Infraon Desk vs JIRA Service Management comparison

EverestIMS and Atlassian are both solutions in the IT Service Management (ITSM) category. EverestIMS is ranked #30, 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: June 2026).

Buyer's Guide

Infraon Desk vs. JIRA Service Management

June 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

"It has improved a lot. We could identify a lot of manual processes that can be automated for our customers. The scope of automation by using Automation Anywhere has become wonderful. IQ Bot and AI sense are the incredible features provided."

"They have a credential vault, which is 256-bit encrypted. That is the highest security that can be provided when it comes to credential maintenance. With a credential vault, other than the user who is entering the password, no one else knows what the password is."

"Document automation has notably reduced manual effort."

"Security is a top priority for us. To be allowed to automate different processes, we need to have a good set of controls around who is allowed to do what, and what credentials people can and can't use. It allows us to manage access make sure that we have full control."

"I recommend Automation Anywhere to other users because it minimizes repetitive human tasks, saves time, and helps reduce costs."

"My impression of the impact on visibility in the automation lifecycle is that we help to standardize the process and become more productive in those activities and visibility."

"The integration is helpful. We have quite a few use cases where we've integrated with Microsoft tools and local record systems, such as SAP and Vertex AI."

"We have started to see the ROI, as activities in which resources in my team would have taken four to five hours are now done in 30 minutes."

More Automation Anywhere pros

"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."

"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."

"The dashboards are nicely laid out."

"It has improved our work in a number of ways. First, it has made everything much faster. Before Jira Service Management, it could take weeks to resolve a ticket."

"I think it's easy to use and user-friendly."

"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."

"Reporting and easy export to Excel spreadsheets."

"Confluence is a great tool for documentation and tracking."

"The tool is scalable."

"The automation feature in JIRA Service Management is beneficial, and that's yet to be available in ServiceNow. ServiceNow doesn't have the flexibility to automate processes."

More JIRA Service Management pros

Cons

"We want it to work with more APIs. It needs to integrate with multiple APIs. That would be something that I would like going forward."

"For beginners learning Automation Anywhere, there should be predefined templates to start creating a task bot. Instead of dragging and dropping action commands and doing error handling, there should be predefined templates that they can directly use."

"Also, we're seemingly plagued with certain technological issues or bugs."

"There is a lot of scope for improvement in terms of stability. It is a concern, because right now we are close to 20 to 25 percent false negatives that are coming up."

"We have had some difficulty with ease of use. In addition, we have had some difficulties getting it to interact in predictable ways with our in-house software."

"IQ Bot is pretty good, but we can only run a maximum 150 documents."

"The customer service could be improved."

"One of the important drawbacks of Automation Anywhere is that it needs to be able to show the automated process as a single flowchart."

More Automation Anywhere cons

"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."

"When you raise a ticket with Jira, there's no ability to see your other JIRA tickets."

"The support we received was not fully provided at that time."

"We have tried exporting some of the test cases into Jira from Excel. The interface for that isn't very user-friendly."

"The product does not have the capability to sort queued tickets by product. This would be useful in making workflows more efficient."

"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 would like to see improvement in the ability to filter completed tasks."

"The biggest issue is not being able to display linked issues and that makes scalability painful as far as the customer experience goes, and weighs down the system with more tickets."

"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."

More JIRA Service Management cons

Pricing and Cost Advice

"It is cost-efficient in terms of licensing. I found their support good when I was working for the airline client. However, I hear from my managers here that the support price for Tier 3 or premium is a little higher. That is why we are not going for Automation Anywhere. Its price was okay for our client, but for us, it seems expensive."

"It depends. For example, for my group, we are centralizing the infrastructure in Paris. Our contract is signed with Automation Anywhere in France. The currency and the pricing of Automation Anywhere in France can appear beneficial and interesting for Germany and Scandinavian countries, but when we share our infra and are internally charging other countries such as Poland, Brazil, or some other country with a lower currency value as compared to Euro, it becomes less beneficial. They would prefer to sign the contract directly with Automation Anywhere because they will benefit from a price that is as per their local market."

"The pricing that we received from Automation Anywhere in the beginning was very economical for us. We've seen a lot of benefit from what we spent to what we're receiving. From the beginning, it's been a very low-cost implementation for us."

"Our costs are approximately between $5,000 to $10,000 per license."

"We are currently negotiating a contract. Depending upon that, we will definitely look at increasing usage."

"With the rebate processing automation that we did, it has provided us a savings of around an hour or two a person on a daily basis, which is quite a lot of savings."

"The pricing model can be a bit more flexible."

"Automation Anywhere is affordable."

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."

"It costs around $150 to $200 per user."

"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."

"The price of the solution is becoming expensive and it should be reduced."

"We have an annual license with JIRA Service Management, but it is billed monthly."

"I would rate the pricing a seven out of ten, where one is low price, and ten is high price. It's competitively priced."

"We may upgrade the license that we have. The license that we currently have is good for 500 agents, and it's not full yet."

"Do not forget to calculate add-on costs. These cost a percentage of the JIRA purchasing costs and are based on the number of JIRA users."

More JIRA Service Management pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

16%

Manufacturing Company

12%

Construction Company

11%

Computer Software Company

No data available

Financial Services Firm

15%

Manufacturing Company

Educational Organization

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	157
Midsize Enterprise	83
Large Enterprise	551

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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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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Comparisons

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Compared 8% of the time

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Compared 6% of the time

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Compared 12% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

July 2026

Download Automation Anywhere product report

Buyer's Guide

Help Desk Software

July 2026

Download Infraon Desk product report

Buyer's Guide

JIRA Service Management

June 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

June 2026

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