Zoho Desk versus JIRA Support Desk comparison
| Zoho Support Desk | Jira Support Desk |
| As a technology instructor, many of my clients are not tech-savvy and they need a simple form that they can fill in to begin a support session and answer simple questions. Zoho Desk offers a system where, by reacting directly to the client through a ticketing system, the support person can record the problem and provide the solution. | As a service desk ticketing scheme, it might fit well. Building out and handling a particular workflow is fantastic. You can use the Jira workflow to handle any number of project types of creation. This helps you to be stringent on the steps being taken in progress while handing over to the developers the management of that process. |
| A resolution can be written and stored as an article for future reference as an instructional instrument or self-support resource for subscribing customers until the problem is solved. | This allows for less practical project management and allows for a more agile strategy where you concentrate on challenges and the elimination of roadblocks. It’s also a wonderful tool for executives to be able to see anything that happens without reading through hundreds of emails. In addition, managers can easily dig into problems and see the full history of what has happened to a specific ticket. |
What is Zoho Desk?
Zoho Desk is web-based help desk software that allows you the ability to easily manage your tasks for customer service. Zoho Desk enables you to conveniently allocate, monitor and set up alerts on support desk tickets. You can configure the Zoho Desk for your organisation and ensure satisfaction with your experience of customer service.
What is JIRA Support Desk?
A support desk request tracker brought to you by Atlassian is the Jira Service Desk. With the Jira Service Desk, customers of your team can easily accept, monitor, handle, and address requests. Customers can submit requests via email, an embedded widget, and a personalised support centre. In a single location, Jira Service Desk organises and prioritises these requests and keeps the team on board with priorities (or service level agreements).
Jira Service Desk is built on the Jira platform, so you’ll see some terms and concepts that carry across all of Atlassian’s Jira products. Here’s a quick overview to help you learn the Jira Service Desk lingo:
Customers submit their help requests to your team through a customer portal, an embedded widget, or via email.
Service desk agents work on customer requests, tracked as issues in a queue. Issue progress is set up by a workflow that can include steps like In progress or Needs approval.
Each team works on a project that services requests from a certain area – like IT, HR, legal, or finance.
You can integrate Jira Service Desk with another Atlassian product called Confluence to set up a knowledge base. Knowledge base articles appear on your portal. Your customers can read these and help themselves before reaching out to you, and your agents can save common responses to save time.
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