We performed a comparison between Hornbill Systems Supportworks and JIRA Service Management based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The solution's business process flow is quite strong. Its reporting is quite good. The standard, basic ITSM functionality like call logging and call flow, for example, are areas the solution really excels in."
"Some of the most valuable features are simplicity, ease of configuration, and ease of customization."
"One of the best features is that I can share tickets with team members, at which point any team member is able to pick one up and work on it."
"In Jira Service Management, the most beneficial features are process improvement, workflows, and escalations."
"I like the precise ticket management capabilities. JIRA Service Management is easy to use as well."
"Provides excellent management features."
"Jira Service Management is flexible. It is easy to navigate without requiring extra learning. The user experience has been good."
"One of the main advantages of JIRA is that it can be customized for our solutions. I live in Iran and we translated some parts of it into Persian and customized it with extra features. We hid other features to customize it right to the point. We provide this solution for our customers."
"The flow of the reports is good."
"It's worked well for us for a significant period of time. However, we are kind-of outgrowing it at the moment. We're struggling a bit with making it meet our requirements."
"The solution needs to be integrated better with Office X5."
"An improvement they could add is a better management dashboard. We only use the dashboard for the administration mode. We have a dashboard that reports the state of bugs or requirements. However, customers can only view requests that they made. We are not able to share a dashboard with our manager level customers to show them all of the requests in a quick dashboard."
"When you raise a ticket with Jira, there's no ability to see your other JIRA tickets."
"The deployment can be a bit complex, especially for those who are not technical."
"The performance in cloud service management could be improved."
"The product does not have the capability to sort queued tickets by product. This would be useful in making workflows more efficient."
"There is no notification regarding language upgrades."
"It is difficult to navigate if you don't have any prior knowledge."
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Hornbill Systems Supportworks is ranked 39th in IT Service Management (ITSM) while JIRA Service Management is ranked 2nd in IT Service Management (ITSM) with 73 reviews. Hornbill Systems Supportworks is rated 7.0, while JIRA Service Management is rated 8.2. The top reviewer of Hornbill Systems Supportworks writes "Excels in call logging and call flows but is limited in terms of scalability". On the other hand, the top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". Hornbill Systems Supportworks is most compared with ServiceNow, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, BMC Helix ITSM and PagerDuty Operations Cloud. See our Hornbill Systems Supportworks vs. JIRA Service Management report.
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