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 initial setup is easy and straightforward."
"A good organizational tool."
"Its integration is most valuable. It is pretty open for integration."
"This is the most complete and versatile enterprise task management product and issue tracker."
"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."
"There are two things that I value very much about this product. One is the service levels management – the SLA agreement management part of it – and knowledge management."
"The customer portal with connection with our knowledge base has been most valuable."
"The most valuable feature of JIRA Service Management is a plugin we are using for the front end for simple user forms."
"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 queries are weak and lack advanced functionality. You can do rudimentary queries, but you can't aggregate. You can't filter for a lot of things that would be useful, so you need to use plugins to write writing advanced queries. I run into problems when working with different organizations because they always have restrictions on what kind of plugins they allow."
"JSD has some analytics, but it's pretty much basic and simple dashboards. There's no mobile application for JSD. It really would benefit from better implementation with other vendors. We're heavily reliant on some external marketplace applications."
"They need to work on the speed of Jira."
"I would like to see improvement in the ability to filter completed tasks."
"It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)"
"The solution needs to be integrated better with Office X5."
"The documentation needs improving, it's difficult to find specific procedures."
"I think the performance can be better."
More Hornbill Systems Supportworks Pricing and Cost Advice →
Earn 20 points
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.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.