JIRA Service Management vs TOPdesk comparison

Atlassian and TOPdesk are both solutions in the Help Desk Software category. Atlassian is ranked #2 with an average rating of 8.2, while TOPdesk is ranked #16 with an average rating of 7.5. Additionally, 93% of Atlassian users are willing to recommend the solution, compared to 84% of TOPdesk users who would recommend it.

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Executive SummaryUpdated on Apr 5, 2026

JIRA Service Management and TOPdesk compete in the IT service management category. JIRA seems to have the upper hand due to its versatility and integration capabilities, while TOPdesk stands out for its ease of use and cost efficiency.

Features: JIRA Service Management provides extensive customization options, project tracking, and integration capabilities. It supports JQL for querying and offers broad service management tools. TOPdesk is known for its user-friendly ticketing system, seamless request management, and robust reporting module, aligning with ITIL standards.

Room for Improvement: JIRA could benefit from better integration with non-Atlassian products and reduced plugin costs. Some users find its ITSM features lacking compared to ServiceNow, and its complexity can be challenging for new users. TOPdesk could improve its reporting capabilities, integration with platforms like Teams, and mobile support, as real-time reporting is currently limited.

Ease of Deployment and Customer Service: JIRA Service Management offers a variety of deployment options like public and private cloud, on-premises, and hybrid environments, with robust documentation and a strong online community. However, technical support satisfaction varies. TOPdesk also supports diverse deployment options, emphasizing simplicity, with effective support though lacking JIRA’s extensive community resources.

Pricing and ROI: JIRA Service Management offers a flexible pricing structure with costs varying based on user tiers and additional features. It's competitive but can become costly with additional users and plugins. TOPdesk is considered more affordable, especially for smaller companies, offering essential features without JIRA’s customization depth. JIRA may have higher initial costs but offers greater long-term value through integrations, while TOPdesk remains straightforward and cost-effective with solid ROI.

To learn more, read our detailed JIRA Service Management vs. TOPdesk Report (Updated: May 2026).

Buyer's Guide

JIRA Service Management vs. TOPdesk

May 2026

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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

Q&A Highlights

it_user231321

Product Manager at a tech services company with 1,001-5,000 employees

May 28, 2015

Should I migrate from TopDesk to JIRA?

@Dirk - Have you made a final decision about moving to JIRA? Anything you can share with the community? Thanks!

See all answers

Featured Reviews

Venkat Sivaprakash

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.

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Sohaib Ahmad

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.

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Martina Peneva

People Technology Lead at Scandinavian Tobacco Group

Implement service management changes while addressing UI improvements

Topdesk's user interface makes it easy to handle requests and escalate them to other groups or reassign them when working on a single ticket. Additionally, the service management tool in HR allows for a change in delivering services, replacing email communication with ticket raising. The knowledge library enables the local HR to store and share relevant information and frequently asked cases, enhancing collaboration. The ticket system also facilitates escalating cases to other involved departments. IT, HR, and some other teams primarily use this system.

Read full review

Quotes from Members

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

Pros

"It's a perfect product; it's made my life very easy and a lot of people's lives very easy, removing hectic, repetitive, boring work and giving people free time to do the work they really want to do."

"It has improved a lot. We could identify a lot of manual processes that can be automated for our customers. The scope of automation by using Automation Anywhere has become wonderful. IQ Bot and AI sense are the incredible features provided."

"We are automatizing redundant activities, releasing employees to do value-added activities."

"The integrations with the OCR engines in Automation Anywhere are quite powerful. It has helped us in many projects."

"The valuable features that I see for automation with enterprise RPA are IQ Bot and Bot Insights. If you do anything, Bot Insight will provide the dashboard. It starts from the developer with artificial intelligence and the dashboard, which will provide the visibility of business-level metrics as well as operational-level metrics. Those are the good things I see in automation."

