# Autotask vs Jira Service Management Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Autotask excels in providing a comprehensive solution for managing MSP operations, integrating ticketing, project management, contracts, billing, and time tracking into one platform. Users appreciate how this centralization reduces the need for multiple disconnected systems.
- **Users say** that Jira Service Management shines in its ability to streamline workflows and enhance collaboration among support teams. Reviewers highlight its effective issue tracking and documentation capabilities, which are crucial for knowledge management and maintaining visibility throughout the resolution process.
- **According to verified reviews** , Autotask's ticket workflow customization is a standout feature, allowing users to adapt processes to meet specific customer needs. This flexibility is often praised as one of the platform's strongest aspects, making it easier to manage diverse service operations.
- **Reviewers mention** that Jira Service Management's automation features significantly improve efficiency, with users noting the value of dynamic forms that capture the correct information and the ability to manage requests seamlessly from submission to resolution.
- **G2 reviewers highlight** that while Autotask has a solid overall rating, it faces challenges in user experience, particularly in setup and ease of use compared to Jira Service Management. Users have noted that the onboarding process can be less intuitive, which may impact initial productivity.
- **Users report** that Jira Service Management offers a more user-friendly interface and better overall satisfaction, particularly in areas like reporting and analytics. Reviewers appreciate the platform's ability to provide clear insights and metrics, which are essential for informed decision-making.



| | Autotask | Jira Service Management | 
|---|---|---|
| **Star Rating** | 4.3 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 612 | 987 | 
| **Largest Market Segment** | Small-Business (69.2% of reviews) | Mid-Market (42.9% of reviews) | 
| **Entry Level Price** | No pricing available | 0/agent/month   | 

---
## Top Pros & Cons

### Autotask

Pros:
- Ease of Use (56 reviews)
- Integrations (43 reviews)

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

### Jira Service Management

Pros:
- Ease of Use (49 reviews)
- Integrations (33 reviews)

Cons:
- Learning Curve (35 reviews)
- Complexity (29 reviews)

---
## Ratings Comparison
| Rating | Autotask | Jira Service Management | 
|---|---|---|
  | **Meets Requirements** | 8.5 (486 reviews) | 8.8 (873 reviews) | 
  | **Ease of Use** | 7.9 (548 reviews) | 8.2 (880 reviews) | 
  | **Ease of Setup** | 7.3 (433 reviews) | 8.0 (486 reviews) | 
  | **Ease of Admin** | 7.6 (280 reviews) | 8.0 (367 reviews) | 
  | **Quality of Support** | 8.2 (453 reviews) | 8.4 (756 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.4 (271 reviews) | 8.7 (344 reviews) | 
  | **Product Direction (% positive)** | 8.3 (480 reviews) | 8.7 (838 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) | 

#### 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) | 

#### 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) | 

#### 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) | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Autotask** | 7.5/10 | 215 |
| **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 (182 reviews) | 8.5 (161 reviews) ✓ Verified | 
| **Reports & Analytics** | 8.0 (193 reviews) | 8.9 (173 reviews) ✓ Verified | 

#### Service Desk

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **Help Desk** | 9.0 (189 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 | 

#### 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 | 

#### Functionality

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **Ticketing System** | 9.2 (193 reviews) | 9.2 (162 reviews) ✓ Verified | 
| **Performance Logging** | 8.3 (178 reviews) | 8.8 (151 reviews) | 
| **Alerting** | 8.5 (181 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) | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **Autotask** | N/A | N/A |
| **Jira Service Management** | 8.7/10 | 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) | 

#### 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) | 

### Professional Services Automation

| Product | Score | Reviews |
|---|---|---|
| **Autotask** | 6.8/10 | 239 |
| **Jira Service Management** | N/A | N/A |

