JIRA vs Zoho Desk
Last updated: January 28, 2022
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.
Zoho Desk is the industry's first context-aware help desk software that helps businesses focus on the customer.
JIRA vs Zoho Desk in our news:
2022. Atlassian acquires Percept.AI
Atlassian has acquired Percept.AI, an AI company that offers an automated virtual agent support solution — a chatbot, basically — based on a proprietary AI engine for natural language understanding. Atlassian plans to integrate this virtual agent technology into Jira Service Management, its tool for helping IT teams provide better service to employees and customers. Powered by our data-driven proprietary technology, the Percept.AI platform has a self-evolving ability to keep learning from all customer interactions, while enabling everyone on your team to have full control of the AI agent’s behavior and voice.
2021. Atlassian launches Jira Work Management for every team
Atlassian today announced a new edition of its Jira project management tool, Jira Work Management. The company has long been on a journey of bringing Jira to teams beyond the software development groups it started out with. With Jira Service Management, it is successfully doing that with IT teams. With Jira Core, it also moved further in this direction, but Jira Work Management takes this a step further (and will replace Jira Core). The idea here is to offer a version of Jira that enables teams across marketing, HR, finance, design and other groups to manage their work and — if needed — connect it to that of a company’s development teams.
2020. Atlassian acquires asset management company Mindville
Atlassian today announced that it has acquired Mindville, a Jira-centric enterprise asset management provider. With this acquisition, Atlassian is getting into a new market, too, by adding asset management tools to its lineup of services. The company’s flagship product is Mindville Insights, which helps IT, HR, sales, legal and facilities to track assets across a company. It’s completely agnostic as to which assets you are tracking, though, given Atlassian’s user base, most companies will likely use it to track IT assets like servers and laptops. But in addition to physical assets, you also can use the service to automatically import cloud-based servers from AWS, Azure and GCP, for example, and the team has built connectors to services like Service Now and Snow Software, too. Mindville’s more than 1,700 customers include the likes of NASA, Spotify and Samsung.
2018. Zoho Desk adds AI assistant for customer service
Service management software Zoho Desk is getting new capabilities that allow businesses to elevate agent productivity, manage cross-functional service processes, and contextually integrate customer service with other business functions. Voice and Chat Assistant: Zia helps reduce the load on customer service teams. Through Zia Voice, customers can speak or chat with Zia to receive answers from a knowledge base. Agents can also speak or chat with Zia to receive response suggestions while helping customers. Zia suggests specific sections of a knowledge-base article rather than the entire article. Agents can also speak or chat with Zia to receive response suggestions while helping customers. Zia suggests specific sections of a knowledge-base article rather than the entire article. Agents can add these suggestions to a response with a single click and send the same to the customer.
2018. Jira Cloud gets Trello-inspired redesign
Atlassian unveiled the next generation of its hosted Jira Software project tracking tool earlier this year. With this launch, Atlassian is now essentially splitting the hosted version of Jira (which is hosted on AWS) from the self-hosted server version and prioritizing different features for both. The new version of Jira has a new, Trello-inspired look and provides new functionality that allows for a more flexible workflow that’s less dependent on admins and gives more autonomy to teams. One feature the team seems to be especially proud of is roadmaps. That’s a new feature in Jira that makes it easier for teams to see the big picture. Like with boards, it’s easy enough to change the roadmap by just dragging the different larger chunks of work (or “epics,” in Agile parlance) to a new date.
2018. Atlassian launches Jira Ops for managing incidents
Atlassian launched a new edition of its flagship product Jira that is meant to help ops teams handle incidents faster and more efficiently. Jira Ops integrates with tools like OpsGenie, PagerDuty, xMatters, Statuspage, Slack and others. Many teams already use these tools when their services go down, but Atlassian argues that most companies currently use a rather ad hoc approach to working with them. Jira Ops aims to be the glue that keeps everybody on the same page and provides visibility into ongoing incidents. With it when an incident happens, you have a central place where you can go, where you can find out everything about the incident. You can see who has been paged and alerted; you can alert more people if you need to right from there; you know what Slack channel the incident is being discussed in. Moreover Atlassian has acquired OpsGenie for $295 million.
2017. Zoho Desk introduced Compact Mode, Ticket Peek, and Snippets
Zoho Desk, the service that helps customer service teams take advantage of context to improve the quality of their support, is adding more tools to take on alternatives. The new Compact Mode brings you all the functionality of the classic ticket list, but shows you nearly twice the number of tickets without navigating to a second screen. Another new feature - Ticket Peek is a lightweight response screen for agents to respond to tickets quickly. When agents ‘peek’ into a ticket, they can see all of the interactions within that ticket, as well as all of the ticket’s properties and applicable solutions. Besides, agents can now use Snippets - pre-written phrases that can be invoked in a response by hitting the Tab key.
2016. Zoho unveiled Zoho Desk - context-aware help desk software
Zoho Desk - is a new name for Zoho Support and it's not just rebranding, but the brand new customer support software that presents customer issues against the broader context of their prior activities and interactions. Agents respond better when they have contextually relevant information about their customers. Zoho Desk brings customer information from Zoho CRM right into the ticket. The system helps agents automatically prioritize support tickets based on customer interactions. Filter tickets based on criteria like due-time, status, or customer type. Team Feed saves the day when you need a little help from your friends. And you can use @mentions to bring another colleague into the conversation, or to hand off the ticket to the right person.
2016. JIRA gets Upwork integration
Project management service JIRA is getting a new feature that will let you easily convert JIRA tickets into job postings on Upwork freelance marketplace. With this new integration, Jira users can now click a button and get a pre-populated form to submit to Upwork’s marketplace. This feature will likely appeal to small businesses that often have a backlog of feature requests and bug fixes they never get to. This is not the first time Atlassian and Upwork have partnered around JIRA. Upwork clients can already link their JIRA tickets to an Upwork account to allow freelancers to track their time, for example. Clients can also use Upwork’s messaging feature to receive updates when a freelancer checks in code to Bitbucket, for example, or update a JIRA ticket.
2014. Zoho Support integrated with Zoho Creator
Online help desk software Zoho Support is now integrated with online database tool Zoho Creator. The integration enables to create, update or fetch information from Zoho Support to Zoho Creator. To suit your business process, you can build custom modules for the Zoho Support application. You could even bring information into your Zoho Creator custom app to build reports and collaborate with other users. For instance, in your Zoho Creator Order Management app. Your customers can report complaints and a ticket will instantly get created in Zoho Support. The agent can even access the order details empowering him with the relevant information.