# Compare Autotask PSA vs JIRA Service Management 2026 | Capterra

> Unsure of what to choose? Check Capterra to compare Autotask PSA and JIRA Service Management based on pricing, features, product details, and verified reviews.

Source: https://www.capterra.com/compare/223239-227102/Autotask-PSA-vs-JIRA-Service-Management

---

# Autotask PSA vs JIRA Service Management Features and Cost Comparison

Last updated March 15th, 2026

Provider data verified by our Software Research team, and reviews  
moderated by our Reviews Verification team.[Learn more](https://www.capterra.com/our-story/)

Your comparison:

Autotask PSAJIRA Service Management2/4 selected

[Autotask PSA](https://www.capterra.com/p/223239/Autotask-PSA/)[4.2 (155)](https://www.capterra.com/p/223239/Autotask-PSA/reviews/)

[JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[4.5 (762)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/)

[## Autotask PSA](https://www.capterra.com/p/223239/Autotask-PSA/)[4.2 (155)](https://www.capterra.com/p/223239/Autotask-PSA/reviews/)

Starting Price

Contact vendor

Value-for-Money

4

Functionality

4.2

Ease of Use

3.9

Customer Service

4.1

Reviews Sentiment

Based on [155 reviews](#user-reviews)

Positive

128

Neutral

22

Negative

5

[## JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[4.5 (762)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/)

Starting Price

$20.00/month

Value-for-Money

4.3

Functionality

4.5

Ease of Use

4.2

Customer Service

4.3

Reviews Sentiment

Based on [762 reviews](#user-reviews)

Positive

699

Neutral

48

Negative

15

## Summary

* * *

Key features rated by users

Features selected based on 5,698 reviews from it management software users.  
about the Fit Score methodology.

Fit Score methodology

Our Fit Score reflects how reviewers rate a product’s performance against a set of features reviewers rate as most important. A higher score indicates the product is rated better in delivering what reviewers most care about.

  

If the Fit Score is not shown for a specific product, that only means there are currently not enough relevant data points to develop a meaningful score. It does not indicate that the product should be excluded from further evaluation. Best for Methodology

\--%Fit

Missing features

Feature ratings

Patch Management

NA

Server Monitoring

NA

Real-Time Monitoring

NA

Remote Access/Control

NA

Remote Monitoring & Management

4.0

63%Fit

Missing features

Feature ratings

Patch Management

4.3

Server Monitoring

NA

Real-Time Monitoring

4.5

Remote Access/Control

NA

Remote Monitoring & Management

5.0

User satisfaction

User satisfaction

4.2

User reviews[155](https://www.capterra.com/p/223239/Autotask-PSA/reviews/)

Ease of use

3.9

Functionality

4.2

Value for money

4.0

Customer support

4.1

User satisfaction

4.5

User reviews[762](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/)

Ease of use

4.2

Functionality

4.5

Value for money

4.3

Customer support

4.3

Price starts from

Price starts from

\--

-   Free version
-   Free trial

Price starts from

$20Per User, Per Month

-   Free version
-   Free trial

Best for

Best for

Not provided by vendor

Best for

Jira Service Management is used by IT support teams, IT operations departments, HR departments, engineering teams, facilities managers, and enterprise organizations.

## User reviews

Pros & cons

JJ

Jacques J.

Director

> "Autotask PSA allows me to manage support tickets, company contracts, and client communication all within a single..."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___7004839)

DR

Denuka R.

Operations Manager

> "The UI feels dated in places, and some screens aren’t as intuitive as they could be, especially when you’re moving..."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___7054857)

SJ

Simon J.

Senior System Engineer

> "Autotask PSA streamlines service delivery with great ticket automation, solid reporting, and seamless billing."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___6840326)

JJ

Jacques J.

Director

> "In addition, the lack of native integration with Xero Online accounting is a missed opportunity, especially for..."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___7004839)

DR

Denuka R.

