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JIRA Service Management vs Zendesk 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:
 

ROI

Sentiment score
6.7
Organizations report significant ROI from Automation Anywhere through cost savings, error reduction, and enhanced process efficiency.
Sentiment score
5.9
JIRA Service Management improves efficiency and cost-effectiveness by centralizing processes, enhancing productivity, and optimizing resource management.
Sentiment score
6.0
Zendesk provides significant ROI with cost savings, efficient features, and streamlined operations despite challenges in measuring returns exactly.
In terms of cost, we participated in projects achieving two to three million dollars in annual savings.
Software Developer at Boston Scientific
As a return on investment, we have achieved a 250% ROI in six to nine months, and sometimes it increases up to 380% percent.
Software Engineer Intern at a university with 11-50 employees
Automation Anywhere has helped us save money.
RPA Solution Architect at a computer software company with 51-200 employees
I can tell you that we probably saved at least three employees full-time with the ticket management and the automation and the macros and the user follow-up being built in.
Consultant and Startup Founder at AimHi Enterprises
Time saved is definitely a benefit because it puts all of our tickets in one spot.
Technical Solutions Lead at a computer software company with 51-200 employees
I feel that Zendesk helped us set up our platform for providing support way faster than other platforms due to its easy configuration.
Junior system analyst at Wevt clous
 

Customer Service

Sentiment score
6.9
Automation Anywhere's customer service is valued for 24/7 support but criticized for slow response and inconsistencies in interactions.
Sentiment score
6.0
Atlassian's support is generally effective and appreciated, but users note delays and seek improvements in communication and timeliness.
Sentiment score
6.1
Zendesk's customer service is reputable for quick, courteous support but inconsistent ticket handling and knowledge base completeness frustrates some users.
Whenever we need help, we can reach out to them, and they help us out.
Software Developer at Boston Scientific
We also have dedicated account managers and technical experts to solve our problems related to Automation Anywhere.
Software Engineer Intern at a university with 11-50 employees
We just have to raise a ticket, after which we receive a call, email, or ping from the Automation Anywhere team.
Solution architect at Boston Scientific
I have reached out to customer support whenever I face an issue in JIRA, especially when creating any automation.
TechOps Engineer at a financial services firm with 201-500 employees
There appears to be a lack of connection between the bot and the agents, making it feel scripted rather than helpful.
Technical Support Engineer/ QA at a computer software company with 11-50 employees
The technical support provided by Zendesk has been very satisfactory.
CEO at Etcetera Networks
Their support team from Zendesk is excellent, similar to what you have in Freshdesk.
Customer Success Manager at Mimshackworks Endeavors
 

Scalability Issues

Sentiment score
7.3
Automation Anywhere excels in scalability, efficiently handling various project sizes and allowing seamless bot expansion with minimal effort.
Sentiment score
7.4
JIRA Service Management is scalable, adaptable, supports large organizations, integrates easily with third parties, but faces database performance issues.
Sentiment score
7.1
Zendesk is praised for scalability and customization, despite occasional data migration challenges and pricing considerations.
As we are using Microsoft Copilot for our AI agents, I look forward to integrating it with Automation Anywhere and its solutions, seeing it as a beneficial partnership as Automation progresses toward AI as the main solution.
Sr. Manager, Finance Transformation at Amkor Technology, Inc.
The centralized control room allows us to orchestrate and manage bots seamlessly.
Associate Leadership Team at a financial services firm with 10,001+ employees
I can scale it in terms of hundreds of bots and configure hundreds of parallel robots easily.
Director at a computer software company with 51-200 employees
It supports introducing new features or levels efficiently across our global locations, helping everyone stay informed.
R&D Engineering - Program Manager at a energy/utilities company with 501-1,000 employees
JIRA Service Management scales effectively as the number of users, projects, and work items increases.
Integration Supervisor Lead at a manufacturing company with 5,001-10,000 employees
JIRA Service Management's scalability is excellent; I just need to submit an email to indicate how many licenses I want.
TechOps Engineer at a financial services firm with 201-500 employees
We have not hit a peak or a turn yet that Zendesk has not been able to go with us or been able to grow with us in the process, change or pivot that the company is making.
Project Manager III at City of Union City Government
Zendesk can scale from very small companies to very large ones.
CEO at Etcetera Networks
Zendesk's scalability is excellent.
Technical Support Engineer/ QA at a computer software company with 11-50 employees
 

