What users are saying about
472 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.3 out of 100
Based on 472 reviews and ratings
Top Rated
317 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.3 out of 100
Based on 317 reviews and ratings
Feature Set Ratings
- Jira Service Management (Jira Service Desk) ranks higher in 1 feature set: Incident and problem management
Incident and problem management

9.0
Jira Service Management (Jira Service Desk)
90%
7.6
Salesforce Service Cloud
76%
Jira Service Management (Jira Service Desk) ranks higher in 7/9 features
Jira Service Management (Jira Service Desk) ranks higher in 7/9 features
Organize and prioritize service tickets

9.1
91%
78 Ratings
8.2
82%
55 Ratings
Expert directory

9.0
90%
2 Ratings
7.0
70%
40 Ratings
Service restoration

9.5
95%
2 Ratings
N/A
0 Ratings
Self-service tools

8.1
81%
72 Ratings
N/A
0 Ratings
Subscription-based notifications

10.0
100%
1 Rating
7.1
71%
47 Ratings
ITSM collaboration and documentation

8.9
89%
65 Ratings
7.2
72%
42 Ratings
ITSM reports and dashboards

8.3
83%
66 Ratings
N/A
0 Ratings
Ticket creation and submission

N/A
0 Ratings
7.9
79%
56 Ratings
Ticket response

N/A
0 Ratings
7.9
79%
55 Ratings
ITSM asset management

10.0
Jira Service Management (Jira Service Desk)
100%
Salesforce Service Cloud
Feature Set Not Supported
N/A
Jira Service Management (Jira Service Desk) ranks higher in 3/3 features
Jira Service Management (Jira Service Desk) ranks higher in 3/3 features
Configuration mangement

10.0
100%
1 Rating
N/A
0 Ratings
Asset management dashboard

10.0
100%
1 Rating
N/A
0 Ratings
Policy and contract enforcement

10.0
100%
1 Rating
N/A
0 Ratings
Change management

8.0
Jira Service Management (Jira Service Desk)
80%
Salesforce Service Cloud
Feature Set Not Supported
N/A
Jira Service Management (Jira Service Desk) ranks higher in 3/3 features
Jira Service Management (Jira Service Desk) ranks higher in 3/3 features
Change requests repository

8.7
87%
67 Ratings
N/A
0 Ratings
Change calendar

6.5
65%
2 Ratings
N/A
0 Ratings
Service-level management

8.9
89%
71 Ratings
N/A
0 Ratings
Self Help Community

Jira Service Management (Jira Service Desk)
Feature Set Not Supported
N/A
7.0
Salesforce Service Cloud
70%
Salesforce Service Cloud ranks higher in 2/2 features
Salesforce Service Cloud ranks higher in 2/2 features
External knowledge base

N/A
0 Ratings
6.8
68%
46 Ratings
Internal knowledge base

N/A
0 Ratings
7.2
72%
51 Ratings
Multi-Channel Help

Jira Service Management (Jira Service Desk)
Feature Set Not Supported
N/A
7.7
Salesforce Service Cloud
77%
Salesforce Service Cloud ranks higher in 5/5 features
Salesforce Service Cloud ranks higher in 5/5 features
Customer portal

N/A
0 Ratings
7.3
73%
39 Ratings
IVR

N/A
0 Ratings
7.2
72%
25 Ratings
Social integration

N/A
0 Ratings
7.8
78%
34 Ratings
Email support

N/A
0 Ratings
8.0
80%
56 Ratings
Help Desk CRM integration

N/A
0 Ratings
8.0
80%
49 Ratings
Attribute Ratings
- Jira Service Management (Jira Service Desk) is rated higher in 4 areas: Likelihood to Recommend, Likelihood to Renew, Usability, Support Rating
Likelihood to Recommend

9.0
Jira Service Management (Jira Service Desk)
90%
79 Ratings
7.8
Salesforce Service Cloud
78%
62 Ratings
Likelihood to Renew

10.0
Jira Service Management (Jira Service Desk)
100%
1 Rating
9.6
Salesforce Service Cloud
96%
4 Ratings
Usability

9.5
Jira Service Management (Jira Service Desk)
95%
2 Ratings
8.4
Salesforce Service Cloud
84%
11 Ratings
Availability

Jira Service Management (Jira Service Desk)
N/A
0 Ratings
8.7
Salesforce Service Cloud
87%
7 Ratings
Performance

