# Autotask vs Jira Service Management Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Jira Service Management excels in **integration capabilities** , particularly with other Atlassian products. Users appreciate its seamless connection with Jira, which enhances service request management and incident workflows, making it a robust choice for teams already using the Atlassian ecosystem.
- **Users say** that Autotask provides a reliable platform for managing **day-to-day support operations** , with features that help teams handle tickets and customer information effectively. However, some find the interface to feel **outdated** and overwhelming at times, indicating a need for a more modern user experience.
- **According to verified reviews** , Jira Service Management is praised for its **workflow automation** and customizable service desks, which streamline IT service management. Reviewers highlight its efficiency in managing complex projects, such as digital transformations, showcasing its capability in handling diverse IT environments.
- **Reviewers mention** that Autotask's recent AI features have added significant value, enhancing its functionality. However, some users feel that while these features are effective, the overall platform still struggles with **configuration challenges** that can hinder user experience.
- **G2 reviewers highlight** that Jira Service Management offers a more intuitive **ticket management system** , which is crucial for teams looking to improve their support operations. Users appreciate its ability to prioritize tickets and automate routing, which contributes to a more efficient workflow.
- **Users report** that while Autotask has a strong focus on **help desk functionalities** , it may not meet the needs of larger organizations as effectively as Jira Service Management, which is better suited for mid-market companies looking for comprehensive IT service solutions.



| | Autotask | Jira Service Management | 
|---|---|---|
| **Star Rating** | 4.2 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 632 | 989 | 
| **Largest Market Segment** | Small-Business (69.8% of reviews) | Mid-Market (43.0% of reviews) | 
| **Entry Level Price** | No pricing available | 0/agent/month   | 

---
## Top Pros & Cons

### Autotask

Pros:
- Ease of Use (65 reviews)
- Integrations (49 reviews)

Cons:
- Complex Usability (24 reviews)
- Learning Curve (18 reviews)

### Jira Service Management

Pros:
- Ease of Use (46 reviews)
- Integrations (32 reviews)

Cons:
- Learning Curve (33 reviews)
- Complexity (28 reviews)

---
## Ratings Comparison
| Rating | Autotask | Jira Service Management | 
|---|---|---|
  | **Meets Requirements** | 8.5 (490 reviews) | 8.8 (876 reviews) | 
  | **Ease of Use** | 7.9 (563 reviews) | 8.3 (883 reviews) | 
  | **Ease of Setup** | 7.3 (448 reviews) | 8.0 (489 reviews) | 
  | **Ease of Admin** | 7.6 (284 reviews) | 8.0 (367 reviews) | 
  | **Quality of Support** | 8.2 (457 reviews) | 8.4 (759 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.4 (275 reviews) | 8.7 (344 reviews) | 
  | **Product Direction (% positive)** | 8.3 (483 reviews) | 8.7 (841 reviews) | 

---
## Pricing

### Autotask

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### Jira Service Management

#### Entry-Level Pricing

Plan: Free

Price: 0 /agent/month  

Description: For small teams starting with a service desk. Up to 3 agents for free. 


[Browse all 4 editions](https://www.g2.com/products/jira-service-management/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Autotask** | N/A | N/A |
| **Jira Service Management** | 8.6/10 | 107 |

#### Ticket and Case Management

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **Ticket creation user experience** | Not enough data | 9.0 (86 reviews) | 
| **Ticket response user experience** | Not enough data | 9.1 (81 reviews) | 
| **Workflow** | Not enough data | 8.9 (87 reviews) | 
| **Response Automation** | Not enough data | 8.9 (81 reviews) | 
| **SLA Management** | Not enough data | 8.8 (85 reviews) | 
| **Attachments/Screencasts** | Not enough data | 8.8 (84 reviews) | 
| **Ticket Collaboration** | Not enough data | 9.2 (81 reviews) | 
| **Customer and Contacts Database** | Not enough data | 8.5 (78 reviews) | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 
| **Ticket Management** | Not enough data | Not enough data | 
| **Call Center Management** | Not enough data | Not enough data | 
| **Queue Management** | Not enough data | Not enough data | 
| **Inbox Management** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.0 (55 reviews) | 
| **AI Text Summarization** | Not enough data | 7.9 (54 reviews) | 
| **Generative AI** | Not enough data | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.3 (41 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.5 (40 reviews) | 
| **Proactive Assistance** | Not enough data | 8.3 (40 reviews) | 

