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Customer Support · head to head

Jira Service Management vs Zendesk Sunshine Conversations

Jira Service Management logo

Jira Service Management

Customer Support

High-velocity service management

From
Free
Rated
-
Full reviewWebsite
Zendesk Sunshine Conversations logo

Zendesk Sunshine Conversations

Live Chat & Chatbots

Omnichannel messaging and customer engagement platform

From
On request
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 Sunshine Conversations cannot be purchased standalone; requires expensive Zendesk Suite Professional or higher plans
  • They diverge on capability: Jira Service Management covers Incident management, Zendesk Sunshine Conversations covers Live chat.

Where they differ

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

Attributes where Jira Service Management and Zendesk Sunshine Conversations differ
AttributeJira Service ManagementZendesk Sunshine Conversations
Starting priceFreeOn request
Free tierYesNo
CategoryCustomer SupportLive Chat & Chatbots
Founded20022015

Identical on both: pricing model (subscription), platforms (Web, Ios, Android), 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 Sunshine Conversations

  • Live chat
  • SMS messaging
  • Facebook Messenger
  • WhatsApp integration
  • Salesforce
  • Zendesk Support
  • API
  • Mobile app support

Both cover

  • Slack
  • Web support
  • Android support

What people use each for

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

Jira Service Management

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

Zendesk Sunshine Conversations

  • Customer engagementnot Jira Service Management
  • Lead generationnot Jira Service Management
  • Customer supportnot Jira Service Management
  • Sales automationnot 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 Sunshine Conversations

  • Cannot be purchased standalone; requires expensive Zendesk Suite Professional or higher plans
  • Low included monthly active users (1,000 MAU) and notifications (1,000) necessitate paid add-ons for most businesses
  • Custom implementations require developer resources for webhooks and API configuration

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 Sunshine Conversations

On request
  • Team$19/month
    • Chat + messaging
    • Basic features
    • Limited agents
  • Growth$49/month
    • Omnichannel
    • Advanced automation
    • Routing
  • Professional$99/month
    • All features
    • Custom workflows
    • Premium support

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 Sunshine Conversations if

  • You need live chat.
  • You work on Web, iOS, Android.
  • You also want sms messaging.
Zendesk Sunshine Conversations review

Questions people ask

Is Jira Service Management or Zendesk Sunshine Conversations better?
Neither clearly leads. Jira Service Management starts at Free and Zendesk Sunshine Conversations at On request, and user ratings are close enough to be indistinguishable. Choose on capability and platform support.
Which is cheaper, Jira Service Management or Zendesk Sunshine Conversations?
Jira Service Management has a free tier; the other does not. Paid plans start at Free for Jira Service Management and On request for Zendesk Sunshine Conversations.
Does Jira Service Management or Zendesk Sunshine Conversations run on more platforms?
Jira Service Management runs on Web, Ios, Android. Zendesk Sunshine Conversations runs on Web, iOS, Android.
Can I use Jira Service Management for free?
Yes. Jira Service Management has a free tier, so you can try it without paying. Zendesk Sunshine Conversations starts at On request.
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 Sunshine Conversations is typically brought in for.
What can Jira Service Management do that Zendesk Sunshine Conversations cannot?
Jira Service Management covers Incident management, Change management, Problem management, Asset management. Zendesk Sunshine Conversations covers Live chat, SMS messaging, Facebook Messenger, WhatsApp integration. Both handle Slack, Web support, Android support.

Answered from the vendors’ own pages

Zendesk Sunshine Conversations: Can I buy Zendesk Sunshine Conversations standalone?

No. Sunshine Conversations is only available with Zendesk Suite Professional, Enterprise, or Enterprise Plus plans. It cannot be purchased as a standalone product.

Source
Zendesk Sunshine Conversations: What messaging channels does Sunshine Conversations support?

Sunshine Conversations connects 15+ messaging channels including WhatsApp, Facebook Messenger, Instagram, Telegram, SMS, and provides a Web Widget for on-site chat.

Source
Zendesk Sunshine Conversations: What are the usage limits on Zendesk Sunshine Conversations?

The base includes 1,000 Monthly Active Users and 1,000 notifications per month. Additional usage requires $50 add-ons for each 2,500 MAU pack or $50 for each 25,000 notification pack.

Source
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