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 IT Service Management (ITSM) 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."
"This is the most complete and versatile enterprise task management product and issue tracker."
"JIRA SD also helps for much better feedback on the work being done. All colleagues can see what is happening."
"Auditing team uses this solution to track audit findings and follow-up."
"This is a flexible tool for logging and tracking issues efficiently."
"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 dashboards are nicely laid out."
"The initial setup is pretty easy."
"Provides excellent management features."
"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."
"If I need a new feature, JIRA requires me to pay for all users when only specific people use that add-on. I should not have to pay for everyone, so this is an area for improvement."
"It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow."
"The search function could be improved. We have to search a certain way. There is no generic search; it is more object-oriented search."
"The product does not have the capability to sort queued tickets by product. This would be useful in making workflows more efficient."
"Currently lacks an asset management module that can affect deployment."
"I rate Atlassian support two out of 10. It takes a lot of time to reach them and get ahold of someone who understands my problem enough to provide a solution. Also, I live in Israel, so my work week is Sunday through Thursday, but I can only contact them from Monday to Wednesday."
"The solution should be more formalized. It could be more user-friendly."
"Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive."
Earn 20 points
Infraon Desk is ranked 37th in IT Service Management (ITSM) while JIRA Service Management is ranked 2nd in IT Service Management (ITSM) with 73 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 , whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud. See our Infraon Desk vs. JIRA Service Management report.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
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