Stability Issues

Sentiment score
6.9
Automation Anywhere is stable with good error handling, though third-party dependencies and upgrades can cause occasional disruptions.
Sentiment score
7.8
JIRA Service Management is a reliable tool with consistent updates, minimal issues, and improved performance, despite occasional minor bugs.
Sentiment score
7.8
Zendesk is stable with minor outages and bugs, effectively managing high volumes, maintaining efficiency appreciated by most companies.
With the latest applications, there are no significant issues like freezing or crashing.
Senior RPA Team Leader at a tech services company with 11-50 employees
From a stability and reliability perspective, we can remain confident that the product performs as an enterprise solution and meets expected standards.
Director Automation CEO at a financial services firm with 10,001+ employees
If you have good best practices, reusable code, an effective framework, and a solid development methodology, bots can be very stable.
Intelligent Automation Engineering Manager at a financial services firm with 5,001-10,000 employees
There should be more governance for permissions and more options for customized access without frequently involving the admin.
R&D Engineering - Program Manager at a energy/utilities company with 501-1,000 employees
In terms of stability, JIRA Service Management is reliable day-to-day as long as the data is fed in correctly.
Integration Supervisor Lead at a manufacturing company with 5,001-10,000 employees
JIRA Service Management is stable for my needs; I have not encountered any issues with reliability.
TechOps Engineer at a financial services firm with 201-500 employees
They are always informing us with a status update and an ETA, and the turnaround time is usually within the same day with no extended downtime that would cause a detriment to our company.
Project Manager III at City of Union City Government
Zendesk is quite stable; we experience major outages only once or twice a year, making it very reliable.
Technical Support Engineer/ QA at a computer software company with 11-50 employees
I did not face any slowdown issue in Zendesk; it smoothly handles a lot of tickets.
Senior Software Developer at a tech services company with 51-200 employees
 

Room For Improvement

Automation Anywhere needs improvements in cost, usability, integration, support, AI, stability, scalability, and user resources for satisfaction.
JIRA Service Management needs better integration, automation, and enhancements in usability, features, and resources for improved user experience.
Zendesk requires improvements in customization, integration, interface usability, pricing, mobile functionality, and incorporating AI for better user experience.
It is better to write a Python script instead of using Automation Anywhere's package when dealing with Excel because it is buggy and tends to break.
Low Code Developer at a manufacturing company with 10,001+ employees
Making the product more lightweight by reducing its dependency on infrastructure could greatly help in the long run.
Software Developer at Boston Scientific
It would be beneficial if the platform provided options for power developers to integrate seamlessly with languages like Java or C#, allowing them to write their own scripts and code.
Rpa Infrastructure Lead at a tech vendor with 10,001+ employees
JIRA's user interface needs training to understand and utilize.
R&D Engineering - Program Manager at a energy/utilities company with 501-1,000 employees
It remains one of the main barriers to using JIRA Service Management across our entire company.
GB, Development Practice - Technical Director at EJADA
We need to consider which AI tool would be most suitable for our project.
Database Administrator at a retailer with 10,001+ employees
Zendesk could actually support HTML on the tickets so we could format our text better than the current options such as size, bold, italic, or underscored, because the text processing is too simple.
Junior system analyst at Wevt clous
Zendesk is missing an AI aspect that could help provide quick answers based on the knowledge housed within the platform.
Technical Support Engineer/ QA at a computer software company with 11-50 employees
Zendesk is amazing, and because they are always working on a new upgrade or a new integration, they are very forward-thinking from an engineering perspective.
Project Manager III at City of Union City Government
 

Setup Cost

Automation Anywhere's pricing is high, suitable for large companies, with costs varying by region and strategic partnerships reducing expenses.
JIRA Service Management offers competitive pricing but can be costly, especially with additional plugin expenses and user-tier licensing.
Zendesk pricing is flexible but can become expensive, necessitating careful evaluation of needs to choose a cost-effective plan.
It is more cost-efficient compared to all other RPA platforms.
AI/Robotics Process Automation Specialist at Bell
Automation Anywhere costs are aligned with UiPath and Blue Prism, which are also expensive.
Developer at a consultancy with 10,001+ employees
It is not cheap, with costs ranging between 700 to 800 dollars per month.
Director, Co-Founder & CEO at HEDEHI Solutions Pvt. Ltd.
We used Jira's free version for some time.
Sr Test Lead at Emerson
While licensing is costly, setting up JIRA Service Management is overall good because the vendor helped me, and I also received support from JIRA support, making it a positive experience.
TechOps Engineer at a financial services firm with 201-500 employees
It is not the cheapest solution nor the most expensive, but it provides value for money.
CEO at Etcetera Networks
The experience with pricing, setup cost, and licensing for Zendesk was quite expensive.
Consultant and Startup Founder at AimHi Enterprises
 

