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JIRA vs Zendesk
March 08, 2025 | Author: Michael Stromann
82★
JIRA provides issue tracking and project tracking for software development teams to improve code quality and the speed of development. Combining a clean, fast interface for capturing and organising issues with customisable workflows, OpenSocial dashboards and a pluggable integration framework, JIRA is the perfect fit at the centre of your development team.
42★
Zendesk is web-based help desk software with an elegant support ticket system & a self-service customer support platform. Agile, smart and convenient. Offers AI-powered bots for faster resolution of common inquiries.
See also:
Top 10 Issue-tracking systems
Top 10 Issue-tracking systems
JIRA and Zendesk are both tools designed to make life easier, which, as anyone who’s ever used software knows, means they are deeply complex, slightly annoying and essential in ways you only realize once they stop working. Both track tickets, automate tedious tasks and integrate with other tools, because apparently, humans can’t be trusted to remember things on their own. They also provide various reports that are mostly useful for proving to upper management that work is, in fact, happening.
JIRA, created in Australia in 2002 (presumably between surfing breaks), is aimed at software developers and agile teams who enjoy the thrill of logging every single thing they do. It comes with a powerful issue-tracking system, sprint planning and a peculiar thing called JQL, which allows users to craft elaborate queries that sound suspiciously like spells from an ancient programming grimoire. It also integrates effortlessly with Bitbucket and Confluence, forming a sort of holy trinity of productivity—at least in theory.
Zendesk, born in the U.S. in 2007, took a different approach: instead of catering to programmers arguing about feature requests, it decided to focus on customer support. It comes with AI-powered chatbots, a knowledge base and an omnichannel system designed to keep customers happy—or at least slightly less irate. Unlike JIRA, which assumes you’re tracking bugs in a groundbreaking app, Zendesk assumes you’re tracking why Greg from accounting can’t log in again.
See also: Top 10 Issue Trackers
JIRA, created in Australia in 2002 (presumably between surfing breaks), is aimed at software developers and agile teams who enjoy the thrill of logging every single thing they do. It comes with a powerful issue-tracking system, sprint planning and a peculiar thing called JQL, which allows users to craft elaborate queries that sound suspiciously like spells from an ancient programming grimoire. It also integrates effortlessly with Bitbucket and Confluence, forming a sort of holy trinity of productivity—at least in theory.
Zendesk, born in the U.S. in 2007, took a different approach: instead of catering to programmers arguing about feature requests, it decided to focus on customer support. It comes with AI-powered chatbots, a knowledge base and an omnichannel system designed to keep customers happy—or at least slightly less irate. Unlike JIRA, which assumes you’re tracking bugs in a groundbreaking app, Zendesk assumes you’re tracking why Greg from accounting can’t log in again.
See also: Top 10 Issue Trackers
