Jira Service Management vs. Salesforce Agentforce Service vs. TeamDynamix IT Service Management (ITSM)

I think using a ticketing system is very easy to use and allows multiple teams to create help desks in the same portal. In terms of internal usage, I think this is a great option. However, suppose you're trying to keep internal items and external helpdesks in the same instance. In that case, this is not ideal, as there is no effective way to separate the two instances to protect internal data better.

Incentivized

I think Service Cloud is best suited for medium to large operations that require both proactive and reactive service. It’s a great fit for post-sales support. However, I wouldn’t recommend it for very small companies because it can be quite costly, and many of the features may go unused. Salesforce also performs best when you have a capable team managing it, so it’s important to consider your organization’s size and readiness before starting. Once you do, I recommend exploring other parts of the Salesforce ecosystem—Service Cloud works even better when integrated with Sales Cloud, since it allows better visibility across teams.

Incentivized

TeamDynamix is great for any organization that has established any kind of support group, whether it's in IT, project management, facilities, etc. This tool can also aid in tracking decision making with its change management abilities. The added knowledge base system is also a huge improvement to any company, as there is now a searchable database of information that use to only live in other people's minds. If you are willing to put the effort and work into the system, it can prove to be a very valuable addition to your toolbelt.

Incentivized

• Integration with many of the most common tools companies are using (Slack, MS Teams, Salesforce, ... etc)
• Natural workflow with Jira (as product development / project management tool) which makes the full fix and follow up of the tickets / issues very easy to follow
• Allow multiple different entry points and work flows for as many different needs your teams / company have

• Email to case is an interesting piece of it. The threading is very strong, sometimes too strong, but it does very well at handling the incoming emails.
• The omnichannel routing, using skill-based routing is really effective.
• Pathing. So making the workflow and helping the team understand what it is that they're trying to do, what they have to accomplish, those step-by-step pieces. That's really helpful.

Incentivized

• Integrates with external systems
• Allows for customized reports
• Provides tools to customize the product to meet your needs

• Navigating through issues outside of a kan ban board can be confusing and task heavy.
• It's easy to clutter up the tool. It could use some easy clean up capabilities.
• User interface is decent, but could use work to make it more intuitive.

Incentivized

• We had a principle initially to try and use Omni as much as we can from the user experience perspective, but have found that fairly restrictive. It was very difficult to actually get the right customer experience and customer engagement going. So we're actually on a journey at the moment to replace all of our Omni with Lightning web components that gives us that flexibility. That's probably one area where we've had some challenges in terms of how we've used the product out of the box.

Incentivized

• Needs the ability to show ticket submitters who owns the ticket
• Needs dark mode
• Clicking on a ticket to manage opens a new window; can get lost with hundreds of open windows without knowing

Incentivized

In the current contect the requirments is around having a tool that is focused and can handle large ticket volumes and tracking incident, problem and user requests concerning end users. Jira has built in functionality to address the above practice needs faily easily and has a substantial amount of customizable reports for generating the relevant intelligence.

Incentivized

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.

If you're used to other tools in the Atlassian ecosystem, you'll feel right at home with JSM. It's also a platform that technical folk can easily pick up. However, I wouldn't recommend using JSM as a company's first jumping off point into Atlassian. There are a lot of other 'newer' tools that provide sleeker ITSM systems at a similar cost.

Incentivized

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.

Incentivized

Working on an application that caters to customer needs requires a platform that acts as a mediator between the actual person and the client. This mediator handles the customer and resolves many of their doubts, helps them map through the entire process, and automates the processes. Such a platform is Salesforce Service Cloud. For queries that cannot be serviced by the platform, it creates a separate ServiceNow ticket for us, and it is assigned.

Incentivized

The Salesforce Service Cloud generally has very good performance, however the overall new Lightning user experience can bring that down. For example, if you have too many tabs open, then it can take a while for the Lightning UI to load. This UI is probably not well equipped to handle loading of all of that information at once, but Users tend to leave their tabs open all day long. It can also be fickle depending on which browser you use, what extensions you have installed, and whether you've cleared your cache. This can be the downfall with any software as a service though, not just Salesforce

Incentivized

I gave JIRA a 9 rating since for me JIRA works according to its purpose. Since there is a customer portal, our clients can leave a comment or communicate with us using the PR ticket that way it is easier for us to also request any additional information we need for our investigation.

Salesforce offers support, although it generally gets routed to overseas support teams first, and once they are unable to help, it gets escalated up the chain to higher tiers. Frequently, the answer back from support is that there is no native solution, and we either have to turn to the AppExchange for some solution provided by another developer, or custom build our own solution.

Our in-person training was provided by our implementation partner and it was quite good. This was in part because we were already working with them and so it naturally leant itself to a good training relationship. And because they were building our customizations and configuring things, they could then provide training on those things naturally.

Incentivized

Trailheads are great but it was often unclear what actually applied to our organization. This made it difficult to get a whole lot out of it. Part of it is that because the basic Salesforce features didn't quite work for us, we had to add customizations, which then nullified a lot of the training.

Incentivized

I would go through an implementation very differently knowing what I know now. It was difficult coming from systems we liked in post-sales service and having to adapt to the clunky and underwhelming feature set in Salesforce. I would trim back our expectations

Incentivized

Zendesk is a similar ticketing system that our organization used before JIRA Service Desk. The main drawback of Zendesk was that it can only be used as a cloud service. This means that our company data would be living on the internet at the hands of their security team. Another drawback of this is the price is significantly more expensive rather than hosting it yourself. Zendesk does have some additional features such as commenting on multiple tickets at once that JSD does lack. However, switching to JSD was significantly more cost effective because we have the ability and the infrastructure to host our own ticketing system, something that Zendesk could not provide. Ultimatley switching to JSD saved us money and allows the ability for integration with all of the other Atlassian Suite products that we use on a day to day basis.

Incentivized

We selected this product because we already had some competencies in Salesforce. We own a Salesforce partner with expertise in this area, and on top of that, Salesforce purchased it — it was originally called Velocity. When Salesforce decided to acquire it, that finalized the decision for us.

Incentivized

Because it gives the total time and fetched taking after for laborers to
give the advantageous payrolls and alter the charge sheets with correct
information and friendly tool.

The product has scaled up with our company growth just fine. No issues here other than slowness in clicking around and running reports

Incentivized

• It is definitely cheaper than Salesforce
• It allows the IT service desk to be more organized and respond more quickly to tickets, which can save time for both agent and requester.
• Some things are "not quite there" developmentally, so this means that internal IT will need to spend more time developing and testing the product.

Incentivized

• We have cut our service team in half over the past 5 years due to the efficiency of the tool
• The amount of direct inquiries to our technical team is less than 10% compared to the number support tickets that get entered in the system for them to work in a more organized manner
• Responses are 100% more timely because tickets can be responded to by any individual in the queue or on the team, as opposed to direct emails to just one person

Incentivized

• We have already been able to have insight into how many tickets for service requests we do in any particular time frame. We were surprised to find that we had as many as 300 tickets on our small support team in just a month's time.
• We can centrally locate all of our how-to documents and other information that usually lives just in the memories of our employees. We have hundreds of documents that will now not be spread over Teams, workstations, and document folders but will be centrally located and searchable for years to come.

Incentivized