No more typing reviews! Try our Samantha, our new voice AI agent.

Infraon Desk vs JIRA Service Management comparison

Sponsored
 

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
634
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

"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."
"Overall, based on my experience with Automation Anywhere, I would rate it a nine out of ten."
"We realized a return on investment with Automation Anywhere, especially during the COVID surge in volume within the payment process."
"Because of this product's features, I would rate Automation Anywhere as a game changer."
"Automation Anywhere can be considered as one of the most stable RPA tools in the industry, according to the perspective of the limited amount of tools that I've used."
"The infrastructure that Automation Anywhere has created is really simple; compared to other tools such as Power Automate, it is more user-friendly and faster."
"Using automation, these processes are completed in between one and two hours, using one robot, and with these savings in time, the staff can do more in other areas, improving productivity and creativity while reducing the need for overtime and positively impacting the company overall."
"Automation Anywhere is easy to use and user-friendly due to its intuitive interface and straightforward implementation architecture, making it accessible even for those without a technical background."
"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."
"Infraon Desk was the best choice for my budget, considering the features and customization that I wanted."
"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."
"Auditing team uses this solution to track audit findings and follow-up."
"The customer portal with connection with our knowledge base has been most valuable."
"The initial setup is easy and straightforward."
"The most valuable feature of Jira is that it is free of cost, which is a significant advantage."
"The automated workflows have helped streamline our IT processes."
"I think one of the most valuable things is that it's all integrated."
"The product is not lacking anything that a QA will want to use."
"There are two things that I value very much about this product. One is the service levels management – the SLA agreement management part of it – and knowledge management."
 

Cons

"Automation Anywhere is expensive. They should consider lowering the price to make Automation Anywhere more affordable to SMEs, which comprise a huge segment."
"The AISense recorder in Automation Anywhere needs improvement in resilience and OCR capabilities, particularly in comparison to UiPath's superior OCR functionality."
"There is an issue with security where users can see the values in the credential vault."
"Because I am using an older version, I am rating the scalability as a seven out of 10. I feel a lack of convenience when I try to scale it."
"It should be easier to use."
"Automation Anywhere risks falling behind by focusing solely on Robotic Process Automation when competitors offer more versatile and adaptable solutions that integrate AI for a more intelligent automation experience."
"The scheduling is a little difficult at times. Rather than setting up individual instances, it would be really nice if we had the ability to set repetitive jobs easily. Right now, if you want a job to run every 15 minutes, you have to schedule it a lot of times. I'd rather have the ability to just say 'run every 15 minutes.'"
"I would like to see a lot around API integration going forward, like the ability for other systems to talk to the AI better by opening it up. I would like to see more chatbots or anything in the journey of making it truly immersive for human workers working with these bots."
"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."
"As a consultant, I have used the support. Some of the support I have received has been good and other times it could improve."
"In the Turkish market, the biggest problem is that they are looking for a server type of solution, but when it comes to Jira Service Management, Atlassian is a remote type of license. There are just two different options, data center and cloud."
"We faced challenges with integration for different frameworks like TestComplete."
"Instability happens sometimes - although not frequently."
"It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow."
"I don't think the program is very scalable. It lacks scaling capabilities from the performance perspective and load balancing and some other infrastructure capabilities."
"It does not integrate very well with our email system (MS Outlook)."
"Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive."
 

Pricing and Cost Advice

"We save 34,000 hours of time per year and have recouped up to $6000 in lost revenue."
"It is somewhere in the middle. The price and value of Automation Anywhere are better than UiPath. The pricing is good globally. It could be a little bit cheaper, but it is good."
"The setup and licensing cost is affordable, and it is not exaggerated like UiPath."
"Its cost is good."
"It is not cheap, but we are able to get an ROI."
"We only deal in annual licenses. There are no pay-as-you-go licenses."
"Automation Anywhere is expensive, making it more suitable for enterprise organizations."
"It is expensive. Automation Anywhere has reduced the price slightly, as we have grown. However, the price is still excessive enough that we are engaged in PoCs on other tools."
"The pricing model is very competitive."
"The price of this solution is reasonable and it was well within my budget."
"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."
"The pricing is free for us because we are an associate partner for the product."
"On a scale of one to five, with one being really high and five being good, I would rate the price of this solution as a four."
"JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent."
"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."
"The cost has recently increased. It might be around $20 to $25 per user license."
"I price of JIRA Service Management is reasonable."
"Licensing can become quite expensive."
report
Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
896,803 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Financial Services Firm
17%
Manufacturing Company
9%
Construction Company
9%
Computer Software Company
8%
No data available
Financial Services Firm
14%
Manufacturing Company
9%
Computer Software Company
6%
Educational Organization
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business150
Midsize Enterprise82
Large Enterprise534
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: May 2026.
896,803 professionals have used our research since 2012.