Jira Service Management (Jira Service Desk)
N/A
0 Ratings
8.6
Salesforce Service Cloud
86%
7 Ratings
Support Rating

8.7
Jira Service Management (Jira Service Desk)
87%
48 Ratings
7.3
Salesforce Service Cloud
73%
29 Ratings
Online Training

Jira Service Management (Jira Service Desk)
N/A
0 Ratings
9.0
Salesforce Service Cloud
90%
1 Rating
Likelihood to Recommend
Jira Service Management (Jira Service Desk)
It will be well suite for large Organization where many team members involved from various Geographical location's in a single project or program as that would help greatly with this Agile Project Management tool. And, its may not be the right option for small organizations and also less of the need for co-located teams as well.
SME - Data Business Analyst
Neem Consulting LimitedResearch, 501-1000 employees
Salesforce Service Cloud
Salesforce Service Cloud is excellent as a CRM, a case management system, multi-channel contact centre support application, service and ticketing application as well as helping automate back office processes. If you want to extend Service Cloud into Sales, Self-Service or Digital Marketing, you need to purchase additional services which can be relatively high cost.
Head of ICT Solutions
Arvato UKOutsourcing/Offshoring, 1001-5000 employees
Pros
Jira Service Management (Jira Service Desk)
- 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

Verified User
Manager in Engineering
Computer Software Company, 1001-5000 employeesSalesforce Service Cloud
- 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.
Director of Product Development
BeyondPay, Inc.Computer Software, 11-50 employees
Cons
Jira Service Management (Jira Service Desk)
- 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.

Verified User
Consultant in Human Resources
Management Consulting Company, 201-500 employeesSalesforce 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.

Verified User
Technician in Customer Service
Hospital & Health Care Company, 11-50 employeesPricing Details
Jira Service Management (Jira Service Desk)
General
Free Trial
Yes
Free/Freemium Version
—Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No
Starting Price
$0 per month
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
- none
Additional Pricing Details
—Salesforce Service Cloud
General
Free Trial
Yes
Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
$65 per month
Salesforce Service Cloud Editions & Modules
—
Additional Pricing Details
—Likelihood to Renew
Jira Service Management (Jira Service Desk)
Jira Service Management (Jira Service Desk) 10.0
Based on 1 answer
No answer on this topic is available.
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.

Verified User
Analyst in Information Technology
Information Technology and Services Company, 51-200 employeesUsability
Jira Service Management (Jira Service Desk)
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.
PRODUCT SUPPORT TECHNICIAN
FIS GLOBAL SOLUTIONSFinancial Services, 1001-5000 employees
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.

Verified User
Manager in Customer Service
Computer Software Company, 51-200 employeesReliability and Availability
Jira Service Management (Jira Service Desk)
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.

Verified User
Administrator in Information Technology
Computer Software Company, 201-500 employeesPerformance
Jira Service Management (Jira Service Desk)
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.
Technical Support Manager
Videojet TechnologiesPrinting, 1001-5000 employees
Support Rating
Jira Service Management (Jira Service Desk)
Jira Service Management (Jira Service Desk) 8.7
Based on 48 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.

Verified User
Administrator in Information Technology
Logistics & Supply Chain Company, 10,001+ employeesSalesforce Service Cloud
Salesforce Service Cloud 7.3
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.

Verified User
Project Manager in Marketing
Automotive Company, 5001-10,000 employeesAlternatives Considered
Jira Service Management (Jira Service Desk)
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.
Development Operations Systems Administrator
14 WestMarketing and Advertising, 501-1000 employees
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.

Verified User
Engineer in Engineering
Building Materials Company, 1001-5000 employeesReturn on Investment
Jira Service Management (Jira Service Desk)
- 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.

Verified User
Administrator in Information Technology
Hospital & Health Care Company, 51-200 employeesSalesforce Service Cloud
- While I don’t have a dollar value because I’m not the manager of the support team, I have heard many accounts of how the use of Service Cloud has made us much more efficient at delivering customer support
- Using Service Cloud has had a big impact on removing silos between departments because it’s much easier now for non-support users to interact with cases
- We now have a lot of automation of other features that we didn’t have before Service Cloud, for example, integration with our customer survey tool

Verified User
Program Manager in Customer Service
Computer Software Company, 10,001+ employees