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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
6.8
Number of Reviews
670
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 (34th), 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

Nadeem K. - PeerSpot reviewer
Rpa Developer at a consultancy with 11-50 employees
Automation has freed teams from repetitive finance and supply tasks and supports global operations
In the current organization, we had trouble initially because I think the documentation and support could be better than what it is now. This is one difference between Automation Anywhere and other RPA tools such as UiPath. In UiPath, if you have an issue, you go to the UiPath website and search for it, and you get lots of help materials. In Automation Anywhere, you do not get exactly what you are looking for. You get a very large number of results when you search for something, and from this large result set, you have to filter out what you need, or only partial information will be available. User handbooks are available for each product. In that regard, I would say Automation Anywhere is lagging compared to other RPA tools. It is difficult to get hold of their customer support team. I want to clarify that it is not a matter of us building logic on Automation Anywhere and it failing. When it is a product-related issue, they have to give us support because we only know how to develop within Automation Anywhere. We do not know how to fix Automation Anywhere itself. Whenever we have an issue, trying to get in touch with them always takes three to four business days.
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 have been able to reduce our number of FTEs."
"All the data that comes in has to be QC'd, and Automation Anywhere helps us by automating the QC part."
"The organizations where we have implemented AA have seen tremendous benefits achieved in terms of time and cost-saving with the highest quality of deliverables."
"The Automation Copilot is helpful. It will automatically give you all the solutions your bot requires. It's like a dictionary."
"The time savings from using Document Automation are substantial, as previously a team of about five to ten people managed specific processes end-to-end, such as processing fourteen thousand entries in a month, but after automation, that entire process is streamlined, saving us a lot of FTEs."
"One of the benefits my organization has seen from these features is productivity in two ways: I am able to save a lot of time because of the automation, I do not need manual intervention anymore as manual intervention has been cut down by ten to fifteen percent, and the productivity gains have been substantial."
"In general, when you set up the cloud solution, it's very, very easy."
"The automation of data entry is the most valuable feature for us."
"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."
"Atlassian Customer service is some of the best I have experienced."
"JIRA Service Management impacts my organization positively because it is easy to use, and everyone is happy to use it."
"It is worth its weight in gold in being able to link everything together and have everything in one place."
"From where I sit, the cloud version is superior, mainly due to not having to manage the upkeep of Jira, which was quite frankly a pain, but that's just the nature of Jira."
"Our service desk is completely automated using Jira for everyone in the organization."
"Useful for tracking issues with development."
"Jira gets the basics right in terms of the Product Backlog and a Scrum Board that Scrum Teams can use to manage Sprint Backlogs."
"Jira Service Management is flexible; it is easy to navigate without requiring extra learning, and the user experience has been good."
 

Cons

"The initial implementation of Automation Anywhere regarding the elastic search and database set connection can be a little difficult. However, I am skilled enough to get through it. There were some balancing issues that my other team members had to manage. They are having difficulty in balancing when I checked the architecture properly. We determined later that there was no need for a load balance to be done on the servers. We didn't do any load balancing and then the elastic search was not done."
"Another feature that would be cool to see in Automation Anywhere is more use of artificial intelligence. Right now, RPA is basically limited to a bot which is simply following the instructions that it was given. However, what would be really useful is if a bot was able to more flexibly respond to issues. For example, sometimes there are erroneous errors and pop ups. With good code, you can certainly build your bots to be able to handle that. However, it does take time and a bit of technical know-how to be able to do that."
"Had we had access to the RPA bots in advance, we would have practiced before fully implementing."
"Setup and deployment of this product could be difficult for those without experience. These processes should be made easier."
"I don't think Automation Anywhere is easy to use for business users who do not have technical skills."
"Version 11 is a bit heavy. At times, it takes a toll on the computing resources. It consumes a lot for computing power. We have seen multiple instances where computers or the client has crashed because of this particular problem. Automation Anywhere can improve this a lot."
"When it comes to stability, complex bots always have issues."
"I feel the cost of licensing is very high for the A2019 version."
"Better connectivity and integration with more collaborative platforms would be helpful."
"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."
"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."
"I feel JIRA Service Management could be better if the APIs from the sponsoring team provided more support and flexibility in API endpoints."
"In the Turkish market, the biggest problem is that they are looking for a server type of solution, but when it comes to Jira Service Management, Atlassian is a remote type of license. There are just two different options, data center and cloud."
"It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow."
"It does not integrate very well with our email system (MS Outlook)."
"Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive."
"The product could improve its asset management."
"We decided to move away from JIRA Service Management to Azure because we felt it wasn't properly organized."
 

Pricing and Cost Advice

"We are a partner of Automation Anywhere and find the pricing to be reasonable."
"Our annual licensing costs for the entire company are $100,000."
"The pricing for Automation Anywhere is reasonable."
"I've seen the price vary by whether the client is going to scale and adopt a tool."
"They're very flexible around pricing and licensing."
"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."
"We brought onshore a lot of what we were doing offshore, saving our company close to $20 million."
"The price is very reasonable."
"The price of this solution is reasonable and it was well within my budget."
"The pricing model is very competitive."
"We need a license because we have a higher number than the free part."
"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."
"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 cost has recently increased. It might be around $20 to $25 per user license."
"Jira Service Management has affordable license fees. It's $12 a month per person."
"The price for JIRA Service Management is reasonable and cheaper than other ITSM solutions, but the licensing model is different, so you cannot compare it with other solutions. Overall, the pricing for the solution is acceptable."
"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."
"The price of JIRA Service Management could be reduced."
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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
13%
Outsourcing Company
11%
Manufacturing Company
10%
Comms Service Provider
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business163
Midsize Enterprise86
Large Enterprise566
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: November 2026.
921,749 professionals have used our research since 2012.