# Autotask vs Jira Service Management Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Autotask excels in integrating various IT services, including project management and ticketing, which users find enhances their workflow efficiency. One user highlighted how the app connects seamlessly with other Kaseya products, allowing for streamlined operations without the need to duplicate efforts across platforms.
- **Users say** that Jira Service Management stands out for its robust automation capabilities and flexible ITSM workflows. Reviewers appreciate the no-code automation engine, which simplifies the process of managing requests and tracking open tickets, making it a versatile tool for various teams beyond just IT.
- **According to verified reviews** , Autotask is praised for its reliability and ease of use, with users noting that it helps keep everything organized and efficient. This focus on ticketing has led to faster response times, which is crucial for maintaining customer satisfaction.
- **Reviewers mention** that Jira Service Management provides a clean customer portal that aligns development, IT, and business teams, fostering better collaboration. This feature is particularly beneficial for organizations looking to enhance communication across departments.
- **G2 reviewers highlight** that while Autotask has a strong presence in the small business market, it may not fully meet the needs of larger organizations. Some users have expressed challenges with configuration, indicating that it might require more customization to fit specific workflows.
- **Users report** that Jira Service Management's user interface is intuitive, contributing to a smoother onboarding experience. This ease of setup is a significant advantage for teams looking to implement a new system quickly without extensive training.



| | Autotask | Jira Service Management | 
|---|---|---|
| **Star Rating** | 4.3 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 590 | 977 | 
| **Largest Market Segment** | Small-Business (68.7% of reviews) | Mid-Market (43.2% 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 (485 reviews) | 8.7 (865 reviews) | 
  | **Ease of Use** | 7.9 (531 reviews) | 8.2 (872 reviews) | 
  | **Ease of Setup** | 7.4 (417 reviews) | 8.0 (478 reviews) | 
  | **Ease of Admin** | 7.6 (280 reviews) | 8.0 (366 reviews) | 
  | **Quality of Support** | 8.2 (452 reviews) | 8.4 (748 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.4 (271 reviews) | 8.7 (343 reviews) | 
  | **Product Direction (% positive)** | 8.3 (479 reviews) | 8.7 (830 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 | 103 |

#### Ticket and Case Management

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **Ticket creation user experience** | Not enough data | 9.0 (85 reviews) | 
| **Ticket response user experience** | Not enough data | 9.1 (81 reviews) | 
| **Workflow** | Not enough data | 8.9 (85 reviews) | 
| **Response Automation** | Not enough data | 8.9 (80 reviews) | 
| **SLA Management** | Not enough data | 8.8 (82 reviews) | 
| **Attachments/Screencasts** | Not enough data | 8.8 (82 reviews) | 
| **Ticket Collaboration** | Not enough data | 9.2 (81 reviews) | 
| **Customer and Contacts Database** | Not enough data | 8.5 (77 reviews) | 

#### Generative AI

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.9 (54 reviews) | 
| **AI Text Summarization** | Not enough data | 7.9 (53 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 (73 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 (84 reviews) | 
| **Customization ** | Not enough data | 8.4 (86 reviews) | 
| **User, Role, and Access Management** | Not enough data | 8.9 (89 reviews) | 
| **Integration** | Not enough data | 8.8 (84 reviews) | 
| **Reporting** | Not enough data | 8.7 (84 reviews) | 
| **Dashboards** | Not enough data | 8.7 (81 reviews) | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **Autotask** | 7.5/10 | 209 |
| **Jira Service Management** | 8.7/10 | 204 |

#### 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 (160 reviews) ✓ Verified | 
| **Reports & Analytics** | 8.0 (191 reviews) | 8.9 (171 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 (189 reviews) | 8.8 (179 reviews) ✓ Verified | 

#### Management

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **Reporting** | 8.2 (187 reviews) | 9.0 (154 reviews) ✓ Verified | 
| **Administration Console** | 8.2 (184 reviews) | 8.9 (147 reviews) ✓ Verified | 
| **Access Management** | 8.3 (181 reviews) | 8.7 (148 reviews) ✓ Verified | 
| **Asset Management** | 7.9 (178 reviews) | 8.6 (144 reviews) ✓ Verified | 
| **Policy Dictation** | 7.5 (171 reviews) | 8.6 (139 reviews) ✓ Verified | 

#### Functionality

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **Ticketing System** | 9.2 (189 reviews) | 9.2 (160 reviews) ✓ Verified | 
| **Performance Logging** | 8.3 (177 reviews) | 8.8 (150 reviews) | 
| **Alerting** | 8.5 (180 reviews) | 8.7 (154 reviews) ✓ Verified | 
| **Automation** | 8.3 (187 reviews) | 8.9 (154 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** | 6.9 (15 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 | 164 |

#### 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 (69 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 (135 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 | 227 |
| **Jira Service Management** | N/A | N/A |

