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JIRA Service Management vs Salesforce Service Cloud comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

ROI

Sentiment score
7.7
JIRA Service Management boosts efficiency, saves time and money, streamlines requests, and improves productivity with centralized ticket management.
Sentiment score
7.5
Salesforce Service Cloud delivers ROI through time savings, efficiency, better engagement, and planning; implementation affects results.
 

Customer Service

Sentiment score
6.9
Jira Service Management offers efficient customer support with variable experiences, often complemented by local partners and community resources.
Sentiment score
7.4
Salesforce Service Cloud praised for premium support but criticized for Level One; community forums enhance problem-solving and self-resolution.
 

Scalability Issues

Sentiment score
7.6
JIRA Service Management is highly scalable and flexible, though performance concerns exist for large organizations needing advanced features.
Sentiment score
8.3
Salesforce Service Cloud excels in scalability, seamlessly integrating and adapting to diverse enterprise demands across industries despite some limitations.
It supports introducing new features or levels efficiently across our global locations, helping everyone stay informed.
 

Stability Issues

Sentiment score
8.0
Many users rate JIRA Service Management as stable, despite minor issues, appreciating its reliable performance with frequent updates.
Sentiment score
8.3
Salesforce Service Cloud is highly stable and scalable, with minimal issues, easy integration, and prompt resolution of rare glitches.
There should be more governance for permissions and more options for customized access without frequently involving the admin.
 

Room For Improvement

JIRA Service Management struggles with email integration, customization complexity, high costs, limited features, and non-user-friendly interfaces.
Salesforce Service Cloud needs improvements in integration, mobile app functionality, UI/UX, analytics, and seamless application integration.
JIRA's user interface needs training to understand and utilize.
It remains one of the main barriers to using JIRA Service Management across our entire company.
 

Setup Cost

JIRA Service Management provides tiered pricing and discounts, offering enterprise solutions with a cost-benefit balance despite additional agent fees.
Salesforce Service Cloud offers flexible pricing, yet can be expensive, especially for smaller firms, with customizable and negotiable options.
 

Valuable Features

JIRA Service Management enhances project and incident management with customizable interfaces, flexible workflows, integration, and comprehensive reporting.
Salesforce Service Cloud streamlines workflows with features like case management, customization, integration, automation, and a flexible development platform.
JIRA itself is valuable for managing tickets, user stories, and pipeline.
 

Categories and Ranking

JIRA Service Management
Ranking in Help Desk Software
2nd
Average Rating
8.2
Reviews Sentiment
7.1
Number of Reviews
81
Ranking in other categories
IT Service Management (ITSM) (2nd)
Salesforce Service Cloud
Ranking in Help Desk Software
5th
Average Rating
8.4
Reviews Sentiment
7.2
Number of Reviews
51
Ranking in other categories
CRM Customer Engagement Centers (2nd), Knowledge Management Software (3rd), IT Alerting and Incident Management (6th)
 

Mindshare comparison

As of December 2024, in the Help Desk Software category, the mindshare of JIRA Service Management is 11.3%, down from 12.3% compared to the previous year. The mindshare of Salesforce Service Cloud is 2.0%, up from 1.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

Shambuling-Doni - PeerSpot reviewer
Easy to use, offers good stability and visibility for operational efficiency
The search function could be improved. We have to search a certain way. There is no generic search, it is more object-oriented search. The interface could also be more user-friendly. So, the interface and search could be improved. Additionally, I would like to see more accessibility. It would also be great if there was a Jira mobile app.
ChanchalSaxena - PeerSpot reviewer
High scalability with good plugins and excellent customer visibility
The solution should improve: 1. Reports & dashboard - The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license. 2. Einstein has limited capabilities, and it suggests the analysis by predefined algorithms - but in a practical scenario, businesses need to ask real-time questions, and AI products should be capable of delivering the exact answers. Generic answers may not be effective.
report
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Top Industries

By visitors reading reviews
Computer Software Company
20%
Financial Services Firm
9%
Manufacturing Company
8%
Government
7%
Financial Services Firm
16%
Educational Organization
16%
Computer Software Company
15%
Manufacturing Company
11%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about JIRA Service Management?
JIRA Service Management is a very user-friendly solution.
What is your experience regarding pricing and costs for JIRA Service Management?
We used Jira's free version for some time, and we used it as an offline service without communicating with the Jira team regarding the license.
What is your primary use case for Salesforce Service Cloud?
I use Salesforce as a CRM to pull data, update business opportunities, and support the sales team. I query the data through Snowflake or HANA using Tableau for analysis and market expectations.
 

Also Known As

JIRA Service Desk
Service Cloud
 

Overview

 

Sample Customers

mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva
Find out what your peers are saying about JIRA Service Management vs. Salesforce Service Cloud and other solutions. Updated: December 2024.
824,053 professionals have used our research since 2012.