Close

Jira Service Management vs. Zendesk

You shouldn’t be paying full price for half an ITSM solution. Jira Service Management’s full-featured ITSM solution is purpose-built to support all your customers – regardless of if they’re external or internal.

Zendesk knocking your ITSM off-balance? See why customers prefer Jira Service Management

True ITSM is more than just a help desk. Jira Service Management gives you complete ITSM out of the box – including asset management, change management, knowledge management, configuration management and more – with the flexibility to customize and extend your solution as you grow.

Simple, intuitive implementation

Leverage pre-configured templates to help teams get set up quickly, with out-of-the-box workflows and more.

Service Management project templates available in Jira Service Management

Accelerated DevOps

ITSM that’s built on Jira. Break down silos and streamline collaboration between development and IT operations teams.

Devops graph

Flexible workflows

Get started quickly with a low code editor. Use the drag and drop interface to give teams the flexibility to work how they want.

Workflow editor in Jira Service Management used to customize status and transitions

Atlassian platform

Give your teams a unified view of their work. Use integrations across the Atlassian portfolio and over 5,000 third party tools to make work flow.

Explore apps for Jira Service Management in the Atlassian Marketplace

The Atlassian advantage

 

Jira Service Management

Zendesk

True IT service management tool

Jira Service Management

Zendesk

Ready for enterprise IT service teams

Jira Service Management

Zendesk

Business, Dev, and IT objectives aligned on the same platform

Jira Service Management

Zendesk

Seamless integration with development tools like Jira Software and Bitbucket

Jira Service Management

Zendesk

Asset management, incident and change management, configuration management

Jira Service Management

Zendesk

Quotation marks

Within three or four weeks, we had a product that would work for the organization very quickly. We were able to configure all the key elements, the self-service portal, and the knowledge articles enough for us to take it on ourselves and start working with it.

Rob Crompton, Head of Service Management at The Very Group

Six reasons teams choose Jira Service Management over Zendesk

One, unified Jira platform

enables seamless collaboration between Dev, IT, and customer support

Complete ITSM

out of the box – no cobbling together functionality with 
add-ons and apps

Modern approach to ITIL

eliminates unnecessary feature bloat and gives flexibility to use only what your team needs

User friendly, speedy UI

allows teams to get started quickly with a low code editor and drag and drop interface

Intuitive implementation

with a robust set of templates, guides, and features for every service management use case

Transparent pricing

per agent, with no extra cost for approvers or requesters, and no surprises

Join thousands of organizations who use Jira Service Management for ITSM

See what industry analysts and customers say about us

Forrester Wave Leader 2021 Enterprise Service Management

Forrester named Atlassian a Leader in the 2021 Enterprise Service Management Wave.

Gartner peer insight customers' choice 2021

See how Jira Service Management scores on Gartner Peer Insights.

Trusted by over 45,000 customers worldwide

Nextiva company logo

“Jira Service Management gives us more automated change management workflows that are well connected to development work. It’s one of the more elegant workflows that I’ve seen.”

Josh Costella, Sr Atlassian Solutions Specialist, Nextiva
Nextiva company logo

“Jira Service Management gives us more automated change management workflows that are well connected to development work. It’s one of the more elegant workflows that I’ve seen.”

Josh Costella, Sr Atlassian Solutions Specialist, Nextiva

“We saw a 57% improvement from last month in ‘Mean Time to Acknowledge’. That’s improved to 85% this month. We put that down to the fact that Jira Service Management is such a simple tool to use that our teams are adopting these processes so quickly.”

Danni Garcia, Technology Enablement Product Owner, Belong
Belong company logo
Belong company logo

“We saw a 57% improvement from last month in ‘Mean Time to Acknowledge’. That’s improved to 85% this month. We put that down to the fact that Jira Service Management is such a simple tool to use that our teams are adopting these processes so quickly.”

Danni Garcia, Technology Enablement Product Owner, Belong

Learn more about Jira Service Management

Staff providing help from a service desk
Analyst report

Atlassian is a Leader in The Forrester Wave™: ESM, 2023

Atlassian approach to ESM whitepaper
Whitepaper

The Atlassian Approach to Enterprise Service Management

JSM data sheet
Data sheet

Discover the 6 reasons Jira Software is better with Jira Service Management

FAQ

Is Jira Service Management free? Copy link to heading Copied! show

Jira Service Management has a Free plan with basic service management capabilities for up to 3 agents. You can signup for a free trial of our Standard or Premium plans as well. For more details visit here.

Can Jira Service Management scale to thousands of users in true enterprise fashion? Copy link to heading Copied! show

Yes! Companies like Saint Gobain, Belong, CBS, Priceline, and others have scaled their IT Service and Support operations from dozens to hundreds and even thousands of agents. Security, scalability, analytics, and more come standard in our Enterprise plan. Learn more about Jira Service Management for Enterprise.

Is Jira Service Management only for IT Teams? Copy link to heading Copied! show

No! Jira Service Management is for all teams. You don't need additional modules to bring HR, Dev, Finance, Legal, Facilities, Marketing and more onto the platform. Get your agents a license and they can have a service desk setup quickly!

Some of our teams already use Jira Software. Does Jira Service Management integrate with that? Copy link to heading Copied! show

It sure does. Jira Service Management is built on the Jira platform, meaning both tools work very well together. It also means that teams across your company can work from a single pool of information, making cross-team communication that much easier and faster.

Choose Jira Service Management today

Users submitting tickets at a service desk

All the features your team needs to deliver great service, fast on the same platform where developers and business teams already work. Jira Service Management offers modern IT practices including:

  • Request Management
  • Incident and Problem Management
  • Change Management
  • Asset Management
  • Configuration Management
  • Knowledge Management

Ready to make the switch? Still have questions? We’re always here to help. Contact sales now