Agiloft Service Desk Suite vs JIRA Service Management comparison

Why PeerSpot?

Agiloft and Atlassian are both solutions in the Help Desk Software category. Agiloft is ranked #42, while Atlassian is ranked #2 with an average rating of 8.1. Additionally, 100% of Agiloft users are willing to recommend the solution, compared to 93% of Atlassian users who would recommend it.

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Executive SummaryUpdated on Apr 5, 2026

Agiloft Service Desk Suite and JIRA Service Management compete in the IT service management space. JIRA Service Management has an edge due to its robust integration capabilities and extensive feature set.

Features:Agiloft Service Desk Suite offers strong customization and automation features tailored to specific needs. JIRA Service Management provides extensive integration capabilities, a vast array of out-of-the-box solutions, and is suitable for agile environments.

Ease of Deployment and Customer Service:Agiloft provides a straightforward cloud-based deployment with strong customer service support. JIRA Service Management offers seamless integration with existing Atlassian products, aiding those already in their ecosystem.

Pricing and ROI:Agiloft is known for its competitive pricing structure, offering substantial ROI through customizable solutions without significant upfront costs. JIRA Service Management has a higher cost justified by its comprehensive feature set, aligning with agile methodologies for efficient project handling and faster ROI.

To learn more, read our detailed Agiloft Service Desk Suite vs. JIRA Service Management Report (Updated: November 2026).

Buyer's Guide

Agiloft Service Desk Suite vs. JIRA Service Management

November 2026

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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

Featured Reviews

Nadeem K.

Rpa Developer at a consultancy with 11-50 employees

Automation has freed teams from repetitive finance and supply tasks and supports global operations

In the current organization, we had trouble initially because I think the documentation and support could be better than what it is now. This is one difference between Automation Anywhere and other RPA tools such as UiPath. In UiPath, if you have an issue, you go to the UiPath website and search for it, and you get lots of help materials. In Automation Anywhere, you do not get exactly what you are looking for. You get a very large number of results when you search for something, and from this large result set, you have to filter out what you need, or only partial information will be available. User handbooks are available for each product. In that regard, I would say Automation Anywhere is lagging compared to other RPA tools. It is difficult to get hold of their customer support team. I want to clarify that it is not a matter of us building logic on Automation Anywhere and it failing. When it is a product-related issue, they have to give us support because we only know how to develop within Automation Anywhere. We do not know how to fix Automation Anywhere itself. Whenever we have an issue, trying to get in touch with them always takes three to four business days.

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Matt Gibson

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.

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Sohaib Ahmad

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.

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Quotes from Members

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

Pros

"We are using Automation Anywhere for our leave approval process. We used to have three FTEs on the day shift working on this process. Now, we only have one FTE working on the leave approval process. The bot supports everything else in the process. With this bot, we are saving the cost of two FTEs."

"Automation Anywhere has eliminated the manual intervention from us by automating the entire onboarding process and the checking on the new suppliers and tour operators."

"Object cloning with an option to enter wildcard selection was very useful when working in a web application that generated dynamic HTML content."

"The most valuable feature of Automation Anywhere is the unattended mode bots, because we don't need to go and look at what they're doing. They just go by themselves."

"It is one of the popular RPA vendors offering powerful & user-friendly RPA capabilities to automate any complex tasks. It is one of the "Revolutionary Technology" that changes the way the enterprise operates. This tool combines conventional RPA with intellectual elements like natural language understanding and reading any unstructured data."

"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."

"I have worked on other RPA tools but this is more logical and easy to use."

"Features such as MetaBot and IQ Bot are very advanced and capable as compared to reading PDFs using OCR."

More Automation Anywhere pros

"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%."

"It is worth its weight in gold in being able to link everything together and have everything in one place."

"Some of the most valuable features are simplicity, ease of configuration, and ease of customization."

"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."

"Auditing team uses this solution to track audit findings and follow-up."

"One of the best features is that I can share tickets with team members, at which point any team member is able to pick one up and work on it."

"JSM's pricing is one of the best, starting at around $10 per user, per month, with volume discounts available."

"Jira gets the basics right in terms of the Product Backlog and a Scrum Board that Scrum Teams can use to manage Sprint Backlogs."

"The customization is the most valuable aspect of the solution, as I can customize full workflows and it is very flexible, and we can use mail if we want to open requests as well."

More JIRA Service Management pros

Cons

"In the 10.7 version, the back-end port for the MetaBot password has looping. This has been a type of limitation."

"I would like to see a built-in read-only role for the control room so that the bot creators can log in and monitor the production environment without any auditing concerns."

"Scalability has been a pain point; the scalability is there, but there are ongoing operational issues with it."

"Citrix is only in the development stage. Automation Anywhere could put some time into improving this more."

"While the ease of use for non-tech users is good, it could be improved."

"I'd like to see the stabilization of Co-Pilot and integration with multiple products... In the future, I will require integration with SAP Oracle, Atlassian, and Service Now. The contact center vertical is important..."

"For me at the very beginning when I started working with that, the technical setup was extremely complicated and extremely problematic, and we spent half a year to really make the software work."

"We have a third bot which takes longer being automated than it did with the human process."

More Automation Anywhere cons

"We have found the documentation a bit confusing at times. This area could use some improvement."

"What needs to be added in Jira Service Management is the user screen. You'll find it very weird if this is your first time using the solution. The user-friendliness of its interface needs improvement."

"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."

"When you raise a ticket with Jira, there's no ability to see your other JIRA tickets."

"For us, one of the weaknesses of Service Desk is that we can not check every issue in the queue raised for one product."

"Probably the biggest downside is that you are locked into that model and you have to accept what you signed up for."

"The solution should be more formalized. It could be more user-friendly."

