JIRA Service Management vs LiveAgent comparison

Atlassian and QualityUnit are both solutions in the Help Desk Software category. Atlassian is ranked #2 with an average rating of 8.2, while QualityUnit is ranked #39. Additionally, 93% of Atlassian users are willing to recommend the solution, compared to 100% of QualityUnit users who would recommend it.

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Executive SummaryUpdated on Apr 5, 2026

JIRA Service Management and LiveAgent compete in IT service management and customer support. LiveAgent seems to have an edge due to its comprehensive features and ROI, while JIRA Service Management stands out in project integration.

Features: JIRA Service Management offers integration with development tools, automation capabilities, and customizable workflows, benefiting engineering environments. LiveAgent provides a help desk solution with ticketing, live chat, and voice call functionalities, enhancing customer interaction.

Ease of Deployment and Customer Service: JIRA Service Management is often part of larger engineering systems and requires technical expertise but provides extensive setup resources. LiveAgent has a straightforward deployment process and user-friendly interfaces, focusing on efficient support for quicker adoption.

Pricing and ROI: JIRA Service Management may involve a higher initial investment due to its tool suite, offering scalability for larger organizations. LiveAgent's competitive pricing and flexible plans ensure fast ROI for smaller businesses or those with limited IT budgets.

To learn more, read our detailed JIRA Service Management vs. LiveAgent Report (Updated: June 2026).

Buyer's Guide

JIRA Service Management vs. LiveAgent

June 2026

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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

Featured Reviews

Venkat Sivaprakash

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.

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Sohaib Ahmad

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.

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it_user1729971

Assistant customer support manager

Prioritizes tasks and easily organizes messages and responses

I've not really noticed anything that needs to be improved with the solution. Generally, I enjoyed everything. Every feature LiveAgent has was a seamless journey for me. Maybe there are others who might notice one or two flaws on LiveAgent. I use LiveAgent, but based on my position in the company as a live chat professional, there is a level that I am restricted to. There are other products that are more popular and effective than LiveAgent, like Zendesk and HubSpot. They are among the most popular live chat products, and they have more users. I will advise that LiveAgent should look at what these other people are doing and use it to improve themselves. LiveAgent should add more functionalities.

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Quotes from Members

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

Pros

"In the finance department, this solution has saved us a lot of money."

"Without thinking twice, I would recommend going for Automation Anywhere."

"Most of the features are valuable."

"Automation Anywhere, specifically A2019, has helped us in automating a major chunk of such tasks, thus helped in saving a lot of time, effort, and revenue."

"The scheduling feature allows for scheduling of the bots to a specific time every day, which helped remove the dependency on humans completely."

"The most valuable feature of this solution is the automation of manual tasks, which save us time."

"The product has saved us a lot of time by reducing manually tasks, like entering data into Excel."

"I have worked on other RPA tools but this is more logical and easy to use."

More Automation Anywhere pros

"From where I sit, the cloud version is superior, mainly due to not having to manage the upkeep of Jira, which was quite frankly a pain, but that's just the nature of Jira."

"Overall, it's the best option on the market, after looking at other products."

"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."

"Automation capabilities allow for automatic ticket creation using monitoring tools."

"Jira lets us customize the workflow to meet our requirements. The email and alert features are also handy."

"The automated workflows have helped streamline our IT processes."

"We previously used ITAM, BMC Remedy and some other tools, and JIRA Service Management is comparatively better."

"I think it's very easy to develop any process inside Jira Service Management, you can build any software with it."

More JIRA Service Management pros

"I like that this solution provides the history and control over every process connected to a building so we can see everything that's happened since we started using this solution."

"My experience with LiveAgent so far has been a seamless one."

"The most valuable feature was how the solution helped us to prioritize tasks."

"Provides service level optimization."

Cons

"I have noticed that after the bots have been delivered to run in a production environment, there are issues in terms of quality and performance."

