules?

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