Jira Service Management vs Salesforce Service Cloud vs Help Scout
Overview
Jira Service Management
Built with IT Service Management in mind, Jira Service Management is a help desk system created for developers and by developers. Right from the get-go, the tool aims to enhance th...e customer experience through a set of specific features that help agents push more sales, better service, and most importantly, establish your business as a brand.
Platforms supported
- macOS
- Linux
- iOS app
- Android app
Support Options
- FAQs/Forum
- Knowledge Base
- 24/7 (Live rep)
- Phone Support
- Email/Help Desk
- Chat
Training Options
- Live Online
- Documentation
- In Person
- Videos
- Webinars
Screenshots
Salesforce Service Cloud
There is a wide range of different help desk systems and picking one that would address all your needs can be a hurdle. Each tool offers something that others don’t and only few ca...n actually deliver on these promises. Which brings us to the next key question, what is Salesforce Service Cloud and should you use it as your daily driver? Find out this and more in our in-depth analysis.
Platforms supported
- macOS
- Linux
- iOS app
- Android app
Support Options
- FAQs/Forum
- Knowledge Base
- 24/7 (Live rep)
- Phone Support
- Email/Help Desk
- Chat
Training Options
- Live Online
- Documentation
- In Person
- Videos
- Webinars
Screenshots
Help Scout
Help Scout is a cloud-like customer service platform being able to scale its toolset for businesses of any range and field. What makes it different from the systems on the market i...s no ticketing or portals for managing customer requests. Help Scout is built in an alternative way - as a shared mailbox that enables providing your customer service in the most human-like manner. However, it but doesn’t forget about your business management needs as well.
Platforms supported
- macOS
- Linux
- iOS app
- Android app
Support Options
- FAQs/Forum
- Knowledge Base
- 24/7 (Live rep)
- Phone Support
- Email/Help Desk
- Chat
Training Options
- Live Online
- Documentation
- In Person
- Videos
- Webinars
Screenshots
Pricing
Jira Service Management
- Jira Service Management Free $0
- Jira Service Management Standard $22
- Jira Service Management Premium $49
—
- Free trial not available
Salesforce Service Cloud
- Salesforce Service Cloud Essentials $25
- Salesforce Service Cloud Enterprise $165
- Salesforce Service Cloud Professional $80
- Salesforce Service Cloud Unlimited $330
- Free trial not available
Help Scout
- Help Scout Standard $25
- Help Scout Plus $50
- Help Scout Company $65
—
- Free trial not available
Feature comparison
Jira Service Management
5.4/10
- Auto Bcc
- Custom & Group Views
- Edit/hide threads
- Filtered Search
- Group your agents
- Keyboard shortcuts
- Light Agents
- Mobile app
- Multilingual (Multiple) content
- Occasional agents
- Private Comments within tickets
- Responsive, mobile-friendly Help Center
- Restricted conversation views
- Tags
- Bulk actions
- Canned forms
- Contextual Workspaces
- Dynamic content
- Email signatures
- Macros
- Personal canned responses
- Shared canned responses
- Skills-based routing
- Agent collision prevention
- Interaction History (Ticket activities)
- Traffic cop
10/10
- ITSM Process Integration
10/10
- Collaboration
- Linked tickets
- Parent-child ticketing
5.5/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Customer satisfaction ratings (CSAT)
- Group contacts by organization
- Organization profiles
- Custom user and organization fields
- Customer 360
- Customer Lists
- Customer profiles
- Identify contacts using external ID
7.8/10
- Auto reply
- Automatic ticket assignment using Dispatch'r
- Custom business rules (triggers & automations)
- Event-triggered workflow automations
- Time-based Rules
- Time-triggered automations
- Workflow automations
- Round robin ticket assignment
- Multi-task workflows with one-touch Scenarios
7.5/10
- Business Hours
- Custom status
- Custom ticket fields
- Dynamic ticket forms
- Multiple Ticket Forms
- Service Level Agreement (SLA) management
- Set your Time Zone
- SLA reporting
- Ticket file attachment size
- Premium Sandbox
- Sandbox test environment
- Ticket sharing
6.7/10
- Approval Workflows
- Customize Incident Lifecycle
- Multiple SLA Policies
- Task Management
- Auto-suggest Solutions
- Form templates
2.9/10
- Asset Lifecycle Management
- Risk Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- Warranty Information
10/10
- Change Management
- Problem Management
5.7/10
- Branding removal (email)
- Complete portal customization
- CSS customization
- Public portal customization
