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."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."
"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."
"What I really like about this solution, is how it manages the queues, the tickets and the routing."
"JSM's best feature is the integration with other Jira products."
"This service management solution has a good user interface. It helps improve your IT request requirements and makes tracking requests easier."
"Provides excellent management features."
"We use JIRA Service Management for tracking purposes, planning, and execution."
"One of the best features is that I can share tickets with team members, at which point any team member is able to pick one up and work on it."
"I like the precise ticket management capabilities. JIRA Service Management is easy to use as 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."
"It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow."
"I don't think the program is very scalable."
"The product could improve its asset management."
"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 performance in cloud service management could be improved."
"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."
"The solution should be more formalized. It could be more user-friendly."
"In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems."
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, BMC Helix ITSM, Freshdesk 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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