"The most valuable feature is IQ Bot, as it allowed us to train it to extract important logistical information from customer PDF documents, irrespective of the format."

"Some of the really impactful features of working with Automation Anywhere are the ability to design and partner with their experts to come up with our solutions."

"The solution helps with reducing operational costs, which can be reduced by up to 30% to 40% in savings in terms of operational cost."

More Automation Anywhere pros

"The initial setup is straightforward."

"The tool is scalable."

"Developing processes is easy and user-friendly."

"We have an Agile environment and using Jira makes it easy to adhere to Agile best practices."

"Service Management is great if you're an Atlassian shop already using JIRA for the development team and you want another tool for help desk ticketing. When it's all under the same umbrella, I can easily take a ticket from the help desk and move it to the development team. You can't beat that integration between two products."

"The initial setup is pretty easy."

"Jira lets us customize the workflow to meet our requirements. The email and alert features are also handy."

"JIRA Service Management provides comprehensive data management, different views with customizable dashboards, a detailed level of customization from items to workflows to roles and teams, and very flexible integration through the Atlassian marketplace plugins."

More JIRA Service Management pros

"Technical support is great and we have not had any issues with them."

"The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult."

"It is an easy-to-use solution."

"Its ITSM approach is quite useful."

"TOPdesk is overall very stable."

"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."

"The most valuable feature of TOPdesk is the reports."

"Its ITSM approach is quite useful."

More TOPdesk pros

Cons

"The IQ Bots need more out-of-the-box models to lessen the time required for model training. Their competitors provide more built-in models, which enhance capabilities in document processing."

"In the learning track, I was looking at the latest feature which is coming in A2019, which is very nice, because it is a web-based. So, we can do our development while sitting from anywhere. We don't need any type of installation. It's a web-based. Nowadays, everyone has the Internet."

"There were times in the past where through submitting a ticket for support, it seemed that some of the engineers who were helping me did not understand the product that they were supporting. That felt difficult because I felt I was almost explaining the product to the company."

"Better support for Excel is needed because there are a lot of limitations and we are having issues with it."

"I have not seen bots working efficiently in the area of reporting."

"We have a third bot which takes longer being automated than it did with the human process."

"I have seen that the South American support is not as good as it should be."

"Investment effect is almost none, unfortunately."

More Automation Anywhere cons

"At times you will need add-ons or additional software, so built-in features would be helpful."

"The documentation needs improving, it's difficult to find specific procedures."

"JSM's ability to handle large volumes of emails isn't great."

"The solution should be more formalized. It could be more user-friendly."

"It would be beneficial if we could turn comments into subtasks or other JIRA tickets directly."

"The licensing model could be improved. There needs to be a different licensing model for large numbers of employees, as it remains one of the main barriers to using JIRA Service Management across our entire company."

"Every time there's a problem with JIRA Service Management, you have to have a look at how to solve it, and there's always a feature request or the feature request on the solution is too large and the development cycles are too slow."

"I would like to see improvement in the ability to filter completed tasks."

More JIRA Service Management cons

"The solution's change management could be better."

"Change management implementation, facility management, and making reservations on assets can be improved."

"In some fields, it's just not good enough."

"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."

"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."

"An operator is also a user but requires creating two different records."

"From a UI perspective, there is room for improvement. It sometimes takes many steps to do something simple, like creating or moving a knowledge item."

"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."

More TOPdesk cons

Pricing and Cost Advice

"The ROI is really good. We have saved time and money."

"The price of Automation Anywhere is a little higher than some of the competition, such as UiPath. However, depending on the use case and other factors we are able to receive some discounts."

"It costs up to $1,200 per license."

"Yearly, our licensing costs are about $90,000 to $100,000. There will be additional licensing costs when we add more Bot Runners to our infrastructure."

"They give us a good deal on the licensing because we bundle and customize things. If you ask to get a bulk business deal, you will receive more benefit. If you take other products from the suite, like IQ Bot, you can also receive a deal on the licensing."

