Choosing between Zendesk and JIRA: Best Support Service Software?

The quality of support services depends largely on the software used. Help desk agents are limited to what the software allows them to acco...

The quality of support services depends largely on the software used. Help desk agents are limited to what the software allows them to accomplish. In addition, high-quality programs simply make their workflow much easier and more convenient.

Zendesk and JIRA

It will also allow you to increase the volume of work performed without compromising quality. The question is: Zendesk vs JIRA – which one is better? Let's discuss this in detail so you can choose what suits you best.

Zendesk and JIRA – key differences, advantages, and disadvantages

Zendesk and JIRA are both well-known help desk software. Both of these programs can be used separately, but at the same time, they can be combined to create a unique environment for your help desk.

To begin with, we will tell you how these programs are similar to each other and what they have in common:

  • friendly interface;
  • automatic updates;
  • easy integration of third-party programs and plugins;
  • special programs designed for mobile devices;
  • the presence of visual customization;
  • convenient feedback system.

This is where the similarities end and each program tries to lure your attention with its unique features.

What can JIRA offer to its customers?

JIRA can offer more convenient and comprehensive management and reporting tools. This makes this software the most suitable for large projects, where the attention of higher-standing professionals is needed at all stages of work. Also, this software allows you to quickly and conveniently communicate about tasks that are in progress, assign new tasks and report on the progress of their implementation.

JIRA is most suitable for software development. Also, this software will perform the full range of its tasks from the concept to the launch of the program. JIRA is also open to open-source projects. Unlike Zendesk, where learning how to use takes not much time, JIRA will take some time to set up and learn to use.

Does Zendesk differ in any way?

Zendesk is best suited to maximizing customer support, including quality control. Also, this software is more effective at end-user communication due to its extensive ticketing and customer service portal features.

Unlike JIRA, Zendesk can offer effective two-way communication, a high degree of automation, and deep knowledge bases. Its main focus is follow-up maintenance, support, and feedback. Also, Zendesk is simply cheaper but isn't as friendly to open-source projects. As already mentioned, Zendesk requires just a bit of time to set up and start supporting customers.

How combining JIRA and Zendesk will improve your business

The benefits of combining this software are numerous; you can raise the quality of the support service to levels not previously available. JIRA will be used for internal work processes while Zendesk will handle customer support.

If you use such a system you will be able to:

  1. Using Zendesk you can use an opened ticket to create an issue with JIRA for the development team to solve.
  2. Zendesk's high level of automation will slash response times and automatically assign requests to teams for resolution.
  3. Internal communication will help to exchange comments between support agents, coders, and managers.
  4. You can close all Zendesk tickets by closing the related JIRA issue.

Combining collaborative programs will not only improve and make life easier for the help desk and those who solve problems, but also for you. You will get absolute visibility of all processes and full control over everything that happens, which is suitable in cases of cyberattacks, bug fixes, and control over employees. You will be able to quickly identify lazy employees and prevent threats before they can get into the system. So, it is a quick optimization of customer support service at every stage.

The choice is ultimately yours, depending on the size of your business, the size of the team, and the purpose of the company. Ask Help Desk technical support which software will be more efficient in your case if there is hesitation. 

Each of these SaaS Cloud-based programs can be used separately. But your business and especially your customer support service will benefit greatly from combining them. You also better not forget about choosing a high-quality help desk migration tool to transfer all your data from an existing environment to a new one. Help Desk Migration can offer such services for you.

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TechGlobeX: Choosing between Zendesk and JIRA: Best Support Service Software?
Choosing between Zendesk and JIRA: Best Support Service Software?
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