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JIRA Service Management vs Xurrent 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
668
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)
Xurrent
Average Rating
8.0
Reviews Sentiment
8.5
Number of Reviews
4
Ranking in other categories
IT Service Management (ITSM) (31st)
 

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.
Edward Carbutt - PeerSpot reviewer
Executive Director at Marval Software
Offers multi-tenancy architecture, both in terms of functionality and reporting, requires minimal configuration and no-code deployment
We're still biased towards our previous, more mature product. 4me still needs to reach that level of maturity. However, for most users, the product will do what they need. It's only when you have mature service management processes and need deeper integrations at the process level that you might encounter some limitations. But for less mature needs, 4me works well.

Quotes from Members

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

Pros

"The company continues with research and development to expand the capabilities of the product to meet market needs."
"We recently switched to document automation that comes with the bundle. It is a good feature because earlier, we needed to purchase a separate license for IQ Bot, but now the enterprise license includes the DA license. This eliminates the need for an additional license for document automation."
"The primary use case is automation of processes for people services, such as data management of the employees, and financial processes, like reporting, financial reporting, and month-end closing activities."
"Automation Anywhere consistently ranks at the top, matching our vision and strategy for implementing transformative solutions."
"If anyone is looking for an efficient automation tool, I definitely recommend Automation Anywhere because it is very helpful, even for non-technical people."
"Human errors have been rectified due to bot usage."
"It can be used for customer service support, data extraction, data migration, and software installation."
"Automation Anywhere has by far, provided one of the best and easiest solutions to implement RPA."
"I think that people should really go for it because of its ease of use."
"We can track, monitor, and get all the details we need from the end-user's point of view for any service request."
"Jira gets the basics right in terms of the Product Backlog and a Scrum Board that Scrum Teams can use to manage Sprint Backlogs."
"Transparency of the system helps both internal and external persons involved."
"On a cost-basis, the product offering is very good."
"Our service desk is completely automated using Jira for everyone in the organization."
"The tool's stability is very good."
"Developing processes is easy and user-friendly."
"The solution is highly stable."
"The multi-tenancy architecture, both in terms of functionality and reporting, is the best feature. It is a really well-thought, designed, and developed part of this product."
"It offers a comprehensive set of features without requiring additional payments for each feature."
"When compared to BMC Helix ITSM, the 4me setup is much simpler and less complicated."
"I like their request management as well as their project management."
 

Cons

"There are some business areas for which this tool is not capable of doing, such as in the areas of graphically-based input."
"For people who don't have technical skills, Automation Anywhere may take time when it comes to browsing or loading time, and sometimes becomes very buggy with unwanted failures."
"The assign value function is not there in the A2019 Community edition, which makes it hard for a developer to manipulate the data."
"I would suggest going with Microsoft Power Automate rather than Automation Anywhere because Power Automate's cloud flow is easier to use."
"When dealing with a large number of variables, uploading them directly from an Excel sheet to Automation Anywhere is not supported."
"I would like them to add OCR features. This would help us deal with unstructured data and we can get more data out of images."
"There is an issue with the object cloning in Excel. OCR is also not that stable. Image recognition works fine, but not all the time."
"The product is not working sometimes with the methods we prefer."
"There should be better connections with access management. They should improve the connectivity."
"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."
"It does not integrate very well with our email system (MS Outlook)."
"The price is a point of contention for me. It does overall work out as a significant amount of money that will be spent over a shorter period of time."
"An AI feature that enables automation and alerts for users can be an improvement."
"JSD has some analytics, but it's pretty much basic and simple dashboards. There's no mobile application for JSD. It really would benefit from better implementation with other vendors. We're heavily reliant on some external marketplace applications."
"Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive."
"We faced challenges with integration for different frameworks like TestComplete."
"We would like to be able to customize and brand the solution, or at least the majority of its features and dashboards, particularly those that will be used by a large number of people."
"Asset Discovery is a feature that should be added."
"We're still biased towards our previous, more mature product. 4me still needs to reach that level of maturity."
"One area where I believe there's room for improvement in the 4me system is the absence of an asset discovery tool."
 

Pricing and Cost Advice

"There are some additional costs beyond the standard licensing fees. There are a couple of add-ons we've looked at: The IQ Bot for OCR and machine-learning were add-ons, as well as the Bot Insights - the analytics."
"They have a ridiculously expensive bot licensing structure, especially for the Asian region."
"From my experience, I can say that the initial setup cost is easily recovered over a period of time once the bots start running in production."
"I think the pricing is reasonable, but clients often perceive it as expensive."
"The major reason that we selected Automation Anywhere was the licensing model."
"The setup cost for this is onetime and licensing is based on your choice of product."
"My understanding is that the license cost of Automation Anywhere is more reasonable than UiPath and Blue Prism."
"I feel the cost of licensing is very high for the A2019 version."
"It costs around $150 to $200 per user."
"JSM's pricing is one of the best, starting at around $10 per user, per month, with volume discounts available."
"Licensing can become quite expensive."
"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."
"We have paid $20,000 recently for a one-year license for our on-prem server."
"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."
"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."
"I would rate the pricing a seven out of ten, where one is low price, and ten is high price. It's competitively priced."
"The licensing costs on the website are about $60 for pay-as-you-go. And then it decreases based on volume discounts or something."
"This pricing falls on the lower end of the spectrum, making it a cost-effective option."
"The pricing is expensive."
"It is the most affordable because it is priced per month per user."
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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
9%
Comms Service Provider
7%
Outsourcing Company
13%
Comms Service Provider
11%
Computer Software Company
8%
Construction Company
7%
 

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...
Ask a question
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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
4me
 

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
Information Not Available
Find out what your peers are saying about JIRA Service Management vs. Xurrent and other solutions. Updated: November 2026.
921,028 professionals have used our research since 2012.