We performed a comparison between Ivanti Service Desk [EOL] and Salesforce Service Cloud based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The most valuable features of the Ivanti Service Desk are service requests and incident management."
"The best feature is that SLAs are automatically tracked, so when we breach something, we can set up email escalations as well."
"The tool supports a lot of standard reporting KPIs."
"Incident management is a valuable feature."
"It is highly configurable with PinkVERIFY status."
"The initial setup was quite simple; installing just took a few minutes."
"Ivanti offers us the flexibility to transform it from purely an internal IT tool to something we can use across multiple departments. There's now a queue of departments waiting to onboard and get their processes built. The flexibility within the workflow is excellent."
"Incident management and service request management features are the most valuable."
"It is a stable product."
"We use Salesforce Service Cloud for lead management and opportunity management."
"The most valuable feature of the solution is the traceability of actions."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"I don't have the specific details, but I'm aware that Salesforce is used for campaigns, decision-making processes, and order submissions. I'm currently in the learning phase and not familiar with all the details."
"It's a cloud tool, so it is easy to set up."
"The plug-ins that work with other standard systems have made the product industry-ready."
"The most valuable feature of Salesforce Service Cloud is its ease of use."
"When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process."
"The mobile service is minimal and doesn't provide sufficient capabilities."
"Ivanti Service Desk could improve the GUI because it is not as good as other solutions, such as BMC or ServiceNow. If Ivanti Service Desk works on the GUI and makes it more user-friendly, and its content more attractive it might help the solution in the long run."
"You have limited ability to customize how Ivanti renders. It's a fairly strict design that doesn't offer you much freedom to alter the rigid, two-column layout on the screen. You can choose between one column or two, but that's about it. The presentation is probably the biggest weakness."
"The interface can be improved. It can be made more interactive for self-service users."
"The documentation for migration which includes migration from one version to another or cloud to on-premises is not available in detail. There is no proper planning on metadata updates. I am not able to do the data movement with the package push."
"You must be very technical to configure it."
"The administrative side of it could be a little more intuitive. This is the side that you use to do customizations. It is very customizable, but it could be a bit more intuitive and user-friendly. Their support can also be better in terms of response time. Currently, their response time is a little slow."
"Salesforce Service Cloud's report functionality could be improved."
"The integrations with other solutions can be improved."
"The main concern for me revolves around the speed of certain integrations."
"The pricing for what Salesforce Service Cloud offers is not great."
"The product's high price is an area of concern where improvements are required."
"The documentation 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 of the solution can be made cheaper."
Ivanti Service Desk [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software with 8 reviews while Salesforce Service Cloud is ranked 8th in Help Desk Software with 42 reviews. Ivanti Service Desk [EOL] is rated 7.6, while Salesforce Service Cloud is rated 8.6. The top reviewer of Ivanti Service Desk [EOL] writes "Beneficial connectors, useful service requests, and setup straightforward". On the other hand, the top reviewer of Salesforce Service Cloud writes "High scalability with good plugins and excellent customer visibility". Ivanti Service Desk [EOL] is most compared with ServiceNow, Cherwell Service Management, JIRA Service Management and Freshservice, whereas Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, JIRA Service Management, Vlocity and BSI.
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