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Opsgenie vs Salesforce Service Cloud comparison

Atlassian and Salesforce are both solutions in the IT Alerting and Incident Management category. Atlassian is ranked #2 with an average rating of 8.3, while Salesforce is ranked #6 with an average rating of 8.3. Atlassian holds a 14.7% mindshare in IMS, compared to Salesforce’s 0.6% mindshare. Additionally, 100% of Atlassian users are willing to recommend the solution, compared to 96% of Salesforce users who would recommend it.
Opsgenie
Read 14 Opsgenie reviews
  • 1,630 Views
  • 1,088 Comparison Views
100% willing to recommend
Salesforce Service Cloud
Read 53 Salesforce Service Cloud reviews
  • 28 Views
  • 12 Comparison Views
96% willing to recommend
 

Comparison Buyer's Guide

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Executive SummaryUpdated on Jan 2, 2025

Salesforce Service Cloud and Opsgenie are contenders in the customer relationship management and IT service management automation categories, respectively. Salesforce Service Cloud seems to have the advantage in CRM features, while Opsgenie excels in alert management and integration capabilities.

Features: Salesforce Service Cloud provides a customizable CRM platform with automation tools, seamless integration capabilities, and a robust Service Console. It includes a Knowledge Base and customer community features. Opsgenie specializes in alert management, on-call rotation scheduling, and integrates well with monitoring tools, allowing for precise incident response and management.

Room for Improvement: Salesforce Service Cloud requires enhancements in mobile app stability, email integration, and reporting functionalities. Opsgenie could benefit from a more intuitive user interface, improved documentation, and smoother incident management features to enhance its service offering.

Ease of Deployment and Customer Service: Salesforce Service Cloud supports public cloud and hybrid deployments, generally receiving positive feedback for customer service and technical support. Opsgenie offers flexible deployment options, including on-premises and private cloud, with support that is regarded as adequate but can improve response times and overall customer service experience. Both platforms have active user communities providing additional support.

Pricing and ROI: Salesforce Service Cloud is perceived as expensive, ideal for large enterprises with flexible pricing based on features and user count, offering significant ROI through enhanced productivity. Opsgenie offers more affordable, clear per-user pricing tiers, making it suitable for various business sizes, and it is cost-effective for alert management, though some view it as costly given its scope.

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Buyer's Guide
Opsgenie vs. Salesforce Service Cloud
June 2025
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Review summaries and opinions

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

Categories and Ranking

Opsgenie
Ranking in IT Alerting and Incident Management
2nd
Average Rating
8.0
Reviews Sentiment
7.3
Number of Reviews
14
Ranking in other categories
No ranking in other categories
Salesforce Service Cloud
Ranking in IT Alerting and Incident Management
6th
Average Rating
8.4
Reviews Sentiment
7.2
Number of Reviews
53
Ranking in other categories
CRM Customer Engagement Centers (2nd), Help Desk Software (4th), Knowledge Management Software (3rd)
 

Mindshare comparison

As of June 2025, in the IT Alerting and Incident Management category, the mindshare of Opsgenie is 14.7%, down from 24.1% compared to the previous year. The mindshare of Salesforce Service Cloud is 0.6%, up from 0.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Alerting and Incident Management
 

Featured Reviews

Syed Mohammad Arshad - PeerSpot reviewer
The price is competitive and it's easy to use and configure
We are using the cloud version of Atlassian products now, but I think the Data Center version we used earlier was much more user-friendly. There are lots of limitations in the cloud version The add-on or features that work with the Data Center versions are not compatible with the cloud version. Opsgenie fits on top of the base application, which is Jira Service Management. Jira Service Management is an investigation. Previously, we had Jira Service Management and PagerDuty running on top of that. Now, Opsgenie is bundled as a part of JSM. However, when we switched to the cloud version, many of the features have become a bit complicated compared to the Data Center version I had used for years. It might be due to an architectural change or some other reason: Also, it would be nice if Opsgenie had the ability to import rosters from other sources like you can do in PagerDuty.
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ChanchalSaxena - PeerSpot reviewer
High scalability with good plugins and excellent customer visibility
The solution should improve: 1. Reports & dashboard - The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license. 2. Einstein has limited capabilities, and it suggests the analysis by predefined algorithms - but in a practical scenario, businesses need to ask real-time questions, and AI products should be capable of delivering the exact answers. Generic answers may not be effective.
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Quotes from Members

