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."
"Easy to use and user-friendly."
"This service management solution has a good user interface. It helps improve your IT request requirements and makes tracking requests easier."
"I like the precise ticket management capabilities. JIRA Service Management is easy to use as well."
"The most valuable features are the flexibility of defining your own workflows and automation around the workflows, and the integration with the gate or any repository."
"I think one of the most valuable things is that it's all integrated."
"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."
"Customizations are most valuable. The customization of workflows is the main power of the Atlassian tools in general."
"The product is not lacking anything that a QA will want to use."
"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 is pretty complex to move between the test environment and the production environment. There is potential for improvement."
"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."
"It is difficult to navigate if you don't have any prior knowledge."
"In the Turkish market, the biggest problem is that they are looking for a server type of solution, but when it comes to Jira Service Management, Atlassian is a remote type of license. There are just two different options, data center and cloud."
"At times you will need add-ons or additional software, so built-in features would be helpful."
"In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems."
"Integration could be improved."
"Every time there's a problem with JIRA Service Management, you have to have a look at how to solve it, and there's always a feature request or the feature request on the solution is too large and the development cycles are too slow."
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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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