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JIRA Service Management vs Samanage 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
641
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 (1st), 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)
Samanage
Average Rating
7.6
Reviews Sentiment
6.8
Number of Reviews
3
Ranking in other categories
Help Desk Software (25th), IT Asset Management (17th), IT Service Management (ITSM) (25th), License Management (8th)
 

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.
MC
Consult at a manufacturing company with 10,001+ employees
Detects incidents quickly, improves our SLA performance and solves issues faster
We mainly use it for incident logging. We'd like to add service request functionality, but we don't have the knowledge to configure the requests and the workflows properly. We'd like to integrate our workflows with the incident management, so we use it to manage our work better. We'd like to implement the service request feature. Right now, we just record everything as incidents. Some activities can take a long time, maybe one or two weeks. This makes it hard to maintain a good SLA, even if we work hard. So, response speed and workflow improvements.

Quotes from Members

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

Pros

"Courses on Automation Anywhere University are very easy to learn."
"It is easy to use and deploy."
"I definitely find that it has helped increase productivity."
"The infrastructure that Automation Anywhere has created is really simple; compared to other tools such as Power Automate, it is more user-friendly and faster."
"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."
"Automation Anywhere improved our organization since it saved us a lot monetary value."
"With this innovative tool's automation, it is very dynamic, easy to develop, and deliver results quickly."
"The general features, that we can automate a task that takes hours into minutes, are valuable."
"Auditing team uses this solution to track audit findings and follow-up."
"My advice to users is that JIRA Service Management is a good project management tool to handle projects respectively and efficiently."
"We have an Agile environment and using Jira makes it easy to adhere to Agile best practices."
"We use JIRA Service Management for tracking purposes, planning, and execution."
"The solution has improved company functioning by providing more transparency, in my opinion."
"Jira lets us customize the workflow to meet our requirements. The email and alert features are also handy."
"The customization is the most valuable aspect of the solution, as I can customize full workflows and it is very flexible, and we can use mail if we want to open requests as well."
"It's easy to set up the solution."
"Samanage has not only taken over asset and inventory management, but it also has the ability to function across departments, making it easy for end users to submit help desk tickets for IT, HR, and Finance."
"The solution has a great filtering feature."
"The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it."
"I would recommend Samanage from the IT support perspective because it's a great ticketing system and the only downside is the site shutdowns and the messy nature of the UI and UX."
 

Cons

"I would like to see a comment feature that allows you to embed comments/notes into an action sidebar, without having to actually take up a line of code in order to write such a statement."
"We noticed slowness in a few of the commands like Object Cloning, Web Recorders, etc. on which Automation Anywhere can work to make it more robust. There are improvements required in the WLM solution provided by AA, which can make it a more robust queuing system and the system should retry by itself in case of failure due to system error."
"Another feature that would be cool to see in Automation Anywhere is more use of artificial intelligence."
"The UI could be made better because the UI in Version 11 was better and easier as compared to a2019."
"An additional feature we would like to see is the inclusion of a particular kind of scripting in the development environment itself."
"There is still a way to go for Automation Anywhere where we can see improvement."
"Automation Anywhere should improve its OCR capabilities."
"The approval process needs improvement."
"JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools."
"The deployment can be a bit complex, especially for those who are not technical."
"It was complex for us because we had to migrate data from HPSM. We required a consultant to be involved, and even the consultant struggled for some time."
"I rate Atlassian support two out of 10. It takes a lot of time to reach them and get ahold of someone who understands my problem enough to provide a solution. Also, I live in Israel, so my work week is Sunday through Thursday, but I can only contact them from Monday to Wednesday."
"I'd like to update the dashboard so that more features are available."
"The solution should be more formalized. It could be more user-friendly."
"The reporting function of this solution, particularly the filters in the portal, could be improved."
"While I really like Scriptrunner, there are behaviors we don't have in the cloud."
"The system shuts down about once a month which is frustrating."
"The setting up process is not quite easy. It's quite difficult."
"There are definitely areas for improvement, but so far, so good."
"We've had some problems with the system shutting down about once a month. It sometimes takes five or 10 minutes to start working again but it can also take hours."
 

Pricing and Cost Advice

"I am using that Automation Anywhere Master Certification for version 11. Recently, this has been updated in Automation Anywhere University. Until this month, it's free to use. There are no charges. That's why I would like to complete it this month."
"There is an annual license to use the solution."
"This is a value for the money product."
"The setup cost depends on multiple factors, so you need to get details before choosing."
"Based on what I've heard, it's costly, but I don't know much about its pricing."
"We are a partner of Automation Anywhere and find the pricing to be reasonable."
"The major reason that we selected Automation Anywhere was the licensing model."
"Including the AWS setup and everything per license, it costs us around $10,000 on an annual basis. I believe that is pretty reasonable considering the teams that we have."
"It is a cheaply priced product."
"The cost has recently increased. It might be around $20 to $25 per user license."
"JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent."
"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."
"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 price of JIRA Service Management is reasonable."
"Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free."
"For the people like us, the lower the price, the better. But when compared to other competitors, I think it's Jira's price is okay."
"It is expensive."
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Construction Company
12%
Manufacturing Company
11%
Computer Software Company
7%
Financial Services Firm
15%
Manufacturing Company
9%
Computer Software Company
6%
Educational Organization
6%
Construction Company
15%
Manufacturing Company
12%
Financial Services Firm
9%
Comms Service Provider
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business154
Midsize Enterprise82
Large Enterprise536
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...
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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
No data available
 

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
SXSW, PRA Group, Fandango, Inteva Products, Amherst College, Tensator
Find out what your peers are saying about JIRA Service Management vs. Samanage and other solutions. Updated: June 2026.
902,270 professionals have used our research since 2012.