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Top Rated
279 Ratings
Top Rated
386 Ratings
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Score 8.1 out of 100

Salesforce Service Cloud

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Top Rated
279 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 7.8 out of 100

Likelihood to Recommend

Jira Service Management (Jira Service Desk)

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.
Anonymous | TrustRadius Reviewer

Salesforce Service Cloud

[Salesforce Service Cloud is] great at capturing detailed customer information. The information layout is easy to navigate and you don't have to move through a lot of different screens or places within the software to get a thorough understanding of the customer. Where it is less appropriate- I don't know of a way to check if someone else is viewing or working on a customer case at the same time. There may be an issue where two people are working on a case simultaneously and not even know it.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Jira Service Management (Jira Service Desk)
8.9
Salesforce Service Cloud
7.1
Organize and prioritize service tickets
Jira Service Management (Jira Service Desk)
8.9
Salesforce Service Cloud
7.5
Expert directory
Jira Service Management (Jira Service Desk)
9.0
Salesforce Service Cloud
6.5
Service restoration
Jira Service Management (Jira Service Desk)
9.5
Salesforce Service Cloud
Self-service tools
Jira Service Management (Jira Service Desk)
8.3
Salesforce Service Cloud
Subscription-based notifications
Jira Service Management (Jira Service Desk)
10.0
Salesforce Service Cloud
6.9
ITSM collaboration and documentation
Jira Service Management (Jira Service Desk)
8.3
Salesforce Service Cloud
6.9
ITSM reports and dashboards
Jira Service Management (Jira Service Desk)
8.5
Salesforce Service Cloud
Ticket creation and submission
Jira Service Management (Jira Service Desk)
Salesforce Service Cloud
7.4
Ticket response
Jira Service Management (Jira Service Desk)
Salesforce Service Cloud
7.2

ITSM asset management

Jira Service Management (Jira Service Desk)
10.0
Salesforce Service Cloud
Configuration mangement
Jira Service Management (Jira Service Desk)
10.0
Salesforce Service Cloud
Asset management dashboard
Jira Service Management (Jira Service Desk)
10.0
Salesforce Service Cloud
Policy and contract enforcement
Jira Service Management (Jira Service Desk)
10.0
Salesforce Service Cloud

Change management

Jira Service Management (Jira Service Desk)
7.6
Salesforce Service Cloud
Change requests repository
Jira Service Management (Jira Service Desk)
8.0
Salesforce Service Cloud
Change calendar
Jira Service Management (Jira Service Desk)
6.5
Salesforce Service Cloud
Service-level management
Jira Service Management (Jira Service Desk)
8.2
Salesforce Service Cloud

Self Help Community

Jira Service Management (Jira Service Desk)
Salesforce Service Cloud
6.7
External knowledge base
Jira Service Management (Jira Service Desk)
Salesforce Service Cloud
6.7
Internal knowledge base
Jira Service Management (Jira Service Desk)
Salesforce Service Cloud
6.8

Multi-Channel Help

Jira Service Management (Jira Service Desk)
Salesforce Service Cloud
7.2
Customer portal
Jira Service Management (Jira Service Desk)
Salesforce Service Cloud
6.5
IVR
Jira Service Management (Jira Service Desk)
Salesforce Service Cloud
7.0
Social integration
Jira Service Management (Jira Service Desk)
Salesforce Service Cloud
7.6
Email support
Jira Service Management (Jira Service Desk)
Salesforce Service Cloud
7.4
Help Desk CRM integration
Jira Service Management (Jira Service Desk)
Salesforce Service Cloud
7.5

Pros

Jira Service Management (Jira Service Desk)

  • 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.
Gary Smolyak | TrustRadius Reviewer

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.
Jonathan Tanis | TrustRadius Reviewer

Cons

Jira Service Management (Jira Service Desk)

  • 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.
Anonymous | 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

Jira Service Management (Jira Service Desk)

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.
Anonymous | TrustRadius Reviewer

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

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.
Mhatet Ramos | TrustRadius Reviewer

Salesforce Service Cloud

Salesforce Service Cloud 8.3
Based on 10 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

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 6 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

Jira Service Management (Jira Service Desk)

No score
No answers yet
No answers on this topic

Salesforce Service Cloud

Salesforce Service Cloud 8.3
Based on 6 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

Jira Service Management (Jira Service Desk)

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.
Anonymous | TrustRadius Reviewer

Salesforce Service Cloud

Salesforce Service Cloud 7.4
Based on 30 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

Jira Service Management (Jira Service Desk)

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.
Anonymous | TrustRadius Reviewer

Salesforce Service Cloud

A CRM should be simple to set up and stable enough to develop with your business. Since they aren't designed to fit across all areas of your business or address more nuanced business needs, some CRM solutions that claim to be easy can actually trigger problems as you scale. Salesforce solutions cover sales, operation, marketing, and more, so Salesforce customers can also reduce their total stack and save money. If you're a budding solo entrepreneur or work for a large corporation in a heavily controlled market, there's a Salesforce solution for you.
Suresh K.S Kumar | TrustRadius Reviewer

Return on Investment

Jira Service Management (Jira Service Desk)

  • 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.
Anonymous | TrustRadius Reviewer

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
Anonymous | TrustRadius Reviewer

Screenshots

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

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
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

Jira Service Management (Jira Service Desk)
8.5
Salesforce Service Cloud
7.1

Likelihood to Renew

Jira Service Management (Jira Service Desk)
10.0
Salesforce Service Cloud
9.6

Usability

Jira Service Management (Jira Service Desk)
9.5
Salesforce Service Cloud
8.3

Reliability and Availability

Jira Service Management (Jira Service Desk)
Salesforce Service Cloud
8.7

Performance

Jira Service Management (Jira Service Desk)
Salesforce Service Cloud
8.3

Support Rating

Jira Service Management (Jira Service Desk)
8.5
Salesforce Service Cloud
7.4

Online Training

Jira Service Management (Jira Service Desk)
Salesforce Service Cloud
9.0

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