Hornbill Systems Supportworks vs JIRA Service Management comparison

Why PeerSpot?

Hornbill Systems and Atlassian are both solutions in the IT Service Management (ITSM) category. Hornbill Systems is ranked #32, while Atlassian is ranked #2 with an average rating of 8.1. Additionally, 50% of Hornbill Systems users are willing to recommend the solution, compared to 93% of Atlassian users who would recommend it.

Comparison Buyer's Guide

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Executive SummaryUpdated on Apr 5, 2026

JIRA Service Management and Hornbill Systems Supportworks compete in the IT service management category. JIRA Service Management is favored for pricing and customer support, while Hornbill Systems Supportworks is notable for its feature set and long-term value.

Features: JIRA Service Management integrates well with Atlassian’s ecosystem, offering streamlined ticketing and robust workflow customization. Hornbill Systems Supportworks provides comprehensive service desk capabilities, strong workflow automation, and advanced reporting tools.

Ease of Deployment and Customer Service: JIRA Service Management offers a straightforward cloud-based deployment model with responsive customer service. Hornbill Systems Supportworks provides both cloud and on-premise options with dedicated customer service and implementation assistance.

Pricing and ROI: JIRA Service Management is affordable for budget-conscious organizations, achieving quicker ROI. Hornbill Systems Supportworks requires a higher initial investment but delivers long-term value with a greater overall ROI.

To learn more, read our detailed Hornbill Systems Supportworks vs. JIRA Service Management Report (Updated: November 2026).

Buyer's Guide

Hornbill Systems Supportworks vs. JIRA Service Management

November 2026

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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

Automation Anywhere

Featured Reviews

Nadeem K.

Rpa Developer at a consultancy with 11-50 employees

Automation has freed teams from repetitive finance and supply tasks and supports global operations

In the current organization, we had trouble initially because I think the documentation and support could be better than what it is now. This is one difference between Automation Anywhere and other RPA tools such as UiPath. In UiPath, if you have an issue, you go to the UiPath website and search for it, and you get lots of help materials. In Automation Anywhere, you do not get exactly what you are looking for. You get a very large number of results when you search for something, and from this large result set, you have to filter out what you need, or only partial information will be available. User handbooks are available for each product. In that regard, I would say Automation Anywhere is lagging compared to other RPA tools. It is difficult to get hold of their customer support team. I want to clarify that it is not a matter of us building logic on Automation Anywhere and it failing. When it is a product-related issue, they have to give us support because we only know how to develop within Automation Anywhere. We do not know how to fix Automation Anywhere itself. Whenever we have an issue, trying to get in touch with them always takes three to four business days.

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it_user1262703

Service Desk Team Leader at a healthcare company with 5,001-10,000 employees

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.

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Sohaib Ahmad

Vice President Service Delivery at quixel

Comprehensive workflows and data views have supported complex teams but still need cost improvements

JIRA Service Management is costly. The pricing structure needs improvement. When I add some plugins, I have to pay the cost for every user whether they are using it or not. For smaller companies, the detailed workflow editing and the kind of details that JIRA Service Management provides would be complex. For startups and smaller companies, JIRA Service Management would be complex. The cloud offering is easier because I don't have to manage the infrastructure. There are two templates of the project: company-managed and team-managed. Team-managed is a newer feature, which is good for startup-kind companies where they don't need control over data from multiple projects displaying in one dashboard. For startups, JIRA Service Management is somewhat complex with its schemes and everything. Capacity management should be improved in terms of additional features in the next release of JIRA Service Management.

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Quotes from Members

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

Pros

"The Bot Store is an online library where anybody can find variously developed, production-ready bots."

"Workflow automation has helped a lot with cost reduction, greater accuracy, and delivery speed."

"Compared to other RPA tools, I prefer Automation Anywhere."

"The flexibility which has been built into it is its most valuable feature."

"Now they have a nice tool that is mostly stable with most of the features I could want being covered in the functionality of the product."

"On average, the return that I've seen is about three dollars for every dollar spent on RPA."

"The technical support is good. If it is required that they provide their resources, they will send their resources to your organization to support you in terms of development and technical support."

"I think most of the keystroke level activities that users used to do in probably the last five years is now taken care completely by Automation Anywhere and similar RPA providers."

More Automation Anywhere pros

"It is quite user friendly to use and has a lot of very useful features that makes the analyst/technician's life easier."

