We performed a comparison between Hornbill Systems Supportworks and JIRA Service Management based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."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 most valuable feature of JIRA Service Management is a plugin we are using for the front end for simple user forms."
"Jira lets us customize the workflow to meet our requirements. The email and alert features are also handy."
"JSM's best feature is the integration with other Jira products."
"The automations will really help the company by delegating work the way your company operates."
"The most valuable feature of the solution is its SLA, which everybody wants when it comes to a service-based offering."
"The SLA, speed, the comments from agents' side, and the dashboard for agents are the most valuable features."
"One of the main advantages of JIRA is that it can be customized for our solutions. I live in Iran and we translated some parts of it into Persian and customized it with extra features. We hid other features to customize it right to the point. We provide this solution for our customers."
"The simplicity is good for our clients. The price is good."
"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."
"JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools."
"I think the performance can be better."
"SaaS version for large organizations (more than 2000 users) is not available."
"The reporting function of this solution, particularly the filters in the portal, could be improved."
"Jira Service Management should be more user-friendly."
"The product could improve its asset management."
"It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence."
"JIRA Service could benefit from improvements to its voice support."
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Hornbill Systems Supportworks is ranked 39th in IT Service Management (ITSM) while JIRA Service Management is ranked 2nd in IT Service Management (ITSM) 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, Freshdesk, BMC Helix ITSM and PagerDuty Operations Cloud. See our Hornbill Systems Supportworks vs. JIRA Service Management report.
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