Operations Manager

> "What I liked most about Autotask PSA is how well it integrates different parts of the business into one platform."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___7054857)

DR

Denuka R.

Operations Manager

> "It works, but it doesn’t always feel smooth, and sometimes you spend more time trying to clean up the layout than..."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___7054857)

DR

Denuka R.

Operations Manager

> "My overall experience with Autotask PSA has been very good. Once everything was configured to suit the business,..."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___7054857)

DM

David M.

Support Engineer

> "Doesn't link well with the inventory of computers. "

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___7054535)

SS

Shawn S.

Senior Systems Administrator

> "We were starting to outgrow and hit limitations of BMS, but now that we are using Autotask we feel we have a PSA..."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___6827576)

DM

David M.

Support Engineer

> "The invoice designer is not awesome. "

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___7054535)

JJ

Jacques J.

Director

> "Its contract management functionality is unmatched and absolutely essential for MSPs handling multiple Microsoft..."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___7004839)

KS

Koos S.

CTO

> "Before Kaseya acquired Autotask it was very slow at times and looked old, but that's part of the past."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___7004812)

RG

Randy G.

AVP - Systems Administrator

> "Additionally, it highlights issues and allows us to address them more quickly while also helping us track our work."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___6813581)

DG

David G.

Technicien

> "There are many visual and textual elements that pollute the display because they are useless."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___6386778)

JJ

Jacques J.

Director

> "I also appreciate how customisable the platform is, especially when configuring ticket and company views to match..."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___7004839)

IB

Isaac B.

Intern Sales Responsible

> "The UI/UX should be improved, because a lot of actions a user has to take doesn't make any sense (for example : a..."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___4964317)

DM

David M.

Support Engineer

> "It has been a learning curve for our very small shop. But we couldn't live without it now. "

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___7054535)

JK

Jeremey K.

Operations Director

> "I am just comparing it to Teamwork Desk(More of a ticketing system than actual PSA), but out of the box, Autotask..."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___4808154)

BC

Brian C.

Support Manager

> "I also love the ability to customize ticket templates and place valuable related data like related ITGlue articles..."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___4829537)

IB

Isaac B.

Intern Sales Responsible

> "Implantations and Integrations are hard, sales process isn't logical and I even had to patch some intern process..."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___4964317)

PM

Philip M.

Director of Professional Services

> "How well it matched our ticketing process and improved capabilities. "

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___7004811)

Kevin H.

Head of Projects

> "The project management features in Autotask still feel neglected and lack many features now considered to be basic..."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___4871744)

VL

Vince L.

Director Application Development

> "Overall it is a great system and once gotten used to it and adhering to the configurations and setups of companies..."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___6631364)

DG

David G.

Technicien

> "Smartphone app even worse than the web version"

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___6386778)

SB

Steven B.

Service Delivery Manager

> "The online chat support staff were both knowledgeable and accessible during regular business hours in New Zealand..."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___4966985)

DG

David G.

Technicien

> "Not ergonomic"

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___6386778)

Ravi B.

CEO

> "We're able to leverage heavily ticket automation in autotask resulting in a very high revenue per technical..."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___5016607)

FO

Francis O.

Cloud Infrastructure Engineer

> "Unable to search keywords on the application and get results"

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___4808079)

BP

Brittany P.

Desktop Support Technician

> "I have used multiple PSA resources and this is by far my favorite."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___6699423)

Kevin H.

Head of Projects

> "The user interface is outdated which can make the platform difficult to use and configure."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___4871744)

IB

Isaac B.

Intern Sales Responsible

> "As a PSA system, Autotask is working wonderfully for its ticketing system and contract management."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___4964317)

Kevin H.

Head of Projects

> "The procurement section is also cumbersome and lacks the flexibility needed by most businesses."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___4871744)

Kevin H.

Head of Projects

> "We use APIs to solve problems that can't be solved inside Autotask."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___4871744)

Jamie G.

IT Manager

> "When the options aren't customisable at all it really does hinder you."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___4970625)

MW

Monica W.