"Our costs are approximately between $5,000 to $10,000 per license."

"Approximately, for a developer, it is around $750 for a license a year. For Bot Runners, it is about $550."

"It is one of the most affordable RPA solutions, and as for licensing, they offer a community edition that greatly helps anyone who aspires to learn about the product before buying the enterprise solution."

More Automation Anywhere pricing and cost advice

"JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent."

"We have an annual license with JIRA Service Management, but it is billed monthly."

"The price of JIRA Service Management could be reduced."

"Jira Service Management has affordable license fees. It's $12 a month per person."

"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."

"Licensing can become quite expensive."

"JIRA Service Management's pricing is pretty decent compared to competitors. I rate the pricing an eight to nine on a scale of one to ten."

"The pricing is free for us because we are an associate partner for the product."

More JIRA Service Management pricing and cost advice

"The cost of the solution on a yearly basis is $20,000. Technical support is not extra. It's included in the yearly cost. Updates are also included. The solution is good at keeping its product up to date."

"Compared to other products in this segment, I think that they are priced well and not too expensive."

"The solution is inexpensive compared to competitors."

"There are three fee options to choose from for a company and these options compared to market prices are very high. For example, if I use one of the first options for 10 assets, then it costs 20,000 Euros. If you went to competitors, then you pay less."

"TOPdesk's pricing is cheaper than Jira's."

"The solution's pricing is reasonable and not expensive."

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Answers from the Community

it_user231321

Product Manager at a tech services company with 1,001-5,000 employees

May 28, 2015

Should I migrate from TopDesk to JIRA?

@Dirk - Have you made a final decision about moving to JIRA? Anything you can share with the community? Thanks!

2 out of 12 answers

it_user214275

Server Support Analyst at a government with 51-200 employees

Apr 29, 2015

Here we use BMC Remedy but this software is very expensive and involves 6 months or more of training. You may want to consider JIRA which seems to be low cost and you can obtain a free trial package. Please see link: http://blogs.atlassian.com/2015/01/top-5-reasons-choose-jira-service-desk-competition/ for more information. Top Desk seems to be very large such as BMC Remedy. See link: http://www.topdesk.com/us/ for a free trial. I would test each one out and see which one performs the best through ease of use. With 5,000 personnel to support, you want something that works, cost less, and is easy to use.

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it_user221322

Commercial Account Executive at a tech vendor with 1,001-5,000 employees

Apr 29, 2015

Hi Russell I don't have any experience with Jira help desk. So my help is limited Jira is an "help desk" and top desk is an service management solution. Huge difference in the two solutions. But it depends of the need which tool are best for them Good luck Br Thomas Sendt fra min iPhone

Read full answer

See all 12 answers

Top Industries

By visitors reading reviews

Financial Services Firm

17%

Manufacturing Company

Construction Company

Computer Software Company

Financial Services Firm

14%

Manufacturing Company

Educational Organization

Computer Software Company

Manufacturing Company

10%

Educational Organization

10%

Computer Software Company

Outsourcing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	150
Midsize Enterprise	82
Large Enterprise	531

By reviewers
Company Size	Count
Small Business	30
Midsize Enterprise	25
Large Enterprise	34

By reviewers
Company Size	Count
Small Business	2
Midsize Enterprise	3
Large Enterprise	7

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...

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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...

See all answers

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.

See all answers

What is your favorite Help Desk Software and why?

JIRA Due to its agility.

See all answers

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...

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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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What is your experience regarding pricing and costs for TOPdesk?

The solution's pricing is reasonable and not expensive.

See all answers

What needs improvement with TOPdesk?

From a UI perspective, there is room for improvement, as some tasks like creating or moving a knowledge item within t...

See all answers

What is your primary use case for TOPdesk?

I use Topdesk to change the way we deliver our services in HR to the business. Instead of writing an email to a parti...

