Jira Service Management vs. Soffront CRM

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Jira Service Management
Score 8.1 out of 10
N/A
Jira Service Management (formerly Jira Service Desk, now including features from the former Mindville Insight, acquired by Atlassian in June 2020) is a service desk software that is purpose-built for IT, service, and support teams. The software provides everything IT and support teams need out-of-the-box for service request, incident, problem and change management. Jira Service Management integrates seamlessly with Jira Software so that IT and development teams can work better together. Users…
$0
per month
Soffront CRM
Score 7.0 out of 10
Enterprise companies (1,001+ employees)
Soffront offers Soffront CRM Software for Sales, Marketing and Service, which the vendor says is a comprehensive, yet user-friendly platform. All submitted, assigned and resolved cases are tracked within a customizable dashboard. Customer support ticket submissions are automatically routed to the most knowledgeable reps, ensuring the best support. Service Level Agreement (or SLA) Alerts make sure support never falls below committed levels of service. According to the vendor, the product…
$20
per month
Pricing
Jira Service ManagementSoffront CRM
Editions & Modules
Free
$0
per month
Standard
$20
per agent/per month
Premium
$40
per agent/per month
Enterprise
Contact sales team
1,000 Emails
$4.00
per month
5,000 Emails
$15.00
per month
10,000 Emails
$25.00
per month
Offerings
Pricing Offerings
Jira Service ManagementSoffront CRM
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Jira Service ManagementSoffront CRM
Top Pros
Top Cons
Features
Jira Service ManagementSoffront CRM
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Jira Service Management
8.2
77 Ratings
0% below category average
Soffront CRM
-
Ratings
Organize and prioritize service tickets7.576 Ratings00 Ratings
Expert directory9.02 Ratings00 Ratings
Service restoration9.52 Ratings00 Ratings
Self-service tools7.070 Ratings00 Ratings
Subscription-based notifications10.01 Ratings00 Ratings
ITSM collaboration and documentation7.063 Ratings00 Ratings
ITSM reports and dashboards7.564 Ratings00 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
Jira Service Management
10.0
1 Ratings
20% above category average
Soffront CRM
-
Ratings
Configuration mangement10.01 Ratings00 Ratings
Asset management dashboard10.01 Ratings00 Ratings
Policy and contract enforcement10.01 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
Jira Service Management
7.2
71 Ratings
15% below category average
Soffront CRM
-
Ratings
Change requests repository7.565 Ratings00 Ratings
Change calendar6.52 Ratings00 Ratings
Service-level management7.569 Ratings00 Ratings
Sales Force Automation
Comparison of Sales Force Automation features of Product A and Product B
Jira Service Management
-
Ratings
Soffront CRM
7.8
2 Ratings
1% above category average
Customer data management / contact management00 Ratings9.02 Ratings
Workflow management00 Ratings6.02 Ratings
Territory management00 Ratings7.31 Ratings
Channel / partner relationship management00 Ratings9.02 Ratings
Customer Service & Support
Comparison of Customer Service & Support features of Product A and Product B
Jira Service Management
-
Ratings
Soffront CRM
5.0
2 Ratings
41% below category average
Case management00 Ratings5.02 Ratings
Help desk management00 Ratings5.02 Ratings
Marketing Automation
Comparison of Marketing Automation features of Product A and Product B
Jira Service Management
-
Ratings
Soffront CRM
9.5
2 Ratings
23% above category average
Lead management00 Ratings10.02 Ratings
Email marketing00 Ratings9.02 Ratings
CRM Project Management
Comparison of CRM Project Management features of Product A and Product B
Jira Service Management
-
Ratings
Soffront CRM
6.1
2 Ratings
22% below category average
Task management00 Ratings8.21 Ratings
Reporting00 Ratings4.02 Ratings
CRM Reporting & Analytics
Comparison of CRM Reporting & Analytics features of Product A and Product B
Jira Service Management
-
Ratings
Soffront CRM
4.7
2 Ratings
48% below category average
Forecasting00 Ratings4.02 Ratings
Pipeline visualization00 Ratings6.02 Ratings
Customizable reports00 Ratings4.02 Ratings
Customization
Comparison of Customization features of Product A and Product B
Jira Service Management
-
Ratings
Soffront CRM
7.0
2 Ratings
8% below category average
Custom fields00 Ratings7.02 Ratings
Security
Comparison of Security features of Product A and Product B
Jira Service Management
-
Ratings
Soffront CRM
7.0
2 Ratings
17% below category average
Single sign-on capability00 Ratings6.02 Ratings
Role-based user permissions00 Ratings8.02 Ratings
Social CRM
Comparison of Social CRM features of Product A and Product B
Jira Service Management
-
Ratings
Soffront CRM
6.0
2 Ratings
20% below category average
Social data00 Ratings7.02 Ratings
Social engagement00 Ratings5.02 Ratings
Platform
Comparison of Platform features of Product A and Product B
Jira Service Management
-
Ratings
Soffront CRM
7.0
2 Ratings
6% below category average
Mobile access00 Ratings7.02 Ratings
Best Alternatives
Jira Service ManagementSoffront CRM
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Salesmate
Salesmate
Score 9.8 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Creatio
Creatio
Score 9.3 out of 10
Enterprises
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus
Score 9.5 out of 10
Creatio
Creatio
Score 9.3 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Jira Service ManagementSoffront CRM
Likelihood to Recommend
6.6
(78 ratings)
7.0
(2 ratings)
Likelihood to Renew
10.0
(1 ratings)
-
(0 ratings)
Usability
8.0
(3 ratings)
8.0
(1 ratings)
Support Rating
9.1
(25 ratings)
7.0
(1 ratings)
User Testimonials
Jira Service ManagementSoffront CRM
Likelihood to Recommend
Atlassian
Great to manage your issues in a clear and centralised way. If your development teams work with Jira, it will all naturally come together. Great way to manage the issues from end to end. - Very flexible if you have people who understands the set up and is able to configure it for your needs - Maybe not the best if you want something with very easy set up