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

Pros

"This is a scalable solution. I would rate it a nine out of ten for scalability."
"Opsgenie is easy to configure and use."
"OpsGenie has many features, such as email notification, SMS notification, roster, tracking of the tickets. Automation, like scripting, is also possible. There are also features for maintaining the history of the tickets and all the solutions related to how it was resolved previously. If there are similar kinds of tickets, we can look at how a person is working on that ticket. If he doesn't have any idea, you can look back at a similar ticket and solve it as the previous person did it."
"We can rely on the product to organize our schedules. We don't have to think about who will be next on-call. The system already gives us the answer. We don't have to waste time organizing how people are going to be covering each of their rotations. There's also an override option. So, it's easy to reschedule or reorganize our schedules when someone goes on vacation or when someone is on sick leave."
"The rotation and scheduling are beneficial."
"The integration feature is the most valuable. It provides a lot of customizations for the integrations we use."
"Opsgenie has streamlined our communications and alerting."
"The most valuable feature is the ability to automatically create a ticket for the support team when there is an alert."
More Opsgenie pros
"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 most valuable feature of Salesforce Service Cloud is its ease of use."
"It is a stable product."
"The plug-ins that work with other standard systems have made the product industry-ready."
"We are very happy with the support team from Salesforce."
"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 interface is quite user-friendly."
"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."
More Salesforce Service Cloud pros
 

Cons

"When I needed to add the fourth guy to the on-call rotation, I had trouble finding the option in Opsgenie where I can add the new user. It took me some time to figure out because it it was very small. You have a pencil icon that you need to click, but it was so small and in a place that wasn't so obvious, so this is an area for improvement in the solution. I couldn't find the icon myself and my manager had to show me where it is. Opsgenie needs to be more user-friendly, particularly when it comes to finding the "Add New Users" option in the on-call rotation feature. Other than that, the solution was very easy to use, and you can see both the open and closed alerts."
"We are using the cloud version of Atlassian products now, but I think the Data Center version we used earlier was much more user-friendly. There are lots of limitations in the cloud version The add-on or features that work with the Data Center versions are not compatible with the cloud version."
"They could introduce many more features."
"The solution has room for improvement by providing bundle pricing with other products that are frequently used together from Atlassian."
"The installation of other applications is difficult in Opsgenie. I would like to see more flexible reporting methodologies. Scalability and pricing also need to be improved."
"The handshake with the monitoring tools can also be improved. When there were a bunch of alerts or the number of alerts was more than a thousand in a minute, OpsGenie wasn't able to handle everything properly. The handshake issues were there."
"I would like to see improvements in reporting capabilities that could provide additional value."
"In a future release, we would like to receive alerts when a specific threshold is reached and to escalate the reason for that alert."
More Opsgenie cons
"The governor limits are a troubling feature of Salesforce"
"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."
"The support team is limited and does not typically go above and beyond like some companies. Unless you have premium support, assistance is restricted."
"There is room for improvement in pricing."
"Since customization can increase the cost from an implementation standpoint, we focus on showcasing Service Cloud's built-in features and possibilities."
"The solution could continue improving its artificial intelligence capabilities."
"The solution's integration with the main ERP is a little cumbersome."
More Salesforce Service Cloud cons
 

