Comparing Zendesk to Service Management

Jonathon Mavin

We currently use Zendesk for our customer facing knowledge base and support ticket system. 

We use JIRA for Dev and projects and we use confluence for documentation and collaboration. 

I've been told JSM is more for ITSM tool...  from what I can find online it looks like it more than meets our needs. 

 

Does anyone have any feedback or comments that I should consider before pushing on with my recommendation to change?

 

Jacob Vu

Hi @Jonathon Mavin

I think it's a good move to go from Zendesk to JSM if you're already in the Atlassian ecosystem. Makes it easier to manage the environments admin-wise instead of (potentially) needing a Jira admin and then a Zendesk admin as well.

Have moved from Zendesk to JSM and it just works easier for us as we were already using Jira Software for dev work.

Jacob