Hornbill vs JIRA Service Management
User Ratings & Reviews
Reviews are generated by real users. When reviewing a product, users are asked to assess the product’s overall quality, which includes assigning specific ratings for ease of use, value for money, customer support, and functionality.
Ease-of-Use
4.6 / 5
4.2 / 5
Value for Money
4.4 / 5
4.3 / 5
Customer Support
4.7 / 5
4.3 / 5
Functionality
4.2 / 5
4.5 / 5
Last Review Written
September 15, 2020
September 7, 2024
Pros/Cons
Pros
- If we had any reservations about the software then we wouldn't be using it, and I think that this is the best recommendation I can give that we are VERY happy with it.
- The Hornbill Community Forums is a great resource, the people are nice, Hornbill themselves have been exceptionally good with our queries or if we need any assistance.
- All in all, we are very happy to be using the software and dealing with them on a business level. We would (and do!) recommend Hornbill to other people and businesses.
Cons
- We had to integrate the Service Desks for 3 Hospitals into one using aggressive timescales with limited resources.
- Migration from Zendesk for all our historic tickets was very painful - we had over 100,000 and this has taken months to complete.
- There are some standard functionalities you would expect an ITSM platform to have which are missing on Hornbill.
Pros
- I feel confident that our systems team will be able to effectively take care of our requests without the hassle from having to coordinate emails.
- Perfect for tracking your daily and weekly tasks. Great to work with in a team project.
- The Service Management tool for Atlassian is a great option for medium to large teams. One of my favorite things about this is the customizable options for all areas of the tool.
Cons
- When there are large about of mini-tasks some of them can get lost. Unable to merge issues to another project.
- It is little bit hard and confusing to edit workflow. There is only few interface customization option.
- I do not work directly on the systems team so on the side of requesting ticketing, I have yet to find a negative part of this software.
Pricing
Pricing Range
$
$
$
$
$
$
$
$
$
$
Product Demo & Screenshots
Product Demo
N/A
Advisor Recommendations & User Awards
FrontRunners
The top products based on usability and customer satisfaction, as rated by user reviews. Check out our full methodology description for more detail.
FrontRunners
2022
FrontRunners
2024
Advisor Recommendations
Our industry-specific advisors recommend products based on specific business needs. Connect with us to get your personalized recommendations.
N/A
N/A
Additional Info
Ideal Customer Size
Small
Medium
Large
Small
Medium
Large
Deployments
Cloud, SaaS, Web-Based
Desktop - Mac
Desktop - Windows
Desktop - Linux
Desktop - Chromebook
On-Premise - Windows
On-Premise - Linux
Mobile - Android
Mobile - iPhone
Mobile - iPad
Cloud, SaaS, Web-Based
Desktop - Mac
Desktop - Windows
Desktop - Linux
Desktop - Chromebook
On-Premise - Windows
On-Premise - Linux
Mobile - Android
Mobile - iPhone
Mobile - iPad
Support and Training
Support
Email/Help Desk
FAQs/Forum
Knowledge Base
Phone Support
24/7 (Live Rep)
Chat
Email/Help Desk
FAQs/Forum
Knowledge Base
Phone Support
24/7 (Live Rep)
Chat
Training
In Person
Live Online
Webinars
Documentation
Videos
In Person
Live Online
Webinars
Documentation
Videos
