No more typing reviews! Try our Samantha, our new voice AI agent.

Infraon Desk vs JIRA Service Management comparison

Why PeerSpot?
Sponsored
 

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
6.8
Number of Reviews
666
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 (2nd), 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 (35th), IT Service Management (ITSM) (29th)
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

"It an easy, simple, and user-friendly tool that can be accessed through the mobile application as well."
"It helps in improving employee productivity, morale, and retention, as automation removes the tedious parts of work and frees up often stretched-thin employees for more meaningful and creative work."
"We have the MetaBot feature, which is valuable because we can read reusable components in the MetaBot, then use them as a framework."
"This boosts the customer confidence and experience. When the customer experience increases, obviously sales will increase."
"Our workforce has limited capacity, and by adding this solution we can increase the amount of work coming in without adding to our workforce."
"It improves accuracy and reduces manpower. It is easy to learn."
"IQ Bot is the most important feature and it has been extensively used by our clients."
"With the help of these features, we can automatically fetch data from invoices and websites, which is followed by the automated data entry into the webpage and ERP system."
"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."
"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 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."
"JIRA Service Management is much better than the normal JIRA software that we had, as it is much more controlled and allows for different kinds of customization that we can plan and implement based on the project requirements."
"I think the general consensus is that Service Management is a good organizational and solid product."
"The most valuable feature of this solution is that it is user-friendly."
"The SLA, speed, the comments from the agents' side, and the dashboard for agents are the most valuable features."
"JSM's pricing is one of the best, starting at around $10 per user, per month, with volume discounts available."
"The most valuable features are the management tools."
"The query language and the ability to create views of the data are very useful."
 

Cons

"The AI is very important, and they are starting to use AI. They could continue to develop it out."
"We would like to see more capability for integration and more customization available with some features."
"We will be running error handling for 8,000 process and the system will fail."
"Reporting could be better because there is a little bit of overkill in getting information about the utilization of the bot license. This could be a little bit improved."
"IQ Bot has been changed and enhanced for Automation Anywhere, but the accuracy is still not optimal."
"We have had so many stability issues."
"We only faced some problems when integrating it with SAP, and Oracle integration was a bit challenging, especially with Oracle Fusion. We had some issues when we were trying to connect some of the applications on the API level. But, in general, integration using Automation Anywhere is fine."
"The AA portal should not give us pop-ups every time a bot agent is updated."
"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."
"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."
"When you raise a ticket with Jira, there's no ability to see your other JIRA tickets."
"Instability happens sometimes - although not frequently."
"From the customer side, it's not friendly used compared to other competitors, like ServiceNow or BMC."
"With Jira, we were unable to implement time-based automation in its ticketing system."
"We decided to move away from JIRA Service Management to Azure because we felt it wasn't properly organized."
"This solution lacks features for project management. I would like to see more reports."
"Recently, in the Jira cloud, we have had an issue. Users are not able to log in and some of the customer data has also been lost."
"The deployment can be a bit complex, especially for those who are not technical."
 

Pricing and Cost Advice

"The price for Automation Anywhere is reasonable."
"The price of this product is good."
"Annually, we are paying almost one million reais."
"We were paying approximately $30,000 for a year license."
"Our costs are approximately between $5,000 to $10,000 per license."
"Automation Anywhere offers a subscription-based licensing model for cloud, on-premises, and hybrid deployments."
"It costs up to $1,200 per license."
"We would like them to change the license model of charging per bot."
"The pricing model is very competitive."
"The price of this solution is reasonable and it was well within my budget."
"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."
"We need a license because we have a higher number than the free part."
"JIRA Service Management's pricing is pretty decent compared to competitors. I rate the pricing an eight to nine on a scale of one to ten."
"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."
"Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free."
"JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent."
"I am using the free version, but my clients are paying for it. When they start, they evaluate it for 30 days, and after seeing the value, they move to its paid version."
"The price of the solution is becoming expensive and it should be reduced."
report
Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
915,325 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Outsourcing Company
15%
Financial Services Firm
12%
Manufacturing Company
11%
Comms Service Provider
11%
No data available
Financial Services Firm
14%
Outsourcing Company
10%
Manufacturing Company
9%
Construction Company
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business161
Midsize Enterprise85
Large Enterprise561
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: September 2026.
915,325 professionals have used our research since 2012.