We performed a comparison between Hornbill Systems Supportworks 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."The solution's business process flow is quite strong. Its reporting is quite good. The standard, basic ITSM functionality like call logging and call flow, for example, are areas the solution really excels in."
"I think one of the most valuable things is that it's all integrated."
"Allows customized processes for our service contracts."
"It is much more controlled and allows for different kinds of customization that we can plan and implement based on the project requirements."
"The automations will really help the company by delegating work the way your company operates."
"Auditing team uses this solution to track audit findings and follow-up."
"The most valuable feature of the solution is its SLA, which everybody wants when it comes to a service-based offering."
"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."
"Jira gets the basics right in terms of the product backlog and a scrum board teams can use to manage sprint backlogs."
"It's worked well for us for a significant period of time. However, we are kind-of outgrowing it at the moment. We're struggling a bit with making it meet our requirements."
"JSM's ability to handle large volumes of emails isn't great."
"The deployment can be a bit complex, especially for those who are not technical."
"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."
"Field addition and removal features are not very intuitive in JIRA Service Management."
"SaaS version for large organizations (more than 2000 users) is not available."
"Cost has prohibited us from switching entirely to this solution."
"Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive."
"Integration could be improved."
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Hornbill Systems Supportworks is ranked 39th in IT Service Management (ITSM) while JIRA Service Management is ranked 2nd in IT Service Management (ITSM) with 73 reviews. Hornbill Systems Supportworks is rated 7.0, while JIRA Service Management is rated 8.2. The top reviewer of Hornbill Systems Supportworks writes "Excels in call logging and call flows but is limited in terms of scalability". On the other hand, the top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". Hornbill Systems Supportworks is most compared with ServiceNow, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, BMC Helix ITSM and PagerDuty Operations Cloud. See our Hornbill Systems Supportworks vs. JIRA Service Management report.
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