#### Communication Channels

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **Customer Portal** | Not enough data | 8.9 (81 reviews) | 
| **Email to Case** | Not enough data | 8.9 (80 reviews) | 
| **Chat/Live Support** | Not enough data | 8.3 (75 reviews) | 
| **Social Integration** | Not enough data | 8.1 (71 reviews) | 
| **Voice** | Not enough data | 7.9 (68 reviews) | 
| **Video Chat** | Not enough data | Not enough data | 

#### Platform

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **Mobile User Support** | Not enough data | 8.1 (85 reviews) | 
| **Customization ** | Not enough data | 8.4 (87 reviews) | 
| **User, Role, and Access Management** | Not enough data | 8.9 (92 reviews) | 
| **Integration** | Not enough data | 8.8 (87 reviews) | 
| **Reporting** | Not enough data | 8.7 (86 reviews) | 
| **Dashboards** | Not enough data | 8.6 (84 reviews) | 
| **Mobile Access** | Not enough data | Not enough data | 

#### 

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **Automated Routing** | Not enough data | Not enough data | 
| **Chatbot** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Autoresponders** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **Gamification** | Not enough data | Not enough data | 
| **Conversation Intelligence** | Not enough data | Not enough data | 
| **Customizable Fields** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Key Performance Indicators** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Voice Recognition** | Not enough data | Not enough data | 
| **Live Chat** | Not enough data | Not enough data | 
| **Task Automation** | Not enough data | Not enough data | 
| **IVR** | Not enough data | Not enough data | 
| **Language Detection** | Not enough data | Not enough data | 
| **Multiple Data Sources** | Not enough data | Not enough data | 
| **Predictive Analytics** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Data Security** | Not enough data | Not enough data | 
| **Interaction Tracking** | Not enough data | Not enough data | 
| **Prioritization** | Not enough data | Not enough data | 
| **Secure Data Storage** | Not enough data | Not enough data | 
| **Macros/Templated Responses** | Not enough data | Not enough data | 
| **Performance Metrics** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **Mobile App** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Email Templates** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **Automated Responses** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **Personalization** | Not enough data | Not enough data | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Autotask** | 7.5/10 | 218 |
| **Jira Service Management** | 8.7/10 | 206 |

#### Administration

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **Change Management** | 8.0 (179 reviews) | 8.9 (166 reviews) ✓ Verified | 
| **Asset Management** | 7.9 (183 reviews) | 8.5 (161 reviews) ✓ Verified | 
| **Reports & Analytics** | 8.0 (193 reviews) | 8.9 (173 reviews) ✓ Verified | 
| **IT Asset Management** | Not enough data | Not enough data | 
| **Knowledge Management** | Not enough data | Not enough data | 
| **Project Management** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **Service Request Management** | Not enough data | Not enough data | 
| **Release Management** | Not enough data | Not enough data | 
| **Configuration Management** | Not enough data | Not enough data | 
| **Ticket Management** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Problem Management** | Not enough data | Not enough data | 
| **Incident Management** | Not enough data | Not enough data | 
| **Contract/License Management** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 
| **Capacity Management** | Not enough data | Not enough data | 
| **Availability Management** | Not enough data | Not enough data | 
| **Inventory Management** | Not enough data | Not enough data | 

#### Service Desk

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **Help Desk** | 9.0 (191 reviews) | 8.9 (178 reviews) ✓ Verified | 
| **Incident Reports** | 8.4 (182 reviews) | 8.8 (178 reviews) ✓ Verified | 
| **Process Workflow** | 8.3 (190 reviews) | 8.8 (181 reviews) ✓ Verified | 
| **Customizable Reports** | Not enough data | Not enough data | 

