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."JIRA SD also helps for much better feedback on the work being done. All colleagues can see what is happening."
"Easily integrates with other tools."
"JIRA helps integrate Kanban Board features and for this reason what it does it does well."
"We have an Agile environment and using Jira makes it easy to adhere to Agile best practices."
"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."
"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."
"The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I can see my test coverage and all that kind of stuff. The integration between these three is very useful. It is pretty customizable, and it integrates well. There are a lot of add-ins and a lot of connectors to third-party products. In my last company, we used Test Royal for managing all the tests, and it integrated perfectly with that. For any issue or bug, we could see what tests have been run and the complete history of the tests."
"The stability of JIRA Service Management is good."
"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 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 most valuable feature of Salesforce Service Cloud is its ease of use."
"It's a cloud tool, so it is easy to set up."
"It is a stable product."
"We use Salesforce Service Cloud for lead management and opportunity management."
"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 is a user-friendly and flexible CRM tool that provides good accessibility and security."
"It is difficult to navigate if you don't have any prior knowledge."
"The pricing could be better."
"If JIRA were more of a substantial stand-alone product that covered more needs for project management, we wouldn't be using a suite of products."
"The solution should be more formalized. It could be more user-friendly."
"JSM's ability to handle large volumes of emails isn't great."
"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 rate Atlassian support two out of 10. It takes a lot of time to reach them and get ahold of someone who understands my problem enough to provide a solution. Also, I live in Israel, so my work week is Sunday through Thursday, but I can only contact them from Monday to Wednesday."
"We have tried exporting some of the test cases into Jira from Excel. The interface for that isn't very user-friendly."
"The documentation could be improved."
"The governor limits are a troubling feature of Salesforce"
"The pricing of the solution can be made cheaper."
"The main concern for me revolves around the speed of certain integrations."
"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."
"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."
"Salesforce Service Cloud's report functionality could be improved."
"The solution’s user interface could be improved."
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, 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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