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Differences Between Zendesk and Jira and Which to Choose

Zendesk vs Jira, which one is the best? Let's look at their key features, similarities, differences, and limitations so you can make an informed decision.

August 9, 2023

Are you looking for the perfect solution for your ticketing and approval needs? If so, you've likely heard about Zendesk and Jira. But what are these two platforms, and more importantly, which one should you use?

Zendesk and Jira are popular cloud-based tools, with Zendesk designed as a customer service and support platform and Jira as a project management tool. Both offer a wide range of features to help users streamline their workflows. But there are key differences between them that you need to take into consideration.

In this article, we'll cover everything you need to know about Zendesk and Jira, including their key features, similarities, differences, and limitations. By the end, you'll be able to make an informed decision when choosing between them. We'll also discuss how Wrangle can help you get the best out of both Zendesk and Jira when it comes to tackling your ticketing and approval needs.

What Is Zendesk?

Zendesk is a customer service platform designed to streamline customer support inquiries across various channels, such as phone, email, live chat, and social media. It helps teams track, prioritize, and resolve issues quickly by connecting all support channels into one unified system. Additionally, it includes a comprehensive self-service portal that allows customers to submit tickets and get answers to their own questions without the need for direct support from agents. With this platform, businesses can customize their help desk for maximum efficiency, brand recognition, and improved customer satisfaction.

"It helps teams track, prioritize, and resolve issues quickly by connecting all support channels into one unified system."

What Is Jira?

Jira is a powerful issue and project-tracking software developed by Atlassian. It helps teams work together to manage projects, track progress, and quickly fix bugs. Agile teams use it so they can manage complex projects with a high degree of visibility and control.

Jira's features include an integrated project management system, an intuitive user interface, customizable dashboards, and integrations with third-party software like Slack. Jira also provides real-time reporting and analytics, an audit log for tracking changes over time, and the ability to track issues across different projects or departments.

Jira is most suitable for larger enterprise organizations that need scalability and advanced customization options for their project management needs. It's also popular with developers who want a comprehensive system for managing their development workflow.

Differences Between Zendesk and Jira

It's easy to think that Zendesk and Jira are similar, but there are some key differences that you may not be aware of. Let's break them down.

Support tools

Zendesk is a customer service and support platform, while Jira is a project management tool. This means that if you're looking for something to manage customer tickets, then Zendesk is the one to choose. Meanwhile, Jira is good at tracking tasks and projects.


Both Zendesk and Jira come with their own integrations, with the former having more than 350 and the latter over 1,000. However, Zendesk integrates with more customer support systems than Jira does, so it's generally easier to use as a service desk platform.


Workflows vary between these two platforms as well. Zendesk has more robust workflows that allow users to create complex chains of conditional actions and automation with ease. On the other hand, Jira only provides basic workflows for creating and assigning tasks and projects.

Reporting tools

Both solutions have powerful reporting tools, but they differ in functionality. For example, both platforms can graphically track trends over time, but Zendesk can also give users insights into customer sentiment across multiple channels.

Similarities Between Zendesk and Jira

Though there are significant differences between Zendesk and Jira, you'll find some similarities as well.

User Interface

One noteworthy similarity between the two is the user interface. Both Zendesk and Jira offer a clean, easy-to-use interface with simple navigation tools so that even those who are not tech-savvy can quickly learn their way around the programs.


Another similarity is the level of security. Both Zendesk and Jira have built-in security protocols that ensure your that data is secure and that your customer data is protected from outside breaches.


Perhaps most importantly, both platforms offer affordable pricing plans depending on your needs. Whether you're looking for a basic package or more advanced features, both Zendesk and Jira offer plans that fit any budget.

"Both Zendesk and Jira offer a clean, easy-to-use interface with simple navigation tools so that even those who are not tech-savvy can quickly learn their way around the programs."

Limitations of Zendesk and Jira

Although Zendesk and Jira both offer great ticketing systems, they have some limitations. Neither platform is perfect in every regard.

Limitations of Zendesk

Zendesk is a great platform if you need to track customer requests. However, it can be difficult to integrate with other services and third-party tools. It also lacks the ability to scale up your ticketing system as your business grows, which means you may need to switch platforms in the future. Additionally, Zendesk does not offer many options for customization as it mainly focuses on customer inquiries and feedback.

Limitations of Jira

Jira offers a lot of powerful features but can be complicated for users who are unfamiliar with the platform. Additionally, it may take some time to set up your processes properly and to configure Jira appropriately before you can begin using it effectively. Furthermore, Jira doesn't provide an easy way to integrate directly with third-party applications or services as Zendesk does.

When considering ticketing systems like Zendesk and Jira, make sure that they don't have any limitations that would hinder your team's ability to use them effectively or prevent them from scaling as you grow.

Which Should You Choose?

Now that you know the differences and similarities between Jira and Zendesk, the ultimate question comes down to deciding which one is right for you. It really depends on the complexity of your business.

The great thing is, both of these tools allow you to try them out before committing to using them, so if you're not sure, try them both and then decide which best suits your needs.

If you have a complex project with a lot of tasks that need to be tracked, planned, and managed, Jira will most likely be the best option. On the other hand, if your project is simpler with basic ticketing needs, then Zendesk may be the better choice.

If your team is already using Slack (and let's face it, who isn't?), Wrangle might also be worth considering. Wrangle seamlessly integrates with Slack and makes it easy for teams to manage tickets and approvals without leaving their channels, which is perfect for teams working in agile environments.


In the end, it all comes down to your requirements and preferences. Both Zendesk and Jira are suitable for different types of organizations and business needs. For example, if you need a customer service system that’s user-friendly and easy to set up, Zendesk will be a much better fit. On the other hand, if you need issue and project tracking, Jira’s comprehensive capabilities will be a better choice.

No matter which you decide, you can use Wrangle to automate your ticketing and approvals process in Slack, ensuring your teams’ collaboration and communication processes run as smoothly and efficiently as possible. 

Wrangle’s ticketing and workflows turn Slack into a productivity machine. IT teams use Wrangle to manage their IT help desk in Slack, while any department can use a Wrangle workflow to automate common business processes and approvals. Automate any team's processes within your organization using Wrangle in Slack.

  • IT Help Desk
  • Employee Onboarding 
  • Vendor/PO Approvals
  • Expense Management
  • Contract Reviews
  • Content Approvals 
  • Customer onboarding

If you have a process with a workflow, Wrangle can improve your efficiency by automating it in Slack. 

With Wrangle, you can increase productivity and collaboration without sacrificing your teams’ ability to work remotely. Sign-up for a free 14-day trial or schedule a demo today. 

This post was written by Jethro Magaji. Jethro is a frontend engineer who’s passionate about the tech world and uses creative thinking to solve business problems with a user-centered approach.

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