Valuable Features

Automation Anywhere simplifies bot creation and task automation with user-friendly tools, AI integration, and centralized management to boost efficiency.
JIRA Service Management's key features include user-friendly interface, seamless integrations, customizable workflows, and efficient project management tools.
Zendesk offers intuitive interfaces, rich integrations, and strong automation, streamlining workflows and enhancing productivity for diverse teams.
I can set it up to provide users with a form to fill in all required information, and then the bot operates based on those specifications.
Low Code Developer at a manufacturing company with 10,001+ employees
For example, the email module has been enhanced over the years to support all the latest authentication technologies. That is very important as we move away from username and password and embrace multi-factor authentication.
Automation Manager at a manufacturing company with 1,001-5,000 employees
Automation Anywhere has undergone drastic changes over the past five years, transitioning from version 10 to A360, including desktop-based and cloud-based options.
Solution architect at Boston Scientific
JIRA itself is valuable for managing tickets, user stories, and pipeline.
GB, Development Practice - Technical Director at EJADA
For every task we are working on, the project manager can see the status once we update the stories mentioned.
Senior Software Engineer at Annalect
It is beneficial if someone is on vacation since others can follow up on the tickets.
IT Specialist at Allianz
It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities.
CEO at Etcetera Networks
Zendesk is way cheaper than other ITSM platforms such as ServiceNow, providing a good platform at a lower price so we could offer good support with a low budget for the license.
Junior system analyst at Wevt clous
Being able to put response counters on certain tickets and have certain ones that are high priority and have a tighter SLA than lower priority items, being able to categorize them as a question versus an urgent request, and being able to bucket them as feature requests or product enhancements.
Consultant and Startup Founder at AimHi Enterprises
 

Categories and Ranking

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
631
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 (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)
Zendesk
Average Rating
8.0
Reviews Sentiment
6.5
Number of Reviews
69
Ranking in other categories
CRM Customer Engagement Centers (3rd), CRM (9th), Help Desk Software (3rd), IT Service Management (ITSM) (5th), Reporting (11th), Knowledge Management Software (3rd), AI Customer Support (7th), AI IT Support (5th)
 

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.
AmandaSanchez - PeerSpot reviewer
Consultant and Startup Founder at AimHi Enterprises
Macros and automation have streamlined workflows and reduced manual effort across support teams
The ability to communicate on the Zendesk ticket through the actual user software, so TOPs, would have been helpful. Somehow seeing a user's ticket history within our app would have been beneficial. That is the only thing that I do not think existed at the time that might have been helpful. Some people struggled with Zendesk, but it was always easy enough to show them how to use it and what they were missing. The only times we really had people report concerns about it was when they did not understand that it could do that or how to use it in that way.
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Top Industries

By visitors reading reviews
Financial Services Firm
18%
Manufacturing Company
9%
Construction Company
8%
Computer Software Company
7%
Financial Services Firm
14%
Manufacturing Company
9%
Computer Software Company
7%
Educational Organization
7%
Financial Services Firm
8%
Construction Company
8%
Manufacturing Company
8%
Outsourcing Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business150
Midsize Enterprise82
Large Enterprise530
By reviewers
Company SizeCount
Small Business30
Midsize Enterprise25
Large Enterprise34
By reviewers
Company SizeCount
Small Business37
Midsize Enterprise21
Large Enterprise11
 

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 is your experience regarding pricing and costs for Zendesk Support?
From what I recall, the experience with pricing, setup cost, and licensing for Zendesk was quite expensive and that i...
What needs improvement with Zendesk Support?
I wish there was a more easily dynamic tool. Currently, it is quite difficult because not all the tools are labeled. ...
What is your primary use case for Zendesk Support?
I have been using Zendesk for approximately five years now. I use Zendesk for keeping track of emails and customer ti...
 

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
Zendesk Support, Zendesk Guide, Zendesk Sell
 

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
Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
Find out what your peers are saying about JIRA Service Management vs. Zendesk and other solutions. Updated: May 2026.
896,298 professionals have used our research since 2012.