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."
"Jira gets the basics right in terms of the product backlog and a scrum board teams can use to manage sprint backlogs."
"We can track, monitor, and get all the details we need from the end-user's point of view for any service request."
"Jira Service Management has a workflow feature you can configure for your specific requirements. It also lets you efficiently manage service requests with team members."
"The dashboards are nicely laid out."
"Allows customized processes for our service contracts."
"Auditing team uses this solution to track audit findings and follow-up."
"Developing processes is easy and user-friendly."
"It has improved our work in a number of ways. First, it has made everything much faster. Before Jira Service Management, it could take weeks to resolve a ticket."
"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 does not have the capability to sort queued tickets by product. This would be useful in making workflows more efficient."
"They need to work on the speed of Jira."
"I'd like to update the dashboard so that more features are available."
"SaaS version for large organizations (more than 2000 users) is not available."
"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."
"Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS."
"JSM's ability to handle large volumes of emails isn't great."
"When you raise a ticket with Jira, there's no ability to see your other JIRA tickets."
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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, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud. See our Hornbill Systems Supportworks vs. JIRA Service Management report.
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