Infraon Desk vs JIRA Service Management comparison

Why PeerSpot?

EverestIMS and Atlassian are both solutions in the IT Service Management (ITSM) category. EverestIMS is ranked #29, while Atlassian is ranked #2 with an average rating of 8.1. Additionally, 100% of EverestIMS 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

JIRA Service Management and Infraon Desk compete in IT service management. JIRA Service Management is ideal for larger organizations with its scalability and extensive integrations, whereas Infraon Desk offers simplicity and efficient support, making it suitable for smaller businesses.

Features: JIRA Service Management offers advanced automation, detailed analytics, and extensive integration capabilities, making it ideal for complex projects. Infraon Desk provides an intuitive platform, efficient ticket handling, and a simplified interface, catering to organizations with less complex needs.

Ease of Deployment and Customer Service: JIRA Service Management supports both cloud-based and on-premises deployment, allowing seamless scaling, but its customer service can have longer response times. Infraon Desk is primarily cloud-based with quick installation and responsive customer service, beneficial for fast-paced environments.

Pricing and ROI: JIRA Service Management's pricing is substantial, aligning with its capabilities, offering high ROI when fully utilized. Infraon Desk is more affordable with lower setup costs, ensuring budget-constrained businesses can effectively manage services, providing considerable ROI for cost-efficient small enterprises.

To learn more, read our detailed Infraon Desk vs. JIRA Service Management Report (Updated: September 2026).

Buyer's Guide

Infraon Desk vs. JIRA Service Management

September 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

Venkat Sivaprakash

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.

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reviewer1621719

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.

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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

"UI and document automation are two features I like. Document automation is helpful because it simplifies extracting and putting data into different ERP systems. I have three or four use cases for document automation. I also like the recorder objects feature, which was called object learning in the previous version, and screen scraping."

"The general features, that we can automate a task that takes hours into minutes, are valuable."

"The Automation Copilot is helpful. It will automatically give you all the solutions your bot requires. It's like a dictionary."

"The integrations with the OCR engines in Automation Anywhere are quite powerful, and they have helped us in many projects."

"It saves time for the people who operate it."

"From my developer's point of view, the tool is pretty strong."

"We have seen more efficient processing and less number of errors due to quality control."

"With the help of Automation Anywhere, we are able to upload 10k documents in 1 to 4 working hours which is a great achievement for us."

More Automation Anywhere pros

"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."

"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."

"It is meeting our requirements and we are very happy and satisfied with the services of Infraon Desk."

"I believe that JIRA is one of the best project management tools."

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

"The dashboards in Jira have been the most useful feature."

"Two features I like about Jira are its ticketing system and its compatibility with Confluence. Also, the Knowledge Base is one of the more valuable features that would really benefit us."

"Its integration is most valuable. It is pretty open for integration."

"It helps with time management and team management of the new tasks."

"Allows customized processes for our service contracts."

"The most valuable feature of the solution is its SLA, which everybody wants when it comes to a service-based offering."

More JIRA Service Management pros

Cons

"The assign value function is not there in the A2019 Community edition, which makes it hard for a developer to manipulate the data."

"On the cognitive side, some of their competitors, when we were originally shopping, were a little more advanced in that space. Making use of probabilistic outcomes and presenting them to a business user is a feature that, at the time of our evaluation, did not feel like a strong, mature solution for Automation Anywhere. Nevertheless, they won our business. That is one feature where I feel they are trying to make investments to address those gaps."

"The dashboard has room for improvement."

"Excel functionalities, the macro interface can be improved in the next release of RPA platform Automation Anywhere. Functionalities such as maneuvering on the excel worksheets, increased capability to manipulate formulae, and other Excel functionalities will give Automation Anywhere and edge in the RPA platform category since most financial applications use a lot of Excel and macro sheets for their calculations and postings."

"The solution is costly and the licensing is very confusing."

