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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

"The technical support is good. If it is required that they provide their resources, they will send their resources to your organization to support you in terms of development and technical support."
"With Automation Anywhere, they receive their financial statements while still on the call."
"In Automation Anywhere we liked the drag-and-drop and easily stitching the recording of mouse control and keyboard controls."
"Automation Anywhere improved our organization since it saved us a lot monetary value."
"It helped agents process tickets with minimal errors and improved average handling time as they are able to close the tickets faster."
"We are working with one of the bots where we send claims through WhatsApp. Any user could take a photo in WhatsApp, then send that data to the organization. Now, whenever a photo is takes, different phones have different primary resolutions, and the data being captured is not clear data. At that moment, the data is automated to a very power system which centralizes the process to one point. This is what we are using for the insurance provider. They fill out the claims form and send this information to the organization, then we use automation tools to automate the process and come to a conclusion."
"On the server-side, multiple developers working on a single project can save their individual works and have them stored in a single repository."
"You do not need to have IT skills. I come from a finance background, so I can attest to the fact that you do not need IT skills to use Automation Anywhere to leverage it on your teams."
"It is meeting our requirements and we are very happy and satisfied with the services of Infraon Desk."
"Infraon Desk was the best choice for my budget, considering the features and customization that I wanted."
"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."
"Everyone knows how to use it, so there's no need to teach new members."
"It is one of the best tools in the market right now."
"Great to be able to create customized forms."
"Transparency of the system helps both internal and external persons involved."
"The most valuable feature of this solution is that it is user-friendly."
"Automation capabilities allow for automatic ticket creation using monitoring tools."
"It's a good experience."
"It scales well."
 

Cons

"I would like if the IQ Bot could read hand-written documents, otherwise, Automation Anywhere is fabulous to work or develop processes for customers."
"We would like Automation Anywhere to have a way to run a capacity check on machines and show us what is available."
"When it comes to reading email, this solution is unstable and improvements need to be made."
"We would like to see the scalability improve from a local perspective."
"With Oracle, Blue Prism was easier and a little bit more stable than Automation Anywhere. Even with ServiceNow, the automation was very unreliable. It did not work as expected."
"The product's technical support could use improvement."
"When it comes to stability, complex bots always have issues."
"Sometimes the tool is timing out, which would be a good thing to have resolved."
"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."
"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."
"It should be easier to log in."
"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."
"There could be more optimization, and the pricing could be better too."
"Every time there's a problem with JIRA Service Management, you have to have a look at how to solve it, and there's always a feature request or the feature request on the solution is too large and the development cycles are too slow."
"During the updates, when another version gets released, whatever I am tracking at that time gets lost and I have to type it all over again."
"There should be some AI integrations now as AI is in the picture."
"The platform should be more user-friendly. JIRA's user interface needs training to understand and utilize."
 

Pricing and Cost Advice

"Their overall pricing falls in the middle of the market. Cost-wise, Automation Anywhere is quite expensive because of their analytics, IQ Bots, and MetaBots. For a standalone machine, the pricing is okay. When adding in the licensing for IQ Bots (or MetaBots), it can become quite costly."
"Pricing is too high for small-scale groups. The Control Room yearly fee is high, making it difficult to break even."
"The major reason that we selected Automation Anywhere was the licensing model."
"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."
"We were required to purchase licenses and bot runners, which determined the permissible run times for the bots."
"We are interested in saving manual engineer man-hours. So far, we have saved $100,000."
"I would rate the cost an eight out of ten, with ten being the highest cost."
"Although the initial implementation cost of Automation Anywhere is relatively high compared to other options, its annual subscription cost is lower than UiPath's, which has the opposite pricing structure."
"The pricing model is very competitive."
"The price of this solution is reasonable and it was well within my budget."
"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."
"JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent."
"But about the plugins, I found one plug-in — its name is Actionable Metric I think — and it is $3000. That is very expensive for users in Iran."
"The price of JIRA Service Management could be reduced."
"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."
"The cost has recently increased. It might be around $20 to $25 per user license."
"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."
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Top Industries

By visitors reading reviews
Financial Services Firm
15%
Manufacturing Company
12%
Construction Company
11%
Outsourcing Company
9%
No data available
Financial Services Firm
15%
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 Enterprise553
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.
904,836 professionals have used our research since 2012.