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JIRA Service Management vs Kaseya Vorex 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
6.8
Number of Reviews
669
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)
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 (20th)
 

Featured Reviews

Nadeem K. - PeerSpot reviewer
Rpa Developer at a consultancy with 11-50 employees
Automation has freed teams from repetitive finance and supply tasks and supports global operations
In the current organization, we had trouble initially because I think the documentation and support could be better than what it is now. This is one difference between Automation Anywhere and other RPA tools such as UiPath. In UiPath, if you have an issue, you go to the UiPath website and search for it, and you get lots of help materials. In Automation Anywhere, you do not get exactly what you are looking for. You get a very large number of results when you search for something, and from this large result set, you have to filter out what you need, or only partial information will be available. User handbooks are available for each product. In that regard, I would say Automation Anywhere is lagging compared to other RPA tools. It is difficult to get hold of their customer support team. I want to clarify that it is not a matter of us building logic on Automation Anywhere and it failing. When it is a product-related issue, they have to give us support because we only know how to develop within Automation Anywhere. We do not know how to fix Automation Anywhere itself. Whenever we have an issue, trying to get in touch with them always takes three to four business days.
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

"I like the diversity. Every year, maybe even every six months, new modules are introduced to the program, and module enhancements are added to the toolbox to make automating various applications or situations easier."
"No review content was provided."
"Automation Anywhere improved our organization since it saved us a lot monetary value."
"Automation has helped us improve productivity in that it first of all saves time, and because of the automation we are able to eliminate human errors, so it is really good for improving our productivity and has helped us a lot."
"The way it integrates with subsystems is impressive. When automating business processes, there might be multiple systems in use. Automation Anywhere provides various ways to connect, such as by directly using backend APIs or using the frontend. This is incredibly useful."
"The most valuable feature is the back-end process automation."
"The product has improved our organization cost-wise and bank savings in transactions. Everything has been changed for the better."
"The universal recorder is a kind of hybrid recorder that enables the user to record the data across devices."
"Simplicity is a key aspect. It is not hard to use."
"Easily integrates with other tools."
"The most valuable feature of Jira is that it is free of cost, which is a significant advantage."
"The stability of JIRA Service Management is good."
"The flow of the reports is good."
"Based on my experience, you should go for the full Atlassian ecosystem if you are looking for IT service management and workflow management for your businesses."
"JSM's pricing is one of the best, starting at around $10 per user, per month, with volume discounts available."
"Developing processes is easy and user-friendly."
"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 regional distribution in Turkey can be improved."
"The biggest issue was that the new license required upgraded hardware infrastructure so we were getting all new tech stuff procured which meant that we were getting updated RAMs and things like that. Getting the licenses was easier but building the infrastructure which was required to support the new version was difficult."
"The EXE license is such that I can create executable files from the developer machine and deploy it; however, the file that you created can only be deployed to one system, so if you wanted to deploy this test file to, say, 10 test systems you would need 10 licenses."
"There is room for improvement when this application is used in a Citrix-based environment."
"For future prospects, this tool should 80 percent deal with neural networks, deep learning, and artificial intelligence and that has to be integrated a lot. As these are future skills, these integrations will help us take the tool to take to the next level."
"We face some issues, but we can’t prove them again. They occurred sometimes, but don’t occur again. For example, I record a video when a bot is running, and it is working fine. Another time it is not working. We face issues with Excel file creation. I’m trying to create a file in Excel .xls. It is getting corrupted."
"It would be better to make it more user-friendly so that individuals with no experience can pick it up pretty quickly."
"We would like to see the scalability improve from a local perspective."
"The way it handles subtasks can be improved. We would really like the ability to have different types of subtasks."
"I feel that Atlassian isn't really interested in fixing everything because if they did, the partners that are developing the fixes and features would not have a place in the market."
"The queries are weak and lack advanced functionality. You can do rudimentary queries, but you can't aggregate. You can't filter for a lot of things that would be useful, so you need to use plugins to write writing advanced queries. I run into problems when working with different organizations because they always have restrictions on what kind of plugins they allow."
"The main issue with this solution is there's no limited subscription available for plugins we only use for a few people. If we only have a team of twenty using a plugin, we still have to purchase a subscription for the whole 200 users."
"We decided to move away from JIRA Service Management to Azure because we felt it wasn't properly organized."
"The documentation needs improving, it's difficult to find specific procedures."
"From the customer side, it's not friendly used compared to other competitors, like ServiceNow or BMC. It's also not fully ITSM management if you compare it with ServiceNow or BMC. They have a full model of ITSM. In BMC they have TrueSight, they have Discovery, which helps IT to discover IT equipment with a serial number, with the specs, capacity of the server."
"From the customer side, it's not friendly used compared to other competitors, like ServiceNow or BMC."
"Kaseya Vorex's customization features 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."
 

Pricing and Cost Advice

"One of the things that will be good for the community will be to get the free version to download, which came out just a month ago called Community Edition. So, you can actually download it and try it for yourself."
"The licensing cost could be improved. It costs a lot. At the very least, the developer licenses and the control panels should be made free to enterprises, and the production environment licensed."
"Pricing is affordable and I would recommend beginning with the Starter Package."
"We are interested in saving manual engineer man-hours. So far, we have saved $100,000."
"We have seen a return of investment because it takes less time to market in our current process. I would estimate a times savings between 20 to 30 percent."
"Price is where I'm least satisfied. Other vendors are more willing to offer discounts."
"We were required to purchase licenses and bot runners, which determined the permissible run times for the bots."
"Subscription for Automation Anywhere (AA) is paid yearly."
"But about the plugins, I found one plug-in — its name is Actionable Metric I think — and it is $3000. That is very expensive for users in Iran."
"Jira Service Management has affordable license fees. It's $12 a month per person."
"It depends on the number of users but it starts at $20 per month per user. I would rate them a three out of five for pricing."
"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."
"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."
"It is a cheaply priced product."
"Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free."
"The price of the solution is becoming expensive and it should be reduced."
Information not available
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Top Industries

By visitors reading reviews
Outsourcing Company
14%
Comms Service Provider
12%
Financial Services Firm
11%
Manufacturing Company
11%
Financial Services Firm
14%
Outsourcing Company
11%
Manufacturing Company
10%
Comms Service Provider
7%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business162
Midsize Enterprise86
Large Enterprise566
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 wh...
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: November 2026.
921,523 professionals have used our research since 2012.