Project Manager III

> "Easy to access data and features. "

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___7005216)

NF

Nick F.

Customer Success Specialist

> "Integration with Quickbooks online does not work as hoped for"

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___4966763)

MW

Monica W.

Project Manager III

> "Easy to develop and generate reports."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___7005216)

JS

Jordan S.

Quality Assurance Manager

> "It can be cumbersome to find exactly where to adjust something on the backend."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___6062961)

MT

Micheal T.

Marketing Director

> "Autotask PSA has brilliant and easy to use features."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___6235046)

ID

Ivan D.

Managing Partner

> "There is the risk of losing yourself customizating worflows and tickets with a lot of detail, to later realize a..."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___4478621)

RP

Rahul P.

PreSales Solution Consultant

> "Centralized business operations management tool which can increase your productivity and profitability."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___4964188)

DG

David G.

Technicien

> "Not intuitive"

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___6386778)

Kavindu Githsara K.

System Specialist

> "The centralization of data, scheduling, resource management, and integration capabilities are all great features..."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___4667339)

DG

David G.

Technicien

> "Not user friendly"

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___6386778)

Kevin H.

Head of Projects

> "Autotask is infinitely customisable so almost any business problem can be solved."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___4871744)

SC

Samson C.

Operations Manager

> "Billing integration can be flaky at times and needs work in our option"

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___3698936)

JS

Jordan S.

Quality Assurance Manager

> "The overall presentation, use and customization of Autotask is what I appreciate most."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___6062961)

VR

Verified Reviewer

President

> "The KB section makes it hard to add images."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___3533992)

RP

Rob P.

CEO

> "We manage our customer contacts and tickets through the system and after initial setup it has been easy and..."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___3612601)

RP

Rob P.

CEO

> "They changed to a dashboard system at login and frankly it is not that useful to us."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___3612601)

EH

Ewan H.

Senior Solutions Consultant

> "It's been fantastic for managing service desk requests and incidents."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___5062766)

VR

Verified Reviewer

President

> "The design feels dated and not as intuitive as other solutions we've tried and in spite of several new releases,..."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___2959252)

VK

Victor K.

Systems Administrator

> "What I like most about the Autotask PSA is the workflow rules."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___6022857)

VR

Verified Reviewer

Consultant

> "Little bit confusing at the begining. But soon I catch it up."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___3540649)

JO

Joshua O.

Infrastructure Engineer

> "This is one of the best IT service management I have used so far, very easy to use."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___6508357)

SA

Sunil A.

President

> "Does not provide a good Calendar view for Work distribution and management (It is crucial)"

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#SoftwareAdvice___3189860)

CH

Chris H.

General Manager

> "You can manage all aspects of an MSP business here with billing integrations available to close the loop."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___3566387)

VR

Verified Reviewer

President

> "Hard to use."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___3533992)

YB

Yvonne B.

Service Co-Ordinator

> "I absolutely love AutoTask - it's easy to work with and manage tickets effectively."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___6129405)

JD

Joe D.

President

> "Horrible"

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___3433540)

ID

Ivan D.

Managing Partner

> "It allows us to reflect our specific needs on the app, and avoid mistakes."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___4478621)

MR

Mahesh R.

Assistant Manager - Service Delivery

> "The report generation is a little slow sometimes."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___2539590)

IB

Isaac B.

Intern Sales Responsible

> "Ticketing system is working woderfully."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___4964317)

TS

Tyler S.

CEO

> "The worst support out of any software/service we use."

[See full review](https://www.capterra.com/p/223239/Autotask-PSA/#Capterra___2690116)

[View Reviews](https://www.capterra.com/p/223239/Autotask-PSA/reviews/)

RK

Raul K.

Group Director of Technology

> "It has a wide range of API integrations, and has excellent tools such as Confluence, Jira Software and Kanban boards that make the whole..."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7037998)

AP

Adam P.

