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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
631
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 (37th), 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

"In my case in particular, I come from a business background, not an IT background. So, it sort of speaks for itself that I was able to pickup its functionality and how it works. In the space of two years time, I've gone from a junior developer to a senior specialist. So, it really speaks for itself in terms of being user-friendly."
"The ROI is very good because the output is very accurate and the speed is very fast."
"We're able to create reusable components. We don't want people to have to rebuild things from scratch. In this way, developers can take the reusable components and complete their development processes more quickly."
"Now they have a nice tool that is mostly stable with most of the features I could want being covered in the functionality of the product."
"The data capture feature is very valuable. I know there are also some elements where you have to be able to incorporate AI, but I haven't gotten to that level yet."
"Automation Anywhere brings speed with accuracy; we are replacing a lot of manual work that our agents used to do, this has been automated now, and we get things done faster."
"Scheduling helps to generate and send reports without any delay."
"The support team is good and is able to resolve the issues or any challenges we encounter."
"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."
"It is much more controlled and allows for different kinds of customization that we can plan and implement based on the project requirements."
"We have found the issue type feature particularly valuable, as it provides an out-of-the-box solution that aligns with our needs."
"One of the best features is that I can share tickets with team members, at which point any team member is able to pick one up and work on it."
"I can see that JIRA avoids chaos and makes the whole company work more efficient as all feature requests and internal/external requests are all visible in the JIRA tickets and the Confluence wiki system."
"Jira lets us customize the workflow to meet our requirements. The email and alert features are also handy."
"Jira Service Management is flexible. It is easy to navigate without requiring extra learning. The user experience has been good."
"The most valuable features of JIRA Service Management are the service level agreement or management, and the ticketing system. Additionally, there are frequent updates that provide improvements."
"There are two things that I value very much about this product. One is the service levels management – the SLA agreement management part of it – and knowledge management."
 

Cons

"The initial setup is difficult because Automation Anywhere does not have a GitHub integration. They need to build a patch for that."
"I would like if the IQ Bot could read hand-written documents, otherwise, Automation Anywhere is fabulous to work or develop processes for customers."
"The price is a little high and could be reduced."
"We have trouble with large volumes of data in Excel and are not getting good results."
"I have been using IQ Bot, and its accuracy can be improved. It could be more accurate."
"When it comes to stability, complex bots always have issues."
"IQ Bot is pretty good, but we can only run a maximum 150 documents."
"They should make the product smarter. The bot we use right now is kind of fundamentally basic loop-based."
"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 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."
"Better connectivity and integration with more collaborative platforms would be helpful."
"Its UI is a bit overwhelming for new users. That has been the problem with Jira for a long time. If they could put some fields that we could use to simplify the UI, it would be good."
"JSM's ability to handle large volumes of emails isn't great."
"The solution should be more formalized. It could be more user-friendly."
"Cost has prohibited us from switching entirely to this solution."
"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."
"The cost of the license is too high; it's a real challenge for companies that aren't already using JIRA products."
"Technical support is so-so. Some of them are good, some bad."
"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."
 

Pricing and Cost Advice

"We save approximately 10,000 hours per year."
"The solution itself is free unless we want to add the support option but we have to pay for the bots we use."
"The ROI is really good. We have saved time and money."
"Annual licensing costs would be about $100,000."
"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."
"My understanding is that the license cost of Automation Anywhere is more reasonable than UiPath and Blue Prism."
"We have seen about a 10 percent monetary savings."
"We have saved a lot of money on taxes based on the stuff that we run."
"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."
"We need a license because we have a higher number than the free part."
"We have an annual license with JIRA Service Management, but it is billed monthly."
"It is one of the premium products on the market, but it is very costly, especially in the Indian market."
"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."
"I price of JIRA Service Management is reasonable."
"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 cost has recently increased. It might be around $20 to $25 per user license."
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Top Industries

By visitors reading reviews
Financial Services Firm
18%
Manufacturing Company
9%
Construction Company
8%
Computer Software Company
7%
No data available
Financial Services Firm
14%
Manufacturing Company
9%
Computer Software Company
7%
Educational Organization
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business150
Midsize Enterprise82
Large Enterprise530
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
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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...
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: May 2026.
896,298 professionals have used our research since 2012.