Pricing and Cost Advice

"Integration with other solutions is one of the most valuable features of Opsgenie."
"In the company I'm working for, currently, we are using the standard edition of Opsgenie. We're paying around $3,000 a month. It's a bit expensive compared to the other tools we use for different purposes. We find it a bit expensive because although Opsgenie is a complete tool for monitoring, it does not provide us with everything."
"I rate Opsgenie eight out of 10 for affordability. Opsgenie is on the cheaper side, and it fits our budget. I estimate the license costs around $400 to 500 annually for 15 users. The price is available on the internet. It's a standard, straightforward price."
"The pricing is fine. I would rate the pricing a six out of ten, with one being high price and ten being low price."
"The pricing is on the lower side; I would rate it a six out of ten, with ten being low price, which indicates good affordability."
"I'm not the person who dealt with Opsgenie in terms of pricing, and I don't know how the solution compares to other solutions in the market, price-wise. I won't be able to say if it gives you the best value for money or not, but if Opsgenie gives good value for money, then I don't see a reason why you shouldn't use it."
"The cost of the solution depends on the package you select and is per user."
"From the pricing perspective, they are on the higher side as compared to other competitors."
More Opsgenie pricing and cost advice
"The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product."
"The tool is pretty expensive."
"Salesforce Service Cloud is a highly expensive solution"
"Salesforce is very cost-effective."
"I believe that in our country, Colombia, we utilize this platform for the Latin American region. In terms of expenses, it's somewhat higher compared to other products. I would rate it as expensive and nine out of ten."
"Salesforce is not a cheap product. It can be expensive."
"Salesforce Service Cloud is a bit expensive."
"Only enterprise businesses can afford the solution, and small companies cannot afford it."
More Salesforce Service Cloud pricing and cost advice
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Top Industries

By visitors reading reviews
Computer Software Company
30%
Financial Services Firm
9%
Media Company
7%
Manufacturing Company
6%
Financial Services Firm
18%
Computer Software Company
12%
Manufacturing Company
9%
Educational Organization
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about Opsgenie?
That clarity, visibility, scheduling, and the management of on-call schedules, as well as tracking SLA breaches and workload, are key reasons to utilize Opsgenie.
See all answers
What is your experience regarding pricing and costs for Opsgenie?
The pricing is on the lower side; I would rate it a six out of ten, with ten being low price, which indicates good affordability.
See all answers
What needs improvement with Opsgenie?
Initially, Opsgenie had bidirectional integration with Jira Service Management, but that functionality has been scaled back. Previously, Opsgenie was adept at managing incidents within its ecosyste...
See all answers
What is your experience regarding pricing and costs for Salesforce Service Cloud?
The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.
See all answers
What needs improvement with Salesforce Service Cloud?
The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM ( /products/sap-crm-reviews ), which is much cheaper.
See all answers
What is your primary use case for Salesforce Service Cloud?
I used Salesforce Service Cloud ( /products/salesforce-service-cloud-reviews ) for our sales agents to track visits, gather feedback from customers, and capture orders.
See all answers
 

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Product Reports

Buyer's Guide
Opsgenie
June 2025
Opsgenie reportDownload Opsgenie product report
Buyer's Guide
Salesforce Service Cloud
May 2025
Salesforce Service Cloud reportDownload Salesforce Service Cloud product report
 

Also Known As

No data available
Service Cloud
 

Overview

Users are empowered to manage their contact details and notification preferences in a single location, hence the administrators don't have to maintain this information at each application. OpsGenie is a cloud based service with reliable, distributed architecture that is replicated in multiple data centers, and monitored around the clock. The lifecycle for each alert, notifications, actions taken by users, are recorded and reported to enable admins to easily analyze what happened. No more wasting time, digging up log files. No more finger pointing.

Most enterprises employ multitude of tools for IT management: for monitoring, ticketing, configuration and change management, etc. Although each of these tools may be individually capable of sending notifications via email or SMS, it is a burden for administrators to maintain the same information in each of these multiple, disparate systems. 

OpsGenie enables organizations to consolidate notification management into a single management system. OpsGenie enables users to maintain their own contact details and preferences in one place, eliminating duplication of data, reducing administrative overhead.

Atlassian

Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.

Salesforce
 

Sample Customers

2500+ customers including Yahoo, Politico, Dynatrace, Looker, Solarwinds, Overstock, Oregon State University, Glassdoor, Cloudticity, Unbounce, Bleacher Report
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
Buyer's Guide
Opsgenie vs. Salesforce Service Cloud
June 2025
Free Report: Opsgenie vs. Salesforce Service Cloud
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