Managing consultant

> "The main drawback for me was the complexity that comes with its flexibility. While the customisation options are powerful, they can make..."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7051744)

EW

Emma W.

Marketing Manager

> "What I really like about Jira is the ability to create multiple boards for different teams, which keeps workstreams clearly organized..."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7099822)

DG

Damian G.

CTO

> "Due to specific usage in company im missing a feature of sth like saving specifics tickets in kind of folder just to me or tags for..."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7112861)

KP

Katrina P.

IT Analyst

> "It has a lot of tools like Scrum and Kanban boards, backlogs, and customizable workflows"

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7049569)

SR

Shilpa R.

QA

> "Unable to create folders or sub folders within the test cycles like how we can create for test cases in the repository"

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7026090)

ES

Elias S.

Marketing Coordinator

> "I like how Jira Service Management streamlines project management, support tickets, prioritization, and SLA tracking in one efficient..."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7005112)

EW

Emma W.

Marketing Manager

> "One challenge I’ve experienced with Jira is that, as a ticket submitter, it can be difficult to easily find and keep track of all the..."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7099822)

VR

Verified Reviewer

Sr People Ops

> "Overall, It's a good experience and teams definitely need a platform to receive their tickets and distribute workload among members...."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7041624)

MG

Mike G.

Member of Technical Staff

> "Sometimes moving item and assigning it to different sprint from a service request is not the most convenient."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7077044)

VR

Verified Reviewer

Junior Software Engineer

> "We can set up a new portal in minutes for every new project and easily tie the tickets to our internal Jira Software projects keeping..."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6329273)

EW

Evelyn W.

IT Assistant

> "Permission layers and admin tabs are confusing, automation rules need many clicks, and no quick auto-close after few days"

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6803804)

FH

Freda H.

VP Sr. Manager Operations Technology

> "Overall JIRA service management allows increase in production, a service orientated infrastructure emerged while the company continued..."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6667712)

Hameeda T.

Technical Analyst

> "Some advanced features are hard to configure without technical knowledge and the interface can feel cluttered"

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7113498)

HN

Harshad N.

Technical Support Expert

> "Jira service management is one of the effective tools for managing and tracking the product's internal progress and reports based on..."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6703913)

EW

Emma W.

Marketing Manager

> "They don’t always appear in my recent items, which makes visibility and follow-up more time-consuming than it should be."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7099822)

KP

Katrina P.

IT Analyst

> "It allows for easy project management and helps to identify bugs/issues."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7049569)

DM

David M.

Director, Human Resources

> "It's very difficult to be the "administrator" and look at current tickets for your teams/staff and how many were completed, in-progress,..."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6784296)

AM

Antti M.

Product Owner

> "In no time you can set up a basic customer support flow, and with time you can get highly automated customer support flows."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6828649)

JaK

Jarosław K.

Director of Support Services

> "This product is also rarely able to cover your scenarios to the full unless you have an engineer ready to create 3rd party applications..."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6711708)

EAJ

Esami Allan J.

Web Developer

> "My favorite feature about Jira Service Management is automation which streamline the entire workflow ,improving efficiency."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6856000)

VR

Verified Reviewer

Consultant

> "Perhaps too many customization options break peoples back."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6888015)

Eric T.

Director, Digital Transformation

> "As a Atlassian shop, it was easy to integrate, provision and manage JIRA Service Management within the Atlassian platform."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7086242)

Swathi J.

Software Developer

> "Pricing is getting expensive, and reporting is flexible but can be unintuitive without add-ons."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6844026)

Swathi J.

Software Developer

> "It helps me customize workflows and automate repetitive tasks, improving the overall team efficiency."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6844026)

HH

Houcem H.

CISO

> "The biggest downside is that customization, while powerful, can be overly complex for non-technical users."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6622104)

FH

Freda H.

VP Sr. Manager Operations Technology

> "Teams created and developed workflows with out of the box capabilities provided Intergrations of apps that prove to be necessary to..."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6667712)

MP

Mario P.

