We performed a comparison between Hornbill Systems Supportworks and JIRA Service Management based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."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."
"Compared to other solutions, Jira Service Management is really reasonable regarding price and speed."
"The customer portal with connection with our knowledge base has been most valuable."
"What I really like about this solution, is how it manages the queues, the tickets and the routing."
"The most valuable features of JIRA Service Management are the service level agreement or management, and the ticketing system. Additionally, there are frequent updates that provide improvements."
"I think one of the most valuable things is that it's all integrated."
"I find the Kanban chart where we put each story in to be the most valuable feature. We use the Kanban chart to revise the project every morning in our five-minute meeting."
"Service Management is great if you're an Atlassian shop already using JIRA for the development team and you want another tool for help desk ticketing. When it's all under the same umbrella, I can easily take a ticket from the help desk and move it to the development team. You can't beat that integration between two products."
"One of the best things about JIRA is that it searches for answers while questions are being typed so some tickets do not need to be submitted."
"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 would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)"
"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."
"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."
"Initially, as a completely new user, the interface was not very user-friendly, with many cluttered options."
"JIRA Service could benefit from improvements to its voice support."
"SaaS version for large organizations (more than 2000 users) is not available."
"The product could improve its asset management."
"I'd like to update the dashboard so that more features are available."
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Hornbill Systems Supportworks is ranked 35th in Help Desk Software while JIRA Service Management is ranked 2nd in Help Desk Software 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.
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