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 IT Service Management (ITSM) 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."
"Jira gets the basics right in terms of the product backlog and a scrum board teams can use to manage sprint backlogs."
"The most valuable features of this solution are Incident and Request Management."
"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."
"The dashboards in Jira have been the most useful feature."
"The initial setup is pretty easy."
"It's easy to set up the solution."
"The initial setup is easy and straightforward."
"It has improved our work in a number of ways. First, it has made everything much faster. Before Jira Service Management, it could take weeks to resolve a ticket."
"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."
"An improvement they could add is a better management dashboard. We only use the dashboard for the administration mode. We have a dashboard that reports the state of bugs or requirements. However, customers can only view requests that they made. We are not able to share a dashboard with our manager level customers to show them all of the requests in a quick dashboard."
"The documentation needs improving, it's difficult to find specific procedures."
"The solution needs to be integrated better with Office X5."
"A lot of users have said that they want a feature that was on the on-prem version of Jira and the vendor can't deliver. They're either unwilling or unable to give feature parity."
"There is no notification regarding language upgrades."
"I don't think the program is very scalable."
"I rate Atlassian support two out of 10. It takes a lot of time to reach them and get ahold of someone who understands my problem enough to provide a solution. Also, I live in Israel, so my work week is Sunday through Thursday, but I can only contact them from Monday to Wednesday."
"The performance in cloud service management could be improved."
Earn 20 points
Infraon Desk is ranked 37th in IT Service Management (ITSM) while JIRA Service Management is ranked 2nd in IT Service Management (ITSM) 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 IT Service Management (ITSM) vendors and best Help Desk Software vendors.
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