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 15.4% mindshare in IMS, compared to Salesforce’s 0.5% 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

1,852 Views
1,240 Comparison Views

100% willing to recommend

Salesforce Service Cloud

Read 53 Salesforce Service Cloud reviews

28 Views
18 Comparison Views

96% willing to recommend

Opsgenie

Salesforce Service Cloud

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.

To learn more, read our detailed Opsgenie vs. Salesforce Service Cloud Report (Updated: April 2025).

Buyer's Guide

Opsgenie vs. Salesforce Service Cloud

April 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

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

Ranking in other categories

CRM Customer Engagement Centers (2nd), Help Desk Software (5th), Knowledge Management Software (2nd)

Mindshare comparison

As of May 2025, in the IT Alerting and Incident Management category, the mindshare of Opsgenie is 15.4%, down from 24.2% compared to the previous year. The mindshare of Salesforce Service Cloud is 0.5%, 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

Vice President - Operations and Client Services at a financial services firm with 11-50 employees

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

Lead Digital Transformation at Kohler Co.

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."

"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."

"Opsgenie has streamlined our communications and alerting."

"One of the features my team found valuable in Opsgenie is the alert. There's also the option to install an app on your phone, so even if you don't have any mobile reception, but you're still connected to WiFi, you still get the alerts via the app, not just via phone call or SMS. The combination of both options was very useful because sometimes you have data and you don't have coverage by mobile, or vice versa. To have both options in terms of receiving alerts was very useful. Another valuable feature of Opsgenie is the on-call rotation with alerts. I belonged to a small team of three, then the team expanded into four members where everyone was on a weekly on-call basis, with each team member having a week of being on-call. At first, it was a bi-weekly on-call rotation, then it became once every three weeks, and after that, it was once every four weeks, so the on-call rotation with an alert feature was useful. My previous company had two separate environments, on the cloud and on-premises. My team was in charge of the on-premise environment, so there was a queue for my team with everything in Opsgenie, then the DevOps team had its queue on a group of infrastructure related to the cloud. Each team had its own devices organized in a group that was only managed per team. The on-call rotation was also separated between groups. Opsgenie is a very convenient solution for both teams in my previous company."

"The most valuable feature is the ability to automatically create a ticket for the support team when there is an alert."

"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."

"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."

"I am a Jira admin. The best feature for me is that I do not need to write different code when I integrate with multiple applications. OpsGenie made it easier for me. All I need to do is create a field and give a value. I need to set the parameters and give a value. I can write only one script so that it directly interacts with my Jira and feeds all the data."

More Opsgenie pros

"The complexity of the solution is very less."

"We are very happy with the support team from Salesforce."

"Salesforce Service Cloud is a user-friendly and flexible CRM tool that provides good accessibility and security."

"We use Salesforce Service Cloud for lead management and opportunity management."

"With Salesforce Service Cloud, customers can have end-to-end visibility from inquiry to delivery."

"There is an out-of-the-box feature for reporting and analytics"

"In terms of visibility to my boss and the team, it does help a lot."

"The most valuable feature of Salesforce Service Cloud is its ease of use."

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."

"The solution has room for improvement by providing bundle pricing with other products that are frequently used together from Atlassian."

"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."

"In a future release, we would like to receive alerts when a specific threshold is reached and to escalate the reason for that alert."

"OpsGenie needs to keep up with its competitors in terms of new features and pricing."

"They could introduce many more features."

"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."

More Opsgenie cons

"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."

"The integrations with other solutions can be improved."

"The solution’s user interface could be improved and enhanced."

"The main concern for me revolves around the speed of certain integrations."

"We're seeing a lot of automation and AI enhancements for improvements. This helps answer simple questions without manual intervention, saving time. We can improve by automating more of our solution-building process. Salesforce Service Cloud is a SaaS (Software as a Service) solution. It's constantly evolving, and we're always looking for ways to improve our use. The cloud services we use include CRM (Salesforce), financial (NetSuite), and people (Workday). These services are becoming more automated, with a lot happening in the AI space. We do a lot of modeling ourselves to find answers to questions, and our product team has introduced some AI enhancements."

"Since customization can increase the cost from an implementation standpoint, we focus on showcasing Service Cloud's built-in features and possibilities."

"The pricing of the solution can be made cheaper."

"The pricing for what Salesforce Service Cloud offers is not great."

More Salesforce Service Cloud cons

Pricing and Cost Advice

"Integration with other solutions is one of the most valuable features of Opsgenie."

"The pricing is fine. I would rate the pricing a six out of ten, with one being high price and ten being low price."

"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."

"The solution's prices are exorbitant."

"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."

"From the pricing perspective, they are on the higher side as compared to other competitors."

"The cost of the solution depends on the package you select and is per user."

"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."

More Opsgenie pricing and cost advice

"The price is too expensive."

"Only enterprise businesses can afford the solution, and small companies cannot afford it."

"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 Service Cloud is a bit 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 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."

"The tool is pretty expensive."

More Salesforce Service Cloud pricing and cost advice

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Top Industries

By visitors reading reviews

Computer Software Company

32%

Financial Services Firm

10%

Media Company

Retailer

Financial Services Firm

19%

Computer Software Company

13%

Educational Organization

11%

Manufacturing Company

10%

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

Comparisons

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Compared 49% of the time

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Compared 14% of the time

Everbridge IT Alerting vs Opsgenie

Compared 10% of the time

xMatters vs Opsgenie

Compared 7% of the time

Rootly vs Opsgenie

Compared 6% of the time

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Microsoft Dynamics CRM vs Salesforce Service Cloud

Compared 20% of the time

ServiceNow vs Salesforce Service Cloud

Compared 17% of the time

JIRA Service Management vs Salesforce Service Cloud

Compared 8% of the time

Pega CRM vs Salesforce Service Cloud

Compared 7% of the time

Oracle Fusion Service vs Salesforce Service Cloud

Compared 7% of the time

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Product Reports

Buyer's Guide

Opsgenie

April 2025

Download Opsgenie product report

Buyer's Guide

Salesforce Service Cloud

April 2025

Download 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

April 2025

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