#### Management

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **Reporting** | 8.2 (189 reviews) | 9.0 (155 reviews) ✓ Verified | 
| **Administration Console** | 8.2 (184 reviews) | 8.9 (147 reviews) ✓ Verified | 
| **Access Management** | 8.3 (181 reviews) | 8.7 (149 reviews) ✓ Verified | 
| **Asset Management** | 7.9 (178 reviews) | 8.6 (145 reviews) ✓ Verified | 
| **Policy Dictation** | 7.5 (171 reviews) | 8.6 (139 reviews) ✓ Verified | 
| **Real-Time Reporting** | Not enough data | Not enough data | 

#### Functionality

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **Ticketing System** | 9.2 (195 reviews) | 9.2 (162 reviews) ✓ Verified | 
| **Performance Logging** | 8.3 (178 reviews) | 8.8 (151 reviews) | 
| **Alerting** | 8.5 (182 reviews) | 8.7 (154 reviews) ✓ Verified | 
| **Automation** | 8.3 (188 reviews) | 8.9 (155 reviews) ✓ Verified | 

#### Agentic AI - IT Service Management (ITSM) Tools

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | 5.1 (13 reviews) | 8.3 (80 reviews) | 
| **Multi-step Planning** | 5.3 (12 reviews) | 8.5 (79 reviews) | 
| **Cross-system Integration** | 7.1 (16 reviews) | 8.4 (82 reviews) | 
| **Adaptive Learning** | 5.9 (11 reviews) | 8.3 (79 reviews) | 
| **Natural Language Interaction** | 6.1 (11 reviews) | 8.3 (80 reviews) | 
| **Proactive Assistance** | 5.3 (11 reviews) | 8.1 (80 reviews) | 
| **Decision Making** | 6.2 (11 reviews) | 8.3 (81 reviews) | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Resource Allocation & Planning** | Not enough data | Not enough data | 
| **Multi-Language** | Not enough data | Not enough data | 

#### 

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **Prioritization** | Not enough data | Not enough data | 
| **Service History** | Not enough data | Not enough data | 
| **Client Portal** | Not enough data | Not enough data | 
| **Customizable Forms** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Service Catalog** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **SSL Security** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Drag & Drop** | Not enough data | Not enough data | 
| **Self Service Portal** | Not enough data | Not enough data | 
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Automated Responses** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 
| **Customizable Templates** | Not enough data | Not enough data | 
| **Support Ticket Tracking** | Not enough data | Not enough data | 
| **Automated Routing** | Not enough data | Not enough data | 
| **Macros/Templated Responses** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Customizable Fields** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **Search** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Dashboard Creation** | Not enough data | Not enough data | 
| **Remote Access & Monitoring** | Not enough data | Not enough data | 
| **Asset Tracking** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Approval Process Control** | Not enough data | Not enough data | 
| **Audit Trail** | Not enough data | Not enough data | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **Autotask** | N/A | N/A |
| **Jira Service Management** | 8.6/10 | 166 |

#### Monitoring

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **Constant Monitoring** | Not enough data | 8.9 (145 reviews) ✓ Verified | 
| **Timely Alerts** | Not enough data | 9.0 (149 reviews) ✓ Verified | 
| **TIcket Accuracy** | Not enough data | 9.1 (147 reviews) ✓ Verified | 
| **AI Monitoring** | Not enough data | 8.5 (70 reviews) | 

#### Management Tools

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **Ticket Assignment** | Not enough data | 9.1 (150 reviews) ✓ Verified | 
| **Standardization** | Not enough data | 9.0 (148 reviews) ✓ Verified | 
| **Lifecycle Visualization** | Not enough data | 9.0 (136 reviews) ✓ Verified | 

