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Customer Support · head to head

Jira Service Management vs Zendesk

Jira Service Management logo

Jira Service Management

Customer Support

High-velocity service management

From
Free
Rated
-
Full reviewWebsite
Zendesk logo

Zendesk

All industries

Champions of customer service

From
$19/month
Rated
-
Full reviewWebsite

The short version

  • Only Jira Service Management has a free tier, so it costs nothing to try first.
  • Each has a real cost: Jira Service Management the vendor's own pricing page as captured by the Internet Archive on 28 December 2021 named four tiers, Free, Standard, Premium, and Enterprise; the Free tier caps at 3 agents per site with one site, five major incidents per month, and unlimited alerts capped at 100 emails and 200 SMS per day, while Standard, Premium, and Enterprise each cap at 5,000 agents per site, with Enterprise adding unlimited sites and requiring a Confluence subscription for some features; per-figure dollar pricing was not shown on this capture, only per-agent pricing structure; Zendesk aI agents operate on per-resolution billing; customers pay only when an AI agent successfully resolves a ticket without escalation
  • They diverge on capability: Jira Service Management covers Incident management, Zendesk covers Ticket management.

Where they differ

Only the attributes on which Jira Service Management and Zendesk actually diverge.

Attributes where Jira Service Management and Zendesk differ
AttributeJira Service ManagementZendesk
Starting priceFree$19/month
Free tierYesNo
PlatformsWeb, Ios, AndroidWeb
CategoryCustomer SupportAll industries
Founded20022007

Identical on both: pricing model (subscription), user rating (Not yet rated).

What each one covers

Drawn from each product's published feature list. An absence here means we hold no record of it - not that the product lacks it.

Only in Jira Service Management

  • Incident management
  • Change management
  • Problem management
  • Asset management
  • Knowledge management
  • SLAs
  • Jira Software
  • Confluence

Only in Zendesk

  • Ticket management
  • Omnichannel support
  • Knowledge base
  • Live chat
  • Call center
  • Analytics & reporting
  • Automation
  • Customer satisfaction

Both cover

  • Slack
  • SOC2
  • ISO27001
  • FedRAMP

What people use each for

The jobs each tool is most often brought in to do.

Jira Service Management

  • IT service managementnot Zendesk
  • Incident responsenot Zendesk
  • Change managementnot Zendesk
  • Asset trackingnot Zendesk

Zendesk

  • Help desk and ticketing system managementnot Jira Service Management
  • Omnichannel customer supportnot Jira Service Management
  • Knowledge base and self-service portalsnot Jira Service Management
  • AI-assisted customer servicenot Jira Service Management

Where each one falls short

Documented limitations, not opinions. Every one is a constraint you would hit in normal use.

Jira Service Management

  • The vendor's own pricing page as captured by the Internet Archive on 28 December 2021 named four tiers, Free, Standard, Premium, and Enterprise; the Free tier caps at 3 agents per site with one site, five major incidents per month, and unlimited alerts capped at 100 emails and 200 SMS per day, while Standard, Premium, and Enterprise each cap at 5,000 agents per site, with Enterprise adding unlimited sites and requiring a Confluence subscription for some features; per-figure dollar pricing was not shown on this capture, only per-agent pricing structure

Zendesk

  • AI agents operate on per-resolution billing; customers pay only when an AI agent successfully resolves a ticket without escalation
  • Copilot and Contact Center features available as separate add-ons at £50+/agent/month
  • Advanced routing, workforce engagement, and approval workflows limited to Enterprise tier
  • Highest tier requires sales consultation and custom pricing

Pricing, plan by plan

Jira Service Management

Free
  • FreeFree
    • 3 agents
    • Ticket management
    • Knowledge base
  • Standard$20/month
    • Unlimited customers
    • 250 agents
    • 20 GB storage
  • Premium$45/month
    • Advanced incident management
    • Asset management
    • Change management
  • Enterprise$undefined/month
    • Unlimited sites
    • 24/7 support
    • Data residency

Zendesk

$19/month

No published plan breakdown. See the Zendesk review.

Which should you pick?

Choose Jira Service Management if

  • You need incident management.
  • You want to start without paying.
  • You work on Web, Ios, Android.
  • You also want change management.
Jira Service Management review

Choose Zendesk if

  • You need ticket management.
  • You also want omnichannel support.
Zendesk review

Questions people ask

Is Jira Service Management or Zendesk better?
Neither clearly leads. Jira Service Management starts at Free and Zendesk at $19/month, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Jira Service Management or Zendesk?
Jira Service Management has a free tier; the other does not. Paid plans start at Free for Jira Service Management and $19/month for Zendesk.
Does Jira Service Management or Zendesk run on more platforms?
Jira Service Management runs on Web, Ios, Android. Zendesk runs on Web.
Can I use Jira Service Management for free?
Yes. Jira Service Management has a free tier, so you can try it without paying. Zendesk starts at $19/month.
What is Jira Service Management best used for?
Jira Service Management is most often used for it service management, incident response, change management, asset tracking. Of those, it service management and incident response are not what Zendesk is typically brought in for.
What can Jira Service Management do that Zendesk cannot?
Jira Service Management covers Incident management, Change management, Problem management, Asset management. Zendesk covers Ticket management, Omnichannel support, Knowledge base, Live chat. Both handle Slack, SOC2, ISO27001, FedRAMP.
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