#### Customer Management

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **Customer Profiles** | 8.0 (184 reviews) ✓ Verified | Not enough data | 
| **Sales** | 7.2 (178 reviews) ✓ Verified | Not enough data | 
| **Marketing** | 6.1 (173 reviews) ✓ Verified | Not enough data | 
| **Client Portal** | 7.1 (181 reviews) ✓ Verified | Not enough data | 

#### Project Management

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **Project Planning** | 6.9 (182 reviews) | Not enough data | 
| **Project Tracking** | 7.1 (185 reviews) ✓ Verified | Not enough data | 
| **Resource Definition** | 7.3 (173 reviews) ✓ Verified | Not enough data | 
| **Resource Management** | 7.6 (177 reviews) ✓ Verified | Not enough data | 

#### Accounting

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **Revenue Recognition** | 7.2 (173 reviews) | Not enough data | 
| **Invoice Management** | 7.3 (177 reviews) ✓ Verified | Not enough data | 
| **Payments** | 6.4 (165 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 (165 reviews) ✓ Verified | Not enough data | 
| **Reporting** | 7.5 (184 reviews) ✓ Verified | Not enough data | 
| **KPIs** | 7.4 (167 reviews) ✓ Verified | Not enough data | 

#### Administration

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **Standard Integrations** | 7.8 (191 reviews) ✓ Verified | Not enough data | 
| **Workflow** | 8.2 (183 reviews) ✓ Verified | Not enough data | 
| **Access Management** | 8.0 (174 reviews) ✓ Verified | Not enough data | 

#### Platform

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **APIs** | 8.3 (176 reviews) ✓ Verified | Not enough data | 
| **Internationalization** | 7.4 (159 reviews) ✓ Verified | Not enough data | 
| **Performance and Reliability** | 8.5 (184 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 | 263 |
| **Jira Service Management** | 8.4/10 | 361 |

#### Incident Management

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **Automate Ticket Routing** | 8.1 (238 reviews) | 8.7 (308 reviews) | 
| **Ticket Prioritization** | 8.4 (237 reviews) | 8.8 (314 reviews) | 
| **Ticket Notifications** | 8.4 (240 reviews) | 8.8 (327 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 (241 reviews) | 8.5 (311 reviews) | 
| **Time Tracking** | 8.9 (245 reviews) | 8.4 (301 reviews) | 
| **Surveys** | 7.4 (227 reviews) | 8.2 (231 reviews) | 

#### Access & Usability

| Feature | Autotask | Jira Service Management | 
|---|---|---|
| **Mobile** | 6.1 (230 reviews) | 8.1 (226 reviews) | 
| **Self Service** | 7.9 (231 reviews) | 8.6 (281 reviews) | 
| **Active Directory** | 7.2 (224 reviews) | 8.5 (235 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 (73 reviews) | 
| **Multi-step Planning** | 5.3 (15 reviews) | 8.2 (73 reviews) | 
| **Cross-system Integration** | 6.1 (17 reviews) | 8.4 (76 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) | 8.4 (73 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** | 68.7% | 18.9% | 
| **Mid-Market** | 28.2% | 43.2% | 
| **Enterprise** | 3.2% | 37.9% | 

### By Industry

#### Autotask

- **Information Technology and Services:** 53.1%
- **Computer & Network Security:** 16.9%
- **Computer Software:** 5.8%
- **Computer Networking:** 3.2%
- **Consulting:** 2.3%
- **Telecommunications:** 2.2%
- **Information Services:** 2.2%
- **Manufacturing:** 0.9%
- **Hospital & Health Care:** 0.9%
- **Marketing and Advertising:** 0.9%
- **Other:** 11.7%

#### Jira Service Management

- **Information Technology and Services:** 31.0%
- **Computer Software:** 16.3%
- **Financial Services:** 4.9%
- **Internet:** 4.4%
- **Telecommunications:** 3.2%
- **Marketing and Advertising:** 2.9%
- **Banking:** 1.8%
- **Retail:** 1.8%
- **Hospital & Health Care:** 1.7%
- **Computer & Network Security:** 1.7%
- **Other:** 30.4%

---
## Alternatives

### Alternatives to Autotask

- [ConnectWise PSA](https://www.g2.com/products/connectwise-psa/reviews) — 3.9/5 stars (579 reviews)
- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1335 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1144 reviews)
- [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) — 4.5/5 stars (1865 reviews)
- [Certinia PS Cloud](https://www.g2.com/products/certinia-ps-cloud/reviews) — 4.3/5 stars (711 reviews)
- [Accelo](https://www.g2.com/products/accelo/reviews) — 4.4/5 stars (554 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 (789 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (747 reviews)

### Alternatives to Jira Service Management

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1335 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 (1865 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (778 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (747 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1144 reviews)
- [PagerDuty](https://www.g2.com/products/pagerduty/reviews) — 4.5/5 stars (953 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 (294 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4304 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)