We performed a comparison between Infraon Desk and JIRA Service Management based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."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."
"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."
"The initial setup is pretty easy."
"One of the valuable features is that an automatic response or action can be taken on tickets."
"It is much more controlled and allows for different kinds of customization that we can plan and implement based on the project requirements."
"It scales well."
"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."
"The most valuable features of this solution are Incident and Request Management."
"Great to be able to create customized forms."
"The customer portal with connection with our knowledge base has been most valuable."
"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."
"Better connectivity and integration with more collaborative platforms would be helpful."
"The main issue with this solution is there's no limited subscription available for plugins we only use for a few people. If we only have a team of twenty using a plugin, we still have to purchase a subscription for the whole 200 users."
"They need to work on the speed of Jira."
"With Jira, we were unable to implement time-based automation in its ticketing system. We would like a feature where we can define tickets based on severity, then tickets are automatically escalated to the next level after a set period of time if they go unanswered."
"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."
"When you raise a ticket with Jira, there's no ability to see your other JIRA tickets."
"The initial setup is very complex."
"Cost has prohibited us from switching entirely to this solution."
"JIRA Service could benefit from improvements to its voice support."
Infraon Desk is ranked 20th in Help Desk Software with 2 reviews while JIRA Service Management is ranked 2nd in Help Desk Software with 42 reviews. Infraon Desk is rated 7.6, while JIRA Service Management is rated 8.2. The top reviewer of Infraon Desk writes "Helps us monitor customer ticket SLAs and enables us to understand why SLAs are missed and to improve our processes as a result". On the other hand, the top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". Infraon Desk is most compared with SCSM, Clarity SM, ServiceNow and ManageEngine ServiceDesk Plus, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, Zendesk Guide and BMC Helix ITSM. See our Infraon Desk vs. JIRA Service Management report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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