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Infraon Desk 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 (1st), AI Procurement & Supply Chain (1st)
Infraon Desk
Average Rating
7.6
Reviews Sentiment
6.7
Number of Reviews
2
Ranking in other categories
Help Desk Software (36th), IT Service Management (ITSM) (30th)
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.
reviewer1621719 - PeerSpot reviewer
IT Service Delivery at a tech services company with 1,001-5,000 employees
Customizable, easy to manage using a single dashboard, but the features in my version are quite basic
Infraon Desk is very flexible in nature and can be customized for my needs. The fact that I can customize it the way I want is the best part of the tool for me. The customization took longer than I expected to complete, although it may be the team that I was interacting with. They might not have had enough manpower in place. If enough resources are available then the customization is easy. All of the information that I need for monitoring the entire platform is available on a single dashboard. This is very helpful with respect to managing. The multi-channel ticketing options that this solution provides are very important to us because it's all about how we engage with our customers and what options we offer for them to communicate with us. Nowadays, there are many collaborative platforms and many methods for ticket logging. Every system of this type should be flexible enough to provide a mobile app, at least for Android and iOS, and not be confined to using Windows alone. Similarly, self-service portals as well as integration with Slack, as this product has, are important options that many people use.
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 love its reliability, ease of use, and the vast customer support that are always present to help us."
"I would rate Automation Anywhere a perfect ten out of ten, considering it is significantly better than what we had before."
"It is very easy to use and learn compared to a programming language, where you have to have a background in coding. Anyone can learn it. Learning the software is easy."
"The feature of this solution that I like the most is that it is coding free - it is a coding free tool. It does not need much coding at all. For all the activities you just drag and drop. That is the best advantage of this tool."
"Automation Anywhere has benefited our company as we've been able to process thousands of transactions daily through various automations that distribute work, classify work, and handle claims, doing preliminary work for the finance team."
"The overall usefulness of Automation Anywhere is the most valuable aspect of the solution."
"This solution saves time when completing our pharmaceutical processes, which allows things to progress faster to the FDA."
"Having a cloud-based deployment provides more flexibility because we just need an internet connection for connecting the agent into the AA cloud."
"It is meeting our requirements and we are very happy and satisfied with the services of Infraon Desk."
"There are a few dashboards and they are helpful because, in our organization, we have different groups of people who need different kinds of dashboards... as head of network operations, I need a top-level view. I want to see how many calls are open and how many calls are pending, on average, and some trend analysis. Whereas a manager in my team might like to see slightly more detail."
"Infraon Desk is very flexible in nature and can be customized for my needs. The fact that I can customize it the way I want is the best part of the tool for me."
"Infraon Desk was the best choice for my budget, considering the features and customization that I wanted."
"A good organizational tool."
"Great to be able to create customized forms."
"We use JIRA Service Management for tracking purposes, planning, and execution."
"One of the main advantages of JIRA is that it can be customized for our solutions. I live in Iran and we translated some parts of it into Persian and customized it with extra features. We hid other features to customize it right to the point. We provide this solution for our customers."
"The most valuable feature of JIRA Service Management is a plugin we are using for the front end for simple user forms."
"The most valuable feature of this solution is that it is user-friendly."
"My advice to users is that JIRA Service Management is a good project management tool to handle projects respectively and efficiently."
"I believe that JIRA is one of the best project management tools."
 

Cons

"I think Automation Anywhere could be improved by addressing the learning curve, as it is a little complex to start using it, especially for people new to automation tools."
"Automation Anywhere can be improved in certain areas specified in the cognitive zone where the information needs better OCR Engine + Machine Learning capabilities. Also, they can improve on the System Identified region function of the IQ Bot - Our team faced a tough time in handling that as we were not able to assign variable to System Identified Region as the IQ Bot tool wasn't allowing it."
"They could improve the environmental stabilizing issues. There are a lot of environmental issues when rolling over from one environment to another, higher environment. This is the one thing they definitely need to look into."
"The starting price, which is a one-off fee is a bit high and this may deter mid and small-sized companies from acquiring and decide to shun the platform."
"The object cloning that exists cannot capture 80 percent of the objects that we need it to capture."
"In high-availability, we have two Control Rooms acting as a cluster so if one fails the other one will take over. But that's not our environment operationally, and the latest information we have is that they identified another product bug."
"For smaller teams and during the onboarding, it takes a little while to figure out how to make things work."
"Business processes are more complex and require experts to be brought in to automate."
"The version that I am using is very basic and I wouldn't say that it has extraordinary services capabilities that I've never seen before."
"The reporting is okay, but it doesn't give you reports that make you say "wow," like you might see from a tool like MRTG or PRTG whose reports give you a good feeling. The detailing is not there in the Infraon Desk reports and there are no graphical elements in them. The reporting is slightly weak and needs to be improved."
"Better connectivity and integration with more collaborative platforms would be helpful."
"I feel that Atlassian isn't really interested in fixing everything because if they did, the partners that are developing the fixes and features would not have a place in the market."
"I am not familiar if there's an integration with Visual Studio from Jira."
"It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)"
"With Jira, we were unable to implement time-based automation in its ticketing system. We would like a feature where we can define tickets based on severity, then tickets are automatically escalated to the next level after a set period of time if they go unanswered."
"The user interface becomes sluggish when there are many items in the database, especially large Product Backlogs. I've had page-load times of more than 30 seconds on modern clients, and that's just unacceptable."
"JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools."
"There should be better connections with access management. They should improve the connectivity."
"We have tried exporting some of the test cases into Jira from Excel. The interface for that isn't very user-friendly."
 

Pricing and Cost Advice

"I don't deal have cost specifics but I can say it is a tool that provides value for the money."
"Annually, we are paying almost one million reais."
"Its cost is good."
"The solution's pricing is pretty decent."
"The licensing cost of Automation Anywhere is better than UiPath and Blue Prism."
"Automation Anywhere is affordable."
"We were paying approximately $30,000 for a year license."
"When I started working on it, it was difficult to obtain a trial version (barrier to entry). Now, they have a Community Edition, which may make it easy to get started."
"The price of this solution is reasonable and it was well within my budget."
"The pricing model is very competitive."
"JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent."
"I price of JIRA Service Management is reasonable."
"We have an annual license with JIRA Service Management, but it is billed monthly."
"JSM's pricing is one of the best, starting at around $10 per user, per month, with volume discounts available."
"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."
"Jira Service Management has affordable license fees. It's $12 a month per person."
"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."
"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
13%
Outsourcing Company
12%
Manufacturing Company
10%
Construction Company
10%
No data available
Financial Services Firm
14%
Manufacturing Company
9%
Outsourcing Company
9%
Educational Organization
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise82
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)
Everest Service Manager
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
Airtel, BSNL, Cloudnine, D-Vois, Geojit, Indian telco
mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Find out what your peers are saying about Infraon Desk vs. JIRA Service Management and other solutions. Updated: August 2026.
911,493 professionals have used our research since 2012.