#### Generative AI

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.0 (76 reviews) | 
| **AI Text Summarization** | Not enough data | 8.3 (74 reviews) | 
| **Generative AI** | Not enough data | Not enough data | 

#### Agentic AI - Incident Management

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.3 (60 reviews) | 
| **Multi-step Planning** | Not enough data | 8.4 (60 reviews) | 
| **Cross-system Integration** | Not enough data | 8.5 (59 reviews) | 
| **Adaptive Learning** | Not enough data | 8.6 (60 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.6 (60 reviews) | 
| **Proactive Assistance** | Not enough data | 8.6 (60 reviews) | 
| **Decision Making** | Not enough data | 8.5 (60 reviews) | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Multi-Language** | Not enough data | Not enough data | 

#### 

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Forms Management** | Not enough data | Not enough data | 
| **Safety Incident Management** | Not enough data | Not enough data | 
| **Compliance Management** | Not enough data | Not enough data | 
| **OSHA Compliance** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Disaster Recovery** | Not enough data | Not enough data | 
| **Document Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Customizable Templates** | Not enough data | Not enough data | 
| **Real-Time Reporting** | Not enough data | Not enough data | 
| **Corrective and Preventive Actions (CAPA)** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Issue Management** | Not enough data | Not enough data | 
| **Communications Management** | Not enough data | Not enough data | 
| **Audit Trail** | Not enough data | Not enough data | 
| **IT Incident Management** | Not enough data | Not enough data | 
| **Audit Management** | Not enough data | Not enough data | 
| **Event Logs** | Not enough data | Not enough data | 
| **Risk Analysis** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Risk Assessment** | Not enough data | Not enough data | 
| **Incident Reporting** | Not enough data | Not enough data | 
| **Self Service Portal** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 
| **Ticket Management** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Reminders** | Not enough data | Not enough data | 
| **On Call Scheduling** | Not enough data | Not enough data | 
| **Investigation Management** | Not enough data | Not enough data | 
| **Maintenance Scheduling** | Not enough data | Not enough data | 
| **Status Tracking** | Not enough data | Not enough data | 

### Professional Services Automation

| Product | Score | Reviews |
|---|---|---|
| **Autotask** | 6.8/10 | 254 |
| **Jira Service Management** | N/A | N/A |

#### Customer Management

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **Customer Profiles** | 8.1 (190 reviews) ✓ Verified | Not enough data | 
| **Sales** | 7.1 (179 reviews) ✓ Verified | Not enough data | 
| **Marketing** | 6.1 (173 reviews) ✓ Verified | Not enough data | 
| **Client Portal** | 7.2 (183 reviews) ✓ Verified | Not enough data | 

#### Project Management

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **Project Planning** | 6.9 (184 reviews) | Not enough data | 
| **Project Tracking** | 7.1 (187 reviews) ✓ Verified | Not enough data | 
| **Resource Definition** | 7.3 (173 reviews) ✓ Verified | Not enough data | 
| **Resource Management** | 7.6 (178 reviews) ✓ Verified | Not enough data | 
| **Resource Allocation & Planning** | Not enough data | Not enough data | 
| **Progress Tracking** | Not enough data | Not enough data | 
| **Project Time Tracking** | Not enough data | Not enough data | 

#### Accounting

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **Revenue Recognition** | 7.2 (173 reviews) | Not enough data | 
| **Invoice Management** | 7.3 (184 reviews) ✓ Verified | Not enough data | 
| **Payments** | 6.4 (166 reviews) | Not enough data | 
| **Project Accounting** | 6.8 (171 reviews) | Not enough data | 
| **Budget Tracking** | 6.5 (167 reviews) ✓ Verified | Not enough data | 
| **Time & Expense Tracking** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **Billable Items Tracking** | Not enough data | Not enough data | 
| **Document Management** | Not enough data | Not enough data | 
| **Multiple Projects** | Not enough data | Not enough data | 

