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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
661
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

"AA RPA has drastically reduced speed of execution and thus turn around time of processes, ensuring all service level agreements are met and our customers get a great experience."
"The most valuable feature is the power of AI Technologies involved in Automation Anywhere's IQBot - such as Natural Language Processing, Computer Vision, Fuzzy Logic, and Machine Learning."
"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."
"The Excel operations are very good."
"It is very easy to use, very easy to learn. That is the main advantage of this tool. You don't need to have very specialized skills to learn it."
"The code automation platform is the most valuable feature."
"The robust and flexible nature of the product gives it the capability to automate almost all rule-based processes in each and every ERP application that is currently available in the market."
"We have hundreds of cases a day. There were around two to three employees who were just moving a case from one state to another. This was a repetitive, tedious job, which was frustrating for the employees. It helps to have the bot doing this work now. We have immediately seen effects, so this is a good use for it."
"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 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."
"I'm mainly working in the ITSM module of JIRA Service Management, and the integration between the system incident and how you can link all the records to the change makes it quite powerful."
"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."
"The dashboards are nicely laid out."
"The automations will really help the company by delegating work the way your company operates."
"The initial setup is pretty easy."
"The Jira interface is very good."
"The most valuable feature of Jira is that it is free of cost, which is a significant advantage."
"Useful for tracking issues with development."
 

Cons

"Automation Anywhere is a technical application. It is not so easy for a regular user. It requires technical knowledge."
"Automation Anywhere can improve process mining."
"I am looking forward to seeing writing on Linux in the web and WorkBatch in the next release."
"I have seen that the South American support is not as good as it should be."
"Their license model needs to be improved. The biggest issue for me is that the license is tied to a person, and it is not something that I can pass if I want to use it for the first five hours and pass it on to you for the next five hours and so on. When we automate, the license is tied to me, and if you or somebody else needs to use that license, as a COE administrator, I need to transfer the license from person A to person B. This is something that I have always told them that should not be this way because you want to utilize your licenses effectively."
"The product needs to catch up to the promise of known technology and apply more intelligent behaviors concerning AI or unstructured learning."
"In the A2019 community edition, while running its taking time to run RPA bots and having few bugs related to IQ Bot server connectivity and other things."
"The Recorder action in the A2019 Community edition is not supported."
"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."
"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."
"There could be more optimization, and the pricing could be better too."
"I am not familiar if there's an integration with Visual Studio from Jira."
"There is no notification regarding language upgrades."
"Field addition and removal features are not very intuitive in JIRA Service Management."
"Jira has different modules that can develop workflow for demand management and project management, but the solution is no out of the box and would require lots of customization."
"While I really like Scriptrunner, there are behaviors we don't have in the cloud."
"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."
 

Pricing and Cost Advice

"It's an ideal pricing model to customize the components based on everyone's needs."
"Their licensing processes are in par with most industry standards."
"IQ Bots are very costly. It's not a sustainable bot for us as of now. We will look for better, alternate options for that."
"My understanding is that the license cost of Automation Anywhere is more reasonable than UiPath and Blue Prism."
"The setup and licensing cost is affordable, and it is not exaggerated like UiPath."
"It has good licensing costs which are average for the market."
"We brought onshore a lot of what we were doing offshore, saving our company close to $20 million."
"The setup cost depends on multiple factors, so you need to get details before choosing."
"The price of this solution is reasonable and it was well within my budget."
"The pricing model is very competitive."
"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."
"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."
"I would rate the pricing a seven out of ten, where one is low price, and ten is high price. It's competitively priced."
"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."
"I price of JIRA Service Management is reasonable."
"The pricing is very competitive and I think that it is okay."
"The pricing is free for us because we are an associate partner for the product."
"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."
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Top Industries

By visitors reading reviews
Outsourcing Company
15%
Financial Services Firm
12%
Comms Service Provider
10%
Manufacturing Company
10%
No data available
Financial Services Firm
14%
Outsourcing Company
10%
Manufacturing Company
8%
Comms Service Provider
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business161
Midsize Enterprise82
Large Enterprise558
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.
913,806 professionals have used our research since 2012.