QA Engineer

> "The user interface is not as intuitive as I’d like, and some tasks take more clicks than necessary."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6622705)

RM

Robert M.

Cybersecurity Engineer

> "Provide great dashboards and reports that gives data needed for decision making about service operations .Its"

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6862158)

AM

Antti M.

Product Owner

> "The Atlassian products don’t have that Atlassian-feel anymore to be honest."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6828649)

AP

Adam P.

Managing consultant

> "how well it brought structure and visibility to complex service workflows."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7051744)

CS

Carlos S.

Quality Engineer

> "The lack of possibility to integrate with sharepoint domain."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6474886)

RR

Richard R.

IT Manager

> "Overall as a starting point, it worked, but the group as a whole needed a more elaborate solution with a focus on more detailed..."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6846976)

NR

NehA R.

QA Manager

> "Sometimes, Jira shows loading issues when opening attachments"

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6673404)

PS

Paola S.

product designer

> "the most awesome about JIra Service Management is the design and the clarity of section of timing and scalable map of projects"

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6744026)

AM

Alex M.

IT Service Manager

> "Compared to the other Atlassian products this is on the much more expensive side as you require more-and-more agents."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6441994)

LN

Luciano N.

Senior Film Technician

> "Really good and easy, ticketing is good and being able to allocate work & comments are helpful over long periods of time"

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7109408)

AP

Amitabh P.

Technical support engineer

> "Little bit complicated platform with excessive options."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6577373)

RM

Robert M.

Cybersecurity Engineer

> "Offer robust features that helps to improve the customer experience and reduces workload on customer support team."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6862158)

Naveen C.

Senior Technical Manager

> "Pricing is a bit concern for businesses with limited budgets."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6640468)

Eric T.

Director, Digital Transformation

> "Being able to tie KBs to the customer interface is extremely helpful."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7086242)

RA

Ruchir A.

Cloud Support Engineer

> "Searching for issues becomes challenging sometimes"

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6284188)

Edward K.

App Integrations Specialist

> "The product can be configured in many different ways to support your requirements, and it's good value for small teams."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7004161)

MM

Madilyn M.

Senior Research Associate

> "There is a lot going on with different boards, timelines, and tickets so it can be easy to lose track of everything and for things to be..."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6118182)

Chris B.

Support Specialist

> "The integration into Slack was very helpful for communication among teammates."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7041344)

HN

Harshad N.

Technical Support Expert

> "Extremely costly for small organizations to buy and manage."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6703913)

MG

Mike G.

Member of Technical Staff

> "You can easily create and assign IT service request."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7077044)

VR

Verified Reviewer

HelpDesk N1

> "For example, some users have reported that it can be difficult to set up and configure initially, especially for organizations with..."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___4782124)

JM

Jessica M.

Customer Service

> "The automation features and customizable workflows have streamlined our processes and improved our response times significantly."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6646556)

MK

Marta K.

Head of Delivery

> "Another rather annoying thing is the vagueness of the agents' assignments which determines how much we pay for licenses."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___4777944)

TF

Tom F.

Customer Marketing Specialist

> "Strong functionality for handling service requests, able to handle multiple issues."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6762108)

NT

Nathan T.

Network Infrastructure Manager

> "It's very difficult to setup requires alot of time and effort and the software is not userfriendly so if you're implenting for a team..."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___4873006)

JH

Julio H.

It analyst

> "Reliable tool for handling IT service requests and incidents. Once you get past the initial setup, it’s very efficient and helps improve..."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6665532)

FV

Filippo V.

CTO

> "It is very difficult to set up."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6796996)

GT

Gary T.

Cloud Architect

> "How well it integrates with the broader Atlassian ecosystem (like Confluence and Jira Software)"

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6795896)

EW

Evelyn W.

IT Assistant

> "But learning part is rough."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6803804)

KS

Katie S.

Operations Manager

> "I think if they had a quick start guide for collaborative inbox, it would be a great tool for small businesses."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6881662)

Sugam P.

