Bouts / Jira Service Management vs Zoho Desk
Jira Service Management vs Zoho Desk
Red cornerJira Service Management
$750 a year for up to 3 agents on Standard (about $20.83 per agent a month), or $25 per agent a month billed monthly
Blue cornerZoho Desk
$7 per user a month, billed annually (Express)
Jira Service Management: Jira Service Management is now sold only inside Atlassian's Service Collection, bundled with Customer Service Management, Assets and Rovo; the apps cannot be bought separately.
Jira Service Management wins 3–2 at 10 agents (close call). Jira Service Management takes the bill, price tags and AI; Zoho Desk takes security and user verdict; one round is even.
The judges' card
| Round | Jira Service Management | What happened | Zoho Desk |
|---|---|---|---|
| Round 1The bill | W | At 10 agents with AI on: Jira Service Management $979, Zoho Desk $400 (an AI price is not public) a month. Jira Service Management's bill is complete and the other is not, so Jira Service Management takes the round. | |
| Round 2Price tags | W | Jira Service Management offers AI prices in public, but with a minimum, annual-only terms or vague limits; Zoho Desk offers seat prices, with the AI priced by quote or not at all. Jira Service Management takes the round. | |
| Round 3AI | W | Jira Service Management offers an AI agent that also takes actions in other systems; Zoho Desk offers an AI agent that answers from the help center. Jira Service Management takes the round. | |
| Round 4Desk basics | = | Both offer all that plus phone and messaging apps. Even. | = |
| Round 5Security | Zoho Desk offers SOC 2 Type II, ISO 27001, EU hosting, a HIPAA BAA and a no-training promise; Jira Service Management offers SOC 2 Type II and ISO 27001, plus EU hosting, a HIPAA BAA or a no-training promise. Zoho Desk takes the round. | W | |
| Round 6User verdict | On G2: Jira Service Management 4.3 from 986 reviews, Zoho Desk 4.4 from 7,988 reviews. Zoho Desk takes the round. | W | |
| Rounds won | 3 | Jira Service Management wins, 1 even | 2 |
Does team size change it?
Only the bill round depends on team size. Here is the full result in each weight class.
Small team
- Jira Service Management
- $294
- Zoho Desk
- $120
3 agents, 750 conversations a month. Jira Service Management wins 3–2.
Mid-size team
- Jira Service Management
- $979
- Zoho Desk
- $400
10 agents, 2,500 conversations a month. Jira Service Management wins 3–2.
Large team
- Jira Service Management
- $2,448
- Zoho Desk
- $1,000
25 agents, 6,250 conversations a month. Jira Service Management wins 3–2.
Monthly bills from USD list prices, annual billing where offered, with the AI agent resolving 20% of conversations and agent assist for every agent. Plans: Jira Service Management Service Collection Premium; Zoho Desk Enterprise.
Tale of the tape
| Atlassian | Made by | Zoho Corporation |
|---|---|---|
| per agent | Pricing | per agent |
| $750 a year for up to 3 agents on Standard (about $20.83 per agent a month), or $25 per agent a month billed monthly | Paid plans from | $7 per user a month, billed annually (Express) |
| Service Collection Premium | Plan we priced | Enterprise |
| $294 | 3 agents, AI on | $120 |
| $979 | 10 agents, AI on | $400 |
| $2,448 | 25 agents, AI on | $1,000 |
| $1.00 per AI agent resolution, no included allowance; free until December 3, 2026; 1,000 assisted conversations a month included on Premium and Enterprise, then from $0.30 each | AI agent price | Not published; uses Zia Agent credits with no published rate per reply; Included in Standard, Professional and Enterprise |
| Email, Live chat, Phone, WhatsApp | Channels | Email, Live chat, WhatsApp, Social |
| Up to 3 agents with 2GB storage | Free plan | Up to 3 users with email ticketing |
| 14 days, extendable to 30 | Free trial | 15 days |
| Yes | Monthly billing | Yes |
| SOC 2 Type II, ISO 27001, ISO 27018 | Audit reports | SOC 2 Type II, ISO 27001, ISO 27017, ISO 27018, ISO 27701, SOC 2 + HIPAA Type 2 |
| Pin data to the US, EU, Germany, UK, Switzerland, Canada, Australia, Japan, India, Singapore or South Korea, from Standard | Data hosting | Choice of US, EU (Amsterdam and Dublin), India, Australia, Japan, Canada, Saudi Arabia, UAE, Singapore and China data centers |
| 4.3 (986) | G2 rating | 4.4 (7,988) |
| 4.5 (779) | Capterra rating | 4.5 (2,216) |
Questions
Which is better, Jira Service Management or Zoho Desk?
Jira Service Management wins 3–2 at 10 agents (close call). Jira Service Management takes the bill, price tags and AI; Zoho Desk takes security and user verdict; one round is even.
Is Jira Service Management cheaper than Zoho Desk?
At 10 agents with the AI agent and agent assist on, Jira Service Management comes to $979 a month and Zoho Desk to $400, from list prices. Jira Service Management takes the bill round.
Which has the better AI, Jira Service Management or Zoho Desk?
Jira Service Management offers an AI agent that also takes actions in other systems; Zoho Desk offers an AI agent that answers from the help center. Jira Service Management takes the round.
Other bouts
Sources
Jira Service Management
- Service Collection pricing
- Service Collection licensing FAQ
- Get started with live chat
- Get started with voice support
- About AI agent resolutions
- Get instant AI help while working in Customer Service Management
- How Rovo credits work
- Jira Service Management reviews
- Jira Service Management reviews
- Jira Service Management reviews