Jira Service Management (Jira Service Desk) vs Salesforce Service Cloud | TrustRadius

What users are saying about

Score 8.2 out of 10

Based on 381 reviews and ratings

Score 7.8 out of 10

Based on 262 reviews and ratings

Likelihood to Recommend

It could work well as a service desk ticketing system. It is great at building out and managing a specific workflow. Using the workflow Jira can be used to manage any number of development type projects. This allows you to be strict on the steps being followed in development while turning over the management of that process to the developers. That allows for fewer hands-on project management and allows for more of an Agile approach where you focus on impediments and removing roadblocks. It's also a great tool for managers to be able to see everything that is going on without reading through hundreds of emails. Additionally, managers can quickly dive into issues and see the full history of what has gone on with a particular ticket.

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Verified User

Consultant in Human Resources

Management Consulting Company, 201-500 employees

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There are several components to Service Cloud which I will address: Cases, Knowledge, and Community. Each of these has various pros and cons, although the cons far outweigh the pros. It's become an albatross around our company's neck, and I'm requesting our company decision makers to move to a different platform ASAP.

Cases

Cases is the basis of Service Cloud, and once you get accustomed to the workflow and interface, it can be quite useful. You can search for knowledge articles, email responses, or use case comments. Out of the box, Service Cloud is terrible, and it will not do what you want. There is a large amount of configuration you will need to do, from setting up email templates, creating workflows to mimic what other platforms do out-of-the-box, and even then you will encounter issues that impede your ability to communicate effectively with your customer. Out-of-the-box email-2-case did not work because we had an Email Service class installed for something else, which rendered the default email-2-case completely useless. So we need to create a custom email handler for cases. This also meant some of the native functionality was no longer going to work. We would end up having to write a ton of customized code, Lightning components, workflows, etc.

Knowledge

Knowledge is rather nice at first, until you start using it and discover the limitations imposed by Salesforce. Articles are limited to 131,000 characters, and that includes the HTML markup hidden to the viewer. This means your articles will end up having to be abbreviated or broken up into smaller pieces. We tried to host these articles externally, but there is no option to embed these inside the Article object. You can embed videos hosted on YouTube, Vimeo or DailyMotion, but that's the extent. Anything else will require a fully customized solution for displaying knowledge articles. It's a very basic knowledge solution. Salesforce offers a really strong knowledge base of their own, but it's almost certainly not running using Articles, because Articles is terrible.

Community

Communities is where your customers can go to search knowledge articles, communicate with support, and even create records in your org. It is quite customizable, which is laudable and appreciated. The ability to update and manage the community is relatively easy and can be done without much code. Unfortunately, the issue comes up with Cases. There are components for displaying Cases, but unbelievably, there is no place for discussion of the case with the service agent. This is almost ludicrous. There are Case Comment related lists, but these are handicapped by artificial constraints. Customers can't view the entire case comment, because it is only a related list, and there's no ability to change this without creating your own Lightning component, which means additional development costs.Ultimately, the overall impression of Service Cloud is an extraordinarily half-baked product which is nowhere near enterprise-grade, despite carrying enterprise-level costs

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Verified User

Technician in Customer Service

Hospital & Health Care Company, 11-50 employees

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Feature Rating Comparison

Jira Service Management (Jira Service Desk)

Salesforce Service Cloud

Organize and prioritize service tickets

Expert directory

Service restoration

Self-service tools

Subscription-based notifications

ITSM collaboration and documentation

ITSM reports and dashboards

Ticket creation and submission

Ticket response

Jira Service Management (Jira Service Desk)

Salesforce Service Cloud

Configuration mangement

Asset management dashboard

Policy and contract enforcement

Jira Service Management (Jira Service Desk)

Salesforce Service Cloud

Change requests repository

Change calendar

Service-level management

Jira Service Management (Jira Service Desk)

Salesforce Service Cloud

External knowledge base

Internal knowledge base

Jira Service Management (Jira Service Desk)

Salesforce Service Cloud

Customer portal

IVR

Social integration

Email support

Help Desk CRM integration

Pros

Highly configurable Notification Scheme, allowing free customization on who receives notifications and when
Ability to add extra features through the highly diverse Atlassian Marketplace.
Simple and highly customizable ticket interface. The Software can be almost completely branded in every aspect to represent your organization.
Integration with Jira Software allows support tickets to be moved into other Log Term projects as necessary.

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Development Operations Systems Administrator

14 WestMarketing and Advertising, 501-1000 employees

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Flexibility of data tracked, displayed, reported on, and customized.
Single source of truth for support, implementations, sales and management.
Ability to integrate through built-in app exchange and easy API.
Reporting and emailed reports with direct links to drill down into data.
Do virtually whatever you "need" to do.

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Director of Product Development

BeyondPay, Inc.Computer Software, 11-50 employees

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Cons

Some of the built-in functions and workflows are surprisingly limited given the fact that you can customize a lot with JQL. These limited areas do not allow you to use JQL. For instance, the built-in notifications are lacking. They have one that is great-- "notify on critical ticket creation"-- EXCEPT that it does not allow you to notify a group or anything, only individual users.
The ticket interface is a little odd for agents. Changing the status is not a simple drop down from unassigned to open to in progress to pending, etc. There are a couple of tabs ("investigate", "pending", "workflow") where you can change the status in different ways. Maybe I am just not used to this way of doing it, but I feel like it could be simplified.
It can get complicated deleting/changing some of the out-of-the-box fields and rules, because you never know what will break workflows or other automated/built-in features.

