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 #15 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.

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Quotes from Members

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

Pros

"Automation Anywhere overall is a great tool for automation, as it provides a lot of flexibility to work with different other applications."

"The product has saved us a lot of time by reducing manually tasks, like entering data into Excel."

"A has a bouquet of features that can be used in our projects. We have utilized all the features in our existing projects. It may be task bots, meta bots, or IQ bots. The features in the AA bots may be object cloning or security features where the bots can be triggered only from the control room and will help clients to maintain their security concerns."

"The ability to find objects easily through the 'Capture' option saves your time most significantly."

"I really like Screen Recording because it is used to record a task or a series of actions."

"Instead of packages like other RPA tools, I think the repo check-in and check-out feature enables the same in AA."

"Automation Anywhere uses a single dashboard that you can access anywhere, and it also provides more insights versus other products, which is an advantage of using Automation Anywhere."

"The ease of use is its key novel feature, as I have actually trained people in finance who have not written a piece of code in their lives and they are able to pick it up."

More Automation Anywhere pros

"The flow of the reports is good."

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

"The most valuable features of this solution are Incident and Request Management."

"Jira Service Management has a workflow feature you can configure for your specific requirements. It also lets you efficiently manage service requests with team members."

"Allows customized processes for our service contracts."

"Compared to other solutions, Jira Service Management is really reasonable regarding price and speed."

"Everyone knows how to use it, so there's no need to teach new members."

"Some of the most valuable features are simplicity, ease of configuration, and ease of customization."

More JIRA Service Management pros

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

"As we have moved to an off-premises deployment, we get regular updates."

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

"Its ITSM approach is quite useful."

"Change management is the most critical feature."

"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."

"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 this solution is the incident management module."

More TOPdesk pros

Cons

"Built-in HTML features are lagging in this solution, whereas in UiPath, they are very good."

"The IQ Bots have a lot of room for improvement in terms of accuracy level. We need to improvise a lot. I'm facing another big challenge with one of the use cases. We raised a ticket and did multiple follow-ups with support, but the accuracy still isn't up to the mark."

"We're in a digital world where everything's evolving. AI is coming out, so just looking at keeping moving, introducing new innovations into the product, nothing specific. The Automation Anywhere teams seem to know what the customers want."

"I would like to have a cloud-based version with support."

"I would like to see some improvement on some of the automation around screen processing. This includes adding some artificial intelligence on the way that bots actually can read the screen and know when things change and be able to adapt to those changes."

"They need to improve the speed. It runs too slowly."

"I want Automation Anywhere to work on IQ Bot further to help evolve the tool more and create a certain set of solutions using IQ Bot. They can maybe use better machine learning algorithms to come up with better accuracy for OCR extractions. This is an area that I want them to work on."

"It would be useful to have some updates for the control room in terms of analytics."

More Automation Anywhere cons

"The product is supposed to include an interface where the customer can report issues, things they cannot resolve easily. It's not there at the moment so it's more difficult to resolve issues with the OEMs."

"This solution lacks features for project management."

"What could be improved in this solution is its reporting function, particularly the filters."

"The cost of the license is too high; it's a real challenge for companies that aren't already using JIRA products."

"An improvement they could add is a better management dashboard."

"SaaS version for large organizations (more than 2000 users) is not available."

"The product could improve its asset management."

"It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)"

More JIRA Service Management cons

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

"One of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information."

"The solution should be made more user-friendly."

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

"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."

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

"All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes."

More TOPdesk cons

Pricing and Cost Advice

"I feel the cost of licensing is very high for the A2019 version."

"Licensing for Automation Anywhere (AA) is paid on a yearly basis. Out of all the RPA tools, it has the most value for money, e.g. what you pay is what you get."

"I advise others that even as of right now, the setup cost and licensing cost to automate bots on Automation Anywhere is steep but it is worth the investment!"

"The pricing is reasonable and one can achieve ROI faster when compared to other tools."

"In the Indian market, I feel that for mid-size companies, such as ourselves, that having multiple bots costs a lot. If Automation Anywhere wants to expand in the Indian market, they will need to look at their pricing."

"We're just starting to renew our license, and we were quoted $115,000 without the IQ Bot. The IQ Bot is another $30,000. This is with very limited pages, as we go through our first projects. The majority of the cost was for ten days of onsite training."

"Automation Anywhere might have a higher upfront cost than some competitors, but its extensive features and seamless integration with other tools can save organizations money in the long run."

"Cost is the biggest area in need of improvement for Automation Anywhere. Annually it's $250,000. That's what deterred us right away."

More Automation Anywhere pricing and cost advice

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

"I price of JIRA Service Management is reasonable."

"Licensing can become quite expensive."

"It is one of the premium products on the market, but it is very costly, especially in the Indian market."

"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."

"I would rate the pricing a seven out of ten, where one is low price, and ten is high price. It's competitively priced."

"On a scale of one to five, with one being really high and five being good, I would rate the price of this solution as a four."

"I rate Service Management four out of 10 for affordability. The price could be better, especially for companies using more than one Atlassian product. It's suitable for SMBs that can afford it. I don't think there's another tool that's both better and cheaper. All help desk tools are relatively expensive."

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."

"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."

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

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

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

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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.

Read full answer

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

Computer Software Company

Educational Organization

10%

Manufacturing Company

10%

Computer Software Company

10%

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	532

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.

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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 15% 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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