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."The product is not lacking anything that a QA will want to use."
"This service management solution has a good user interface. It helps improve your IT request requirements and makes tracking requests easier."
"The platform is easy to use."
"The automations will really help the company by delegating work the way your company operates."
"In Jira Service Management, the most beneficial features are process improvement, workflows, and escalations."
"The dashboards are nicely laid out."
"This is the most complete and versatile enterprise task management product and issue tracker."
"JSM's best feature is the integration with other Jira products."
"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."
"The interface is quite user-friendly."
"The complexity of the solution is very less."
"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."
"An improvement they could add is a better management dashboard. We only use the dashboard for the administration mode. We have a dashboard that reports the state of bugs or requirements. However, customers can only view requests that they made. We are not able to share a dashboard with our manager level customers to show them all of the requests in a quick dashboard."
"The solution should be more formalized. It could be more user-friendly."
"In the Turkish market, the biggest problem is that they are looking for a server type of solution, but when it comes to Jira Service Management, Atlassian is a remote type of license. There are just two different options, data center and cloud."
"Integration could be improved."
"We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better."
"The documentation needs improving, it's difficult to find specific procedures."
"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."
"The way it handles subtasks can be improved. We would really like the ability to have different types of subtasks. If we have a user story for a feature, we would like to have a subtask for documentation, a subtask for requirements, a subtask for development, and a subtask for testing. Right now, we just make four subtasks, but there is no way to specify their type, so we have to add a custom field to specify what type of work is this. It just means you've got to look at more data. For logging time or time tracking, we would like to have something using which we can define the work type we're doing. We would like to log whether we're working on a bug, a new development, scope change, or rework. We've got a user story for which we do the dev, and then we have to do more dev. It is the same story, but some of it could have been a scope change, and some of it could be a rework because we either screwed up the first time or missed something obvious. Currently, we have to have a custom field and track that separately. It would be nice to have some kind of work type for logging time."
"Salesforce Service Cloud's report functionality could be improved."
"The pricing of the solution can be made cheaper."
"The pricing for what Salesforce Service Cloud offers is not great."
"The main concern for me revolves around the speed of certain integrations."
"There is room for improvement in pricing."
"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 documentation could be improved."
"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
JIRA Service Management is ranked 2nd in Help Desk Software with 36 reviews while Salesforce Service Cloud is ranked 9th in Help Desk Software with 11 reviews. JIRA Service Management is rated 8.2, while Salesforce Service Cloud is rated 8.6. The top reviewer of JIRA Service Management writes "It lets you configure workflows and manage requests; it has a dashboard for monitoring". On the other hand, the top reviewer of Salesforce Service Cloud writes "Helped address customer complaints and aligned my company with the industry's best practices". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and TOPdesk, whereas Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, Vlocity, BSI and SAP Service Cloud. See our JIRA Service Management vs. Salesforce Service Cloud report.
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