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 scales well."
"The most valuable feature of this solution is that it is user-friendly."
"One of the best things about JIRA is that it searches for answers while questions are being typed so some tickets do not need to be submitted."
"The product is not lacking anything that a QA will want to use."
"The initial setup is straightforward."
"Transparency of the system helps both internal and external persons involved."
"This is a flexible tool for logging and tracking issues efficiently."
"The initial setup is pretty easy."
"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 most valuable feature of the solution is the traceability of actions."
"Salesforce Service Cloud is a user-friendly and flexible CRM tool that provides good accessibility and security."
"There is an out-of-the-box feature for reporting and analytics"
"The product's initial setup phase was straightforward."
"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."
"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."
"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."
"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."
"JIRA Service Management could improve the forms. When you complete the form for the ticket, for example, to have more information given to the team. If they needed this information, you can give it to them. They need to add additional information for a better understanding of the whole picture of the issue or problem."
"JSD has some analytics, but it's pretty much basic and simple dashboards. There's no mobile application for JSD. It really would benefit from better implementation with other vendors. We're heavily reliant on some external marketplace applications."
"There is room for improvement in support."
"The performance in cloud service management could be improved."
"Field addition and removal features are not very intuitive in JIRA Service Management."
"JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow."
"The pricing of the solution can be made cheaper."
"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 solution’s user interface could be improved."
"The solution’s user interface could be improved and enhanced."
"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."
"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 product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"The main concern for me revolves around the speed of certain integrations."
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, Freshdesk, BMC Helix ITSM 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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