#### Portfolio Management

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **Portfolio Definition** | 6.7 (167 reviews) | Not enough data | 
| **Portfolio Performance** | 6.7 (166 reviews) | Not enough data | 
| **Risk** | 6.6 (163 reviews) | Not enough data | 
| **Portfolio Mix** | 6.6 (162 reviews) | Not enough data | 

#### Analytics

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **Forecasting** | 6.7 (166 reviews) ✓ Verified | Not enough data | 
| **Reporting** | 7.5 (188 reviews) ✓ Verified | Not enough data | 
| **KPIs** | 7.4 (167 reviews) ✓ Verified | Not enough data | 
| **Real-Time Reporting** | Not enough data | Not enough data | 

#### Administration

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **Standard Integrations** | 7.9 (202 reviews) ✓ Verified | Not enough data | 
| **Workflow** | 8.3 (189 reviews) ✓ Verified | Not enough data | 
| **Access Management** | 8.0 (175 reviews) ✓ Verified | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **Portfolio Management** | Not enough data | Not enough data | 
| **Calendar Management** | Not enough data | Not enough data | 
| **Timesheet Management** | Not enough data | Not enough data | 
| **Accounting Integration** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 

#### Platform

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **APIs** | 8.3 (178 reviews) ✓ Verified | Not enough data | 
| **Internationalization** | 7.4 (160 reviews) ✓ Verified | Not enough data | 
| **Performance and Reliability** | 8.4 (193 reviews) ✓ Verified | Not enough data | 
| **Mobile** | 6.4 (165 reviews) ✓ Verified | Not enough data | 
| **Offline Access** | 4.7 (160 reviews) ✓ Verified | Not enough data | 

#### Generative AI

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | 5.8 (90 reviews) | Not enough data | 
| **AI Text Summarization** | 6.1 (88 reviews) | Not enough data | 
| **Proposal Generation** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 

#### Artificial Intelligence - Professional Services Automation

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **Predictive Forecasting** | 5.2 (33 reviews) | Not enough data | 
| **Smart task suggestions** | 4.9 (32 reviews) | Not enough data | 
| **Automated workflows** | 6.5 (37 reviews) | Not enough data | 

#### Agentic AI - Professional Services Automation

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **Adaptive Learning** | 5.5 (33 reviews) | Not enough data | 
| **Proactive Assistance** | 5.4 (34 reviews) | Not enough data | 

#### 

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Gantt/Timeline View** | Not enough data | Not enough data | 
| **Quotes/Estimates** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Customizable Fields** | Not enough data | Not enough data | 
| **CRM** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 
| **Performance Metrics** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Billing & Invoicing** | Not enough data | Not enough data | 
| **Approval Process Control** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Project Templates** | Not enough data | Not enough data | 
| **Task Scheduling** | Not enough data | Not enough data | 
| **Real-Time Data** | Not enough data | Not enough data | 
| **Document Storage** | Not enough data | Not enough data | 
| **Drag & Drop** | Not enough data | Not enough data | 

### IT Alerting

| Product | Score | Reviews |
|---|---|---|
| **Autotask** | N/A | N/A |
| **Jira Service Management** | 8.6/10 | 25 |

#### Generative AI

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.3 (25 reviews) | 

#### Agentic AI - IT Alerting

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.4 (24 reviews) | 
| **Multi-step Planning** | Not enough data | 8.7 (24 reviews) | 
| **Cross-system Integration** | Not enough data | 9.0 (24 reviews) | 
| **Adaptive Learning** | Not enough data | 8.5 (24 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.5 (24 reviews) | 
| **Proactive Assistance** | Not enough data | 8.7 (24 reviews) | 
| **Decision Making** | Not enough data | 8.7 (24 reviews) | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **Autotask** | 6.7/10 | 271 |
| **Jira Service Management** | 8.5/10 | 371 |