#### Customer Management

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **Customer Profiles** | 8.0 (187 reviews) ✓ Verified | Not enough data | 
| **Sales** | 7.2 (179 reviews) ✓ Verified | Not enough data | 
| **Marketing** | 6.1 (173 reviews) ✓ Verified | Not enough data | 
| **Client Portal** | 7.2 (182 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 (186 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 | 

#### Accounting

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **Revenue Recognition** | 7.2 (173 reviews) | Not enough data | 
| **Invoice Management** | 7.4 (180 reviews) ✓ Verified | Not enough data | 
| **Payments** | 6.4 (166 reviews) | Not enough data | 
| **Project Accounting** | 6.8 (170 reviews) | Not enough data | 
| **Budget Tracking** | 6.5 (167 reviews) ✓ Verified | 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 (185 reviews) ✓ Verified | Not enough data | 
| **KPIs** | 7.4 (167 reviews) ✓ Verified | Not enough data | 

#### Administration

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **Standard Integrations** | 7.9 (196 reviews) ✓ Verified | Not enough data | 
| **Workflow** | 8.2 (186 reviews) ✓ Verified | Not enough data | 
| **Access Management** | 8.0 (175 reviews) ✓ Verified | Not enough data | 

#### Platform

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **APIs** | 8.3 (177 reviews) ✓ Verified | Not enough data | 
| **Internationalization** | 7.4 (159 reviews) ✓ Verified | Not enough data | 
| **Performance and Reliability** | 8.4 (189 reviews) ✓ Verified | Not enough data | 
| **Mobile** | 6.4 (164 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 (89 reviews) | Not enough data | 
| **AI Text Summarization** | 6.1 (88 reviews) | 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 | 

### 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 | 270 |
| **Jira Service Management** | 8.5/10 | 369 |

#### Incident Management

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **Automate Ticket Routing** | 8.1 (240 reviews) | 8.7 (312 reviews) | 
| **Ticket Prioritization** | 8.4 (239 reviews) | 8.8 (315 reviews) | 
| **Ticket Notifications** | 8.4 (242 reviews) | 8.8 (329 reviews) | 
| **Knowledge Base** | 7.0 (232 reviews) | 8.5 (281 reviews) | 
| **Knowledge Base/Ticket Integration** | 7.2 (231 reviews) | 8.5 (275 reviews) | 

#### Reporting

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **Dashboards** | 8.7 (245 reviews) | 8.5 (316 reviews) | 
| **Time Tracking** | 8.9 (250 reviews) | 8.4 (302 reviews) | 
| **Surveys** | 7.4 (227 reviews) | 8.2 (231 reviews) | 

#### Access & Usability

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **Mobile** | 6.1 (231 reviews) | 8.1 (226 reviews) | 
| **Self Service** | 7.9 (231 reviews) | 8.6 (282 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) | 

---
## 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** | 69.2% | 19.1% | 
| **Mid-Market** | 27.8% | 42.9% | 
| **Enterprise** | 3.0% | 38.0% | 

### By Industry

#### Autotask

- **Information Technology and Services:** 52.2%
- **Computer & Network Security:** 17.6%
- **Computer Software:** 5.9%
- **Computer Networking:** 3.3%
- **Consulting:** 2.4%
- **Telecommunications:** 2.1%
- **Information Services:** 2.1%
- **Manufacturing:** 0.9%
- **Hospital & Health Care:** 0.9%
- **Marketing and Advertising:** 0.9%
- **Other:** 11.7%

#### Jira Service Management

- **Information Technology and Services:** 30.7%
- **Computer Software:** 16.2%
- **Financial Services:** 4.9%
- **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:** 30.7%

---
## Alternatives

### Alternatives to Autotask

- [ConnectWise PSA](https://www.g2.com/products/connectwise-psa/reviews) — 4.0/5 stars (582 reviews)
- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1336 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1202 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1881 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 (683 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 (1512 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 (749 reviews)

### Alternatives to Jira Service Management

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1336 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (249 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1881 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (783 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (749 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1202 reviews)
- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (963 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 (293 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4391 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)