112 Ratings
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Score 8.1 out of 100
485 Ratings
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Score 8.3 out of 100

Feature Set Ratings

  • Jira Service Management (Jira Service Desk) ranks higher in 3 feature sets: Incident and problem management, ITSM asset management, Change management

Incident and problem management

7.7

Autotask PSA

77%
9.0

Jira Service Management (Jira Service Desk)

90%
Jira Service Management (Jira Service Desk) ranks higher in 7/7 features

Organize and prioritize service tickets

7.3
73%
28 Ratings
9.1
91%
78 Ratings

Expert directory

7.4
74%
22 Ratings
9.0
90%
2 Ratings

Service restoration

8.3
83%
18 Ratings
9.5
95%
2 Ratings

Self-service tools

8.0
80%
22 Ratings
8.1
81%
72 Ratings

Subscription-based notifications

8.0
80%
19 Ratings
10.0
100%
1 Rating

ITSM collaboration and documentation

7.0
70%
19 Ratings
8.9
89%
65 Ratings

ITSM reports and dashboards

8.0
80%
22 Ratings
8.2
82%
66 Ratings

ITSM asset management

7.1

Autotask PSA

71%
10.0

Jira Service Management (Jira Service Desk)

100%
Jira Service Management (Jira Service Desk) ranks higher in 3/3 features

Configuration mangement

7.0
70%
21 Ratings
10.0
100%
1 Rating

Asset management dashboard

6.7
67%
19 Ratings
10.0
100%
1 Rating

Policy and contract enforcement

7.8
78%
16 Ratings
10.0
100%
1 Rating

Change management

7.5

Autotask PSA

75%
8.0

Jira Service Management (Jira Service Desk)

80%
Jira Service Management (Jira Service Desk) ranks higher in 2/3 features

Change requests repository

7.4
74%
23 Ratings
8.7
87%
67 Ratings

Change calendar

7.0
70%
19 Ratings
6.5
65%
2 Ratings

Service-level management

8.2
82%
25 Ratings
8.9
89%
71 Ratings

Attribute Ratings

  • Jira Service Management (Jira Service Desk) is rated higher in 4 areas: Likelihood to Recommend, Likelihood to Renew, Usability, Support Rating

Likelihood to Recommend

7.6

Autotask PSA

76%
28 Ratings
9.0

Jira Service Management (Jira Service Desk)

90%
79 Ratings

Likelihood to Renew

9.0

Autotask PSA

90%
1 Rating
10.0

Jira Service Management (Jira Service Desk)

100%
1 Rating

Usability

9.0

Autotask PSA

90%
1 Rating
9.5

Jira Service Management (Jira Service Desk)

95%
2 Ratings

Support Rating

8.4

Autotask PSA

84%
8 Ratings
8.8

Jira Service Management (Jira Service Desk)

88%
48 Ratings

Likelihood to Recommend

Autotask PSA

In my opinion, Datto Autotask is exceptionally complicated to set up, manage, and use on a daily basis. I would think the target market for this product would be someone managing a team of 20 - 50 people, possibly more. In my experience, for it to run properly you will need to dedicate at least half an FTE to running this product in an organization of that size per month. I would not recommend it for companies with less than 10 people or for companies that value quick communication with their clients. I would not recommend it for companies using Datto's RMM product. The integration exists, but it is clearly a bolt-on. They were not developed together and they are slow to talk to each other. Frequently you cannot add details from RMM sessions into the PSA without manually copying the ticket number, and if the ticket is more than a week old, then you can't even find it with the ticket number.
Howard Rabb | TrustRadius Reviewer

Jira Service Management (Jira Service Desk)

It will be well suite for large Organization where many team members involved from various Geographical location's in a single project or program as that would help greatly with this Agile Project Management tool. And, its may not be the right option for small organizations and also less of the need for co-located teams as well.
Chris Guru | TrustRadius Reviewer

Pros

Autotask PSA

  • The graphical calculations on time spent on requests, how long they were open for, who worked on a ticket last.
  • Grouping by priority so you can determine easier what needs to be addressed sooner rather then later. This also helps if Account Management has conversations a technician is not aware of so they can prioritize efficiently.
  • The email updates that are sent out to the technicians so they are aware of upcoming or stale tickets.
Daniel J. Lewis | TrustRadius Reviewer

Jira Service Management (Jira Service Desk)

  • Integration with many of the most common tools companies are using (Slack, MS Teams, Salesforce, ... etc)
  • Natural workflow with Jira (as product development / project management tool) which makes the full fix and follow up of the tickets / issues very easy to follow
  • Allow multiple different entry points and work flows for as many different needs your teams / company have
Anonymous | TrustRadius Reviewer