#### Incident Management

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **Automate Ticket Routing** | 8.1 (240 reviews) | 8.7 (314 reviews) | 
| **Ticket Prioritization** | 8.4 (239 reviews) | 8.8 (316 reviews) | 
| **Ticket Notifications** | 8.4 (242 reviews) | 8.8 (330 reviews) | 
| **Knowledge Base** | 7.0 (232 reviews) | 8.5 (282 reviews) | 
| **Knowledge Base/Ticket Integration** | 7.2 (231 reviews) | 8.5 (276 reviews) | 

#### Reporting

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **Dashboards** | 8.7 (245 reviews) | 8.5 (318 reviews) | 
| **Time Tracking** | 8.9 (251 reviews) | 8.4 (302 reviews) | 
| **Surveys** | 7.4 (227 reviews) | 8.2 (231 reviews) | 
| **Activity Tracking** | Not enough data | Not enough data | 

#### Access & Usability

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **Mobile** | 6.1 (231 reviews) | 8.1 (226 reviews) | 
| **Self Service** | 7.9 (232 reviews) | 8.6 (285 reviews) | 
| **Active Directory** | 7.2 (224 reviews) | 8.5 (236 reviews) | 
| **Multi-Channel Access** | 7.5 (228 reviews) | 8.4 (232 reviews) | 

#### Agentic AI - Service Desk

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **Autonomous Task Execution** | 5.4 (16 reviews) | 8.2 (74 reviews) | 
| **Multi-step Planning** | 5.3 (15 reviews) | 8.2 (73 reviews) | 
| **Cross-system Integration** | 6.2 (19 reviews) | 8.4 (78 reviews) | 
| **Adaptive Learning** | 4.4 (15 reviews) | 8.5 (73 reviews) | 
| **Natural Language Interaction** | 3.9 (15 reviews) | 8.3 (72 reviews) | 
| **Proactive Assistance** | 4.3 (15 reviews) | 8.5 (74 reviews) | 
| **Decision Making** | 5.0 (15 reviews) | 8.6 (73 reviews) | 
| **Third-Party Integrations** | Not enough data | Not enough data | 

#### 

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **Project Management** | Not enough data | Not enough data | 
| **Procurement Management** | Not enough data | Not enough data | 
| **CMDB** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **IT Risk Management** | Not enough data | Not enough data | 
| **Service Catalog** | Not enough data | Not enough data | 
| **Inventory Management** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Change Management** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **Email Templates** | Not enough data | Not enough data | 
| **Benchmarking** | Not enough data | Not enough data | 
| **Localization Automation** | Not enough data | Not enough data | 
| **Real-Time Reporting** | Not enough data | Not enough data | 
| **Customer Support** | Not enough data | Not enough data | 
| **Scheduled/Automated Reports** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Release & Deployment** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **Contract/License Management** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Problem Management** | Not enough data | Not enough data | 
| **Analytics** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Configuration Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **IT Asset Management** | Not enough data | Not enough data | 
| **Remote Access/Control** | Not enough data | Not enough data | 
| **Live Chat** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 
| **Incident Management** | Not enough data | Not enough data | 
| **Asset Lifecycle Management** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Customizable Templates** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (2):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [Service Desk Software](https://www.g2.com/categories/service-desk)

**Unique to Autotask (1):** [Professional Services Automation Software](https://www.g2.com/categories/professional-services-automation)

**Unique to Jira Service Management (3):** [Incident Management Software](https://www.g2.com/categories/incident-management), [IT Alerting Software](https://www.g2.com/categories/it-alerting), [Help Desk Software](https://www.g2.com/categories/help-desk)


---
## Reviewer Demographics

### By Company Size

| Segment | Autotask | Jira Service Management | 
|---|---|---|
| **Small-Business** | 69.8% | 19.0% | 
| **Mid-Market** | 27.3% | 43.0% | 
| **Enterprise** | 3.0% | 38.0% | 

