Jira Service Management (Jira Service Desk)
472 Ratings
Salesforce Service Cloud
Top Rated
317 Ratings

Jira Service Management (Jira Service Desk)

472 Ratings
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Score 8.3 out of 100

Based on 472 reviews and ratings

Salesforce Service Cloud

Top Rated
317 Ratings
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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.

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Chris Guru | TrustRadius Reviewer
Chris Guru
View all 79 answers on this topic

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.

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Gordon Dalgleish | TrustRadius Reviewer
Gordon Dalgleish
View all 62 answers on this topic

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

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Anonymous | TrustRadius Reviewer
Verified User
View all 79 answers on this topic

Salesforce 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.

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Jonathan Tanis | TrustRadius Reviewer
Jonathan Tanis
View all 62 answers on this topic

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.

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Anonymous | TrustRadius Reviewer
Verified User
View all 79 answers on this topic

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.

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Anonymous | TrustRadius Reviewer
Verified User
View all 62 answers on this topic

Pricing 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
EnterpriseContact sales team
  1. per month
  2. per agent/per month
  3. 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.

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Anonymous | TrustRadius Reviewer
Verified User
View all 4 answers on this topic

Usability

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.

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Mhatet Ramos | TrustRadius Reviewer
Mhatet Ramos
View all 2 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.

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Anonymous | TrustRadius Reviewer
Verified User
View all 11 answers on this topic

Reliability 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.

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Anonymous | TrustRadius Reviewer
Verified User
View all 7 answers on this topic

Performance

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.

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Hans Hong | TrustRadius Reviewer
Hans Hong
View all 7 answers on this topic

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.

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Anonymous | TrustRadius Reviewer
Verified User
View all 48 answers on this topic

Salesforce 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.

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Anonymous | TrustRadius Reviewer
Verified User
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Alternatives 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.

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Gary Smolyak | TrustRadius Reviewer
Gary Smolyak
View all 79 answers on this topic

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.

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Anonymous | TrustRadius Reviewer
Verified User
View all 62 answers on this topic

Return 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.

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Anonymous | TrustRadius Reviewer
Verified User
View all 79 answers on this topic

Salesforce 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

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Anonymous | TrustRadius Reviewer
Verified User
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