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Verified User

Administrator in Information Technology

Hospital & Health Care Company, 51-200 employees

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Since Service Cloud is SO robust it can be a little overwhelming. I'd love to see 'tool tips' added directly into the platform to help guide users. I feel like there are probably a lot of features I am not taking advantage of because I don't know about them yet.

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Verified User

Manager in Customer Service

Computer Software Company, 51-200 employees

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Likelihood to Renew

Jira Service Management (Jira Service Desk) 10.0

Based on 2 answers

I give it this rating because one has to be a creator or a master of tool before he renews it.

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Verified User

Professional in Information Technology

Information Technology and Services Company, 10,001+ employees

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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.

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Verified User

Analyst in Information Technology

Information Technology and Services Company, 51-200 employees

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Usability

Jira Service Management (Jira Service Desk) 9.5

Based on 2 answers

I gave JIRA a score of 9 since I am happy with the service it offers. I can easily see the SLA since it gives me visibility. I can pull up the reports I need. I can reach out to our clients using the PR ticket so it is hassle-free for me.

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PRODUCT SUPPORT TECHNICIAN

FIS GLOBAL SOLUTIONSFinancial Services, 1001-5000 employees

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Salesforce Service Cloud 9.0

Based on 4 answers

Salesforce has evolved the Service Cloud solution from a rather basic tool for case management to a highly customizable, functional tool that scales from small to huge businesses. From working at a desktop to working a laptop in a hotel or even handling customer cases on a mobile device, Salesforce is not only available everywhere, but easy to use everywhere. Add in newer technologies like live video and screen sharing on mobile devices and you've got a great solution for support. The other addition to that which is vitally important is a great Knowledge Base. This helps reps solve issues faster in the future and leads to better customer satisfaction

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Salesforce Service Cloud Practice Lead

AppirioInformation Technology and Services, 1001-5000 employees

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Support Rating

Jira Service Management (Jira Service Desk) 8.5

Based on 50 answers

I have not used the technical support from Atlassian. In terms of online help and resources, they are a bit limited thus making it more of a challenge to troubleshoot issues and learn more functionality. There aren't a lot of resources available on the Atlassian site besides developer documents. It would be nice to have a blog or forum where users can get the help they need.

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Verified User

Administrator in Information Technology

Logistics & Supply Chain Company, 10,001+ employees

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Salesforce Service Cloud 7.6

Based on 25 answers

I odten have to repeat myself and find it difficult to communicaye with the support team. My issues take several days to get resolution, but they do stay in contact daily which is good. I have to escalate to tier 3 to get a really good answer.

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Verified User

Analyst in Information Technology

Apparel & Fashion Company, 201-500 employees

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Alternatives Considered

Before JIRA, I used Basecamp to track all projects. We did not have a "ticketing system", but Basecamp served to track any open issues that we needed to be worked on. This was not very effective as Basecamp is not made for this purpose. Switching over to JIRA has been a much better experience. Tickets are not lost, there is accountability across the team.

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Verified User

Analyst in Product Management

Sporting Goods Company, 501-1000 employees

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Salesforce Service cloud integrates with its own world-class CRM which enables our agents to work more effectively and efficiently. We already had Salesforce Sales Cloud so it was a really easy transition. It was easy to set up and all our information was already there. The capabilities far surpass the ones of Zendesk and the CRM functionality is worth paying for instead of just a Service platform like ServiceNow.

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Verified User

Administrator in Information Technology

Computer Software Company, 201-500 employees

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Return on Investment

We would not be very organized as a software company without using JIRA and it would in turn reflect negatively across the entire studio and the products that we release.
Almost everyone in our company uses JIRA in one way or another from developers to testers to marketing and every team in between.
The only time I have witnessed that JIRA has a negative effect on our objectives is if they suffer a major failure on their part and JIRA is not accessable or usable for a length of time. Thankfully in over 3 years of using JIRA this has only occurred a handful of times.

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Verified User

Analyst in Quality Assurance

Computer Games Company, 51-200 employees

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We greatly reduced redundant work and streamlined cross-team workflows by using cases as a place to document and distribute tasks.
This led to faster delivery times and reduced errors as well as better knowledge retention.
We use documentation from past experiences with a client to inform us on how to treat them in future interactions. It also helps us resolve issues with other clients experiencing similar issues thus reducing the chance of making the same errors again.
Metrics from case entries tells us our weak points whether they're resource based, training or systems so we can reduce future incidents and deliver a higher quality level of service.

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Verified User

Project Manager in Marketing

Automotive Company, 5001-10,000 employees

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Screenshots

See All (7) Jira Service Management (Jira Service Desk) Screenshots

See All (6) Salesforce Service Cloud Screenshots

Pricing Details

General

Free Trial

Yes

Free/Freemium Version

—

Premium Consulting/Integration Services

Yes

Entry-level set up fee?

No

Jira Service Management (Jira Service Desk) Editions & Modules

Edition

Free	$0¹
Standard	$20²
Premium	$40²
Enterprise	Contact sales team

per month
per agent/per month

Additional Pricing Details

—

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

Jira Service Management (Jira Service Desk)

Salesforce Service Cloud

Jira Service Management (Jira Service Desk)

Salesforce Service Cloud

Jira Service Management (Jira Service Desk)

Salesforce Service Cloud

Jira Service Management (Jira Service Desk)

Salesforce Service Cloud

Jira Service Management (Jira Service Desk)

Salesforce Service Cloud

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