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Agiloft Service Desk Suite vs JIRA Service Management 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
6.9
Number of Reviews
660
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)
Agiloft Service Desk Suite
Average Rating
9.6
Reviews Sentiment
7.4
Number of Reviews
2
Ranking in other categories
Help Desk Software (45th)
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)
 

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.
MG
Project Executive at GT Services LLC
Our customer service and productivity have increased in quality and quantity since using this product
Agiloft has a great support team to help the process along. They are affordable, friendly, and knowledgeable. The tech support team acts like walking encyclopedias. They know databases and programming. After all these years, we hardly need to speak to Agiloft anymore. However, they have great customer support. Every time we need something from them, they make our small troubles go away quickly.
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.

Quotes from Members

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

Pros

"The cloud implementation is easy, you do not have to install anything, and when we use it in the Automation Anywhere Cloud, it becomes even easier."
"The efficiency we get with Automation Anywhere is valuable."
"As we were closing our fiscal year, we had this huge backlog that we needed to clean up. The business was preparing to hire 12 people to do that, and even though they were not sure they could handle it, we built the process to extract and do the entire process just in two weeks. We were able with a single person to clean the entire backlog, which gave us huge benefits."
"Compared to before, when processing a document took around three hours, we now complete it in one to two minutes thanks to Automation Anywhere and the latest document automation technology, saving around two hours and 55 minutes per user, which is a significant saving."
"Tasks or activities that were taking almost six hours a day have been reduced drastically to 30 minutes, which saves time as well as business costs."
"The IQ Bot is the most valuable feature and a significant market differentiator."
"Automation Anywhere has minimized this risk, saving costs related to rectification and improving compliance adherence to avoid penalties in a tightly regulated industry."
"By using this, we are saving time and we no need to do routine work, as it is now automated and the result is shared with all of the end-users."
"This product paid for itself within the first six months of use, and after about six months, we started making a return on our investment at more than 300%."
"Because this product is infinitely customizable and easily developed, we are using it for other applications."
"Our customer service and productivity have increased in quality and quantity since using this product."
"This is the most complete and versatile enterprise task management product and issue tracker."
"The centralized feature allows us to track test cases and integrate with automation and bug fixing."
"​Allows customized processes for our service contracts."
"JIRA Service Management is much better than the normal JIRA software that we had, as it is much more controlled and allows for different kinds of customization that we can plan and implement based on the project requirements."
"The SLA, speed, the comments from the agents' side, and the dashboard for agents are the most valuable features."
"The query language and the ability to create views of the data are very useful."
"Everyone knows how to use it, so there's no need to teach new members."
"It's easy to use and the fastest way to handle a ticketing system."
 

Cons

"I would like to have a bot as a service platform on AA Cloud."
"Currently, there are some vulnerabilities in security that need attention in Automation Anywhere."
"Using Automation Anywhere is neither easy nor hard, but against IBM Robotic Process Automation, IBM Robotic Process Automation wins."
"I had an issue lasting for the better part of three years, and it was quite severe."
"If I want to do something that is more purely business-related and is somewhat complex to write or is nuanced, I sometimes have trouble implementing that inside of the Automation Anywhere script. I feel limited at times with some of the looping and some of the branching and some of the ways to make procedure calls when I have a complex business issue."
"The implementation process is complex, as there is integration with other applications."
"The areas that need improvement are the license management, user access permission, user role access management, and technical support."
"The basic features are acceptable, but advanced tools often require deeper technical expertise, which can slow adoption. Additionally, some users experience delays in customer support for complex issues."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"For us, one of the weaknesses of Service Desk is that we can not check every issue in the queue raised for one product."
"One thing I would suggest is that before we create an epic, we mention the required stories in its description. Then AI could directly create those stories instead of doing it manually inside the table, so that integration can occur."
"It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow."
"We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better."
"It should be easier to log in."
"If JIRA were more of a substantial stand-alone product that covered more needs for project management, we wouldn't be using a suite of products."
"While I really like Scriptrunner, there are behaviors we don't have in the cloud."
"The customizations in Jira could be improved by being simplified. They are currently very complex."
 

Pricing and Cost Advice

"When I started working on it, it was difficult to obtain a trial version (barrier to entry). Now, they have a Community Edition, which may make it easy to get started."
"We have a few licenses. They cost roughly $10,000 each."
"We were required to purchase licenses and bot runners, which determined the permissible run times for the bots."
"In terms of monetary savings, we automated a bot in three days that has saved us $30,000 in costs."
"Their licensing processes are in par with most industry standards."
"Our pricing a year ago was $600 per license."
"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."
"We are currently negotiating a contract. Depending upon that, we will definitely look at increasing usage."
"After about six months, we started making a return on our investment at more than 300%."
"Agiloft has by far the best entry point for both cost and learning curve."
"JSM's pricing is one of the best, starting at around $10 per user, per month, with volume discounts available."
"Do not forget to calculate add-on costs. These cost a percentage of the JIRA purchasing costs and are based on the number of JIRA users."
"Costs are about $50 per user per year. JIRA is sold in user tiers of 25, 50, 100, 250, 500, 2000, 10,000, and unlimited users. It is bad when you have 51 users then the price is based on that 100 user tier. Users at 100 will be the most cost effective."
"It is one of the premium products on the market, but it is very costly, especially in the Indian market."
"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."
"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."
"It costs around $150 to $200 per user."
"Jira Service Management has affordable license fees. It's $12 a month per person."
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Top Industries

By visitors reading reviews
Financial Services Firm
14%
Manufacturing Company
11%
Construction Company
11%
Outsourcing Company
10%
No data available
Financial Services Firm
14%
Manufacturing Company
9%
Outsourcing Company
7%
Educational Organization
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise82
Large Enterprise558
No data available
By reviewers
Company SizeCount
Small Business30
Midsize Enterprise25
Large Enterprise34
 

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.
Ask a question
Earn 20 points
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...
 

Also Known As

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

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
EMC, ArcaTech Systems, Idera Pharmaceuticals, RBC, Affinity Service Group, Atrenta, DCG systems, ENKI, Hopkins County Board of Education, MVTS Technologies
mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Find out what your peers are saying about Agiloft Service Desk Suite vs. JIRA Service Management and other solutions. Updated: August 2026.
909,725 professionals have used our research since 2012.