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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
641
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 (1st), AI Legal & Compliance (1st), AI Finance & Accounting (1st), 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 (45th)
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

"The ability for it to be able to be scaled rapidly. For us, it has certainly provided a range of flexibility that we hadn't appreciated before we started. This means that in times of high demand for processes to be completed, we're able to quickly scale up on demand. That gives us that additional flexibility without the need to potentially consider contingent labor increases. So, it's sort of a head count avoidance increase. So, that's proved very useful for us."
"In most of the use cases, both time and cost are being saved, which is the reason they are using these automations."
"Automation Anywhere's central command center is good."
"Automation Anywhere is a valuable tool, as a developer I can do whatever I want: if I want to do automation with the web, Windows, mainframe, or SAP applications, we can do whatever we want with automations using Automation Anywhere."
"Even as we were getting into RPA for the first time, I found it easy to understand this tool."
"The ease of use and its ability to change the code when something in the main process or core process changes. The ease of use is really good."
"Automation Anywhere is a very good tool because it helps you along the process."
"This is the right platform and choice, as every business needs to be at this pace and cannot ignore automation if you really want your company to get to the next level and be at par with competitors."
"Because this product is infinitely customizable and easily developed, we are using it for other applications."
"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%."
"The tool is scalable."
"The most valuable feature of JIRA Service Management is a plugin we are using for the front end for simple user forms."
"Based on my experience, you should go for the full Atlassian ecosystem if you are looking for IT service management and workflow management for your businesses."
"I think it's very easy to develop any process inside Jira Service Management, you can build any software with it."
"From where I sit, the cloud version is superior, mainly due to not having to manage the upkeep of Jira, which was quite frankly a pain, but that's just the nature of Jira."
"The simplicity is good for our clients. The price is good."
"Reporting and easy export to Excel spreadsheets."
"Easily integrates with other tools."
 

Cons

"I could personally use automated testing, which we currently do not have in Automation Anywhere."
"With Citrix, we need a dedicated server to work with it. This has become complicated, as it is not easy to pull all the systems together into one place. It would be better if the Automation Anywhere team could make this easy and simple."
"It would be better to make it more user-friendly so that individuals with no experience can pick it up pretty quickly."
"In order to score nine or ten, they still need to provide more flexibility and integration with other tools and options."
"IQ Bot has some limitations that should be improved in future releases."
"Though IQ Bot is the most powerful and effective cognitive OCR platform for data extraction in the market, still, there is a lot of scope for improvement as there are a lot of non-standard documents which do not give a high straight-through processing rate and accuracy."
"When we try to process structured documents but with some little pen marks, improper partitions, or faded documents, IQ Bot fails to extract data properly out of them."
"I would like to have the ability to schedule bots by whichever one is available."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"We have to worry about how they are increasing their price. Atlassian will increase the price by 5% for most of the tools. It's getting expensive."
"There is room for improvement in the user interface and the queues."
"We have tried exporting some of the test cases into Jira from Excel. The interface for that isn't very user-friendly."
"JIRA Service Management is costly."
"We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better."
"It was complex for us because we had to migrate data from HPSM. We required a consultant to be involved, and even the consultant struggled for some time."
"The performance in cloud service management could be improved."
"The biggest issue is not being able to display linked issues and that makes scalability painful as far as the customer experience goes, and weighs down the system with more tickets."
 

Pricing and Cost Advice

"The pricing is a bit higher."
"The cost is affordable, which makes an easy barrier to entry for the RPA market."
"Our costs are approximately between $5,000 to $10,000 per license."
"I would rate the cost of Automation Anywhere as a six out of ten, with ten being the most expensive."
"The cost is high for small-scale businesses but it is fine for medium and large enterprises. Its high licensing cost may affect small-scale businesses. Reducing licensing costs would benefit many users."
"I think it's $5,500 per license."
"We were paying approximately $30,000 for a year license."
"It's cheapest among the competition, although bargaining is a must."
"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%."
"It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain."
"I am using the free version, but my clients are paying for it. When they start, they evaluate it for 30 days, and after seeing the value, they move to its paid version."
"It depends on the number of users but it starts at $20 per month per user. I would rate them a three out of five for pricing."
"Licensing can become quite expensive."
"I would rate the pricing a seven out of ten, where one is low price, and ten is high price. It's competitively priced."
"We need a license because we have a higher number than the free part."
"Costs are about $50 per user per year. JIRA is sold in user tiers of 25, 50, 100, 250, 500, 2000, 10,000, and unlimited users. It is bad when you have 51 users then the price is based on that 100 user tier. Users at 100 will be the most cost effective."
"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."
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Construction Company
12%
Manufacturing Company
11%
Computer Software Company
7%
No data available
Financial Services Firm
15%
Manufacturing Company
9%
Computer Software Company
6%
Educational Organization
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business154
Midsize Enterprise82
Large Enterprise536
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.
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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: June 2026.
902,417 professionals have used our research since 2012.