What users are saying about
4 Ratings
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Top Rated
291 Ratings
4 Ratings
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Score 9 out of 100

Salesforce Service Cloud

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Top Rated
291 Ratings
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Score 7.8 out of 100

Likelihood to Recommend

365Ticketing

I would recommend 365Ticketing to anyone who is finding it difficult in managing customer service tickets and tasks using their legacy software. This is the ultimate solution for all of your ticketing management, respecting deadlines and being on top of your deliverables. It is highly versatile and effective in helping you keep tabs on everything from a management perspective as well. 365Ticketing might be less appropriate when you are working internally among your team with fewer client communications - where you want a effective document store and the ability to reference / design and build out flow charts, tech stack diagrams etc. for your typical software / web application development.
Darshil Shah | TrustRadius Reviewer

Salesforce Service Cloud

[Salesforce Service Cloud] is well suited for organizing and digitizing Sales and Operations management of the company. It aptly captures customer data, opportunities, projects in pipelines description and could also be embedded with CMS (Contract management System). It's really useful to the extent of managing Item customer level forecast to precisely assist capacity and rough cut capacity planning.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

365Ticketing
8.0
Salesforce Service Cloud
7.2
Organize and prioritize service tickets
365Ticketing
7.0
Salesforce Service Cloud
7.7
Expert directory
365Ticketing
8.0
Salesforce Service Cloud
6.7
ITSM collaboration and documentation
365Ticketing
8.0
Salesforce Service Cloud
7.0
Ticket creation and submission
365Ticketing
8.0
Salesforce Service Cloud
7.6
Ticket response
365Ticketing
9.0
Salesforce Service Cloud
7.4
Subscription-based notifications
365Ticketing
Salesforce Service Cloud
7.0

Self Help Community

365Ticketing
9.0
Salesforce Service Cloud
6.7
Internal knowledge base
365Ticketing
9.0
Salesforce Service Cloud
6.8
External knowledge base
365Ticketing
Salesforce Service Cloud
6.7

Multi-Channel Help

365Ticketing
9.0
Salesforce Service Cloud
7.3
Email support
365Ticketing
9.0
Salesforce Service Cloud
7.6
Customer portal
365Ticketing
Salesforce Service Cloud
6.7
IVR
365Ticketing
Salesforce Service Cloud
6.8
Social integration
365Ticketing
Salesforce Service Cloud
7.7
Help Desk CRM integration
365Ticketing
Salesforce Service Cloud
7.6

Pros

365Ticketing

  • It helps in respecting deadlines of the client by effectively managing the tasks as per their priority and due date.
  • Resolves difficulty in effective organization of a zillion tickets that we usually receive for system upgradation.
  • Helps our team be productive and focus on what is important i.e. working on client tasks.
  • Easy to use and scalable.
  • Effective in measuring the utilization and productivity of the team.
Darshil Shah | TrustRadius Reviewer

Salesforce Service Cloud

  • Super fast set-up of the service from design through to production.
  • Robust method of release management from sandbox, to test, to production.
  • User access controls can be fine grain, which is great for GDPR requirements, limiting access to only necessary data.
  • Simple api integrations with other third party systems
  • Broad range of features and functionality
  • Einstein search features provides faster information mining for our agents as they help to resolve customer requests.
Gordon Dalgleish | TrustRadius Reviewer

Cons

365Ticketing

  • User Interface can be designed [to be] a little more intuitive
  • Personalization can be used to help user focus on the tasks they are proficient in, e.g. letting the network admin know what pending and unassigned tickets are related to their field when they are almost caught up with their existing work.
  • Effective timeline management feature can be added to make the tool more comprehensive.
Darshil Shah | TrustRadius Reviewer

Salesforce Service Cloud

  • Incredibly complex to set up and configure.
  • Multiple points of potential failure.
  • Things Desk.com did out-of-the-box require customized code and components in Service Cloud.
  • Front-facing community is extremely difficult to configure and comes with many limitations.
  • No help is provided by Salesforce without expensive Premiere Support plans.
  • Expensive! Hidden costs and development costs are going to make Service Cloud far more expensive than almost any other Help Desk provider out there.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

