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."
"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."
"This service management solution has a good user interface. It helps improve your IT request requirements and makes tracking requests easier."
"The initial setup is easy and straightforward."
"Jira lets us customize the workflow to meet our requirements. The email and alert features are also handy."
"The flow of the reports is good."
"The dashboards in Jira have been the most useful feature."
"I think one of the most valuable things is that it's all integrated."
"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."
"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."
"Jira Service Management should be more user-friendly."
"The solution needs to be integrated better with Office X5."
"The product could improve its asset management."
"In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems."
"With Jira, we were unable to implement time-based automation in its ticketing system. We would like a feature where we can define tickets based on severity, then tickets are automatically escalated to the next level after a set period of time if they go unanswered."
"This solution lacks features for project management."
"Generally requires the purchase of additional plugins."
"I would like to see improvement in the ability to filter completed tasks."
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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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