See all answers

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Compared 16% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

May 2026

Download Automation Anywhere product report

Buyer's Guide

JIRA Service Management

May 2026

Download JIRA Service Management product report

Buyer's Guide

Help Desk Software

May 2026

Download TOPdesk product report

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

Automation Anywhere

Demo not available

Atlassian

Demo not available

TOPdesk

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

JIRA Service Management is recognized for customization, ease of use, and integration capabilities, offering flexible workflows and dashboards that enhance ticket management in organizations.

This platform contributes to streamlining business operations with features like automation and real-time updates. Businesses implement JIRA Service Management to manage ITIL processes, support tickets, and issue tracking both internally and externally. It is utilized for project management and lifecycle tracking, with Kanban boards and Confluence integration supporting change, incident, and problem management.

What are the key features of JIRA Service Management?

Customizable Workflows: Adapt workflows to meet business needs.
Integration: Seamlessly connects with other tools, including Jira and Confluence.
Real-Time Updates: Keeps teams informed and synchronized.
Automation: Reduces manual tasks with automated processes.
Scalability: Grows with organizations, accommodating increasing demands.

What benefits and ROI can be expected from JIRA Service Management?

Efficiency Gains: Improves operational efficiency through streamlined processes.
User-Friendly Interface: Simplifies adoption with intuitive navigation.
Comprehensive Reporting: Provides valuable insights to drive decisions.
Quick Setup: Fast deployment enhances time-to-value.
SLA Management: Ensures service level agreements are met effectively.

Service management platforms like JIRA Service Management are integral to industries focusing on managing IT services, such as tech firms and support-focused sectors. Organizations frequently utilize its capabilities to enhance their customer service operations, supporting optimal SLA adherence and efficient query management across departments. By tailoring its application to unique operational workflows, companies achieve improved service delivery and responsive issue resolution.

Atlassian

TOPdesk enhances ITSM with valuable features like change management and incident management. Its modules support service level and asset management. Users find its interface effective for ticket handling and request escalation.

TOPdesk primarily supports IT service management across organizations, facilitating the complete ITSM lifecycle. It offers modules for change, incident, and configuration management, along with features for ticketing and asset management. The service management capabilities extend to HR, helping employees raise tickets efficiently. Some organizations utilize it for onboarding, offboarding, and maintaining a knowledge library. It addresses needs in project management and financial approvals.

What Are The Key Features of TOPdesk?

Change Management: Streamlines processes necessary for IT changes.
Incident Management: Ensures issues are tracked and resolved promptly.
Reporting Modules: Offers metrics on service performance.
Call Module: Manages customer interactions effectively.
Service Level Management: Monitors and maintains service quality.
Asset Management: Tracks and manages organizational assets.
Reservation Management: Simplifies resource reservations.
Ticketing Feature: Enhances departmental collaboration.
Knowledge Library: Facilitates information sharing across teams.

What Benefits Should Users Look For?

Improved Collaboration: Enhances communication across IT and HR.
Comprehensive ITSM Support: Covers incident, change, and configuration.
Streamlined Onboarding: Supports seamless integration for new employees.
Enhanced Project Management: Assists in managing extensive projects.
Efficient Request Handling: Simplifies ticket management processes.
Informed Decision-Making: Provides insightful reporting data.

TOPdesk is widely used in diverse sectors for ITSM. Organizations employ it for lifecycle management of IT services, leveraging its change and configuration modules. It aids HR departments in managing service requests and employee transitions, providing valuable support in IT and project management.

TOPdesk

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

City of Amsterdam, University of Edinbroughm, IKEA, KLM Catering Services, FloraHolland, BOVAG, PostNL, Total, Hilton, Oce, Canon, Agip, Compass Group, Serco, Danone, BMW, Eneco, And many more.

Buyer's Guide

JIRA Service Management vs. TOPdesk

May 2026

Free Report: JIRA Service Management vs. TOPdesk

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