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Top Review
Find out what your peers are saying about Infraon Desk vs. JIRA Service Management and other solutions. Updated: September 2021.
536,244 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:

Pros
"There are a few dashboards and they are helpful because, in our organization, we have different groups of people who need different kinds of dashboards... as head of network operations, I need a top-level view. I want to see how many calls are open and how many calls are pending, on average, and some trend analysis. Whereas a manager in my team might like to see slightly more detail.""Infraon Desk is very flexible in nature and can be customized for my needs. The fact that I can customize it the way I want is the best part of the tool for me."

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"It's easy to set up the solution.""Some of the most valuable features are simplicity, ease of configuration, and ease of customization.""The SLA, speed, the comments from agents' side, and the dashboard for agents are the most valuable features.""The most valuable features are the management tools.""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.""Easily integrates with other tools.""The simplicity is good for our clients. The price is good.""The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I can see my test coverage and all that kind of stuff. The integration between these three is very useful. It is pretty customizable, and it integrates well. There are a lot of add-ins and a lot of connectors to third-party products. In my last company, we used Test Royal for managing all the tests, and it integrated perfectly with that. For any issue or bug, we could see what tests have been run and the complete history of the tests."

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Cons
"The reporting is okay, but it doesn't give you reports that make you say "wow," like you might see from a tool like MRTG or PRTG whose reports give you a good feeling. The detailing is not there in the Infraon Desk reports and there are no graphical elements in them. The reporting is slightly weak and needs to be improved.""Better connectivity and integration with more collaborative platforms would be helpful."

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"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.""At times you will need add-ons or additional software, so built-in features would be helpful.""From the customer side, it's not friendly used compared to other competitors, like ServiceNow or BMC. It's also not fully ITSM management if you compare it with ServiceNow or BMC. They have a full model of ITSM. In BMC they have TrueSight, they have Discovery, which helps IT to discover IT equipment with a serial number, with the specs, capacity of the server.""If we can have an easier way to deploy this solution without the help of a consultant and a more reliable way of deploying procedures, it would be quite helpful.""The product does not have the capability to sort queued tickets by product. This would be useful in making workflows more efficient.""Integration could be improved.""There should be better connections with access management. They should improve the connectivity.""The way it handles subtasks can be improved. We would really like the ability to have different types of subtasks. If we have a user story for a feature, we would like to have a subtask for documentation, a subtask for requirements, a subtask for development, and a subtask for testing. Right now, we just make four subtasks, but there is no way to specify their type, so we have to add a custom field to specify what type of work is this. It just means you've got to look at more data. For logging time or time tracking, we would like to have something using which we can define the work type we're doing. We would like to log whether we're working on a bug, a new development, scope change, or rework. We've got a user story for which we do the dev, and then we have to do more dev. It is the same story, but some of it could have been a scope change, and some of it could be a rework because we either screwed up the first time or missed something obvious. Currently, we have to have a custom field and track that separately. It would be nice to have some kind of work type for logging time."

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Pricing and Cost Advice
"The pricing model is very competitive.""The price of this solution is reasonable and it was well within my budget."

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"It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain.""We may upgrade the license that we have. The license that we currently have is good for 500 agents, and it's not full yet.""The pricing is free for us because we are an associate partner for the product.""Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests, which have a $10 a month flat rate, so right now, it is $10 a month. There are lots of add-ons. They do a free version, a standard version, and a premium version. In the last company, we started on $50 a month. By the time I left, we were paying $4,500 a month. That was mainly because we had 100 users on Confluence. I bought an add-on for Jira software for which we had 10 users, and that was $5 per user per month. It was costing me $500 a month, whereas it should only be $50 a month. I don't know if licensing fee has changed. I'd like our whole company to use it, but the big problem is the licensing because the Confluence side is what is really useful, but if I add 30 users to Confluence and then buy an extension for Jira software, I've got to pay for 30 licenses, even though I've only got two users in Jira software. It is the one big disadvantage of cloud software. You always have to pay for the number of seats regardless of which product you are on. This will probably severely limit how many people would use it because I'm not going to start paying $10 per user per month for a Jira software add-on when there are only two people using it.""We need a license because we have a higher number than the free part.""The pricing is very competitive and I think that it is okay.""I am using the free version, but my clients are paying for it. When they start, they evaluate it for 30 days, and after seeing the value, they move to its paid version."

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Questions from the Community
Top Answer: Infraon Desk is very flexible in nature and can be customized for my needs. The fact that I can customize it the way I want is the best part of the tool for me.
Top Answer: The price of this solution is reasonable and it was well within my budget. There was a front-end implementation charge in addition to our standard enterprise licensing fee.
Top Answer: The version that I am using is very basic and I wouldn't say that it has extraordinary services capabilities that I've never seen before. I think that when I move to the improved platform in version… more »
Top Answer: The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I… more »
Top Answer: Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests… more »
Ranking
18th
out of 55 in Help Desk Software
Views
225
Comparisons
127
Reviews
2
Average Words per Review
1,789
Rating
7.5
2nd
out of 55 in Help Desk Software
Views
8,520
Comparisons
7,027
Reviews
20
Average Words per Review
616
Rating
7.9
Comparisons
Also Known As
Everest Service Manager
JIRA Service Desk
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Overview

With its light-weight codes, Infraon DESK can not only integrate with any existing tools in your datacenter, but also act as an Umbrella Manager for managing all your supporting IT tools on a single unified dashboard.

Jira Service Management empowers teams with everything they need to get started fast. Check out capabilities for ITSM practices like request, incident, problem, change, and configuration management.

Offer
Learn more about Infraon Desk
Learn more about JIRA Service Management
Sample Customers
Airtel, BSNL, Cloudnine, D-Vois, Geojit, Indian telco
mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Top Industries
No Data Available
REVIEWERS
Computer Software Company33%
Comms Service Provider20%
Retailer13%
Transportation Company7%
VISITORS READING REVIEWS
Computer Software Company28%
Comms Service Provider22%
Government7%
Financial Services Firm7%
Company Size
No Data Available
REVIEWERS
Small Business53%
Midsize Enterprise10%
Large Enterprise37%
Find out what your peers are saying about Infraon Desk vs. JIRA Service Management and other solutions. Updated: September 2021.
536,244 professionals have used our research since 2012.

Infraon Desk is ranked 18th in Help Desk Software with 2 reviews while JIRA Service Management is ranked 2nd in Help Desk Software with 13 reviews. Infraon Desk is rated 7.6, while JIRA Service Management is rated 8.0. The top reviewer of Infraon Desk writes "Helps us monitor customer ticket SLAs and enables us to understand why SLAs are missed and to improve our processes as a result". On the other hand, the top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". Infraon Desk is most compared with Motadata IT Service Management, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Zendesk Guide, IBM Maximo and PagerDuty. See our Infraon Desk vs. JIRA Service Management report.

See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

We monitor all Help Desk Software 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.