Jira Service Management vs Salesforce Service Cloud vs SolarWinds Service Desk
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
SolarWinds Service Desk
For starters, we need to define what a help desk system is in the first place. Why you might be asking? It will give you a better idea of what to expect, as well as you will know h...ow to use one more effectively. So, a help desk system is a piece of software that is designed to accelerate work, eliminate mundane tasks, and push more sales. There are many different iterations of the same software and each of them has a distinct set of characteristics/functions that help businesses achieve certain results.
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
SolarWinds Service Desk
- SolarWinds Service Desk Team $39
- SolarWinds Service Desk Business $79
- SolarWinds Service Desk Professional $99
—
- Free trial not available
Feature comparison
Jira Service Management
5.2/10
- 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
- Add reminders on to-dos
- Agent collision prevention
- Interaction History (Ticket activities)
- To-dos
5/10
- ITSM Process Integration
- Asset Relationship Mapping
10/10
- Collaboration
- Linked tickets
- Parent-child ticketing
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
- Device data log
8.8/10
- 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
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
5.7/10
- Approval Workflows
- Customize Incident Lifecycle
- Multiple SLA Policies
- Task Management
- Auto-suggest Solutions
- Form templates
- Service Catalog
1.8/10
- Asset Lifecycle Management
- Risk Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- Warranty Information
- Asset Auto-discovery
- QR and Barcode Asset Scanner
- Software Asset Management
- Software License Management
6.7/10
- Change Management
- Problem Management
- Release Management
5.7/10
- Branding removal (email)
- Complete portal customization
- CSS customization
- Public portal customization
- Branding removal (Help Center)
- Custom domain mapping
- FreshThemes gallery
4.4/10
- Community forums
- Knowledge base
- Related articles
- Unlimited data
- 301 Redirection
- Article Versioning
- Help Center insights
- Rich text Help Center articles
- SEO
8.7/10
- 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)
1.3/10
- Goals
- Data Storage Per User
- Documents
- File storage per User
- Omni-Channel Supervisor
- Sequence queues
- Mobile Devices
- People Shared Services Ready
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
- Schedule Reports
7.8/10
- 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
4.2/10
- Email Support
- Multibrand Support
- Phone Support (in English)
- SDK
- Web Widget
- Calling
- Facebook
- Live chat
- Support Bot
- Twitter
- Chat Support (in English)
- Guidance Program
6.2/10
- 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
- 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
6.3/10
- 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
- Add reminders on to-dos
- Agent collision prevention
- Interaction History (Ticket activities)
- To-dos
0/10
- ITSM Process Integration
- Asset Relationship Mapping
10/10
- Collaboration
- Linked tickets
- Parent-child ticketing
8.3/10
- 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
- Device data log
10/10
- 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
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
5.7/10
- Approval Workflows
- Customize Incident Lifecycle
- Multiple SLA Policies
- Task Management
- Auto-suggest Solutions
- Form templates
- Service Catalog
5.5/10
- Asset Lifecycle Management
- Risk Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- Warranty Information
- Asset Auto-discovery
- QR and Barcode Asset Scanner
- Software Asset Management
- Software License Management
0/10
- Change Management
- Problem Management
- Release Management
10/10
- Branding removal (email)
- Complete portal customization
- CSS customization
- Public portal customization
- Branding removal (Help Center)
- Custom domain mapping
- FreshThemes gallery
10/10
- Community forums
- Knowledge base
- Related articles
- Unlimited data
- 301 Redirection
- Article Versioning
- Help Center insights
- Rich text Help Center articles
- SEO
8/10
- 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)
6.3/10
- Goals
- Data Storage Per User
- Documents
- File storage per User
- Omni-Channel Supervisor
- Sequence queues
- Mobile Devices
- People Shared Services Ready
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
- Schedule Reports
9.1/10
- 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
8.3/10
- Email Support
- Multibrand Support
- Phone Support (in English)
- SDK
- Web Widget
- Calling
- Facebook
- Live chat
- Support Bot
- Twitter
- Chat Support (in English)
- Guidance Program
7.7/10
- 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
- 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
SolarWinds Service Desk
6.3/10
- 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
- Add reminders on to-dos
- Agent collision prevention
- Interaction History (Ticket activities)
- To-dos
10/10
- ITSM Process Integration
- Asset Relationship Mapping
3.3/10
- Collaboration
- Linked tickets
- Parent-child ticketing
7.5/10
- 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
- Device data log
7.5/10
- 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
6.7/10
- 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
7.1/10
- Approval Workflows
- Customize Incident Lifecycle
- Multiple SLA Policies
- Task Management
- Auto-suggest Solutions
- Form templates
- Service Catalog
10/10
- Asset Lifecycle Management
- Risk Management
- Contract Management
- IT Inventory Management
- Managed Assets
- Purchase Order (PO) Management
- Warranty Information
- Asset Auto-discovery
- QR and Barcode Asset Scanner
- Software Asset Management
- Software License Management
10/10
- Change Management
- Problem Management
- Release Management
7.1/10
- Branding removal (email)
- Complete portal customization
- CSS customization
- Public portal customization
- Branding removal (Help Center)
- Custom domain mapping
- FreshThemes gallery
4.4/10
- Community forums
- Knowledge base
- Related articles
- Unlimited data
- 301 Redirection
- Article Versioning
- Help Center insights
- Rich text Help Center articles
- SEO
5.3/10
- 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)
2.5/10
- Goals
- Data Storage Per User
- Documents
- File storage per User
- Omni-Channel Supervisor
- Sequence queues
- Mobile Devices
- People Shared Services Ready
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
- Schedule Reports
7/10
- 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
3.3/10
- Email Support
- Multibrand Support
- Phone Support (in English)
- SDK
- Web Widget
- Calling
- Facebook
- Live chat
- Support Bot
- Twitter
- Chat Support (in English)
- Guidance Program
6.9/10
- 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
- Merge tickets
4.6/10
- 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...
SolarWinds Service Desk
4 of 5 March 15, 2018
The service desk was easy to implement and frankly, it meets all of our needs. With it, we can post various solutions in an easy to dig...
4 of 5 March 13, 2018
Samanage is a powerful tool that is made to track assets, keep IT in order, and most importantly, manage work orders. It is a perfect s...
5 of 5 January 20, 2018
The best part of Samanage is that it allows you to track the entire life-cycle of a ticket. Ever since we started to use Samanage our p...