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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
662
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 (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

"For business professionals, it automates repetitive tasks and enhances efficiency and cost savings."
"It helped agents process tickets with minimal errors and improved average handling time as they are able to close the tickets faster."
"It is highly accurate and gets up and running in a very short period of time."
"Compared to other RPA tools, I prefer Automation Anywhere."
"Our development time has been reduced because the solution is very user-friendly."
"The tutorials that are available from Automation Anywhere are very helpful for newbies to learn the platform and get going with the tool."
"In 2018, we looked at some other products on the market, but Automation Anywhere was a perfect fit. We didn't have any issues that Automation Anywhere couldn't solve. The critical factor for us was its ease of use. We liked the drag-and-drop interface and the low-code capabilities."
"The primary use case is automation of processes for people services, such as data management of the employees, and financial processes, like reporting, financial reporting, and month-end closing activities."
"Because this product is infinitely customizable and easily developed, we are using it for other applications."
"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%."
"Our customer service and productivity have increased in quality and quantity since using this product."
"It helps with time management and team management of the new tasks."
"If you are a software development company you need to use JIRA because it aligns with project management."
"It makes the IT department more transparent and helps the employees."
"The initial setup is easy and straightforward."
"The solution is easy, even if you want to dock on something, it's easy to add the documentation and it easily integrates with other tools."
"Its integration is most valuable. It is pretty open for integration."
"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."
"Some of the most valuable features are simplicity, ease of configuration, and ease of customization."
 

Cons

"Most of the time, I find that our internal team finds the solution; the support team isn't able to provide a perfect solution."
"Automation Anywhere can also be improved in machine learning and artificial intelligence. It would make our lives easier."
"The setup is complex because there is a lot of customization."
"The Control room audit logs should be moved to an archive for those that are more than six months old."
"If I were to mention one area for improvement, it would be on advanced AI commands, such as advanced coding. While this is not critically needed since Automation Anywhere is doing great, improving in that area could be beneficial."
"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."
"We have trouble with large volumes of data in Excel and are not getting good results."
"To improve the product, one aspect that Automation Anywhere can work on is archiving legacy data effectively. Currently, data older than current versions remains on the server, slowing the system down."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"The product could be improved by integrating better with mobile numbers. For example, creating a WhatsApp platform would extend the solution and make it more useful."
"It would be useful to be able to link tickets across different gantt charts in Jira and Confluence."
"It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)"
"It would be beneficial if we could turn comments into subtasks or other JIRA tickets directly."
"I don't think the program is very scalable. It lacks scaling capabilities from the performance perspective and load balancing and some other infrastructure capabilities."
"I feel JIRA Service Management could be better if the APIs from the sponsoring team provided more support and flexibility in API endpoints."
"Initially, as a completely new user, the interface was not very user-friendly, with many cluttered options."
"​SaaS version for large organizations (more than 2000 users) is not available."
 

Pricing and Cost Advice

"The solution's pricing is pretty decent."
"We paid separately for the Runner and Creater components. The final cost depends on the structure of your environment."
"The pricing strategy for us is one license for development. It is more complicated than that depending on the options you choose."
"There are a lot of savings in terms of effort and time as well as costs. Automation Anywhere automates a lot of processes. It allows an organization to save the efforts of a lot people. It saves a lot of time because people can't work a whole day (24/7), but Automation Anywhere bots can."
"From my experience, I can say that the initial setup cost is easily recovered over a period of time once the bots start running in production."
"Automation Anywhere's pricing is significantly higher than other RPA solutions."
"More than 40 to 50 percent of the IT budget will be for the cost of automation projects in the coming years since these projects enhance operations add value."
"We just did a round of price comparison on a global scale and found it's so hard to compare the license prices. But, Automation Anywhere, in general, is on the same price level as the other vendors, a bit lower in some cases."
"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%."
"We have paid $20,000 recently for a one-year license for our on-prem server."
"The price for JIRA Service Management is reasonable and cheaper than other ITSM solutions, but the licensing model is different, so you cannot compare it with other solutions. Overall, the pricing for the solution is acceptable."
"Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests, which have a $10 a month flat rate, so right now, it is $10 a month. There are lots of add-ons. They do a free version, a standard version, and a premium version. In the last company, we started on $50 a month. By the time I left, we were paying $4,500 a month. That was mainly because we had 100 users on Confluence. I bought an add-on for Jira software for which we had 10 users, and that was $5 per user per month. It was costing me $500 a month, whereas it should only be $50 a month. I don't know if licensing fee has changed. I'd like our whole company to use it, but the big problem is the licensing because the Confluence side is what is really useful, but if I add 30 users to Confluence and then buy an extension for Jira software, I've got to pay for 30 licenses, even though I've only got two users in Jira software. It is the one big disadvantage of cloud software. You always have to pay for the number of seats regardless of which product you are on. This will probably severely limit how many people would use it because I'm not going to start paying $10 per user per month for a Jira software add-on when there are only two people using it."
"The price of JIRA Service Management could be reduced."
"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."
"On a scale of one to five, where five is a good price and one is high, I would rate this solution as a three. It isn't cheap but it's not ridiculous."
"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."
"Jira Service Management has affordable license fees. It's $12 a month per person."
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Top Industries

By visitors reading reviews
Financial Services Firm
14%
Construction Company
11%
Manufacturing Company
11%
Outsourcing Company
10%
No data available
Financial Services Firm
14%
Manufacturing Company
9%
Outsourcing Company
7%
Educational Organization
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise81
Large Enterprise558
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: August 2026.
909,099 professionals have used our research since 2012.