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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

"I think most of the keystroke level activities that users used to do in probably the last five years is now taken care completely by Automation Anywhere and similar RPA providers."
"Automation Anywhere is definitely scalable in several ways; it's easy and accessible, it's designed the best — almost perfect."
"The Automation Anywhere University is a good tool. It goes topic-by-topic with real-time examples."
"When we compare other projects on other platforms versus Automation Anywhere, the technical support we are receiving in terms of efficiency, and even that they are giving us good price, this is what we are looking for."
"Automation of such tasks helped in clearing the bandwidth of the users and requestors alike and saved a lot of to and fro just asking for the latest data."
"In general, when you set up the cloud solution, it's very, very easy."
"We saw a 70 percent decrease in manual steps. If something took 10 steps to do, we are doing it in three steps today."
"I liked the Automation Anywhere University. It was easy and simple. I hoped that it wouldn't take too much of my time, and it didn't, which was good."
"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."
"Apart from ticket management and workflow, the Kanban board is one of the helpful tools in Jira."
"Reporting and easy export to Excel spreadsheets."
"Service Management is great if you're an Atlassian shop already using JIRA for the development team and you want another tool for help desk ticketing. When it's all under the same umbrella, I can easily take a ticket from the help desk and move it to the development team. You can't beat that integration between two products."
"Atlassian Customer service is some of the best I have experienced."
"A good organizational tool."
"It's a good experience."
"It's easy to set up the solution."
"I like that it's easy to set up Sprint and put tasks and stories into Sprint; it is really easy to lay out the work that needs to be done."
 

Cons

"I would like to see more bots available right out-of-the-box in the SAP area."
"We've had a lot of issues with the installation and performance on a variety of computers, onshore and offshore. Our network bounds multiple domains, and we've had issues there, as well. So, we are looking forward to the web-based development versions."
"We only faced some problems when integrating it with SAP, and Oracle integration was a bit challenging, especially with Oracle Fusion. We had some issues when we were trying to connect some of the applications on the API level. But, in general, integration using Automation Anywhere is fine."
"Bringing a DevOps model for bot implementation integrated through private bot store might be a good idea to improve the tool."
"I have had a couple of crashes and issues."
"We did face some issues last year when there was an upgrade in Automation Anywhere control room, and at that time our web application automations were failing."
"The bot scaling process was painful, when you go beyond a few bots, and because we had stability issues. We had to work through the issues, and they took us a long time."
"Reliability and error handling should be improved."
"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."
"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 solution should be more formalized. It could be more user-friendly."
"The user interface becomes sluggish when there are many items in the database, especially large Product Backlogs. I've had page-load times of more than 30 seconds on modern clients, and that's just unacceptable."
"We decided to move away from JIRA Service Management to Azure because we felt it wasn't properly organized."
"Cost has prohibited us from switching entirely to this solution."
"It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)"
"JIRA Service Management is costly."
"We faced challenges with integration for different frameworks like TestComplete."
"The pricing could be better."
 

Pricing and Cost Advice

"We have seen ROI on one of the process, but not on the other processes yet."
"Automation Anywhere is cheaper than UiPath and Blue Prism. From a market point of view, Automation Anywhere is reasonable. Any organization can adopt Automation Anywhere."
"I think the pricing is reasonable, but clients often perceive it as expensive."
"Our annual licensing costs are around $100,000 a year."
"It is expensive. I would rate Automation Anywhere an eight out of ten in terms of pricing."
"The product’s pricing is reasonable."
"There is a free trial so that they can get an overview, and there are different licenses that are very affordable and can suit every business model."
"Annually, we are paying almost one million reais."
"The pricing model is very competitive."
"The price of this solution is reasonable and it was well within my budget."
"We have paid $20,000 recently for a one-year license for our on-prem server."
"Jira Service Management has affordable license fees. It's $12 a month per person."
"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."
"Buying a software solution is only a half part of the solution (or even less). You need to optimize usage of the software by hiring professionals who will help you to make the most of the software, especially in the beginning."
"It is one of the premium products on the market, but it is very costly, especially in the Indian market."
"I price of JIRA Service Management is reasonable."
"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."
"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."
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Top Industries

By visitors reading reviews
Financial Services Firm
13%
Outsourcing Company
13%
Manufacturing Company
10%
Construction Company
10%
No data available
Financial Services Firm
14%
Manufacturing Company
9%
Outsourcing Company
9%
Educational Organization
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
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: August 2026.
911,769 professionals have used our research since 2012.