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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
6.8
Number of Reviews
666
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)
Agiloft Service Desk Suite
Average Rating
9.6
Reviews Sentiment
7.4
Number of Reviews
2
Ranking in other categories
Help Desk Software (43rd)
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

"By implementing processes using Automation Anywhere, we can save up to 3,000 euros within two weeks of development."
"AI governance is very important in my company, and we are implementing it now."
"The ease of use for the end user and the very low complexity in trying to build a bot are the big factors for us."
"The best feature is its ability to combine Automation Anywhere with AI to build intelligent bots."
"Anywhere contributed to increased efficiency, reduced manual efforts, and notable time savings across various processes."
"The initial setup was straightforward. It is a very guided experience: out-of-the-box with Automation Anywhere University training."
"The scalability is good."
"Automation Anywhere provides the best feature to make a software bot for processes."
"Because this product is infinitely customizable and easily developed, we are using it for other applications."
"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%."
"Our customer service and productivity have increased in quality and quantity since using this product."
"The dashboards are nicely laid out."
"The SLA, speed, the comments from the agents' side, and the dashboard for agents are the most valuable features."
"Its integration is most valuable. It is pretty open for integration."
"It scales well."
"I think the general consensus is that Service Management is a good organizational and solid product."
"This solution has helped us a great deal in project management tracking and forecasting."
"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."
"We previously used ITAM, BMC Remedy and some other tools, and JIRA Service Management is comparatively better."
 

Cons

"We have trouble with large volumes of data in Excel and are not getting good results."
"Automation Anywhere can be improved by addressing the server issues we occasionally encounter when running the bot on the runner."
"The technical support has been a little slow to respond to our inquiries."
"There should be a way to avoid recoding everything whenever there's an upgrade to the latest version."
"Automation Anywhere is not fully compatible with browsers other than Internet Explorer while working with web extraction."
"As a solution, it could have been easier to use than in the current state."
"We don't have an ROI in any of our processes. We are just trying it out now to see if it works. We haven't had any savings yet. We have been putting more time in than saving time at this point."
"The assign value function is not there in the A2019 Community edition, which makes it hard for a developer to manipulate the data."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"Cost has prohibited us from switching entirely to this solution."
"Service Management currently lacks an asset management module that can make deployment more difficult."
"The product does not allow customization of reports."
"Recently, in the Jira cloud, we have had an issue. Users are not able to log in and some of the customer data has also been lost."
"At times you will need add-ons or additional software, so built-in features would be helpful."
"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."
"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."
"We faced challenges with integration for different frameworks like TestComplete."
 

Pricing and Cost Advice

"Our pricing a year ago was $600 per license."
"The setup cost for this is onetime and licensing is based on your choice of product."
"They are already coming out with a community license, which is really good. That's something that I wish to have."
"It's fine. However, I'm concerned with the credits in terms of the pricing for the AI models. It is understandable that the new ones are more expensive, but the base models, after doing the pricing conversion, cost about four to ten times as much as paying directly."
"It has good licensing costs which are average for the market."
"The product starts at $10,000 and then it's up to you regarding how much you can consume."
"I don't know exactly what the pricing schemes are for the product as this type of negotiation is not my responsibility, but I think the basic pricing comes to $15,000."
"Automation Anywhere is competitive... Pega is somewhat comparable, but Pega also requires a lot more infrastructure and a lot more experience to get up and running."
"Agiloft has by far the best entry point for both cost and learning curve."
"After about six months, we started making a return on our investment at more than 300%."
"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."
"We have paid $20,000 recently for a one-year license for our on-prem server."
"The pricing is free for us because we are an associate partner for the product."
"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 would rate the pricing a seven out of ten, where one is low price, and ten is high price. It's competitively priced."
"The price for JIRA Service Management is reasonable and cheaper than other ITSM solutions, but the licensing model is different, so you cannot compare it with other solutions. Overall, the pricing for the solution is acceptable."
"JSM's pricing is one of the best, starting at around $10 per user, per month, with volume discounts available."
"We need a license because we have a higher number than the free part."
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Top Industries

By visitors reading reviews
Outsourcing Company
15%
Financial Services Firm
12%
Manufacturing Company
11%
Comms Service Provider
11%
No data available
Financial Services Firm
14%
Outsourcing Company
10%
Manufacturing Company
9%
Construction Company
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business161
Midsize Enterprise85
Large Enterprise561
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: September 2026.
915,325 professionals have used our research since 2012.