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At a Glance
Market Segments
Small-Business (68.6% of reviews)
Mid-Market (43.0% of reviews)
Entry-Level Pricing
No pricing available
0/agent/month
Autotask
Star Rating
(520)4.3 out of 5
Market Segments
Small-Business (68.6% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about AutotaskJira Service Management
Star Rating
(953)4.3 out of 5
Market Segments
Mid-Market (43.0% of reviews)
Pros & Cons
Entry-Level Pricing
0/agent/month
Free Trial is available
Browse all 4 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that both Autotask and Jira Service Management have a strong ticketing system, with Autotask scoring 9.2 and Jira Service Management scoring 9.1. Reviewers mention that Autotask's ticketing system is particularly praised for its intuitive interface and robust features, while Jira's system is noted for its flexibility and integration capabilities.
- Reviewers mention that Jira Service Management excels in automation features, scoring 8.9 compared to Autotask's 8.3. Users say that Jira's automation capabilities, such as automated ticket routing and proactive assistance, significantly enhance workflow efficiency, while Autotask's automation features are seen as less comprehensive.
- Users on G2 highlight the superior reporting capabilities of Jira Service Management, which scored 9.0 against Autotask's 8.2. Reviewers say that Jira's reporting tools provide deeper insights and customizable dashboards, making it easier for teams to track performance metrics and project progress.
- Reviewers mention that Jira Service Management offers a more user-friendly setup process, scoring 8.0 compared to Autotask's 7.4. Users report that Jira's guided setup and extensive documentation make it easier for new users to get started quickly, while Autotask's setup can be more complex and time-consuming.
- Users report that Jira Service Management has a more robust knowledge base feature, scoring 8.4 compared to Autotask's 7.0. Reviewers mention that Jira's knowledge base is well-integrated with its ticketing system, allowing for easier access to information and self-service options for users.
- G2 users highlight that Jira Service Management provides better mobile access, scoring 8.1 versus Autotask's 6.0. Reviewers say that Jira's mobile app is more functional and user-friendly, allowing support teams to manage tickets and respond to issues on the go, which is a significant advantage for remote work scenarios.
Pricing
Entry-Level Pricing
Autotask
No pricing availableJira Service Management
Free
0
/agent/month
For small teams starting with a service desk. Up to 3 agents for free.
Free Trial
Autotask
No trial information availableJira Service Management
Free Trial is available
Ratings
Meets Requirements
8.5
447
8.7
843
Ease of Use
8.0
479
8.2
850
Ease of Setup
7.5
367
8.0
458
Ease of Admin
7.7
265
8.0
362
Quality of Support
8.2
416
8.4
727
Has the product been a good partner in doing business?
8.4
257
8.7
339
Product Direction (% positive)
8.5
445
8.7
812
Features by Category
Ticket and Case Management
Not enough data
9.0
82
Not enough data
9.0
80
Not enough data
8.9
81
Not enough data
8.9
79
Not enough data
8.8
78
Not enough data
8.8
80
Not enough data
9.2
79
Not enough data
8.5
77
Generative AI
Not enough data
7.9
54
Not enough data
7.9
53
Agentic AI - Help Desk
Not enough data
8.3
41
Not enough data
8.5
40
Not enough data
8.3
40
Communication Channels
Not enough data
8.9
80
Not enough data
8.9
80
Not enough data
8.3
73
Not enough data
8.1
71
Not enough data
7.9
68
Platform
Not enough data
8.1
83
Not enough data
8.4
85
Not enough data
8.8
86
Not enough data
8.8
83
Not enough data
8.7
83
Not enough data
8.7
80
Administration
8.0
178
8.9
164
|
Verified
8.0
180
8.5
158
|
Verified
8.1
182
8.9
170
|
Verified
Service Desk
9.1
185
8.9
176
|
Verified
8.5
182
8.8
176
|
Verified
8.4
182
8.8
175
|
Verified
Management
8.2
180
9.0
152
|
Verified
8.3
181
8.9
146
|
Verified
8.4
178
8.7
147
|
Verified
8.0
176
8.6
143
|
Verified
7.5
172
8.6
138
|
Verified
