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

JIRA Service Management vs Kaseya Vorex 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
641
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)
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)
Kaseya Vorex
Average Rating
9.0
Reviews Sentiment
6.1
Number of Reviews
2
Ranking in other categories
Help Desk Software (17th)
 

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.
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.
Rajendra Karad - PeerSpot reviewer
Team Leader at Orient Technologies Pvt. Ltd.
Platform excels across departments but requires more focus on integration and IT management features
Kaseya's focus is on something else and is not aligned to the business model we are into, and the enhancements which we are expecting are not happening on their platform or their products. The enhancements are very limited. Multi-tenancy was lacking in Kaseya Vorex. Tenancy was not 100% there in Kaseya Vorex. The IT Asset Management feature was very limited. The Service Desk was also limited because it is not a full-fledged ITSM; it was a professional service automation platform. Integrated communication tools were somewhat lacking in Kaseya. Multi-channel collaboration integrations were not there. The Service Desk was not in complete compliance with the ITIL framework.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"With our conversion from v11 to A360, there has been better ease of development of components within the control room for our development teams."
"The OCR is the most valuable feature, though this is a third party feature that we have integrated. It is quite easy to integrate with other solutions."
"Automation Anywhere overall is a great tool for automation, as it provides a lot of flexibility to work with different other applications."
"Automation Anywhere is scalable and capable of adapting to any new requirements and technologies."
"I realized that Automation Anywhere is much easier, more reliable, and has value for money with good and vast customer support."
"The best features of Automation Anywhere are having a user-friendly interface and the ability to integrate AI, and APIs and services like OpenAI's ChatGPT can be integrated, enhancing its functionality."
"The IQ Bot is the most valuable feature and a significant market differentiator."
"The Object Cloning command is the most useful feature. Through the use of this command, between 30% and 40% of the process automation is complete."
"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."
"Automation capabilities allow for automatic ticket creation using monitoring tools."
"The price of Jira is very good."
"Two features I like about Jira are its ticketing system and its compatibility with Confluence. Also, the Knowledge Base is one of the more valuable features that would really benefit us."
"Jira lets us customize the workflow to meet our requirements. The email and alert features are also handy."
"Easily integrates with other tools."
"The initial setup is straightforward."
"We previously used ITAM, BMC Remedy and some other tools, and JIRA Service Management is comparatively better."
"The platform's most valuable feature is the ability to produce daily summary reports."
"Kaseya Vorex is a comprehensive platform with a service desk, project module, CRM, and a complete finance model with auto billing."
 

Cons

"The main disadvantage of Automation Anywhere is its high cost."
"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."
"I think it is a little bit of an ongoing struggle, because we don't deal with the infrastructure. We have a separate infrastructure team that sorts all that out. So, sometimes there are communication issues just trying to get our internal IT team onboard to run through the installs and that sort of thing. But, definitely with the new cloud version coming onboard, we'll be looking toward going to that. Hopefully it'll resolve some of that friction that comes about through the install process and complexity."
"The OCR can be a little better because sometimes while scrapping, it leads to data loss."
"Giving access to our internal websites was not simple during the initial setup."
"If we are getting input from a CSV file, we have to add one more layer of automation that first saves the data to an Excel file."
"The expectations of what we thought was possible, versus what appears to be possible, were a little bit off."
"The main problem that I have with Automation Anywhere is the support. When I have problems that I cannot solve by myself, it is hard to achieve a good result with support. Language is another issue."
"It is pretty complex to move between the test environment and the production environment. There is potential for improvement."
"It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow."
"From the customer side, it's not friendly used compared to other competitors, like ServiceNow or BMC."
"A lot of users have said that they want a feature that was on the on-prem version of Jira and the vendor can't deliver. They're either unwilling or unable to give feature parity."
"Lacks an interface where the customer can report issues."
"While I really like Scriptrunner, there are behaviors we don't have in the cloud."
"The deployment can be a bit complex, especially for those who are not technical."
"We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better."
"Kaseya's focus is on something else and is not aligned to the business model we are into, and the enhancements which we are expecting are not happening on their platform or their products."
"Kaseya Vorex's customization features could be better."
 

Pricing and Cost Advice

"If it is saving FTE and Generating a good ROI then it is Worth Investing."
"We have seen the tangible benefits of taking monotonous work off people's plates, creating capacity, and cost reductions."
"My understanding is that the license cost of Automation Anywhere is more reasonable than UiPath and Blue Prism."
"The pricing of AA is similar to UiPath."
"Regarding the price, licensing, and maintenance, Automation Anywhere provides its customers with its best and affordable value."
"Costs savings have been seen by employing bots for multiple shifts instead of people."
"My only suggestion in terms of pricing is very generic and that is to consider that as much as RPA saves cost and does automation, please get a realistic estimation done on whether you are really achieving any ROI over your investment with RPA."
"It is not too expensive, but there are many tools available in the market that can provide the same functionality at a cheaper price."
"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."
"For the people like us, the lower the price, the better. But when compared to other competitors, I think it's Jira's price is okay."
"I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise."
"Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests, which have a $10 a month flat rate, so right now, it is $10 a month. There are lots of add-ons. They do a free version, a standard version, and a premium version. In the last company, we started on $50 a month. By the time I left, we were paying $4,500 a month. That was mainly because we had 100 users on Confluence. I bought an add-on for Jira software for which we had 10 users, and that was $5 per user per month. It was costing me $500 a month, whereas it should only be $50 a month. I don't know if licensing fee has changed. I'd like our whole company to use it, but the big problem is the licensing because the Confluence side is what is really useful, but if I add 30 users to Confluence and then buy an extension for Jira software, I've got to pay for 30 licenses, even though I've only got two users in Jira software. It is the one big disadvantage of cloud software. You always have to pay for the number of seats regardless of which product you are on. This will probably severely limit how many people would use it because I'm not going to start paying $10 per user per month for a Jira software add-on when there are only two people using it."
"Jira Service Management has affordable license fees. It's $12 a month per person."
"We have paid $20,000 recently for a one-year license for our on-prem server."
"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."
Information not available
report
Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
902,495 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Financial Services Firm
17%
Construction Company
12%
Manufacturing Company
11%
Computer Software Company
7%
Financial Services Firm
15%
Manufacturing Company
9%
Educational Organization
6%
Computer Software Company
6%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business154
Midsize Enterprise82
Large Enterprise536
By reviewers
Company SizeCount
Small Business30
Midsize Enterprise25
Large Enterprise34
No data available
 

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.
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...
What needs improvement with Kaseya Vorex?
Kaseya's focus is on something else and is not aligned to the business model we are into, and the enhancements which ...
What advice do you have for others considering Kaseya Vorex?
There is no comparison to SolarWinds Service Desk when compared with Kaseya Vorex because both platforms are altogeth...
What is your primary use case for Kaseya Vorex?
Kaseya Vorex is a platform which caters to an entire organization, from IT support to HR, logistics, and financials. ...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
JIRA Service Desk, Atlassian Jira Service Management
No data available
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
CROWD, GetApp, Capterra, Software Advice
Find out what your peers are saying about JIRA Service Management vs. Kaseya Vorex and other solutions. Updated: June 2026.
902,495 professionals have used our research since 2012.