"We're in a digital world where everything's evolving. AI is coming out, so just looking at keeping moving, introducing new innovations into the product, nothing specific. The Automation Anywhere teams seem to know what the customers want."

"Automation Anywhere has a lot of room for improvement. It is not customer-friendly."

"Our tool is a bit slow, as it's a legacy tool. Automation Anywhere is having some issues when running back."

More Automation Anywhere cons

"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."

"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."

"Better connectivity and integration with more collaborative platforms would be helpful."

"JIRA Service Management could include more AI features."

"Some of the areas that could be improved are with the customizations."

"The product could improve its asset management."

"It was complex for us because we had to migrate data from HPSM. We required a consultant to be involved, and even the consultant struggled for some time."

"In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems."

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

"The way it handles subtasks can be improved. We would really like the ability to have different types of subtasks."

"JIRA Service could benefit from improvements to its voice support. We need to have quick customer care implementation for anyone trying to connect."

More JIRA Service Management cons

Pricing and Cost Advice

"I don't know exactly what the pricing schemes are for the product as this type of negotiation is not my responsibility, but I think the basic pricing comes to $15,000."

"The major reason that we selected Automation Anywhere was the licensing model."

"As our team size increases, we may get some more licenses for the tool."

"Pricing is a bit high when compared to other available tools; however, the tool is worth the cost."

"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."

"One of the things that will be good for the community will be to get the free version to download, which came out just a month ago called Community Edition. So, you can actually download it and try it for yourself."

"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."

"They all are very competitive today. At the end of the day, it boils down to the negotiations that happen and what type of partner you are."

More Automation Anywhere pricing and cost advice

"The pricing model is very competitive."

"The price of this solution is reasonable and it was well within my budget."

"The pricing is very competitive and I think that it is okay."

"The pricing is free for us because we are an associate partner for the product."

"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."

"I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise."

"The price of JIRA Service Management could be reduced."

"Licensing can become quite expensive."

"JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent."

"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."

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

10%

Manufacturing Company

10%

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	564

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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Ask a question

Earn 20 points

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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Product Reports

Buyer's Guide

Automation Anywhere

October 2026

Download Automation Anywhere product report

Buyer's Guide

Help Desk Software

October 2026

Download Infraon Desk 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)

Everest Service Manager

JIRA Service Desk, Atlassian Jira Service Management

Interactive Demo

Automation Anywhere

Demo not available

EverestIMS

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

Infraon Desk presents a robust IT service management system designed to optimize business processes through a comprehensive set of features tailored to meet modern IT service demands.

Infraon Desk delivers an advanced ITSM platform that aims to improve IT service management efficiency through automated workflows, customization options, and intuitive design. It helps organizations in managing IT assets and streamlining processes with minimal manual intervention. With capabilities like incident management, change management, and asset tracking, it supports organizations in maintaining a high level of operational efficiency.

What are the key features of Infraon Desk?

Incident Management: Quickly address and resolve incidents to minimize downtime.
Change Management: Control IT changes with structured processes.
Asset Tracking: Efficiently manage IT assets throughout their lifecycle.
Automation: Automate repetitive tasks to save time and reduce errors.
Custom Reporting: Generate reports to gain insights into IT operations.

What benefits should you look for?

Cost Efficiency: Reduce IT operational costs with streamlined processes.
Enhanced Productivity: Boost team productivity through automation and process optimization.
Improved SLA Performance: Maintain higher service levels with effective incident and problem management.
Scalability: Easily scale IT services to accommodate business growth.

Infraon Desk serves industries such as healthcare, finance, and manufacturing, where reliable IT service management is crucial. Its flexible deployment options and adaptability make it a suitable choice across different industry domains, ensuring tailored solutions that align with specific industry requirements.

EverestIMS

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

Airtel, BSNL, Cloudnine, D-Vois, Geojit, Indian telco

mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada

Buyer's Guide

Infraon Desk vs. JIRA Service Management

September 2026

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