We performed a comparison between Infraon Desk 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."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."
"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."
"The initial setup is straightforward."
"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."
"It is much more controlled and allows for different kinds of customization that we can plan and implement based on the project requirements."
"The solution offers lots of information on the website to assist with technical queries. There are also many community sites to help you troubleshoot any problems."
"This solution has helped us a great deal in project management tracking and forecasting."
"Jira gets the basics right in terms of the product backlog and a scrum board teams can use to manage sprint backlogs."
"In Jira Service Management, the most beneficial features are process improvement, workflows, and escalations."
"JIRA helps integrate Kanban Board features and for this reason what it does it does well."
"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."
"I would like to see improvement in the ability to filter completed tasks."
"The initial setup is very complex."
"Lacks an interface where the customer can report issues."
"It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)"
"The main issue with this solution is there's no limited subscription available for plugins we only use for a few people. If we only have a team of twenty using a plugin, we still have to purchase a subscription for the whole 200 users."
"They need to work on the speed of Jira."
"I don't think the program is very scalable."
"Generally requires the purchase of additional plugins."
Earn 20 points
Infraon Desk is ranked 39th in Help Desk Software while JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews. Infraon Desk is rated 7.6, while JIRA Service Management is rated 8.2. 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 , whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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