"Jira Service Management could improve by offering more control similar to Monday.com, such as easier automations, file addition, and sharing with different people."

"The initial setup is very complex."

More JIRA Service Management cons

Pricing and Cost Advice

"It costs up to $1,200 per license."

"It is somewhere in the middle. The price and value of Automation Anywhere are better than UiPath. The pricing is good globally. It could be a little bit cheaper, but it is good."

"The product’s pricing is reasonable."

"Automation Anywhere falls within a mid-range price point when compared to other RPA tools on the market."

"The cost is anywhere between $10,000 and $100,000."

"Overall, the pricing of Automation Anywhere is good."

"We generally follow the Gain-Sharing Pricing model, which enables the customer to start getting the RPA benefits right from day one of their implementation."

"It's cheaper than other similar solutions."

More Automation Anywhere pricing and cost advice

"After about six months, we started making a return on our investment at more than 300%."

"Agiloft has by far the best entry point for both cost and learning curve."

"Do not forget to calculate add-on costs. These cost a percentage of the JIRA purchasing costs and are based on the number of JIRA users."

"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."

"Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free."

"We may upgrade the license that we have. The license that we currently have is good for 500 agents, and it's not full yet."

"It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain."

"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."

"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."

"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."

More JIRA Service Management pricing and cost advice

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Top Industries

By visitors reading reviews

Outsourcing Company

14%

Comms Service Provider

12%

Financial Services Firm

11%

Manufacturing Company

11%

No data available

Financial Services Firm

14%

Outsourcing Company

11%

Manufacturing Company

Comms Service Provider

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	162
Midsize Enterprise	86
Large Enterprise	566

No data available

By reviewers
Company Size	Count
Small Business	30
Midsize Enterprise	25
Large Enterprise	34

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...

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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...

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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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What is your favorite Help Desk Software and why?

JIRA Due to its agility.

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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...

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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...

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Compared 10% of the time

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Compared 6% of the time

BMC Helix ITSM vs JIRA Service Management

Compared 5% of the time

Freshservice vs JIRA Service Management

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Product Reports

Buyer's Guide

Automation Anywhere

November 2026

Download Automation Anywhere product report

Buyer's Guide

Help Desk Software

October 2026

Download Agiloft Service Desk Suite product report

Buyer's Guide

JIRA Service Management

October 2026

Download JIRA Service Management product report

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

Automation Anywhere

Demo not available

Agiloft

Demo not available

Atlassian

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

Agiloft Service Desk Suite offers a comprehensive suite of tools designed to streamline IT service management. With its robust capabilities and customizable workflows, it addresses the complex needs of businesses.

Agiloft Service Desk Suite excels in providing a flexible, adaptable platform that caters to IT service management needs. It supports a wide range of functions including automation, reporting, and customer service operations. Its no-code platform allows for quick customization, tailoring processes to organizational demands without heavy coding requirements. Users benefit from its ease of integration with other enterprise systems, ensuring seamless operations and improved service delivery.

What are the key features of Agiloft Service Desk Suite?

Custom Workflows: Easily configure workflows without coding.
Automated Processes: Streamline tasks with automation to increase efficiency.
Powerful Reporting: Generate insights with robust reporting tools.
Integration Capabilities: Connect with other systems for smoother operations.
Scalability: Adjust to business growth without disruptions.

What should users look for in reviews?

Ease of Use: Look for feedback on user-friendly interfaces and setup.
Customization: Consider comments on the adaptability of workflows.
Support: Check the availability and responsiveness of customer support.
Operational Efficiency: Evaluate improvements in process efficiency.
Cost-Effectiveness: Read about value for money and cost savings.

Agiloft Service Desk Suite is implemented across various industries, including healthcare, education, and finance, adapting to sector-specific challenges. In healthcare, it ensures compliance and improves patient service operations. Educational institutions use it for managing IT services effectively within budget constraints. Financial organizations rely on it for maintaining service quality and regulatory compliance.

Agiloft

JIRA Service Management is recognized for customization, ease of use, and integration capabilities, offering flexible workflows and dashboards that enhance ticket management in organizations.

This platform contributes to streamlining business operations with features like automation and real-time updates. Businesses implement JIRA Service Management to manage ITIL processes, support tickets, and issue tracking both internally and externally. It is utilized for project management and lifecycle tracking, with Kanban boards and Confluence integration supporting change, incident, and problem management.

What are the key features of JIRA Service Management?

Customizable Workflows: Adapt workflows to meet business needs.
Integration: Seamlessly connects with other tools, including Jira and Confluence.
Real-Time Updates: Keeps teams informed and synchronized.
Automation: Reduces manual tasks with automated processes.
Scalability: Grows with organizations, accommodating increasing demands.

What benefits and ROI can be expected from JIRA Service Management?

Efficiency Gains: Improves operational efficiency through streamlined processes.
User-Friendly Interface: Simplifies adoption with intuitive navigation.
Comprehensive Reporting: Provides valuable insights to drive decisions.
Quick Setup: Fast deployment enhances time-to-value.
SLA Management: Ensures service level agreements are met effectively.

Service management platforms like JIRA Service Management are integral to industries focusing on managing IT services, such as tech firms and support-focused sectors. Organizations frequently utilize its capabilities to enhance their customer service operations, supporting optimal SLA adherence and efficient query management across departments. By tailoring its application to unique operational workflows, companies achieve improved service delivery and responsive issue resolution.

Atlassian

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

Buyer's Guide

Agiloft Service Desk Suite vs. JIRA Service Management

November 2026

Free Report: Agiloft Service Desk Suite vs. JIRA Service Management

Find out what your peers are saying about Agiloft Service Desk Suite vs. JIRA Service Management and other solutions. Updated: November 2026.

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