- Branding removal (Help Center)
- Custom domain mapping
- FreshThemes gallery
4/10
- Community forums
- Knowledge base
- Related articles
- Unlimited data
- 301 Redirection
- Article Versioning
- Help Center insights
- Rich text Help Center articles
- SEO
- Internal Help Center
8.1/10
- API rate limit
- Cloud telephony integration app
- Custom objects
- Email integration with Outlook
- Gamification
- Integration with Atlassian Jira
- Integrations
- Private custom apps
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
- Endpoints
- Google Apps (G Suite)
- HubSpot Integration
1/10
- Goals
- Data Storage Per User
- Documents
- File storage per User
- Omni-Channel Supervisor
- Sequence queues
- Beacon builder
- Javascript API
- Open tracking
- Update conversations remotely
7.8/10
- Agent Dashboard (Agent Scorecard)
- Analytics
- Custom Reports
- Export reports
- Helpdesk in-depth report
- Manager Dashboard (The Headquarters)
- Overview dashboard
- Performance distribution
- Save reports
- Support Performance dashboards
- Team Dashboards
- Tickets closed reports
- User-specific reporting
- Zendesk Benchmark
- Advanced Insights
- Google Analytics for Help Center
- Ticket lifecycle report
- Ticket drill down in reports
6.9/10
- Ability to configure for HIPAA
- Audit logs
- Custom roles and permissions
- Data center location
- Digitally signed emails (DKIM/DMARC)
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- Field-Level Access Control
- GDPR compliance
- Log in with Google
- PCI compliance (Level 1)
- Privacy Shield and Safe Harbor compliant
- Single sign on with SAML
- Single sign-on (SSO) for web and mobile
- SPF(Sender Policy Framework)
- Two-Factor Authentication
- User provisioning
- Advanced password policy for agents and customers
- Content Delivery Network
- Custom SSL certificates (default free)
- Network access restriction (IP Whitelisting)
- SSL encryption
- Business rules analysis
- Guaranteed availability SLA (1 Hour Support SLA)
- Independently Tested
5/10
- Email Support
- Multibrand Support
- Phone Support (in English)
- SDK
- Web Widget
- Calling
- Facebook
- Live chat
- Support Bot
- Twitter
5.3/10
- Email tickets
- Outgoing SMTP settings
- Public and private notes in tickets
- Spam filtering
- Support workflow
- Ticket export
- Time tracking
- Watch tickets
- Custom Email Templates
- Outbound email
- Satisfaction surveys - Customizable
- Ticket templates
- Email forwarding
- Mailboxes (inboxes)
- Merge tickets
6.9/10
- Agent Limit
- Announcements
- Backup
- Community forums
- Date comparisons
- Facebook in-sync app
- Notifications
- Project Management
- Unlimited End Users
- Automatic sitemap generation
- Multiple currencies
- Voicemail integration
- Printer-friendly
Salesforce Service Cloud
6.5/10
- Auto Bcc
- Custom & Group Views
- Edit/hide threads
- Filtered Search
- Group your agents
- Keyboard shortcuts
- Light Agents
- Mobile app
- Multilingual (Multiple) content
- Occasional agents
- Private Comments within tickets
- Responsive, mobile-friendly Help Center
- Restricted conversation views
- Tags
- Bulk actions
- Canned forms
- Contextual Workspaces
- Dynamic content
- Email signatures
- Macros
- Personal canned responses
- Shared canned responses
- Skills-based routing
- Agent collision prevention
- Interaction History (Ticket activities)
- Traffic cop
0/10
- ITSM Process Integration
10/10
- Collaboration
- Linked tickets
- Parent-child ticketing
9.1/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Customer satisfaction ratings (CSAT)
- Group contacts by organization
- Organization profiles
- Custom user and organization fields
- Customer 360
- Customer Lists
- Customer profiles
- Identify contacts using external ID
8.9/10
- Auto reply
- Automatic ticket assignment using Dispatch'r
- Custom business rules (triggers & automations)
- Event-triggered workflow automations
- Time-based Rules
- Time-triggered automations
- Workflow automations
- Round robin ticket assignment
- Multi-task workflows with one-touch Scenarios
8.3/10
- Business Hours
- Custom status
- Custom ticket fields
- Dynamic ticket forms
- Multiple Ticket Forms
- Service Level Agreement (SLA) management
- Set your Time Zone
- SLA reporting
- Ticket file attachment size
- Premium Sandbox
- Sandbox test environment
- Ticket sharing
6.7/10
- Approval Workflows
- Customize Incident Lifecycle
- Multiple SLA Policies
- Task Management
- Auto-suggest Solutions
- Form templates
8.6/10
- Asset Lifecycle Management
- Risk Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- Warranty Information
0/10
- Change Management
