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.

Comparison Buyer's Guide

Download the report

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

Download the complete report

Helped 896,692 peers since 2012

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.

Read full review

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.

Read full review

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 is a great product."

"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."

"What Automation Anywhere has done is free up more time for our staff, and they're able to handle exceptions in our processes instead of having to do the mundane, repetitive tasks they were doing previously."

"AA helped our clients to achieve their goals faster and more efficiently, also reaching ROI very quickly."

"Automation Anywhere includes IQ Bots. So, IQ Bots is the key part of Automation Anywhere. You can work on any type of PDF, images, invoices, or billing things in any company. You can just upload it and extract the data, then use it as you require. It is a key part of Automation Anywhere: the best part."

"I find Automation Anywhere (AA) to be really fast on the development side."

"When it comes to financials, Automation Anywhere has done amazing work in ensuring not only the speed and accuracy of the bot, but also the compliance and error controls through which the bot executes the job at very high satisfaction and tolerance levels."

"We have definitely experienced an ROI in terms of saving, for example, the costs of service delivery contracts have come down because of our use of automation and it saves me around $100,000 a year."

More Automation Anywhere pros

"I think the general consensus is that Service Management is a good organizational and solid product."

"Everything is good on the JIRA Service Management, in terms of what they have provided."

"This solution has helped us a great deal in project management tracking and forecasting."

"It is much more controlled and allows for different kinds of customization that we can plan and implement based on the project requirements."

"The most valuable feature of this solution is that it is user-friendly."

"I can see that JIRA avoids chaos and makes the whole company work more efficient as all feature requests and internal/external requests are all visible in the JIRA tickets and the Confluence wiki system."

"JIRA is an excellent tool that can cater to multiple needs and purposes, and the fact that we can use it for multiple tasks alone makes it scalable and very good at what it does."

"I think that one of the most valuable features is when I am typing in my question for a ticket JIRA does a search for the answer at the same time."

More JIRA Service Management pros

"Change management is the most critical feature."

"Its ITSM approach is quite useful."

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

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

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

"The most valuable feature of this solution is the incident management module."

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

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

More TOPdesk pros

Cons

"One day, there will be a message box saying that the application is down or not available on a weekend. The instructions will say read the information and click, "Okay." But a bot doesn't understand the instructions because it is not the IQ system."

"It is difficult to learn all the possibilities that the product and automation itself offer."

"We would like Automation Anywhere to have a way to run a capacity check on machines and show us what is available."

"The IQ Bot is pretty immature, in regards to AI and machine learning. I would like them to add additional logic."

"Compared to other RPA tools, the UI of Automation Anywhere is not that great and is not that easy to pick up for people, which takes more time for a newbie."

"Automation Anywhere (AA) has a lot of stability issues. It needs a lot of maintenance."

"I would like to leverage the AI component without the requirement to know a coding language, such as Python."

"The ease of use and user experience for this solution could be improved."

More Automation Anywhere cons

"We have tried exporting some of the test cases into Jira from Excel. The interface for that isn't very user-friendly."

"An AI feature that enables automation and alerts for users can be an improvement."

"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."

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

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

"There is no notification regarding language upgrades."

"There is room for improvement in the user interface and the queues."

"JSD has some analytics, but it's pretty much basic and simple dashboards."

More JIRA Service Management cons

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

"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."

"It is time-consuming to add new users."

"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."

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

"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."

"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."

More TOPdesk cons

Pricing and Cost Advice

"I think the pricing is reasonable, but clients often perceive it as expensive."

"We save 34,000 hours of time per year and have recouped up to $6000 in lost revenue."

"There is an annual license to use the solution."

"Our pricing a year ago was $600 per license."

"There is a free trial so that they can get an overview, and there are different licenses that are very affordable and can suit every business model."

"Whatever investment, licensing, and resource costs together are put in for development and delivery, we are still at an ROI of 250 percent."

"Automation Anywhere is thought to be quite expensive, especially for smaller organizations."

"I've seen the price vary by whether the client is going to scale and adopt a tool."

More Automation Anywhere pricing and cost advice

"It depends on the number of users but it starts at $20 per month per user. I would rate them a three out of five for pricing."

"I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise."

"The cost has recently increased. It might be around $20 to $25 per user license."

"Licensing can become quite expensive."

"Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests, which have a $10 a month flat rate, so right now, it is $10 a month. There are lots of add-ons. They do a free version, a standard version, and a premium version. In the last company, we started on $50 a month. By the time I left, we were paying $4,500 a month. That was mainly because we had 100 users on Confluence. I bought an add-on for Jira software for which we had 10 users, and that was $5 per user per month. It was costing me $500 a month, whereas it should only be $50 a month. I don't know if licensing fee has changed. I'd like our whole company to use it, but the big problem is the licensing because the Confluence side is what is really useful, but if I add 30 users to Confluence and then buy an extension for Jira software, I've got to pay for 30 licenses, even though I've only got two users in Jira software. It is the one big disadvantage of cloud software. You always have to pay for the number of seats regardless of which product you are on. This will probably severely limit how many people would use it because I'm not going to start paying $10 per user per month for a Jira software add-on when there are only two people using it."

"The license we use is on a yearly basis. As a Solution Partner, we were using the free one and were using the free plugins. We were also giving our own plugins to the Atlassian Solution Partners for free. We don't pay anything to Atlassian."

"Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free."

"On a scale of one to five, where five is a good price and one is high, I would rate this solution as a three. It isn't cheap but it's not ridiculous."

More JIRA Service Management pricing and cost advice

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

"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."

"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."

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

"The solution is inexpensive compared to competitors."

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

See which vendors are best for you

Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.

See recommendations

896,692 professionals have used our research since 2012.

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	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...

See all answers

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...

See all answers

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...

See all answers

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

Comparisons

UiPath Platform vs Automation Anywhere

Compared 13% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 11% of the time

Blue Prism vs Automation Anywhere

Compared 7% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

AutomationEdge vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

ServiceNow vs JIRA Service Management

Compared 12% of the time

Zendesk vs JIRA Service Management

Compared 7% of the time

BMC Helix ITSM vs JIRA Service Management

Compared 7% of the time

Freshservice vs JIRA Service Management

Compared 5% of the time

N-able MSP Manager vs JIRA Service Management

Compared 3% of the time

More JIRA Service Management Competitors

ServiceNow vs TOPdesk

Compared 15% of the time

LiveChat vs TOPdesk

Compared 6% of the time

Zendesk vs TOPdesk

Compared 5% of the time

ProProfs Help Desk vs TOPdesk

Compared 5% of the time

GLPI by Teclib vs TOPdesk

Compared 4% of the time

More TOPdesk Competitors

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

Find out what your peers are saying about JIRA Service Management vs. TOPdesk and other solutions. Updated: May 2026.

DOWNLOAD NOW

896,692 professionals have used our research since 2012.

See our JIRA Service Management vs. TOPdesk report.

See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.