We performed a comparison between Infraon Desk and JIRA Service Management based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."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."
"We have an Agile environment and using Jira makes it easy to adhere to Agile best practices."
"The most valuable features of JIRA Service Management are the service level agreement or management, and the ticketing system. Additionally, there are frequent updates that provide improvements."
"With Jira Service Desk, the simplicity of setting up a quick form and getting the service desk running quickly is very helpful."
"I like the history, the dimensioning, and how I can configure a space based on my preferences or the project circumstances."
"It is much more controlled and allows for different kinds of customization that we can plan and implement based on the project requirements."
"The simplicity is good for our clients. The price is good."
"It scales well."
"Some of the most valuable features are simplicity, ease of configuration, and ease of customization."
"Better connectivity and integration with more collaborative platforms would be helpful."
"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."
"We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better."
"Integration possibilities with other products that are not Atlassian would be helpful. Support should also provide separate installation guides for each product even though they are easy to install."
"We have tried exporting some of the test cases into Jira from Excel. The interface for that isn't very user-friendly."
"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."
"The initial setup is very complex."
"As a consultant, I have used the support. Some of the support I have received has been good and other times it could improve."
"The deployment can be a bit complex, especially for those who are not technical."
"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."
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, Freshdesk, BMC Helix ITSM and PagerDuty Operations Cloud. 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.