"I am not technically inclined, and it involves many steps for a process to function properly. It requires a lot of work initially to design and develop a process. I find it somewhat challenging. If you take time to understand it, it's not too difficult, but it seems complicated at the beginning if you're not a technical person."

"The pricing, setup cost, and licensing of the platform are the worst. This is my major concern and complaint."

"There is a lot of scope for improvement in terms of stability. It is a concern, because right now we are close to 20 to 25 percent false negatives that are coming up."

"In the Microsoft Excel features, it needs a command to wait for a calculation to complete."

"Companies need to better justify the ROI before usage - otherwise, they might spend money on things unnecessarily."

"The Automation Anywhere community is less active than the UiPath community, which is a downside. When I ask questions in the Automation Anywhere community, responses take a longer time."

"Some of the biggest improvements they can make are with the interface. It can be improved in terms of usability or searching for something. For example, icons are hard to find. Typically, you jump into the search box, but being able to go in and find things quickly with the eye could be very valuable."

More Automation Anywhere cons

"Some of the areas that could be improved are with the customizations."

"The interface could be made easier to use. While it is not the worst, there is still room for improvement."

"We faced challenges with integration for different frameworks like TestComplete."

"JIRA Service Management could improve the forms. When you complete the form for the ticket, for example, to have more information given to the team. If they needed this information, you can give it to them. They need to add additional information for a better understanding of the whole picture of the issue or problem."

"From the customer side, it's not friendly used compared to other competitors, like ServiceNow or BMC."

"For us, one of the weaknesses of Service Desk is that we can not check every issue in the queue raised for one product."

"Service Management currently lacks an asset management module that can make deployment more difficult."

"Integration possibilities with other products that are not Atlassian would be helpful. Support should also provide separate installation guides for each product even though they are easy to install."

More JIRA Service Management cons

"There are other products that are more popular and effective than LiveAgent, like Zendesk and HubSpot."

"I'd like to see an improved API to the system, rather than other softwares having to trigger everything."

"There are other products that are more popular."

"Connection to other softwares could be improved."

Pricing and Cost Advice

"More than 40 to 50 percent of the IT budget will be for the cost of automation projects in the coming years since these projects enhance operations add value."

"Automation Anywhere is reasonably priced because it can sustain us for a long period."

"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."

"The cost of this solution is a little bit high, but it is worth the price."

"As our team size increases, we may get some more licenses for the tool."

"We are interested in saving manual engineer man-hours. So far, we have saved $100,000."

"Its usage is expensive for us because my user base is mostly in Manila and KL. The unit cost of labor is cheaper there than in the U.S. or Australia, which puts a bit more stress on how to get a positive ROI while continuing to use it."

"Our company is investing a lot of money in Automation Anywhere. They have saved money wherever humans are working. They invest a lot of money in FTEs and other logistics, so the money saving is very pretty good with Automation Anywhere. While I don't know the exact figure, the tool is saving us millions of dollars as well as saving about 40,000 hours in the last year."

More Automation Anywhere pricing and cost advice

"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."

"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."

"JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent."

"We have paid $20,000 recently for a one-year license for our on-prem server."

"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."

"We have an annual license with JIRA Service Management, but it is billed monthly."

"The license we use is on a yearly basis. As a Solution Partner, we were using the free one and were using the free plugins. We were also giving our own plugins to the Atlassian Solution Partners for free. We don't pay anything to Atlassian."

More JIRA Service Management pricing and cost advice

Information not available

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Top Industries

By visitors reading reviews

Financial Services Firm

17%

Construction Company

12%

Manufacturing Company

11%

Computer Software Company

Financial Services Firm

15%

Manufacturing Company

Computer Software Company

Educational Organization

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	154
Midsize Enterprise	82
Large Enterprise	536

By reviewers
Company Size	Count
Small Business	30
Midsize Enterprise	25
Large Enterprise	34

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...

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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...

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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.

See all answers

What is your favorite Help Desk Software and why?

JIRA Due to its agility.

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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...

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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...

