We performed a comparison between Hornbill Systems Supportworks and JIRA Service Management based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."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."
"JIRA helps integrate Kanban Board features and for this reason what it does it does well."
"The dashboards are nicely laid out."
"The customer portal with connection with our knowledge base has been most valuable."
"Some of the most valuable features are simplicity, ease of configuration, and ease of customization."
"The stability of JIRA Service Management is good."
"I'm mainly working in the ITSM module of JIRA Service Management, and the integration between the system incident and how you can link all the records to the change makes it quite powerful."
"This solution has helped us a great deal in project management tracking and forecasting."
"The most valuable features of this solution are Incident and Request Management."
"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."
"It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence."
"JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow."
"The price is a point of contention for me. It does overall work out as a significant amount of money that will be spent over a shorter period of time."
"The deployment can be a bit complex, especially for those who are not technical."
"The initial setup is very complex."
"When you raise a ticket with Jira, there's no ability to see your other JIRA tickets."
"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."
"The pricing could be better."
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Hornbill Systems Supportworks is ranked 35th in Help Desk Software while JIRA Service Management is ranked 2nd in Help Desk Software 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, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud.
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