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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
636
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 (1st), 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) (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

"ROI is good and impressive after using automation anywhere RPA platform."
"I like the diversity. Every year, maybe even every six months, new modules are introduced to the program, and module enhancements are added to the toolbox to make automating various applications or situations easier."
"The simplicity of the tool is a plus point, as it does not require one to be from coding background to work on it."
"After using AA for some of the flows, we identified that the execution time was reduced by 70% when compared to the other automation tool that we have been using for 8 years."
"WLM & Device Pool, where multiple devices perform the same thing parallel and complete the tasks at the same time. The credential manager for security is one of the most valuable features for storing credentials and providing security between the developer usage and future maintenance where passwords expire every 90 days."
"It is easy to use and developer-friendly. The development time is very short. If any system needs to be changed or any functionality needs to be incorporated to any of the technology, it usually will be a long process, like months. With this innovative tool's automation, it is very dynamic, easy to develop, and deliver results quickly. With some of our use cases, we were able to deliver within the time frame of two to three weeks, which is the biggest plus with this tool."
"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."
"Business users utilize Bot Insight dashboards to get analysis."
"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."
"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."
"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."
"JSM's pricing is one of the best, starting at around $10 per user, per month, with volume discounts available."
"If you are a software development company you need to use JIRA because it aligns with project management."
"I think that one of the most valuable features is when I am typing in my question for a ticket JIRA does a search for the answer at the same time."
"The tool's stability is very good."
"The initial setup is straightforward."
"The visibility features are great."
"One of the main advantages of JIRA is that it can be customized for our solutions. I live in Iran and we translated some parts of it into Persian and customized it with extra features. We hid other features to customize it right to the point. We provide this solution for our customers."
"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."
 

Cons

"If we are going through the high availability in the IQ Bot setup, it's a bit complex."
"The error handling command on this solution still needs improvement, especially when compared to other platforms that are doing very well."
"There could be more training provided by Automation Anywhere."
"We are having some challenges when it comes to stability."
"I would like a better code migration solution, because this is something that we do a lot."
"Automation Anywhere could improve its integration with Python and other programming languages."
"I feel a lack of convenience when I try to scale it."
"The debugger is also a weakness of the tool, forcing the developer to use error handling or message box to map errors. Few applications take more time for loading when integrated."
"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."
"Technical support is not the best and could definitely be improved."
"​SaaS version for large organizations (more than 2000 users) is not available."
"There should be some AI integrations now as AI is in the picture."
"There is no notification regarding language upgrades."
"While licensing is costly, setting up JIRA Service Management is overall good because the vendor helped me, and I also received support from JIRA support, making it a positive experience."
"We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better."
"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."
"The pricing could be better."
 

Pricing and Cost Advice

"The price of this product is good."
"The pricing strategy for us is one license for development. It is more complicated than that depending on the options you choose."
"The solution is quite expensive. Not every organization can consider this option."
"I would like them to have better license management."
"Pricing is a bit high when compared to other available tools; however, the tool is worth the cost."
"I do not know the price, but I am told that it is cheaper than UiPath."
"Complaints are generally about the cost of IQ Bot, which is higher than its competitors. The base model’s pricing is comparable to other platforms with attended, unattended, and IDP capabilities as well."
"The pricing for Automation Anywhere is reasonable."
"The pricing model is very competitive."
"The price of this solution is reasonable and it was well within my budget."
"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."
"Costs are about $50 per user per year. JIRA is sold in user tiers of 25, 50, 100, 250, 500, 2000, 10,000, and unlimited users. It is bad when you have 51 users then the price is based on that 100 user tier. Users at 100 will be the most cost effective."
"We have an annual license with JIRA Service Management, but it is billed monthly."
"It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain."
"The pricing is free for us because we are an associate partner for the product."
"JSM's pricing is one of the best, starting at around $10 per user, per month, with volume discounts available."
"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."
"JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent."
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Manufacturing Company
12%
Construction Company
11%
Computer Software Company
7%
No data available
Financial Services Firm
14%
Manufacturing Company
10%
Educational Organization
6%
Computer Software Company
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business152
Midsize Enterprise82
Large Enterprise535
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.
899,258 professionals have used our research since 2012.