- Problem Management
10/10
- Branding removal (email)
- Complete portal customization
- CSS customization
- Public portal customization
- Branding removal (Help Center)
- Custom domain mapping
- FreshThemes gallery
9/10
- Community forums
- Knowledge base
- Related articles
- Unlimited data
- 301 Redirection
- Article Versioning
- Help Center insights
- Rich text Help Center articles
- SEO
- Internal Help Center
7.5/10
- API rate limit
- Cloud telephony integration app
- Custom objects
- Email integration with Outlook
- Gamification
- Integration with Atlassian Jira
- Integrations
- Private custom apps
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
- Endpoints
- Google Apps (G Suite)
- HubSpot Integration
5/10
- Goals
- Data Storage Per User
- Documents
- File storage per User
- Omni-Channel Supervisor
- Sequence queues
- Beacon builder
- Javascript API
- Open tracking
- Update conversations remotely
6.1/10
- Agent Dashboard (Agent Scorecard)
- Analytics
- Custom Reports
- Export reports
- Helpdesk in-depth report
- Manager Dashboard (The Headquarters)
- Overview dashboard
- Performance distribution
- Save reports
- Support Performance dashboards
- Team Dashboards
- Tickets closed reports
- User-specific reporting
- Zendesk Benchmark
- Advanced Insights
- Google Analytics for Help Center
- Ticket lifecycle report
- Ticket drill down in reports
8.1/10
- Ability to configure for HIPAA
- Audit logs
- Custom roles and permissions
- Data center location
- Digitally signed emails (DKIM/DMARC)
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- Field-Level Access Control
- GDPR compliance
- Log in with Google
- PCI compliance (Level 1)
- Privacy Shield and Safe Harbor compliant
- Single sign on with SAML
- Single sign-on (SSO) for web and mobile
- SPF(Sender Policy Framework)
- Two-Factor Authentication
- User provisioning
- Advanced password policy for agents and customers
- Content Delivery Network
- Custom SSL certificates (default free)
- Network access restriction (IP Whitelisting)
- SSL encryption
- Business rules analysis
- Guaranteed availability SLA (1 Hour Support SLA)
- Independently Tested
10/10
- Email Support
- Multibrand Support
- Phone Support (in English)
- SDK
- Web Widget
- Calling
- Facebook
- Live chat
- Support Bot
- Twitter
6.7/10
- Email tickets
- Outgoing SMTP settings
- Public and private notes in tickets
- Spam filtering
- Support workflow
- Ticket export
- Time tracking
- Watch tickets
- Custom Email Templates
- Outbound email
- Satisfaction surveys - Customizable
- Ticket templates
- Email forwarding
- Mailboxes (inboxes)
- Merge tickets
5.4/10
- Agent Limit
- Announcements
- Backup
- Community forums
- Date comparisons
- Facebook in-sync app
- Notifications
- Project Management
- Unlimited End Users
- Automatic sitemap generation
- Multiple currencies
- Voicemail integration
- Printer-friendly
Help Scout
6.9/10
- Auto Bcc
- Custom & Group Views
- Edit/hide threads
- Filtered Search
- Group your agents
- Keyboard shortcuts
- Light Agents
- Mobile app
- Multilingual (Multiple) content
- Occasional agents
- Private Comments within tickets
- Responsive, mobile-friendly Help Center
- Restricted conversation views
- Tags
- Bulk actions
- Canned forms
- Contextual Workspaces
- Dynamic content
- Email signatures
- Macros
- Personal canned responses
- Shared canned responses
- Skills-based routing
- Agent collision prevention
- Interaction History (Ticket activities)
- Traffic cop
0/10
- ITSM Process Integration
3.3/10
- Collaboration
- Linked tickets
- Parent-child ticketing
5.5/10
- Contact Form
- Contacts & Accounts Management
- Contacts & ticket history
- Customer satisfaction ratings (CSAT)
- Group contacts by organization
- Organization profiles
- Custom user and organization fields
- Customer 360
- Customer Lists
- Customer profiles
- Identify contacts using external ID
8.9/10
- Auto reply
- Automatic ticket assignment using Dispatch'r
- Custom business rules (triggers & automations)
- Event-triggered workflow automations
- Time-based Rules
- Time-triggered automations
- Workflow automations
- Round robin ticket assignment
- Multi-task workflows with one-touch Scenarios
4.2/10
- Business Hours
- Custom status
- Custom ticket fields
- Dynamic ticket forms
- Multiple Ticket Forms
- Service Level Agreement (SLA) management
- Set your Time Zone
- SLA reporting
- Ticket file attachment size
- Premium Sandbox
- Sandbox test environment
- Ticket sharing
1.7/10
- Approval Workflows
- Customize Incident Lifecycle
- Multiple SLA Policies
- Task Management
- Auto-suggest Solutions
- Form templates
