No more typing reviews! Try our Samantha, our new voice AI agent.

Hornbill Systems Supportworks vs JIRA Service Management comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Apr 5, 2026

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Hornbill Systems Supportworks
Ranking in Help Desk Software
34th
Ranking in IT Service Management (ITSM)
31st
Average Rating
7.0
Reviews Sentiment
6.8
Number of Reviews
2
Ranking in other categories
No ranking in other categories
JIRA Service Management
Ranking in Help Desk Software
2nd
Ranking in IT Service Management (ITSM)
2nd
Average Rating
8.2
Reviews Sentiment
6.8
Number of Reviews
90
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of May 2026, in the IT Service Management (ITSM) category, the mindshare of Hornbill Systems Supportworks is 1.3%, up from 0.5% compared to the previous year. The mindshare of JIRA Service Management is 6.9%, down from 9.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM) Mindshare Distribution
ProductMindshare (%)
JIRA Service Management6.9%
Hornbill Systems Supportworks1.3%
Other91.8%
IT Service Management (ITSM)
 

Featured Reviews

it_user1262703 - PeerSpot reviewer
Service Desk Team Leader at a healthcare company with 5,001-10,000 employees
Excels in call logging and call flows but is limited in terms of scalability
I'd advise others to map their processes out before starting with the solution. Hornbill has recently generated a new version of its product and it meets some of the requirements that we would have been looking for. It's a bit more scalable, a bit more responsive to a customer-focused model for support, and they've improved a lot of things like process flow and self-service. In terms of rating the solution, it's difficult to grade. It really depends on the size of the organization that's trying to use it as that tool. One of the reasons why we're looking to shift is because we've grown quite a bit over the years that we've had it, which makes it difficult for it to meet our demands. However, for an organization the size of what we were when we started our journey with it, I'd rate it ten out of ten. Where we are now, with our company size and needs, I'd rate it six out of ten.
Sohaib Ahmad - PeerSpot reviewer
Vice President Service Delivery at quixel
Comprehensive workflows and data views have supported complex teams but still need cost improvements
JIRA Service Management is costly. The pricing structure needs improvement. When I add some plugins, I have to pay the cost for every user whether they are using it or not. For smaller companies, the detailed workflow editing and the kind of details that JIRA Service Management provides would be complex. For startups and smaller companies, JIRA Service Management would be complex. The cloud offering is easier because I don't have to manage the infrastructure. There are two templates of the project: company-managed and team-managed. Team-managed is a newer feature, which is good for startup-kind companies where they don't need control over data from multiple projects displaying in one dashboard. For startups, JIRA Service Management is somewhat complex with its schemes and everything. Capacity management should be improved in terms of additional features in the next release of JIRA Service Management.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"We've definitely seen an ROI; we've had the system in place for eight years, and it's provided a solid platform for us to deliver our services during that period."
"It is quite user friendly to use and has a lot of very useful features that makes the analyst/technician's life easier."
"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."
"This is the most complete and versatile enterprise task management product and issue tracker."
"Provides excellent management features."
"This solution has helped us a great deal in project management tracking and forecasting."
"Some of the most valuable features are simplicity, ease of configuration, and ease of customization."
"What I really like about this solution is how it manages the queues, the tickets, and the routing."
"The most valuable features of JIRA Service Management are the service level agreement or management, and the ticketing system, and there are frequent updates that provide improvements."
"The most valuable features of this solution are Incident and Request Management."
"The customer portal with connection with our knowledge base has been most valuable."
 

Cons

"Customer Service: I'd rate it as a 5/10 or 6/10."
"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."
"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."
"There should be better connections with access management. They should improve the connectivity."
"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."
"JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools."
"It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)"
"The solution needs to be integrated better with Office X5."
"Field addition and removal features are not very intuitive in JIRA Service Management."
"The platform should be more user-friendly. JIRA's user interface needs training to understand and utilize."
"In the Turkish market, the biggest problem is that they are looking for a server type of solution, but when it comes to Jira Service Management, Atlassian is a remote type of license."
 

Pricing and Cost Advice

"Our organization pays about $40,000 annually. There are ongoing consultancy costs and if we want to change anything, we're charged a day rate. Other than that, there are no other extra costs involved in working with the solution."
"I rate Service Management four out of 10 for affordability. The price could be better, especially for companies using more than one Atlassian product. It's suitable for SMBs that can afford it. I don't think there's another tool that's both better and cheaper. All help desk tools are relatively expensive."
"The pricing is very competitive and I think that it is okay."
"JSM's pricing is one of the best, starting at around $10 per user, per month, with volume discounts available."
"I would rate the pricing a seven out of ten, where one is low price, and ten is high price. It's competitively priced."
"On a scale of one to five, with one being really high and five being good, I would rate the price of this solution as a four."
"It costs around $150 to $200 per user."
"For the people like us, the lower the price, the better. But when compared to other competitors, I think it's Jira's price is okay."
"The price of JIRA Service Management could be reduced."
report
Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
893,311 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
No data available
Financial Services Firm
14%
Manufacturing Company
9%
Computer Software Company
6%
Educational Organization
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
By reviewers
Company SizeCount
Small Business30
Midsize Enterprise25
Large Enterprise34
 

Questions from the Community

Ask a question
Earn 20 points
What is your experience regarding pricing and costs for JIRA Service Management?
While licensing is costly, setting up JIRA Service Management is overall good because the vendor helped me, and I also received support from JIRA support, making it a positive experience.
What needs improvement with JIRA Service Management?
I feel JIRA Service Management could be better if the APIs from the sponsoring team provided more support and flexibility in API endpoints. Regarding JIRA Service Management's API and support, the ...
 

Also Known As

Supportworks
JIRA Service Desk, Atlassian Jira Service Management
 

Overview

 

Sample Customers

Aylesbury Vale District Council
mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Find out what your peers are saying about Hornbill Systems Supportworks vs. JIRA Service Management and other solutions. Updated: May 2026.
893,311 professionals have used our research since 2012.