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 makes the IT department more transparent and helps the employees."
"Compared to other solutions, Jira Service Management is really reasonable regarding price and speed."
"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."
"JIRA SD also helps for much better feedback on the work being done. All colleagues can see what is happening."
"The customer portal allows users to register tickets themselves."
"Auditing team uses this solution to track audit findings and follow-up."
"JIRA helps integrate Kanban Board features and for this reason what it does it does well."
"Developing processes is easy and user-friendly."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"The complexity of the solution is very less."
"The most valuable feature of Salesforce Service Cloud is its ease of use."
"The interface is quite user-friendly."
"We use Salesforce Service Cloud for lead management and opportunity management."
"It's a cloud tool, so it is easy to set up."
"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 product's initial setup phase was straightforward."
"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."
"We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better."
"It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence."
"The product does not have the capability to sort queued tickets by product. This would be useful in making workflows more efficient."
"Currently lacks an asset management module that can affect deployment."
"Jira Service Management should be more user-friendly."
"The solution needs to be integrated better with Office X5."
"We have tried exporting some of the test cases into Jira from Excel. The interface for that isn't very user-friendly."
"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"Salesforce Service Cloud's report functionality could be improved."
"The product's high price is an area of concern where improvements are required."
"The pricing for what Salesforce Service Cloud offers is not great."
"The pricing of the solution can be made cheaper."
"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."
"Knowledge Management platform could use some intelligence improvements. Data mining techniques for recommending the most relevant knowledge articles would be beneficial. Currently, that selection process is more administrative. AI could be used here."
"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."
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.
See our list of best Help Desk Software vendors.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.