We performed a comparison between JIRA Service Management and Salesforce Service Cloud based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."Developing processes is easy and user-friendly."
"A good organizational tool."
"The customer portal with connection with our knowledge base has been most valuable."
"We have an Agile environment and using Jira makes it easy to adhere to Agile best practices."
"The most valuable feature of JIRA Service Management is a plugin we are using for the front end for simple user forms."
"It makes the IT department more transparent and helps the employees."
"The solution offers lots of information on the website to assist with technical queries. There are also many community sites to help you troubleshoot any problems."
"JIRA Service Management is a very user-friendly solution."
"There is an out-of-the-box feature for reporting and analytics"
"It's a cloud tool, so it is easy to set up."
"The product's initial setup phase was straightforward."
"Salesforce Service Cloud offers several notable features. It includes robust case routing, escalation capabilities, entitlement mapping, and entanglement rules. Additionally, it supports Computer Telephone Integration (CTI), which allows for automatic case generation when a call is made to a designated number."
"The complexity of the solution is very less."
"The plug-ins that work with other standard systems have made the product industry-ready."
"It is a stable product."
"Salesforce Service Cloud is a user-friendly and flexible CRM tool that provides good accessibility and security."
"JSM's ability to handle large volumes of emails isn't great."
"It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence."
"The product could improve its asset management."
"Integration possibilities with other products that are not Atlassian would be helpful. Support should also provide separate installation guides for each product even though they are easy to install."
"Integration could be improved."
"Every time there's a problem with JIRA Service Management, you have to have a look at how to solve it, and there's always a feature request or the feature request on the solution is too large and the development cycles are too slow."
"Jira Service Management should be more user-friendly."
"Field addition and removal features are not very intuitive in JIRA Service Management."
"There is room for improvement in pricing."
"The main concern for me revolves around the speed of certain integrations."
"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."
"The solution’s user interface could be improved."
"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"The pricing for what Salesforce Service Cloud offers is not great."
"Salesforce Service Cloud's report functionality could be improved."
"We've started using a couple of AI engines. I believe there's room for improvement there. For instance, when an agent receives a message like "My order is stuck midway, and the delivery guy isn't responding," there should be a pre-populated recommended response on the agent's screen. Instead of crafting a custom reply or searching through knowledge articles to find the delivery guy's contact, this should be the process."
JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews while Salesforce Service Cloud is ranked 8th in Help Desk Software with 43 reviews. JIRA Service Management is rated 8.2, while Salesforce Service Cloud is rated 8.6. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of Salesforce Service Cloud writes "High scalability with good plugins and excellent customer visibility". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and HaloITSM, whereas Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, Vlocity, BSI and BMC Helix ITSM. See our JIRA Service Management vs. Salesforce Service Cloud report.
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