Cons

Autotask PSA

  • To date, the maim area of improvement is the ability to allow for retrieving a ticket that may have inadvertently been deleted. At present there is no way to do this which at times can be frustrating.
  • The search function does leave something to be desired as it does require some specific wording to find what you're looking for.
Anonymous | TrustRadius Reviewer

Jira Service Management (Jira Service Desk)

  • Navigating through issues outside of a kan ban board can be confusing and task heavy.
  • It's easy to clutter up the tool. It could use some easy clean up capabilities.
  • User interface is decent, but could use work to make it more intuitive.
Anonymous | TrustRadius Reviewer

Pricing Details

Autotask PSA

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Starting Price

Autotask PSA Editions & Modules

Additional Pricing Details

Jira Service Management (Jira Service Desk)

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Starting Price

$0 per month

Jira Service Management (Jira Service Desk) Editions & Modules

Edition
Free$01
Standard$202
Premium$402
EnterpriseContact sales team
  1. per month
  2. per agent/per month
  3. none
Additional Pricing Details

Likelihood to Renew

Autotask PSA

Autotask PSA 9.0
Based on 1 answer
After using multiple products on the market, Autotask was intuitive and easy to manage.
Daniel J. Lewis | TrustRadius Reviewer

Jira Service Management (Jira Service Desk)

Jira Service Management (Jira Service Desk) 10.0
Based on 1 answer
No answer on this topic is available.

Usability

Autotask PSA

Autotask PSA 9.0
Based on 1 answer
The work flow is much better then other competitors
Daniel J. Lewis | TrustRadius Reviewer

Jira Service Management (Jira Service Desk)

Jira Service Management (Jira Service Desk) 9.5
Based on 2 answers
I gave JIRA a score of 9 since I am happy with the service it offers. I can easily see the SLA since it gives me visibility. I can pull up the reports I need. I can reach out to our clients using the PR ticket so it is hassle-free for me.
Mhatet Ramos | TrustRadius Reviewer

Support Rating

Autotask PSA

Autotask PSA 8.4
Based on 8 answers
They are fairly quick at returning a response to a problem and have been able to fix all issues for the most part.
Ashley Beal | TrustRadius Reviewer

Jira Service Management (Jira Service Desk)

Jira Service Management (Jira Service Desk) 8.8
Based on 48 answers
I have not used the technical support from Atlassian. In terms of online help and resources, they are a bit limited thus making it more of a challenge to troubleshoot issues and learn more functionality. There aren't a lot of resources available on the Atlassian site besides developer documents. It would be nice to have a blog or forum where users can get the help they need.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Autotask PSA

The portion of Autotask that we've used other companies for prior to using Autotask is the Endpoint Management. The Autotask Endpoint Management (AEM) portal integrates perfectly with their PSA/CRM tools. It's alerting features are much better than the above software as there aren't a bunch of superfluous and unneeded alerts. Instead, it only alerts for things that you specify that you want.Alerts aside, for the PSA/CRM, I don't have much to compare it to as Autotask was the first PSA we tried. It's hard to imagine a PSA having more features or doing a better job than Autotask.
Dan Gospe | TrustRadius Reviewer

Jira Service Management (Jira Service Desk)

Zendesk is a similar ticketing system that our organization used before JIRA Service Desk. The main drawback of Zendesk was that it can only be used as a cloud service. This means that our company data would be living on the internet at the hands of their security team. Another drawback of this is the price is significantly more expensive rather than hosting it yourself. Zendesk does have some additional features such as commenting on multiple tickets at once that JSD does lack. However, switching to JSD was significantly more cost effective because we have the ability and the infrastructure to host our own ticketing system, something that Zendesk could not provide. Ultimatley switching to JSD saved us money and allows the ability for integration with all of the other Atlassian Suite products that we use on a day to day basis.
Gary Smolyak | TrustRadius Reviewer

Return on Investment

Autotask PSA

  • We were able to identify the profitability of our entire client base.
  • We identified a loss of over 1 million dollars for time unbilled consultancy fees using metrics derived from Autotask.
  • Autotask helped us serve our client base in a professional manner, it's like having an entire department at your finger tips.
  • Autotask is the heartbeat of our operation.
Anonymous | TrustRadius Reviewer

Jira Service Management (Jira Service Desk)

  • It is definitely cheaper than Salesforce
  • It allows the IT service desk to be more organized and respond more quickly to tickets, which can save time for both agent and requester.
  • Some things are "not quite there" developmentally, so this means that internal IT will need to spend more time developing and testing the product.
Anonymous | TrustRadius Reviewer

Screenshots

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