"We've definitely seen an ROI; we've had the system in place for eight years, and it's provided a solid platform for us to deliver our services during that period."

"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."

"The Jira interface is very good."

"Apart from ticket management and workflow, the Kanban board is one of the helpful tools in Jira."

"Useful for tracking issues with development."

"The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I can see my test coverage and all that kind of stuff. The integration between these three is very useful. It is pretty customizable, and it integrates well. There are a lot of add-ins and a lot of connectors to third-party products. In my last company, we used Test Royal for managing all the tests, and it integrated perfectly with that. For any issue or bug, we could see what tests have been run and the complete history of the tests."

"The solution is easy, even if you want to dock on something, it's easy to add the documentation and it easily integrates with other tools."

"Its integration is most valuable. It is pretty open for integration."

"Jira gets the basics right in terms of the Product Backlog and a Scrum Board that Scrum Teams can use to manage Sprint Backlogs."

"The customer portal allows users to register tickets themselves."

More JIRA Service Management pros

Cons

"The customer service could be improved."

"From a QA and development perspective, we would like to communicate with the tech support through email and have that put in the dashboard. This would let us better track the ticket and make it easier for us to communicate with Automation Anywhere."

"For my organization specifically, the challenge is with Automation Anywhere upgradation. We have more than 100 bots that were developed five years ago."

"The installation piece was sort of complicated because we are new to the business."

"As a developer or user, I feel that the performance of the overall package could be made a little better or reliable. For example, if I'm opening up a heavy Excel file, which is uploaded in some shared drive over the net, and I have my box coded to open that Excel to do some work or formatting on it, and depending on the network load and the size of the file, this client version while trying to access that file becomes unstable at times. It goes into the hang position until a human being comes in, ends the task, and restarts it. Until this happens, it does not respond."

"Debugging can be particularly tricky; identifying the exact reasons for bot failures can be time-consuming."

"They often provide good solutions, but sometimes they are unable to resolve issues, requiring users to find solutions independently, which can be time-consuming."

"The inclusion of word packages would help us to extract data from Word and automate word-related activities easily."

More Automation Anywhere cons

"Customer Service: I'd rate it as a 5/10 or 6/10."

"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 product could improve its asset management."

"The performance in cloud service management could be improved. For example, sometimes queries get stuck, and when you search for a specific thing, it freezes until you refresh the page."

"For us, one of the weaknesses of Service Desk is that we can not check every issue in the queue raised for one product."

"We have to worry about how they are increasing their price. Atlassian will increase the price by 5% for most of the tools. It's getting expensive."

"JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools."

"Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS."

"The user interface becomes sluggish when there are many items in the database, especially large Product Backlogs. I've had page-load times of more than 30 seconds on modern clients, and that's just unacceptable."

"Service Management currently lacks an asset management module that can make deployment more difficult."

More JIRA Service Management cons

Pricing and Cost Advice

"Automation Anywhere is costlier than the general competition. That is aligned with the share of the market it has."

"It is cost-efficient in terms of licensing. I found their support good when I was working for the airline client. However, I hear from my managers here that the support price for Tier 3 or premium is a little higher. That is why we are not going for Automation Anywhere. Its price was okay for our client, but for us, it seems expensive."

"Based on what I've heard, it's costly, but I don't know much about its pricing."

"It looks like it will be right around $115,000, not counting IQ Bot, which we won't renew until later."

"Automation Anywhere's price is considerably better than UiPath's."

"It's an ideal pricing model to customize the components based on everyone's needs."

"If it is saving FTE and Generating a good ROI then it is Worth Investing."

"They're very flexible around pricing and licensing."

More Automation Anywhere 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 Management's pricing is pretty decent compared to competitors. I rate the pricing an eight to nine on a scale of one to ten."

"Buying a software solution is only a half part of the solution (or even less). You need to optimize usage of the software by hiring professionals who will help you to make the most of the software, especially in the beginning."

"It costs around $150 to $200 per user."

"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."

"Jira Service Management has affordable license fees. It's $12 a month per person."

"But about the plugins, I found one plug-in — its name is Actionable Metric I think — and it is $3000. That is very expensive for users in Iran."

"Licensing can become quite expensive."

"I price of JIRA Service Management is reasonable."

