JIRA Service Management vs Salesforce Service Cloud comparison

 

Comparison Buyer's Guide

Executive Summary
 

Categories and Ranking

JIRA Service Management
Ranking in Help Desk Software
2nd
Average Rating
8.2
Number of Reviews
74
Ranking in other categories
IT Service Management (ITSM) (2nd)
Salesforce Service Cloud
Ranking in Help Desk Software
7th
Average Rating
8.4
Number of Reviews
46
Ranking in other categories
CRM Customer Engagement Centers (2nd), Knowledge Management Software (3rd), IT Alerting and Incident Management (6th)
 

Mindshare comparison

As of July 2024, in the Help Desk Software category, the mindshare of JIRA Service Management is 13.5%, up from 12.8% compared to the previous year. The mindshare of Salesforce Service Cloud is 2.7%, up from 1.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
Unique Categories:
IT Service Management (ITSM)
14.1%
CRM Customer Engagement Centers
17.4%
Knowledge Management Software
18.8%
 

Featured Reviews

II
Dec 22, 2022
Anyone can set it up, and it has an automation feature that's not yet available in some competitors
I created one ticket in 2017 and followed up, but there's still no confirmation or resolution for it, and this is an area for improvement in JIRA Service Management. The ticket was about some enhancement to the customer portal that shows the assignee and SLA, but it's still not developed. The view of the customer is still limited. What would make JIRA Service Management better if the ticket had more details, such as resolution time, whether the ticket was breached, etc. What I want to see in JIRA Service Management in the next release is related to add-on features, where if I need a new feature, JIRA requires me to pay for all users when only specific people use that add-on. If only a few users need the reporting feature in JIRA Service Management, I should not have to pay for everyone. I should only pay for the specific users who require reporting.
FabioDoro - PeerSpot reviewer
Jul 9, 2024
Provides good visibility but needs to improve on the reporting side
I have seen that I could benefit a lot from the tool if it was more flexible in creating and dealing with reports. It is kind of a struggle to get a report that shows something you want it to show. At the end of the day, the reporting part is very poor. There is a lot of ground to improve in the area of reporting. I know there are several other different levels of the tool's usage. The reporting part is quite poor. Everything I want to see on how I did something is hard. It is also hard to extract data and create a report outside. It helps a lot but is hard to handle once the data is in it. The struggle to get the data out of the tool or even to use it the way you want can be difficult. You have to use the data in the way Salesforce wants you to use it, and so you have very little flexibility.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"We get software developed faster."
"JIRA helps integrate Kanban Board features and for this reason what it does it does well."
"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."
"​Allows customized processes for our service contracts."
"It has improved our work in a number of ways. First, it has made everything much faster. Before Jira Service Management, it could take weeks to resolve a ticket."
"Compared to other solutions, Jira Service Management is really reasonable regarding price and speed."
"The customization is the most valuable aspect of the solution. I can customize full workflows. It's very flexible. We can use mail if we want to open requests as well."
"I like the precise ticket management capabilities. JIRA Service Management is easy to use as well."
"The plug-ins that work with other standard systems have made the product industry-ready."
"Salesforce Service Cloud is a user-friendly and flexible CRM tool that provides good accessibility and security."
"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."
"The most valuable feature of the solution is the traceability of actions."
"There is an out-of-the-box feature for reporting and analytics"
"It's a cloud tool, so it is easy to set up."
"The most valuable feature of Salesforce Service Cloud is its ease of use."
"The complexity of the solution is very less."
 

Cons

"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."
"Initially, as a completely new user, the interface was not very user-friendly, with many cluttered options."
"I think the performance can be better."
"It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow."
"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."
"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."
"It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)"
"Lacks an interface where the customer can report issues."
"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."
"There is room for improvement in pricing."
"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 documentation 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."
"The integrations with other solutions can be improved."
"The pricing for what Salesforce Service Cloud offers is not great."
 

Pricing and Cost Advice

"The pricing is very competitive and I think that it is okay."
"It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain."
"Costs are about $50 per user per year. JIRA is sold in user tiers of 25, 50, 100, 250, 500, 2000, 10,000, and unlimited users. It is bad when you have 51 users then the price is based on that 100 user tier. Users at 100 will be the most cost effective."
"We need a license because we have a higher number than the free part."
"The license we use is on a yearly basis. As a Solution Partner, we were using the free one and were using the free plugins. We were also giving our own plugins to the Atlassian Solution Partners for free. We don't pay anything to Atlassian."
"For the people like us, the lower the price, the better. But when compared to other competitors, I think it's Jira's price is okay."
"The price of JIRA Service Management could be reduced."
"I rate Service Management four out of 10 for affordability. The price could be better, especially for companies using more than one Atlassian product. It's suitable for SMBs that can afford it. I don't think there's another tool that's both better and cheaper. All help desk tools are relatively expensive."
"The price of the solution depends on how many users need access to it"
"We pay a yearly licensing fee for Salesforce Service Cloud, which is expensive."
"The solution is priced at 50 dollars a month per user."
"Salesforce is not a cheap product. It can be expensive."
"Salesforce Service Cloud is a highly expensive solution"
"The licensing is flexible. Companies pay for what they use. However, a company with very small needs might find it difficult to justify the cost. Overall, it's in the medium price range."
"Salesforce is very cost-effective."
"The tool is pretty expensive."
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Top Industries

By visitors reading reviews
Computer Software Company
19%
Financial Services Firm
10%
Manufacturing Company
7%
Government
7%
Computer Software Company
21%
Educational Organization
15%
Financial Services Firm
13%
Manufacturing Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What is your experience regarding pricing and costs for Salesforce Service Cloud?
Salesforce Service Cloud is a highly expensive solution. I would rate the pricing an eight out of ten. The price is justified by the reputation of the vendor.
What needs improvement with Salesforce Service Cloud?
There are some issues with backend connectivity in Salesforce Service Cloud. For example, connecting it with your phone is troublesome. I expect the backend issues with the solution to get resolved...
What is your primary use case for Salesforce Service Cloud?
Salesforce Service Cloud is used in our organization at the contact center and for presales working processes. The solution enhances customer support in our company by connecting to CRM solutions a...
 

Also Known As

JIRA Service Desk
Service Cloud
 

Overview

 

Sample Customers

mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva
Find out what your peers are saying about JIRA Service Management vs. Salesforce Service Cloud and other solutions. Updated: July 2024.
793,052 professionals have used our research since 2012.