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Comparisons

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Compared 12% of the time

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Compared 7% of the time

BMC Helix ITSM vs JIRA Service Management

Compared 6% of the time

Freshservice vs JIRA Service Management

Compared 5% of the time

Alemba Service Manager vs JIRA Service Management

Compared 2% of the time

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Zendesk vs LiveAgent

Compared 18% of the time

Samanage vs LiveAgent

Compared 9% of the time

BMC Helix ITSM vs LiveAgent

Compared 8% of the time

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Compared 6% of the time

Jive vs LiveAgent

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Product Reports

Buyer's Guide

Automation Anywhere

June 2026

Download Automation Anywhere product report

Buyer's Guide

JIRA Service Management

June 2026

Download JIRA Service Management product report

Buyer's Guide

Help Desk Software

May 2026

Download LiveAgent product report

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

Automation Anywhere

Demo not available

Atlassian

Demo not available

QualityUnit

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

JIRA Service Management is recognized for customization, ease of use, and integration capabilities, offering flexible workflows and dashboards that enhance ticket management in organizations.

This platform contributes to streamlining business operations with features like automation and real-time updates. Businesses implement JIRA Service Management to manage ITIL processes, support tickets, and issue tracking both internally and externally. It is utilized for project management and lifecycle tracking, with Kanban boards and Confluence integration supporting change, incident, and problem management.

What are the key features of JIRA Service Management?

Customizable Workflows: Adapt workflows to meet business needs.
Integration: Seamlessly connects with other tools, including Jira and Confluence.
Real-Time Updates: Keeps teams informed and synchronized.
Automation: Reduces manual tasks with automated processes.
Scalability: Grows with organizations, accommodating increasing demands.

What benefits and ROI can be expected from JIRA Service Management?

Efficiency Gains: Improves operational efficiency through streamlined processes.
User-Friendly Interface: Simplifies adoption with intuitive navigation.
Comprehensive Reporting: Provides valuable insights to drive decisions.
Quick Setup: Fast deployment enhances time-to-value.
SLA Management: Ensures service level agreements are met effectively.

Service management platforms like JIRA Service Management are integral to industries focusing on managing IT services, such as tech firms and support-focused sectors. Organizations frequently utilize its capabilities to enhance their customer service operations, supporting optimal SLA adherence and efficient query management across departments. By tailoring its application to unique operational workflows, companies achieve improved service delivery and responsive issue resolution.

Atlassian

LiveAgent is an AI-driven customer communication platform featuring a robust suite of tools designed to automate and optimize customer service operations.

LiveAgent accelerates response times and boosts productivity by leveraging AI technologies like the AI Chatbot and AI Answer Assistant. With easy integration, FlowHunt enhances FAQs handling, complex query escalation, lead generation, and multilingual support. These features are accessible on all current pricing plans, excluding legacy plans. AI Answer Assistant utilizes ChatGPT to craft polished email responses, significantly improving customer service quality.

What are the key features of LiveAgent?

AI Chatbot: Automates interactions, improves response times, reduces workloads.
FlowHunt Integration: Handles FAQs, escalates complex queries, supports multilingual interactions.
AI Answer Assistant: Utilizes ChatGPT for polished email responses, enhancing productivity.

What benefits should users consider?

Improved Efficiency: Streamlines operations, reduces agent workload.
Increased Satisfaction: Quick, personalized responses enhance customer experience.
Cost Reduction: Optimizes resources, lowering operational expenses.

LiveAgent is widely implemented across various industries, offering tailored solutions to enhance customer engagement and operational efficiency. Businesses in e-commerce, telecommunications, and healthcare benefit from its AI-driven automation, which streamlines communication processes and supports diverse client bases.

QualityUnit

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

Orange, Huawei, T Mobile, eOn, Solid Trust Pay, G4S, Oxford University

Buyer's Guide

JIRA Service Management vs. LiveAgent

June 2026

Free Report: JIRA Service Management vs. LiveAgent

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