Project Manager

> "It feels extremely slow because there are so many repeating, mainly identical empty fields that must be filled out repeatedly."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___5054864)

MJ

Michael J.

Digital Marketer

> "Native integration with Jira Software is a big plus for dev-related issues."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6819276)

GM

Gilberto M.

Technical Product Manager

> "The setup interface is clunky and unintuitive at times, for all the benefits of being a part of the Atlassian environment, it suffers..."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___3681639)

Marko S.

Director

> "I have managed to segment everything, from IT aspects to our forecasting aspects in no time."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7006258)

Mike S.

IT Especialist

> "Despite its many advantages, JIRA Service Management can be complex and difficult for new users to learn."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___4793217)

AF

Adrian F.

CTO

> "The customizable workflows and powerful search functionality make it a must-have for IT teams."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6481012)

DS

Dayley S.

Web Developer

> "There’s always an issue when adding bulleted lists! When starting a paragraph underneath it always seems to indent it."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___4928971)

JaK

Jarosław K.

Director of Support Services

> "The framework is flexible and allows it to be modified or extended through the application of 3rd party scripts or plugins."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6711708)

Mark H.

Senior Administrator

> "Features in the cloud version are sometimes spotty, and guidance is inconsistent."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___4813140)

AH

Aaron H.

Sales and Inventory Analyst

> "The platform can scale from small teams to large enterprises, making it suitable for organizations of various sizes."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6551147)

FJ

Frank J.

Network Architect

> "Some working flow is not flexsible for me， not sure whether it is a configuration issue or not？"

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6141330)

JH

Julio H.

It analyst

> "The customizable workflows and automation features save a lot of time and help keep everything organized."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6665532)

KB

Kirstin B.

VP Content Strategy

> "I have yet to meet a system that we cannot integrate into our jira instance."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___5001509)

AP

Amitabh P.

Technical support engineer

> "It is extremely helpful product to know the developement and bugs related progress and to keep track on all the ongoing information."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6577373)

TT

Terry T.

IT asset manager

> "The out of box feature in this module was not useful for my purposes."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6082284)

Chris B.

Support Specialist

> "Being able to sort by feature and project was very nice."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7041344)

KB

Kirstin B.

VP Content Strategy

> "Setting up the workflow design is a little overwhelming for a novice user."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___5001509)

Chris B.

Support Specialist

> "Creating and updating tickets were both really easy."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___7041344)

MF

MARITZA F.

BILLER

> "SOME TIMES WE CAN NOT TO CONNECT TO THE SUPPORT"

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6104781)

PA

Peter A.

IT Asset,Configuration Manager, Service Catalog and Knowledge Manager

> "I like the fact that you pick a ticket and find all related tickets or related dependency services being affected by the incidence..."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6584366)

YS

Yuval S.

IR Analyst

> "The colors are boring, they can add more life to it."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6118822)

CF

Carlos F.

Endpoint System Administrator

> "With the seamless tools imbedded in the program, it has enhance our productively and user communication."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___6496603)

BD

Bishal D.

Backend Developer

> "It was costly for us when we used it for the startup company."

[See full review](https://www.capterra.com/p/227102/JIRA-Service-Management/#Capterra___5097214)

[View Reviews](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/)

## User interface

[Autotask PSA](https://www.capterra.com/p/223239/Autotask-PSA/)

4.25 (155)

4.47 (762)

## Connect with a Capterra advisor for a free 15-minute consultation

Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs.

### Features

Do these products fit your needs?

Prioritize real-user-identified key features according to your needs to find your best fit.