Read full review
Soffront
Lead generation and follow-up with sales are well suited. Social media integration and reporting/dashboards for insights can be improved.
Read full review
Pros
Atlassian
  • Manageable workflow to ensure all users follow the same process.
  • Can ban boards for easy visual of ticket status.
  • Very flexible tool that can adapt to lots of different uses outside of the traditional service desk model.
  • Added communication tools help you get out of e-mail jail.
Read full review
Soffront
  • The email marketing platform is wonderful. It allows for tracking and you can do AB testing with it as well.
  • Landing page and form placement with other companies have also been easy. Regardless of website or landing page that you use the forms integrate and you get an email notification whenever a new lead is added to the database.
  • The overall layout of the CRM is also nice to use. You can open up different tabs with information on and then go back to a previous tab without having to use the browser controls. It makes navigating and comparing information very easy to do.
Read full review
Cons
Atlassian
  • Ability to control the number of email notifications received (Note: this is a new feature in the Latest release but I personally haven not extensively looked at it and how well it solves the existing problem).
  • No way to reply to multiple tickets at once, say you got 4 tickets in for the same issue, there is no way you can reply to them in one stroke. Other Ticketing systems do have this ability.
  • Using a large number of add-ons to customize and add additional features adds up quickly and can become rather expensive.
  • Request forms are very basic and there is no native dynamic field ability available.
Read full review
Soffront
  • Reporting
  • Loyalty features
  • Social media integration
Read full review
Usability
Atlassian
Jira Service Management tool will serve it's purpose to do what it is meant to be. It has it's own limitataions on few features, however it's the industry standard ticketing tool. All covers all the processes that required to resolve the issues. It has various use cases in incident management, Request management etc.
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Soffront
Intuitive UI. Responsive. Features can be accessed very easily. Not a lot of big white spaces between fields and buttons. Straightforward.
Read full review
Support Rating
Atlassian
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.
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Soffront
Reaction times and relationship with vendor is very good. Good answers and solutions to problems/issues logged.
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Alternatives Considered
Atlassian
When I evaluated Spiceworks, it was not going to be replacing any ticketing systems. However, I did evaluate it and was not extremely impressed by the short demo I did. JIRA was selected because a branch of our company was already using it, so it made sense to consolidate into one service desk solution, and JIRA was the better option since it was less expensive and geared towards being a ticketing system.
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Soffront
Soffront performs many of the same functions as both of these providers but it offers a great deal more all in one place. I do not have to log into different programs or switch programs to get the information that I need. This has greatly increased efficiency. The pricing for Soffront is also better when you add in the other features that it comes with, in fact it saved me money when I switched.
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Return on Investment
Atlassian
  • JIRA has been incredibly useful. Our work is more organized and easier to view by the team members as well as upper-level people.
  • Our work is correctly assigned and when there are issues, they can be immediately addressed within the tool.
  • Users can attach screenshots or files of issues that help clarify the ticket. Developers can attach relevant data as well.
Read full review
Soffront
  • The software has been positive for especially on the email marketing side. I have seen about a 23% increase in revenue and new contacts by using the email marketing feature.
  • The landing page and form integration has averaged me about 20 new leads a month for my business which is plenty to keep us busy and on track for growth of the business.
Read full review
ScreenShots

Jira Service Management Screenshots

Screenshot of Drive IT best practices with ITIL-ready templates. Get everything your IT teams need out of the box for service request, incident, problem, and change management.Screenshot of Get an ITIL certified service desk. Everything your IT teams need out-of-the-box for service request, incident, problem, and change management. Jira Service Desk is PinkVERIFY™ certified.Screenshot of Deliver a better service experience. Customers or employees can submit requests with an easy-to-use help center and add Confluence to Jira Service Desk to get an integrated knowledge base. Machine learning intelligently recommends the right service and learns from every interaction, so answers are easy to find.Screenshot of Stay in the loop with developers. y linking Jira Service Desk with Jira Software, IT and developer teams can collaborate on one platform to fix incidents faster and push changes with confidence.Screenshot of Deliver on SLA's. Nail your Service Level Agreements, every time. Your agents get a simple queue so they get the important things done first. Configure and get going in minutes.Screenshot of Automate those repetitive tasks. Is your team stuck in gear with repetitive tasks or missing priority requests? Setup automations so your agents can focus on solving the important stuff and help lighten the workload.

Soffront CRM Screenshots

Screenshot of Customer Service Dashboard