Jira Service Management vs Salesforce Service Cloud
Take a look at how
Jira Service Management
and
Salesforce Service Cloud
stack up against each other across pricing, features, and support
using feedback from real users like yourself.
Jira Service Management
scores
4.2
out of 5 from
760
reviews, while
Salesforce Service Cloud
has been rated
4.3
out of 5 from
3641
reviews.
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Methodology
Jira Service Management
4.2
( 760 )
Salesforce Service Cloud
4.3
( 3,641 )
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At a Glance
Overview
Built on the Jira platform, Jira Service Management (formerly Jira Service Desk) provides IT Service Management covering request, incident, problem, change, knowledge, asset & configuration management. It helps teams deliver service faster, bring visibility across Dev/IT/business teams, and accel... Learn more
Capabilities
- AI Enabled
- API Available
- Open Source
- CLI Available
No images available
Salesforce Service Cloud is a comprehensive customer service platform designed to help businesses manage and resolve customer inquiries efficiently. It offers a suite of tools for case management, knowledge base creation, and omnichannel support, enabling organizations to deliver personalized and... Learn more
Capabilities
- AI Enabled
- API Available
- Open Source
- CLI Available
Images
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Pricing
Free trial available
Free plan available
Billing type
Recurring Subscription
Free
$0.00
/ month
Assets (beyond free quota)
$0.05
/ month
Standard
$20.00
/ month
Premium
$51.42
/ month
Enterprise
Contact Us
Free trial available
Free plan available
Billing type
Recurring Subscription
Starter Suite
$25.00
/ month
Pro Suite
$100.00
/ month
Enterprise
$165.00
/ month
Unlimited
$330.00
/ month
Einstein 1 Service
$500.00
/ month
Pros and Cons
- Strong integration across the Atlassian ecosystem (Jira Software, Confluence, Bitbucket)
- Broad ITSM coverage: request, incident, problem, change, assets & configuration
- Flexible workflows and powerful automation
- AI-powered virtual agent and intelligent features (with quotas/plan restrictions)
- Scalable plans with enterprise SLAs and extensibility via integrations
- Many advanced features are gated behind Premium or Enterprise plans; some features moved out of Standard
- Costs can escalate with number of agents and high usage of Assets or virtual service agent beyond free quotas
- AI features are not available in Atlassian Government environment
- Self-managed (Data Center) options have been reduced/changed, requiring migrations for some customers
- Comprehensive omnichannel communication tools, including email, social media, and live chat
- Telephony integration allows users to make calls directly from the software
- Drag-and-drop interface makes it easy to build branded self-help portals
- AI features are available across all tiers
- Does not offer a free plan; expensive to upgrade to higher-priced plans
- Monthly billing option is only available in the lowest-priced plan (the Essentials plan)
- 24/7 phone support requires a subscription to a paid support plan
- Time-consuming setup and customization, especially after updates are released
- Not suited for beginners because of its steep learning curve
Reviewer's Segments
Small Business
19.34%
Mid Market
39.87%
Enterprise
40.79%
Small Business
20.41%
Mid Market
41.01%
Enterprise
38.59%
Deployment
- Cloud based
- Desktop based
- Mobile based
- On-premise
- Cloud based
- Desktop based
- Mobile based
- On-premise
Support
- 24/7 (Live rep)
- Chat
- Email/Help Desk
- FAQs/Forum
- Knowledge Base
- Phone Support
- 24/7 (Live rep)
- Chat
- Email/Help Desk
- FAQs/Forum
- Knowledge Base
- Phone Support
Training
- Documentation
- Webinars
- Documentation
- Webinars
Integrations
Total integrations:
6
- Bitbucket
- Box
- CloudTalk
- CoreMedia Experience Platform
- Datadog
- Eset Endpoint Antivirus
- Inbenta Chatbots
- Nintex Process Platform
- Quickbase
- Reputation Studio By 1440
- Salesforce Platform
- Slack
- Zapier
Total integrations:
7
- Bitbucket
- Box
- CloudTalk
- CoreMedia Experience Platform
- Datadog
- Eset Endpoint Antivirus
- Inbenta Chatbots
- Nintex Process Platform
- Quickbase
- Reputation Studio By 1440
- Salesforce Platform
- Slack
- Zapier
Top Alternatives
Categories
Common categories include: Help Desk Software.
Company Details
- By Atlassian Corporation
- Located in Sydney, Australia
- Founded in 2002
- By Salesforce
- Located in San Francisco, California
- Founded in 1999
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