Compare Hornbill Systems Supportworks vs. JIRA Service Desk

Hornbill Systems Supportworks is ranked 25th in IT Service Management (ITSM) while JIRA Service Desk is ranked 4th in IT Service Management (ITSM) with 11 reviews. Hornbill Systems Supportworks is rated 0, while JIRA Service Desk is rated 8.0. On the other hand, the top reviewer of JIRA Service Desk writes "An excellent solution for tracking customer service issues and tracking technical support issues". Hornbill Systems Supportworks is most compared with ServiceNow and JIRA Service Desk, whereas JIRA Service Desk is most compared with ServiceNow, ManageEngine ServiceDesk Plus and BMC Helix Remedy.
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Most Helpful Review
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Find out what your peers are saying about ServiceNow, CA Technologies, BMC and others in IT Service Management (ITSM). Updated: September 2019.
366,090 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pricing and Cost Advice
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But about the plugins, I found one plug-in — its name is Actionable Metric I think — and it is $3000. That is very expensive for users in Iran.Costs are about $50 per user per year. JIRA is sold in user tiers of 25, 50, 100, 250, 500, 2000, 10,000, and unlimited users. It is bad when you have 51 users then the price is based on that 100 user tier. Users at 100 will be the most cost effective.JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent.Do not forget to calculate add-on costs. These cost a percentage of the JIRA purchasing costs and are based on the number of JIRA users.Buying a software solution is only a half part of the solution (or even less). You need to optimize usage of the software by hiring professionals who will help you to make the most of the software, especially in the beginning.I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise.

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Ranking
Views
302
Comparisons
226
Reviews
0
Average Words per Review
0
Avg. Rating
N/A
Views
7,759
Comparisons
6,365
Reviews
5
Average Words per Review
540
Avg. Rating
8.0
Top Comparisons
Compared 27% of the time.
Also Known As
Supportworks
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Hornbill Systems
Atlassian
Overview
Supportworks brings you the ideal combination of business process automation, functionality and flexibility. It's a comprehensive ITIL-compatible application that satisfies most requirements out of the box. Fully integrated processes and support templates mean you can rapidly adopt key components of the service lifecycle. If you don't need all the disciplines immediately, just switch them off until you're ready. Supportworks has the flexibility to support any service desk requirement: HR and FM applications are available. which means you can run all your service desks on a single platform, eliminating duplicated effort, reducing hardware and software costs, and simplifying support.JIRA Service Desk is service management software that connects IT to your business through fast, accountable resolution of customer requests. Built on Atlassians JIRA workflow engine, JIRA Service Desk offers a collaborative, agile platform and knowledge base thats low cost, easy to set up and scale, highly flexible, and features a powerfully-simple user experience. Redefine what IT means for your business with JIRA Service Desk.
Offer
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Sample Customers
Aylesbury Vale District Councilmgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Top Industries
No Data Available
VISITORS READING REVIEWS
Software R&D Company18%
Financial Services Firm16%
Government10%
Comms Service Provider8%
Find out what your peers are saying about ServiceNow, CA Technologies, BMC and others in IT Service Management (ITSM). Updated: September 2019.
366,090 professionals have used our research since 2012.
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.
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