\--% Fit

vs

\--% Fit

Access Controls/Permissions

207

Important

Activity Tracking

150

Important

AI Copilot

120

Important

Autotask PSA

22/37

-   Access Controls/Permissions
-   Activity Tracking
-   AI Copilot
-   AI/Machine Learning
-   Alerts/Notifications
-   API
-   Audit Trail
-   Capacity Management
-   Compliance Management
-   Configuration Management
-   Dashboard
-   Data Import/Export
-   Event Logs
-   Generative AI
-   Incident Management
-   Issue Auditing
-   IT Asset Management
-   IT Asset Tracking
-   IT Reporting
-   Knowledge Management
-   License Management
-   Maintenance Scheduling
-   Patch Management
-   Personalization and Recommendation
-   Process/Workflow Automation
-   Real-Time Monitoring
-   Real-Time Notifications
-   Remote Access/Control
-   Remote Monitoring & Management
-   Security Tools
-   Self Service Portal
-   Server Monitoring
-   Service Level Agreement (SLA) Management
-   Single Sign On
-   Task Management
-   Third-Party Integrations
-   Ticket Management

[See all features](https://www.capterra.com/p/223239/Autotask-PSA/#features)

JIRA Service Management

Top features

25/37

-   Access Controls/Permissions
-   Activity Tracking
-   AI Copilot
-   AI/Machine Learning
-   Alerts/Notifications
-   API
-   Audit Trail
-   Capacity Management
-   Compliance Management
-   Configuration Management
-   Dashboard
-   Data Import/Export
-   Event Logs
-   Generative AI
-   Incident Management
-   Issue Auditing
-   IT Asset Management
-   IT Asset Tracking
-   IT Reporting
-   Knowledge Management
-   License Management
-   Maintenance Scheduling
-   Patch Management
-   Personalization and Recommendation
-   Process/Workflow Automation
-   Real-Time Monitoring
-   Real-Time Notifications
-   Remote Access/Control
-   Remote Monitoring & Management
-   Security Tools
-   Self Service Portal
-   Server Monitoring
-   Service Level Agreement (SLA) Management
-   Single Sign On
-   Task Management
-   Third-Party Integrations
-   Ticket Management

[See all features](https://www.capterra.com/p/227102/JIRA-Service-Management/#features)

### Recognition

No recognitions have been awarded to Autotask PSA

No recognitions have been awarded to JIRA Service Management

### Deployment & support

Autotask PSA

Deployment

-   Cloud, SaaS, Web-Based
-   Desktop Mac
-   Desktop Windows
-   Desktop Linux
-   On-Premise Windows
-   On-Premise Linux
-   Desktop Chromebook
-   Mobile Android
-   Mobile iPhone
-   Mobile iPad

Support

-   Email/Help Desk
-   FAQs/Forum
-   Knowledge Base
-   Phone Support
-   24/7 (Live rep)
-   Chat

Training

-   In Person
-   Live Online
-   Webinars
-   Documentation
-   Videos

JIRA Service Management

Deployment

-   Cloud, SaaS, Web-Based
-   Desktop Mac
-   Desktop Windows
-   Desktop Linux
-   On-Premise Windows
-   On-Premise Linux
-   Desktop Chromebook
-   Mobile Android
-   Mobile iPhone
-   Mobile iPad

Support

-   Email/Help Desk
-   FAQs/Forum
-   Knowledge Base
-   Phone Support
-   24/7 (Live rep)
-   Chat

Training

-   In Person
-   Live Online
-   Webinars
-   Documentation
-   Videos

### Company Details

Autotask PSA

-   By Kaseya
-   Located in United States
-   Founded in 2004

JIRA Service Management

-   By Atlassian
-   Located in United States
-   Founded in 2013

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[JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[4.47 (762)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/)

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[Autotask PSA](https://www.capterra.com/p/223239/Autotask-PSA/)[4.25 (155)](https://www.capterra.com/p/223239/Autotask-PSA/reviews/)

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Price

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Features

4.4

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Ease of Use

4.6

[View full comparison](https://www.capterra.com/compare/207618-223239/Syncro-vs-Autotask-PSA)

[JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[4.47 (762)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/)

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[Autotask PSA](https://www.capterra.com/p/223239/Autotask-PSA/)[4.25 (155)](https://www.capterra.com/p/223239/Autotask-PSA/reviews/)

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