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."It has improved our work in a number of ways. First, it has made everything much faster. Before Jira Service Management, it could take weeks to resolve a ticket."
"We can track, monitor, and get all the details we need from the end-user's point of view for any service request."
"One of the main advantages of JIRA is that it can be customized for our solutions. I live in Iran and we translated some parts of it into Persian and customized it with extra features. We hid other features to customize it right to the point. We provide this solution for our customers."
"The initial setup is easy and straightforward."
"The simplicity is good for our clients. The price is good."
"Jira gets the basics right in terms of the product backlog and a scrum board teams can use to manage sprint backlogs."
"This solution has helped us a great deal in project management tracking and forecasting."
"I think one of the most valuable things is that it's all integrated."
"The interface is quite user-friendly."
"The solution is a great product. It's hosted on a platform that offers various features, such as email, social media, phone calls, and chatbots. You can connect with customers through any of these channels."
"The strength lies in its ability to work cohesively with other systems, creating a centralized hub that enhances efficiency and collaboration across various functionalities within our organization."
"Salesforce Service Cloud is a user-friendly and flexible CRM tool that provides good accessibility and security."
"It's a cloud tool, so it is easy to set up."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"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 most valuable feature of Salesforce Service Cloud is its ease of use."
"Generally requires the purchase of additional plugins."
"The product could improve its asset management."
"JIRA Service could benefit from improvements to its voice support."
"JSM's ability to handle large volumes of emails isn't great."
"The queries are weak and lack advanced functionality. You can do rudimentary queries, but you can't aggregate. You can't filter for a lot of things that would be useful, so you need to use plugins to write writing advanced queries. I run into problems when working with different organizations because they always have restrictions on what kind of plugins they allow."
"The search function could be improved. We have to search a certain way. There is no generic search; it is more object-oriented search."
"It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence."
"The documentation needs improving, it's difficult to find specific procedures."
"The documentation could be improved."
"The integrations with other solutions can be improved."
"The product's high price is an area of concern where improvements are required."
"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."
"The main concern for me revolves around the speed of certain integrations."
"I'm not deeply engaged with this team, so I don't have extensive experience with it. As you mentioned, I haven't used it much yet, so my experience is limited."
"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 pricing of the solution can be made cheaper."
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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