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."JSM's best feature is the integration with other Jira products."
"Jira Service Management is flexible. It is easy to navigate without requiring extra learning. The user experience has been good."
"I think one of the most valuable things is that it's all integrated."
"The simplicity is good for our clients. The price is good."
"I'm mainly working in the ITSM module of JIRA Service Management, and the integration between the system incident and how you can link all the records to the change makes it quite powerful."
"It makes the IT department more transparent and helps the employees."
"What I really like about this solution, is how it manages the queues, the tickets and the routing."
"The initial setup is easy and straightforward."
"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."
"The complexity of the solution is very less."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"The most valuable feature of Salesforce Service Cloud is its ease of use."
"The plug-ins that work with other standard systems have made the product industry-ready."
"The product's initial setup phase was straightforward."
"It’s feasible to configure the platform according to the specific processes utilised. Customization of the platform could be carried out based on the techniques we employ."
"The interface is quite user-friendly."
"The solution should be more formalized. It could be more user-friendly."
"Jira Service Management should be more user-friendly."
"I'd like to update the dashboard so that more features are available."
"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."
"This solution lacks features for project management."
"Lacks an interface where the customer can report issues."
"JIRA Service Management could include more AI features."
"The search function could be improved. We have to search a certain way. There is no generic search; it is more object-oriented search."
"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."
"There is room for improvement in pricing."
"The documentation could be improved."
"The integrations with other solutions can be improved."
"The pricing of the solution can be made cheaper."
"One minor drawback is that its implementation requires some preparation. It's not something you can implement instantly; it takes time. The only issue I've encountered is that you need to ensure the implementation is done properly, which can be time-consuming. So, it requires some time and attention."
"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."
JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews while Salesforce Service Cloud is ranked 9th in Help Desk Software with 39 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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