Functionality
9.2
180
9.1
158
|
Verified
8.4
177
8.8
148
8.6
180
8.7
153
|
Verified
8.3
178
8.9
151
|
Verified
Agentic AI - IT Service Management (ITSM) Tools
5.6
11
8.3
79
5.8
11
8.4
78
6.2
11
8.3
79
5.9
11
8.3
78
6.1
11
8.3
79
5.3
10
8.1
79
6.2
11
8.3
80
Monitoring
Not enough data
8.9
144
|
Verified
Not enough data
9.0
148
|
Verified
Not enough data
9.1
145
|
Verified
Not enough data
8.5
68
Management Tools
Not enough data
9.1
148
|
Verified
Not enough data
8.9
147
|
Verified
Not enough data
9.0
134
|
Verified
Generative AI
Not enough data
8.0
75
Not enough data
8.3
73
Agentic AI - Incident Management
Not enough data
8.3
59
Not enough data
8.4
59
Not enough data
8.5
58
Not enough data
8.6
59
Not enough data
8.6
59
Not enough data
8.6
59
Not enough data
8.5
59
Customer Management
8.0
181
|
Verified
Not enough data
7.1
178
|
Verified
Not enough data
6.1
175
|
Verified
Not enough data
7.2
180
|
Verified
Not enough data
Project Management
6.9
179
Not enough data
7.0
177
|
Verified
Not enough data
7.3
173
|
Verified
Not enough data
7.6
174
|
Verified
Not enough data
Accounting
7.2
173
Not enough data
7.3
172
|
Verified
Not enough data
6.5
166
Not enough data
6.8
170
Not enough data
6.5
168
|
Verified
Not enough data
Portfolio Management
6.8
168
Not enough data
6.8
167
Not enough data
6.6
165
Not enough data
6.6
164
Not enough data
Analytics
6.7
167
|
Verified
Not enough data
7.4
172
|
Verified
Not enough data
7.4
168
|
Verified
Not enough data
Administration
7.8
176
|
Verified
Not enough data
8.2
171
|
Verified
Not enough data
8.0
173
|
Verified
Not enough data
Platform
8.3
171
|
Verified
Not enough data
7.4
160
|
Verified
Not enough data
8.6
172
|
Verified
Not enough data
6.4
164
|
Verified
Not enough data
4.7
161
|
Verified
Not enough data
Generative AI
5.8
88
Not enough data
6.1
88
Not enough data
Artificial Intelligence - Professional Services Automation
5.3
32
Not enough data
5.1
31
Not enough data
6.2
30
Not enough data
Agentic AI - Professional Services Automation
5.6
32
Not enough data
5.6
32
Not enough data
Generative AI
Not enough data
8.2
24
Agentic AI - IT Alerting
Not enough data
8.4
23
Not enough data
8.8
23
Not enough data
9.1
23
Not enough data
8.6
23
Not enough data
8.6
23
Not enough data
8.8
23
Not enough data
8.8
23
Incident Management
8.1
237
8.7
305
8.4
236
8.8
314
8.4
235
8.8
324
7.0
230
8.4
279
7.3
231
8.5
275
Reporting
8.7
234
8.5
308
8.8
234
8.4
301
7.4
228
8.2
231
Access & Usability
6.1
230
8.1
227
7.9
230
8.6
275
7.2
225
8.5
236
7.6
223
8.4
231
Agentic AI - Service Desk
5.6
14
8.2
74
5.6
14
8.2
74
5.2
14
8.2
71
4.8
14
8.5
74
4.4
13
8.2
73
4.5
13
8.4
74
5.1
14
8.5
74
Categories
Categories
Shared Categories
Autotask and Jira Service Management are categorized as IT Service Management (ITSM) Tools and Service Desk
Reviews
Reviewers' Company Size
Autotask
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Jira Service Management
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
52.4%
Computer & Network Security
17.3%
Computer Software
6.3%
Computer Networking
3.4%
Telecommunications
2.4%
Other
18.3%
Information Technology and Services
31.1%
Computer Software
16.1%
Financial Services
4.7%
Internet
4.6%
Telecommunications
3.3%
Other
40.3%
Alternatives
Discussions
What is Autotask Professional Services Automation (PSA) used for?
2 Comments
UA
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...Read more
Autotask has no more discussions with answers
Is Jira a service management tool?
2 Comments
MH
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...Read more
Do I need to have the same number of JIRA Software and JIRA Service Desk licenses?
1 Comment
SH
Under the new model released last year, you only need to purchase Agent licences. Agents are people that typically man the service desk and own the Service...Read more
Timer?
1 Comment
SH
Yes it's based on work flow status, if your looking to do time sheet / manual stop start based on actual work you can use Tempo Time plugin. But for SLA...Read more
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