0/10
- Asset Lifecycle Management
- Risk Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- Warranty Information
0/10
- Change Management
- Problem Management
7.1/10
- Branding removal (email)
- Complete portal customization
- CSS customization
- Public portal customization
- Branding removal (Help Center)
- Custom domain mapping
- FreshThemes gallery
7/10
- Community forums
- Knowledge base
- Related articles
- Unlimited data
- 301 Redirection
- Article Versioning
- Help Center insights
- Rich text Help Center articles
- SEO
- Internal Help Center
6.9/10
- API rate limit
- Cloud telephony integration app
- Custom objects
- Email integration with Outlook
- Gamification
- Integration with Atlassian Jira
- Integrations
- Private custom apps
- Public apps (Marketplace)
- Salesforce integration
- Slack integration
- Webhooks
- Zapier integration
- Endpoints
- Google Apps (G Suite)
- HubSpot Integration
4/10
- Goals
- Data Storage Per User
- Documents
- File storage per User
- Omni-Channel Supervisor
- Sequence queues
- Beacon builder
- Javascript API
- Open tracking
- Update conversations remotely
5.6/10
- Agent Dashboard (Agent Scorecard)
- Analytics
- Custom Reports
- Export reports
- Helpdesk in-depth report
- Manager Dashboard (The Headquarters)
- Overview dashboard
- Performance distribution
- Save reports
- Support Performance dashboards
- Team Dashboards
- Tickets closed reports
- User-specific reporting
- Zendesk Benchmark
- Advanced Insights
- Google Analytics for Help Center
- Ticket lifecycle report
- Ticket drill down in reports
7.3/10
- Ability to configure for HIPAA
- Audit logs
- Custom roles and permissions
- Data center location
- Digitally signed emails (DKIM/DMARC)
- Disaster recovery
- Domain Whitelisting
- Encryption: data at rest and in motion
- Field-Level Access Control
- GDPR compliance
- Log in with Google
- PCI compliance (Level 1)
- Privacy Shield and Safe Harbor compliant
- Single sign on with SAML
- Single sign-on (SSO) for web and mobile
- SPF(Sender Policy Framework)
- Two-Factor Authentication
- User provisioning
- Advanced password policy for agents and customers
- Content Delivery Network
- Custom SSL certificates (default free)
- Network access restriction (IP Whitelisting)
- SSL encryption
- Business rules analysis
- Guaranteed availability SLA (1 Hour Support SLA)
- Independently Tested
4/10
- Email Support
- Multibrand Support
- Phone Support (in English)
- SDK
- Web Widget
- Calling
- Facebook
- Live chat
- Support Bot
- Twitter
4.7/10
- Email tickets
- Outgoing SMTP settings
- Public and private notes in tickets
- Spam filtering
- Support workflow
- Ticket export
- Time tracking
- Watch tickets
- Custom Email Templates
- Outbound email
- Satisfaction surveys - Customizable
- Ticket templates
- Email forwarding
- Mailboxes (inboxes)
- Merge tickets
5.4/10
- Agent Limit
- Announcements
- Backup
- Community forums
- Date comparisons
- Facebook in-sync app
- Notifications
- Project Management
- Unlimited End Users
- Automatic sitemap generation
- Multiple currencies
- Voicemail integration
- Printer-friendly
Reviews
Jira Service Management
4 of 5 March 22, 2020
PROS: The Jira Service Management has a clean and sophisticated UI that is a cut above what others offer. Our team is ...
4 of 5 October 23, 2018
JSD is pretty intuitive and does not require a lot of documentation to get started. The starter pack is pretty attractive but expect to...
4 of 5 March 12, 2018
Generally speaking, this is a very complete application. It’s very useful for both small and large teams, although more effort went int...
Salesforce Service Cloud
4 of 5 December 10, 2020
PROS: Salesforce commerce platform offers great analytics and reporting functions, an excellent tool to expand our pro...
5 of 5 March 2, 2019
The tool helped us solve a wide range of issues but the most critical one that we managed to eliminate with this tool is the fact that ...
5 of 5 October 15, 2018
We use Salesforce Service Cloud mainly for case management throughout our wide range of services. This functionality is built within th...
Help Scout
4 of 5 December 10, 2020
PROS: Help Scout offers a well-designed interface that is easy to use. The Saved Auto Replies feature helps us to respond quickly to cu...
3 of 5 December 8, 2020
Help Scout offers wonderful customer support and a community experience. Our company has 80 employees using this software, and they are...
5 of 5 December 8, 2020
An admirable aspect is the vendor keeps improving the software by constantly releasing new features. One feature I love is “Edit this a...