More JIRA Service Management pricing and cost advice

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Top Industries

By visitors reading reviews

Outsourcing Company

14%

Comms Service Provider

12%

Financial Services Firm

11%

Manufacturing Company

11%

No data available

Financial Services Firm

14%

Outsourcing Company

11%

Manufacturing Company

Comms Service Provider

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	162
Midsize Enterprise	86
Large Enterprise	566

No data available

By reviewers
Company Size	Count
Small Business	30
Midsize Enterprise	25
Large Enterprise	34

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

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How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

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How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

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Ask a question

Earn 20 points

What is your favorite Help Desk Software and why?

JIRA Due to its agility.

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What is your experience regarding pricing and costs for JIRA Service Management?

While licensing is costly, setting up JIRA Service Management is overall good because the vendor helped me, and I als...

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What needs improvement with JIRA Service Management?

I feel JIRA Service Management could be better if the APIs from the sponsoring team provided more support and flexibi...

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Product Reports

Buyer's Guide

Automation Anywhere

November 2026

Download Automation Anywhere product report

Buyer's Guide

IT Service Management (ITSM)

October 2026

Download Hornbill Systems Supportworks product report

Buyer's Guide

JIRA Service Management

October 2026

Download JIRA Service Management product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

Supportworks

JIRA Service Desk, Atlassian Jira Service Management

Interactive Demo

Automation Anywhere

Demo not available

Hornbill Systems

Demo not available

Atlassian

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

Hornbill Systems Supportworks is a flexible IT service management tool designed to manage complex IT environments with ease.

Designed for IT service management, Hornbill Systems Supportworks facilitates efficient operation within complex environments. With customizable workflows and automation capabilities, it addresses detailed requirements for seamless process execution.

What are the standout features of Hornbill Systems Supportworks?

Customizable Workflow: Offers tailored workflows to fit precise IT management needs.
Automation Capabilities: Enhances efficiency through task automation, reducing manual intervention.
Integration Options: Supports integration with third-party applications, ensuring interoperability.
User Management: Streamlines user role assignments and access provisions.
Reporting Tools: Provides comprehensive reporting for data-driven decision-making.

What benefits can you expect when evaluating reviews of Hornbill Systems Supportworks?

Scalability: Adapts to growing business demands without performance issues.
Cost Efficiency: Lowers operational costs through automation and effective resource management.
Enhanced Productivity: Increases productivity by minimizing downtime and improving process flows.
Improved Service Delivery: Elevates the quality of IT services with enhanced management tools.
Time Savings: Reduces time spent on troubleshooting and routine tasks.

Hornbill Systems Supportworks is implemented across industries such as finance, healthcare, and education, where streamlined operations and reliable service management are critical. Its adaptability ensures it meets sector-specific compliance and operational challenges effectively.

Hornbill Systems

JIRA Service Management is recognized for customization, ease of use, and integration capabilities, offering flexible workflows and dashboards that enhance ticket management in organizations.

This platform contributes to streamlining business operations with features like automation and real-time updates. Businesses implement JIRA Service Management to manage ITIL processes, support tickets, and issue tracking both internally and externally. It is utilized for project management and lifecycle tracking, with Kanban boards and Confluence integration supporting change, incident, and problem management.

What are the key features of JIRA Service Management?

Customizable Workflows: Adapt workflows to meet business needs.
Integration: Seamlessly connects with other tools, including Jira and Confluence.
Real-Time Updates: Keeps teams informed and synchronized.
Automation: Reduces manual tasks with automated processes.
Scalability: Grows with organizations, accommodating increasing demands.

What benefits and ROI can be expected from JIRA Service Management?

Efficiency Gains: Improves operational efficiency through streamlined processes.
User-Friendly Interface: Simplifies adoption with intuitive navigation.
Comprehensive Reporting: Provides valuable insights to drive decisions.
Quick Setup: Fast deployment enhances time-to-value.
SLA Management: Ensures service level agreements are met effectively.

Service management platforms like JIRA Service Management are integral to industries focusing on managing IT services, such as tech firms and support-focused sectors. Organizations frequently utilize its capabilities to enhance their customer service operations, supporting optimal SLA adherence and efficient query management across departments. By tailoring its application to unique operational workflows, companies achieve improved service delivery and responsive issue resolution.

Atlassian

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Aylesbury Vale District Council

mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada

Buyer's Guide

Hornbill Systems Supportworks vs. JIRA Service Management

November 2026

Free Report: Hornbill Systems Supportworks vs. JIRA Service Management

Find out what your peers are saying about Hornbill Systems Supportworks vs. JIRA Service Management and other solutions. Updated: November 2026.

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