### By Industry

#### Autotask

- **Information Technology and Services:** 52.7%
- **Computer & Network Security:** 17.3%
- **Computer Software:** 5.8%
- **Computer Networking:** 3.4%
- **Consulting:** 2.4%
- **Telecommunications:** 2.0%
- **Information Services:** 2.0%
- **Manufacturing:** 0.9%
- **Hospital & Health Care:** 0.9%
- **Marketing and Advertising:** 0.9%
- **Other:** 11.7%

#### Jira Service Management

- **Information Technology and Services:** 30.6%
- **Computer Software:** 16.2%
- **Financial Services:** 5.0%
- **Internet:** 4.4%
- **Telecommunications:** 3.1%
- **Marketing and Advertising:** 2.9%
- **Banking:** 1.8%
- **Retail:** 1.8%
- **Computer & Network Security:** 1.7%
- **Hospital & Health Care:** 1.7%
- **Other:** 30.8%

---
## Alternatives

### Alternatives to Autotask

- [ConnectWise PSA](https://www.g2.com/products/connectwise-psa/reviews) — 4.0/5 stars (583 reviews)
- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1345 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1241 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1943 reviews)
- [Certinia PS Cloud](https://www.g2.com/products/certinia-ps-cloud/reviews) — 4.3/5 stars (673 reviews)
- [Accelo](https://www.g2.com/products/accelo/reviews) — 4.3/5 stars (685 reviews)
- [SuiteProjects Pro](https://www.g2.com/products/suiteprojects-pro/reviews) — 3.7/5 stars (231 reviews)
- [Kantata Professional Services Automation (formerly Mavenlink+ Kimble)](https://www.g2.com/products/kantata-professional-services-automation-formerly-mavenlink-kimble/reviews) — 4.2/5 stars (1570 reviews)
- [Deltek Replicon Time](https://www.g2.com/products/deltek-replicon-time/reviews) — 4.3/5 stars (793 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (753 reviews)

### Alternatives to Jira Service Management

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1345 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (250 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1943 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (786 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (753 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1241 reviews)
- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (972 reviews)
- [Vivantio](https://www.g2.com/products/vivantio/reviews) — 4.3/5 stars (295 reviews)
- [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) — 4.3/5 stars (311 reviews)
- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (296 reviews)

---
## Top Discussions

### Autotask

- Title: [What is Autotask Professional Services Automation (PSA) used for?](https://www.g2.com/discussions/what-is-autotask-professional-services-automation-psa-used-for) — 2 comments, 1 upvote
  > **Top comment:** "A tool (CRM plus ERP Module) specifically designed for the Managed IT Service Providers (MSPs). This tool not only helps in capturing the long term contracts..."

### Jira Service Management

- Title: [What is Jira Service Management used for?](https://www.g2.com/discussions/what-is-jira-service-management-used-for) — 2 comments, 1 upvote
  > **Top comment:** "the tool is basically used for ticketing the IR or the Incident management process"
- Title: [Is Jira a service management tool?](https://www.g2.com/discussions/is-jira-a-service-management-tool) — 2 comments
  > **Top comment:** "Jira is an extremely convenient platform, but not without flaws in my opinion. In any case, if you do not use extensions that improve your jira experience in..."
- Title: [What does Jira Service Desk do?](https://www.g2.com/discussions/what-does-jira-service-desk-do) — 1 comment
  > **Top comment:** "Connect with various spocs to solve a problem "
- Title: [What are the features of JIRA?](https://www.g2.com/discussions/jira-service-management-what-are-the-features-of-jira) — 1 comment
  > **Top comment:** "Jira Service Management empowers teams with everything they need to get started fast. Check out capabilities for ITSM practices like request, incident,..."
- Title: [Is it possible to download all the attachments in the ticket when we extract any particular ticket?](https://www.g2.com/discussions/is-it-possible-to-download-all-the-attachments-in-the-ticket-when-we-extract-any-particular-ticket) — 1 comment, 1 upvote
  > **Top comment:** "Good day everyone on this platform I wanna use this medium to express how you can recover your lost fund from forex, binary options scam companies or fake..."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/autotask-vs-jira-service-management)