365Ticketing

No score
No answers yet
No answers on this topic

Salesforce Service Cloud

Salesforce Service Cloud 9.6
Based on 4 answers
Professional edition works best for a small company with lower call volumes and is very useful but as you grow exponetially I think it has limited ability to do all the things we want to - SLA management, defect, release management to name a few. Reports and dashboards being available in real time.
Anonymous | TrustRadius Reviewer

Usability

365Ticketing

No score
No answers yet
No answers on this topic

Salesforce Service Cloud

Salesforce Service Cloud 8.4
Based on 11 answers
I had Salesforce experience prior to using Service Cloud which made it a little easier to learn and navigate, but overall my team (some who had no Salesforce experience) caught on very quickly and found Service Cloud to be easy to use.
Anonymous | TrustRadius Reviewer

Reliability and Availability

365Ticketing

No score
No answers yet
No answers on this topic

Salesforce Service Cloud

Salesforce Service Cloud 8.7
Based on 7 answers
Salesforce has a more than 99% uptime rate and Salesforce Service Cloud is no exception. I have never had any issues experiencing outages or service degradation when it comes to using the Service Cloud product (that I can remember). Always reliable and easy to use, I would recommend this product as your go-to for helpdesk, service desk, incident management, call center, and other business process needs.
Anonymous | TrustRadius Reviewer

Performance

365Ticketing

No score
No answers yet
No answers on this topic

Salesforce Service Cloud

Salesforce Service Cloud 8.6
Based on 7 answers
There are issues with page load performance and database performance for sure, but we are a very complex setup with a lot of automation and processing for 2000+ users so this is not surprising. We are also global, so the issue with distance from the regional servers is a problem.
Hans Hong | TrustRadius Reviewer

Support Rating

365Ticketing

No score
No answers yet
No answers on this topic

Salesforce Service Cloud

Salesforce Service Cloud 7.2
Based on 29 answers
It depends on what support package you buy from Salesforce. That can be good or bad. It's highly flexible to your needs pricing wise. If you have devs on staff then don't buy support. If you don't, then sfdc offers support for a cost.
Anonymous | TrustRadius Reviewer

Alternatives Considered

365Ticketing

The 365Ticketing tool seems to be a good option for us compared to alternatives that we have used up till now - primarily because it has the right number of features that are required for effective ticket management, not too many to overwhelm our platform admin and team and not too few where we would have do most of the organizational tasks. It has got everything you would need for collaborating with your customer effectively and be always on top of your game in helping your clients with all they need.
Darshil Shah | TrustRadius Reviewer

Salesforce Service Cloud

I have used Microsoft Dynamics in the past and I feel that Salesforce compares positively to it. While both software offers cloud based service and a mobile app, Microsoft Dynamics doesn't support integration with Gmail. One of the reasons we like Salesforce so much is that it can integrate with your email.
Anonymous | TrustRadius Reviewer

Return on Investment

365Ticketing

  • Increase in organizational abilities.
  • Increased adherence to customer's SLAs and deadlines due to tasks prioritization.
  • Effectively collaborate with customer on a single platform.
Darshil Shah | TrustRadius Reviewer

Salesforce Service Cloud

  • Probably negative due to the cost of Salesforce. We haven't seen a return on the sales side yet to really justify the costs.
  • On the positive side, it's nice to manage opportunities from cases and cases from opportunities.
  • Our data has never been more organized and in better shape, though it's a constant battle!
Jonathan Tanis | TrustRadius Reviewer

Screenshots

Pricing Details

365Ticketing

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

365Ticketing Editions & Modules

Edition
365Ticketing$171
  1. user/month
Additional Pricing Details

Salesforce Service Cloud

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Salesforce Service Cloud Editions & Modules

Additional Pricing Details

Rating Summary

Likelihood to Recommend

365Ticketing
9.0
Salesforce Service Cloud
7.3

Likelihood to Renew

365Ticketing
Salesforce Service Cloud
9.6

Usability

365Ticketing
Salesforce Service Cloud
8.4

Reliability and Availability

365Ticketing
Salesforce Service Cloud
8.7

Performance

365Ticketing
Salesforce Service Cloud
8.6

Support Rating

365Ticketing
Salesforce Service Cloud
7.2

Online Training

365Ticketing
Salesforce Service Cloud
9.0

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