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Hornbill Systems Supportworks vs JIRA Service Management comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

Review summaries and opinions

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

Categories and Ranking

Hornbill Systems Supportworks
Ranking in Help Desk Software
31st
Ranking in IT Service Management (ITSM)
33rd
Average Rating
7.0
Reviews Sentiment
6.8
Number of Reviews
2
Ranking in other categories
No ranking in other categories
JIRA Service Management
Ranking in Help Desk Software
2nd
Ranking in IT Service Management (ITSM)
2nd
Average Rating
8.2
Reviews Sentiment
7.1
Number of Reviews
86
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of February 2025, in the IT Service Management (ITSM) category, the mindshare of Hornbill Systems Supportworks is 0.6%, up from 0.3% compared to the previous year. The mindshare of JIRA Service Management is 10.9%, down from 12.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

it_user1262703 - PeerSpot reviewer
Excels in call logging and call flows but is limited in terms of scalability
I'd advise others to map their processes out before starting with the solution. Hornbill has recently generated a new version of its product and it meets some of the requirements that we would have been looking for. It's a bit more scalable, a bit more responsive to a customer-focused model for support, and they've improved a lot of things like process flow and self-service. In terms of rating the solution, it's difficult to grade. It really depends on the size of the organization that's trying to use it as that tool. One of the reasons why we're looking to shift is because we've grown quite a bit over the years that we've had it, which makes it difficult for it to meet our demands. However, for an organization the size of what we were when we started our journey with it, I'd rate it ten out of ten. Where we are now, with our company size and needs, I'd rate it six out of ten.
Karim Yousef - PeerSpot reviewer
Efficiently track and document projects with seamless tool integration
We are a management warehouse that provides services to different customers in different sectors. Primarily, we serve the banking sector and the military sector. We manage all the software delivery projects through tools such as JIRA Service Management or TFS Confluence is a great tool for…

Quotes from Members

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

Pros

"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."
"A good organizational tool."
"The solution offers lots of information on the website to assist with technical queries. There are also many community sites to help you troubleshoot any problems."
"I think one of the most valuable things is that it's all integrated."
"Jira gets the basics right in terms of the product backlog and a scrum board teams can use to manage sprint backlogs."
"The query language and the ability to create views of the data are very useful."
"Easily integrates with other tools."
"Customizations are most valuable. The customization of workflows is the main power of the Atlassian tools in general."
"Using JIRA simplifies tracking issues and updates."
 

Cons

"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."
"I'd like to update the dashboard so that more features are available."
"There should be better connections with access management. They should improve the connectivity."
"When you raise a ticket with Jira, there's no ability to see your other JIRA tickets."
"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."
"I don't think the program is very scalable."
"It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)"
"Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS."
"We faced challenges with integration for different frameworks like TestComplete."
 

Pricing and Cost Advice

"Our organization pays about $40,000 annually. There are ongoing consultancy costs and if we want to change anything, we're charged a day rate. Other than that, there are no other extra costs involved in working with the solution."
"JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent."
"We need a license because we have a higher number than the free part."
"On a scale of one to five, with one being really high and five being good, I would rate the price of this solution as a four."
"I price of JIRA Service Management is reasonable."
"We have paid $20,000 recently for a one-year license for our on-prem server."
"Do not forget to calculate add-on costs. These cost a percentage of the JIRA purchasing costs and are based on the number of JIRA users."
"The pricing is very competitive and I think that it is okay."
"The license we use is on a yearly basis. As a Solution Partner, we were using the free one and were using the free plugins. We were also giving our own plugins to the Atlassian Solution Partners for free. We don't pay anything to Atlassian."
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Top Industries

By visitors reading reviews
No data available
Computer Software Company
19%
Financial Services Firm
9%
Manufacturing Company
8%
Government
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

 

Also Known As

Supportworks
JIRA Service Desk
 

Overview

 

Sample Customers

Aylesbury Vale District Council
mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Find out what your peers are saying about Hornbill Systems Supportworks vs. JIRA Service Management and other solutions. Updated: February 2025.
837,501 professionals have used our research since 2012.