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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 (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 (36th), 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

"It is a good tool and one of the market leaders."
"Just for this use case, we had around 300 tickets coming in every month. We went live last month and the tickets went down to around 80 as of August 20th. While it might touch around 100, over a period of around six months it will become zero because we have not removed all the legacy data. We are just doing it from the go date of when we went live. The target is that it will be zero after three months. So, it's working well."
"It is highly scalable on cloud and virtual machines."
"Some of the key features of Automation Anywhere include the simplicity that enables developers to build bots very quickly in a standard delivery fashion."
"As a solution, Automation Anywhere is complete for business users and developers."
"Be it a Windows application, a web application, or a legacy tool, Automation Anywhere is able to achieve automation on these technologies seamlessly."
"Since we can register multiple bot runners in one control room, and we can easily monitor and re-run bots when necessary, it is convenient for me."
"By using SNMP configurations and Excel, I was able to read the mail. I used this functionality to categorize the fabric, then I used this information to correlate the value to Jira along with Excel."
"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."
"Infraon Desk was the best choice for my budget, considering the features and customization that I wanted."
"The price of Jira is very good."
"The query language and the ability to create views of the data are very useful."
"Its integration is most valuable. It is pretty open for integration."
"The solution has improved company functioning by providing more transparency, in my opinion."
"The solution is easy, even if you want to dock on something, it's easy to add the documentation and it easily integrates with other tools."
"It's easy to use and the fastest way to handle a ticketing system."
"This solution has helped us a great deal in project management tracking and forecasting."
"The tool is scalable."
 

Cons

"One thing about it that we have not found to be exceptionally useful are the built-in bot analytics, the Bot Insights. From our own extensive experimentation, as well as from what we've understood from other people using this solution, we've been able to come up with better solutions using our own in-house analytics and our own systems than through theirs."
"IQ Bot should have an easier way to tag the document's source after extracting information from the document. (Which group does the document or a transaction belong to)."
"Automation Anywhere needs to improve the startup time, as it tends to lag at the beginning of the day."
"They will need much more support, because it is a new thing and it’ll never fail because of productive partners. It will fail if people on the “gemba” don’t adopt it."
"More interactions with PDFs would be great for Automation Anywhere. The ability to use more legacy technology for object cloning, flash plugins, etc. A lot of their Excel commands could use some improvement."
"As a developer, I would like to have copy commands available from one bot to another."
"The technical support has been a little slow to respond to our inquiries."
"They need to make the AA stable across all browsers and I hope to see it fixed in the next version."
"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."
"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."
"I think the performance can be better."
"There could be more optimization, and the pricing could be better too."
"The reporting function of this solution, particularly the filters in the portal, could be improved."
"The pricing could be better."
"We faced challenges with integration for different frameworks like TestComplete."
"Jira Service Management could improve by offering more control similar to Monday.com, such as easier automations, file addition, and sharing with different people."
"The deployment can be a bit complex, especially for those who are not technical."
"Technical support is not the best and could definitely be improved."
 

Pricing and Cost Advice

"We would like them to change the license model of charging per bot."
"I'm not sure what the monthly licensing cost is, as that is taken care of by another team, but I would say it's around $100,000."
"My understanding is that the license cost of Automation Anywhere is more reasonable than UiPath and Blue Prism."
"Their licensing processes are in par with most industry standards."
"We're just starting to renew our license, and we were quoted $115,000 without the IQ Bot. The IQ Bot is another $30,000. This is with very limited pages, as we go through our first projects. The majority of the cost was for ten days of onsite training."
"Annually, we are paying almost one million reais."
"We brought onshore a lot of what we were doing offshore, saving our company close to $20 million."
"We purchase on a bot basis. Our costs are approximately $5,000."
"The pricing model is very competitive."
"The price of this solution is reasonable and it was well within my budget."
"I rate Service Management four out of 10 for affordability. The price could be better, especially for companies using more than one Atlassian product. It's suitable for SMBs that can afford it. I don't think there's another tool that's both better and cheaper. All help desk tools are relatively expensive."
"The price of the solution is becoming expensive and it should be reduced."
"We have paid $20,000 recently for a one-year license for our on-prem server."
"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."
"It is one of the premium products on the market, but it is very costly, especially in the Indian market."
"We need a license because we have a higher number than the free part."
"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."
"Licensing can become quite expensive."
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Top Industries

By visitors reading reviews
Financial Services Firm
16%
Manufacturing Company
12%
Construction Company
11%
Outsourcing Company
6%
No data available
Financial Services Firm
15%
Manufacturing Company
9%
Educational Organization
7%
Computer Software Company
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business159
Midsize Enterprise81
Large Enterprise553
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: June 2026.
904,054 professionals have used our research since 2012.