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Agiloft Service Desk Suite vs JIRA Service Management comparison

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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

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
661
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (2nd), AI Legal & Compliance (1st), AI Finance & Accounting (2nd), AI Procurement & Supply Chain (1st)
Agiloft Service Desk Suite
Average Rating
9.6
Reviews Sentiment
7.4
Number of Reviews
2
Ranking in other categories
Help Desk Software (44th)
JIRA Service Management
Average Rating
8.2
Reviews Sentiment
6.8
Number of Reviews
90
Ranking in other categories
Help Desk Software (2nd), IT Service Management (ITSM) (2nd)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
Management Consultant at Accenture
Has significantly improved document-driven workflows and reduced processing time across finance and HR functions
Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.
MG
Project Executive at GT Services LLC
Our customer service and productivity have increased in quality and quantity since using this product
Agiloft has a great support team to help the process along. They are affordable, friendly, and knowledgeable. The tech support team acts like walking encyclopedias. They know databases and programming. After all these years, we hardly need to speak to Agiloft anymore. However, they have great customer support. Every time we need something from them, they make our small troubles go away quickly.
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

"I implemented AA in different environments, the AA installation is the smoothest compared to other RPA software installs."
"Error handling plays an important role when you schedule a bot because if you are not physically present and something happens, you need to know what has gone wrong."
"AA control room is one central system to manage our tasks. We found it excellent to administrate. It was used for easy scheduling of process/task in Remote desktop. This helped to avoid manual intervention to trigger tasks."
"I started my RPA journey with Automation Anywhere only because it is the best available solution in the market."
"The most valuable feature in this solution is the IQ Bot."
"The technical support is something that I rely on if I have any queries or if I have to work on another alternate approach."
"With Automation Anywhere, what used to take us two days now takes us twenty minutes."
"Automation Anywhere helps improve our organization by allowing us to automate processes that should not be manual."
"Our customer service and productivity have increased in quality and quantity since using this product."
"This product paid for itself within the first six months of use, and after about six months, we started making a return on our investment at more than 300%."
"Because this product is infinitely customizable and easily developed, we are using it for other applications."
"It makes the IT department more transparent and helps the employees."
"The stability of JIRA Service Management is good."
"JSM's pricing is one of the best, starting at around $10 per user, per month, with volume discounts available."
"The SLA, speed, the comments from the agents' side, and the dashboard for agents are the most valuable features."
"Jira gets the basics right in terms of the Product Backlog and a Scrum Board that Scrum Teams can use to manage Sprint Backlogs."
"I like the precise ticket management capabilities. JIRA Service Management is easy to use as well."
"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."
"The solution is scalable; we have currently deployed it to about 35 agents and it will be deployed to around 1200 customers, all of them dealing with creating and resolving tickets."
 

Cons

"Some things that I do not see as of today are interactive chat or video interface."
"The installation piece was sort of complicated because we are new to the business. We are new to installing Automation Anywhere services and the services that they are providing. So, we are sort of expected some kind of installation engineer to come onto our premises and provide the support, rather than remotely."
"I would like more with OCR and data capture. We are partnering with IBM to help bridge this gap, but Automation Anywhere should continue to expand on their product line and provide these capabilities, as well."
"We have trouble with large volumes of data in Excel and are not getting good results."
"Although, IQ Bot has data being extracted from it. It can improve with more features, like handwritten copies that are readable."
"As of now IQ Bot only takes/fetches the record of the places that we have marked. e.g. Invoices fields that are dynamic in nature are very difficult to fetch the data from the scan copy. If this feature gets added, it will save a lot of time for developers."
"The platform has good capabilities, but it could improve by providing more development options."
"Automation Anywhere is troublesome for some people because of the way it is organized."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow."
"There should be some AI integrations now as AI is in the picture."
"Service Management currently lacks an asset management module that can make deployment more difficult."
"I would like to see improvement in the ability to filter completed tasks."
"The technical support from Atlassian rates at five out of ten."
"This solution lacks features for project management. I would like to see more reports."
"The search function could be improved. We have to search a certain way. There is no generic search; it is more object-oriented search."
"From the customer side, it's not friendly used compared to other competitors, like ServiceNow or BMC."
 

Pricing and Cost Advice

"It is affordable for us."
"Despite being less expensive than UiPath, Automation Anywhere remains cost-prohibitive for many small and medium-sized businesses."
"The pricing strategy for us is one license for development. It is more complicated than that depending on the options you choose."
"It's cheaper than other similar solutions."
"It's the best RPA tool, but the pricing could be improved."
"Automation Anywhere pricing and licensing are competitive compared to the other automation vendors."
"Talk to your manager and try to procure an automation license for training. This will allow you to train people, so you can move to automation."
"The pricing model can be a bit more flexible."
"Agiloft has by far the best entry point for both cost and learning curve."
"After about six months, we started making a return on our investment at more than 300%."
"The price of the solution is becoming expensive and it should be reduced."
"The price of JIRA Service Management could be reduced."
"This is pricey solution. Should we move to using all cloud solutions in our business, we may move to different tools that have multiple functionality versus having a solution for each area. This would be too pricey and we would need to replace Jira with a different solution that also offers other features."
"We have paid $20,000 recently for a one-year license for our on-prem server."
"We need a license because we have a higher number than the free part."
"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."
"I price of JIRA Service Management is reasonable."
"It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain."
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Top Industries

By visitors reading reviews
Outsourcing Company
15%
Financial Services Firm
12%
Comms Service Provider
10%
Manufacturing Company
10%
No data available
Financial Services Firm
14%
Outsourcing Company
10%
Manufacturing Company
8%
Comms Service Provider
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business161
Midsize Enterprise82
Large Enterprise560
No data available
By reviewers
Company SizeCount
Small Business30
Midsize Enterprise25
Large Enterprise34
 

Questions from the Community

How good is Automation Anywhere for RPA processes?
It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...
How good is Automation Anywhere for RPA processes?
From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...
How good is Automation Anywhere for RPA processes?
It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.
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 als...
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 flexibi...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
No data available
JIRA Service Desk, Atlassian Jira Service Management
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
EMC, ArcaTech Systems, Idera Pharmaceuticals, RBC, Affinity Service Group, Atrenta, DCG systems, ENKI, Hopkins County Board of Education, MVTS Technologies
mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Find out what your peers are saying about Agiloft Service Desk Suite vs. JIRA Service Management and other solutions. Updated: September 2026.
914,262 professionals have used our research since 2012.