Try our new research platform with insights from 80,000+ expert users

Infraon Desk 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

Infraon Desk
Ranking in Help Desk Software
40th
Ranking in IT Service Management (ITSM)
38th
Average Rating
7.6
Reviews Sentiment
6.7
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
85
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 Infraon Desk is 0.3%, up from 0.2% 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

KB
Helps us monitor customer ticket SLAs and enables us to understand why SLAs are missed and to improve our processes as a result
There are a lot of predefined reports but we asked for a lot of changes. The problem is that every organization has its own processes and needs. As a result, we had to do a lot of customization on the reporting. The reporting is okay, but it doesn't give you reports that make you say "wow," like you might see from a tool like MRTG or PRTG whose reports give you a good feeling. The detailing is not there in the Infraon Desk reports and there are no graphical elements in them. The reporting is slightly weak and needs to be improved. It should become a more graphical presentation of information. It's much more jazzy when you present something in a PowerPoint rather than a Word document. If the system is capturing a lot of data about certain parameters, I should have the option to generate a report based on all those parameters in any permutation and combination. That kind of flexibility is needed. The reports do help us to analyze and understand things at the customer level, but they could be better. Something that is missing is predefined dashboards. I would expect to see dashboards with some parameters that are predefined.
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

"Infraon Desk is very flexible in nature and can be customized for my needs. The fact that I can customize it the way I want is the best part of the tool for me."
"There are a few dashboards and they are helpful because, in our organization, we have different groups of people who need different kinds of dashboards... as head of network operations, I need a top-level view. I want to see how many calls are open and how many calls are pending, on average, and some trend analysis. Whereas a manager in my team might like to see slightly more detail."
"The most valuable features of this solution are Incident and Request Management."
"The dashboards are nicely laid out."
"What I really like about this solution, is how it manages the queues, the tickets and the routing."
"We get software developed faster."
"Jira Service Management is flexible. It is easy to navigate without requiring extra learning. The user experience has been good."
"It scales well."
"Its integration is most valuable. It is pretty open for integration."
"The initial setup is straightforward."
 

Cons

"Better connectivity and integration with more collaborative platforms would be helpful."
"The reporting is okay, but it doesn't give you reports that make you say "wow," like you might see from a tool like MRTG or PRTG whose reports give you a good feeling. The detailing is not there in the Infraon Desk reports and there are no graphical elements in them. The reporting is slightly weak and needs to be improved."
"The licensing model could be improved."
"JIRA Service could benefit from improvements to its voice support."
"The product does not have the capability to sort queued tickets by product. This would be useful in making workflows more efficient."
"The pricing could be better."
"The product does not allow customization of reports."
"The solution should be more formalized. It could be more user-friendly."
"JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools."
"Jira Service Management should be more user-friendly."
 

Pricing and Cost Advice

"The pricing model is very competitive."
"The price of this solution is reasonable and it was well within my budget."
"We have an annual license with JIRA Service Management, but it is billed monthly."
"The cost has recently increased. It might be around $20 to $25 per user license."
"I price of JIRA Service Management is reasonable."
"For the people like us, the lower the price, the better. But when compared to other competitors, I think it's Jira's price is okay."
"The pricing is free for us because we are an associate partner for the product."
"The price for JIRA Service Management is reasonable and cheaper than other ITSM solutions, but the licensing model is different, so you cannot compare it with other solutions. Overall, the pricing for the solution is acceptable."
"It is one of the premium products on the market, but it is very costly, especially in the Indian market."
"Jira Service Management has affordable license fees. It's $12 a month per person."
report
Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
832,765 professionals have used our research since 2012.
 

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

Everest Service Manager
JIRA Service Desk
 

Overview

 

Sample Customers

Airtel, BSNL, Cloudnine, D-Vois, Geojit, Indian telco
mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Find out what your peers are saying about Infraon Desk vs. JIRA Service Management and other solutions. Updated: February 2025.
832,765 professionals have used our research since 2012.