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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
663
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

"We work in the business process outsourcing arena, it has improved our organization mainly around freeing up people to do other things and that can be quite large numbers, in the high tens, even hundreds of people that can be freed up to do other work."
"From what I have seen with the IQ Bot, it is very impressive and I think it is going to solve a lot of problems that we face right now."
"RPA platform with a good accuracy rate, variable management, and OCR feature. It has a straightforward setup."
"The universal recorder is a kind of hybrid recorder that enables the user to record the data across devices."
"The benefits we get from automation include faster and more accurate matching, running 24x7."
"The impact of Automation Anywhere on our organization has been significant; it has helped us save a considerable amount of time, approximately 30% to 40%, in repetitive processes and has improved automation accuracy."
"Since it has capabilities to integrate with third-party applications easily, it makes the life of an automation engineer very easy."
"Features like reusing each and every piece of code for things such as login scripts and data extraction scripts helped us to speed up the implementation of PoC for the client."
"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."
"It is meeting our requirements and we are very happy and satisfied with the services of Infraon Desk."
"Jira Service Management is flexible; it is easy to navigate without requiring extra learning, and the user experience has been good."
"I find the Kanban chart where we put each story in to be the most valuable feature. We use the Kanban chart to revise the project every morning in our five-minute meeting."
"I think that one of the most valuable features is when I am typing in my question for a ticket JIRA does a search for the answer at the same time."
"Reporting and easy export to Excel spreadsheets."
"JIRA SD also helps for much better feedback on the work being done. All colleagues can see what is happening."
"The dashboards are nicely laid out."
"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 platform is easy to use."
 

Cons

"The approval process needs improvement."
"With the automation copilot, if I have any internal tool or application and I want to pass on variables, I don't have it. Maybe the team can work on it to make it more efficient to make it work better across all automations."
"More and more innovation is going on, and they'll have to keep adding features to keep up with the market. They have generative AI on their platform, but that's a new part. They are working on it. It's not 100 percent foolproof, but eventually it will get better. They need to work on their AI capabilities."
"Better use case management to prevent each development from scratch would be an improvement."
"Cloud API vision and OCR engine integration should be more effective."
"I feel A2019 is still not completely ready and the discontinuing of version 11 is a negative impact for all of the users and clients."
"Automation Anywhere is not as flexible as Process Studio."
"I would like to see a comment feature that allows you to embed comments/notes into an action sidebar, without having to actually take up a line of code in order to write such a statement."
"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."
"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."
"Field addition and removal features are not very intuitive in JIRA Service Management."
"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."
"What is lacking is the communication around these changes because we come across them almost by chance, and not because of any notification we've received."
"It is pretty complex to move between the test environment and the production environment. There is potential for improvement."
"The solution should be more formalized. It could be more user-friendly."
"Its UI is a bit overwhelming for new users."
"It should be easier to log in."
"The customizations in Jira could be improved by being simplified. They are currently very complex."
 

Pricing and Cost Advice

"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."
"I am not involved in the pricing, but based on what I hear from our central RPA team, it is not very expensive; it is also not cheap. Its price is in the midrange."
"I believe it is $10,000 for Bot Creator."
"We are restricted to use one license on one PC. However, if my license is not working, I want to be able to use it somewhere else. This would be a nice improvement to the licensing, as other competitors in the market have better licensing terms."
"I've seen the price vary by whether the client is going to scale and adopt a tool."
"It is reasonable and affordable. If you consider the tasks that we can get done using this, the pricing is reasonable and affordable."
"They're very flexible around pricing and licensing."
"The enterprise version is expensive for small businesses and individual users."
"The price of this solution is reasonable and it was well within my budget."
"The pricing model is very competitive."
"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."
"I price of JIRA Service Management is reasonable."
"JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent."
"I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise."
"The license we use is on a yearly basis. As a Solution Partner, we were using the free one and were using the free plugins. We were also giving our own plugins to the Atlassian Solution Partners for free. We don't pay anything to Atlassian."
"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."
"It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain."
"Buying a software solution is only a half part of the solution (or even less). You need to optimize usage of the software by hiring professionals who will help you to make the most of the software, especially in the beginning."
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Top Industries

By visitors reading reviews
Financial Services Firm
15%
Manufacturing Company
12%
Construction Company
10%
Outsourcing Company
9%
No data available
Financial Services Firm
14%
Manufacturing Company
9%
Educational Organization
7%
Outsourcing Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business159
Midsize Enterprise81
Large Enterprise554
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: June 2026.
906,829 professionals have used our research since 2012.