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."This service management solution has a good user interface. It helps improve your IT request requirements and makes tracking requests easier."
"The most valuable feature of this solution is that it is user-friendly."
"I think one of the most valuable things is that it's all integrated."
"Compared to other solutions, Jira Service Management is really reasonable regarding price and speed."
"This solution has helped us a great deal in project management tracking and forecasting."
"Jira Service Management has a workflow feature you can configure for your specific requirements. It also lets you efficiently manage service requests with team members."
"JIRA helps integrate Kanban Board features and for this reason what it does it does well."
"Jira gets the basics right in terms of the product backlog and a scrum board teams can use to manage sprint backlogs."
"I don't have the specific details, but I'm aware that Salesforce is used for campaigns, decision-making processes, and order submissions. I'm currently in the learning phase and not familiar with all the details."
"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 three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"It is a stable product."
"We use Salesforce Service Cloud for lead management and opportunity management."
"The product's initial setup phase was straightforward."
"The most valuable feature of the solution is the traceability of actions."
"The solution is a great product. It's hosted on a platform that offers various features, such as email, social media, phone calls, and chatbots. You can connect with customers through any of these channels."
"JSM's ability to handle large volumes of emails isn't great."
"The price is a point of contention for me. It does overall work out as a significant amount of money that will be spent over a shorter period of time."
"Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive."
"The initial setup is very complex."
"In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems."
"The documentation needs improving, it's difficult to find specific procedures."
"I think the performance can be better."
"Initially, as a completely new user, the interface was not very user-friendly, with many cluttered options."
"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."
"The product's high price is an area of concern where improvements are required."
"There is room for improvement in pricing."
"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."
"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."
"The pricing for what Salesforce Service Cloud offers is not great."
"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."
"The integrations with other solutions can 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.
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.
