What users are saying about
112 Ratings
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Top Rated
2509 Ratings
112 Ratings
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Score 8.1 out of 100

Jira Software

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Top Rated
2509 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.3 out of 100

Feature Set Ratings

    Incident and problem management

    7.7

    Autotask PSA

    77%

    Jira Software

    Feature Set Not Supported
    N/A
    Datto Autotask PSA ranks higher in 7/7 features

    Organize and prioritize service tickets

    7.3
    73%
    28 Ratings
    N/A
    0 Ratings

    Expert directory

    7.4
    74%
    22 Ratings
    N/A
    0 Ratings

    Service restoration

    8.3
    83%
    18 Ratings
    N/A
    0 Ratings

    Self-service tools

    8.0
    80%
    22 Ratings
    N/A
    0 Ratings

    Subscription-based notifications

    8.0
    80%
    19 Ratings
    N/A
    0 Ratings

    ITSM collaboration and documentation

    7.0
    70%
    19 Ratings
    N/A
    0 Ratings

    ITSM reports and dashboards

    8.0
    80%
    22 Ratings
    N/A
    0 Ratings

    ITSM asset management

    7.1

    Autotask PSA

    71%

    Jira Software

    Feature Set Not Supported
    N/A
    Datto Autotask PSA ranks higher in 3/3 features

    Configuration mangement

    7.0
    70%
    21 Ratings
    N/A
    0 Ratings

    Asset management dashboard

    6.7
    67%
    19 Ratings
    N/A
    0 Ratings

    Policy and contract enforcement

    7.8
    78%
    16 Ratings
    N/A
    0 Ratings

    Change management

    7.5

    Autotask PSA

    75%

    Jira Software

    Feature Set Not Supported
    N/A
    Datto Autotask PSA ranks higher in 3/3 features

    Change requests repository

    7.4
    74%
    23 Ratings
    N/A
    0 Ratings

    Change calendar

    7.0
    70%
    19 Ratings
    N/A
    0 Ratings

    Service-level management

    8.2
    82%
    25 Ratings
    N/A
    0 Ratings

    Attribute Ratings

    • Datto Autotask PSA is rated higher in 1 area: Usability
    • Jira Software is rated higher in 2 areas: Likelihood to Recommend, Support Rating
    • Datto Autotask PSA and Jira Software are tied in 1 area: Likelihood to Renew

    Likelihood to Recommend

    7.6

    Autotask PSA

    76%
    28 Ratings
    8.6

    Jira Software

    86%
    178 Ratings

    Likelihood to Renew

    9.0

    Autotask PSA

    90%
    1 Rating
    9.0

    Jira Software

    90%
    35 Ratings

    Usability

    9.0

    Autotask PSA

    90%
    1 Rating
    8.0

    Jira Software

    80%
    26 Ratings

    Availability

    Autotask PSA

    N/A
    0 Ratings
    5.3

    Jira Software

    53%
    6 Ratings

    Performance

    Autotask PSA

    N/A
    0 Ratings
    8.0

    Jira Software

    80%
    2 Ratings

    Support Rating

    8.4

    Autotask PSA

    84%
    8 Ratings
    8.7

    Jira Software

    87%
    41 Ratings

    Online Training

    Autotask PSA

    N/A
    0 Ratings
    8.0

    Jira Software

    80%
    1 Rating

    Implementation Rating

    Autotask PSA

    N/A
    0 Ratings
    9.0

    Jira Software

    90%
    2 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 Software

    The Jira software works well for managing scrum boards and allocating resources to a task. When your Epics and Issues are set up properly, it can give you a good idea of where your team stands and the trajectory of your project. It is not the ideal solution if you need to provide documentation and support to people outside of your product teams or organization. It would benefit from having a public documentation or repository feature.
    Anonymous | 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 Software

    • Agile software development management and micromanagement with Scrum and Kanban.
    • Agile planning and agile management with Kanban boards and custom boards, for projects and daily work.
    • Agile and old-school bug tracking.
    • Helpful reports on work done, workload, time tracking, Scrum sprints, planned vs. executed, etc.
    • Super friendly setup on the cloud, with just one Gmail account (less than 2 minutes).
    • Powerful on-premise alternative for large companies.
    • You can mergen boards from different workflows!
    • Really free full edition for 10 users.
    Dustin Ghia | 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 Software

    • Management of the software is very difficult at times, although has improved.
    • Ability to manage resources is really non-existent, there are some plugins but they are ALL buggy (I've tested them all).
    • Better integration with Trello, would love to see this happen. Right now it's very clumsy.
    Jennifer Bland | 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 Software

    General

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

    Starting Price

    $10 per month

    Jira Software Editions & Modules

    Edition
    FreeFree
    Standard7.002
    Premium14.002
    EnterpriseContact Sales
    1. none
    2. Per User 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 Software

    Jira Software 9.0
    Based on 35 answers
    While there are no fundamental problems with JIRA, I'm unsure that I will be working myself very closely with users of Atlassian Confluence. The client base I am concerned with tend to be more integrated with Amazon, IBM BlueMix / Watson, open source LAMP/PHP (WordPress, MediaWiki) & those that rely on more proprietary CMS would tend to use Sharepoint not Confluence. JIRA seems to me to stand or fall with the rest of the Atlassian silo or suite, as it is not closely integrated with Sharepoint or mediawiki based reporting or knowledge management. Data interchange standards in this area are weak so Microsoft, open source LAMP projects using Phabricator, and Atlassian JIRA seem to be three distinct silos, with Amazon, Google & IBM offering their own tools for similar needs.
    Anonymous | TrustRadius Reviewer

    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 Software

    Jira Software 8.0
    Based on 26 answers
    JIRA Software is a pretty complex tool. We have a project manager for JIRA who onboarded us, created our board, and taught us the basics. I think it would have been pretty overwhelming to learn without her. JIRA offers so much functionality that I'm not aware of -- I constantly need to Google or ask others about existing features. Also, although they are all under the Atlassian umbrella, I find it difficult to switch between JIRA Software and Confluence.
    Elissa Bernstein | 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 Software

    Jira Software 8.7
    Based on 41 answers
    Our JIRA support is handled internally by members of our Product Support team. It is not supported by a 3rd party. Our internal support will always sent out notifications for downtime which is usually done on the weekend unless it is required to fix a bug/issue that is affecting the entire company. Downtime is typically 3-4 hours and then once the maintenance is complete, another broadcast email is sent out informing the user community that the system is now available for use.
    Anonymous | TrustRadius Reviewer

    Online Training

    Autotask PSA

    No score
    No answers yet
    No answers on this topic

    Jira Software

    Jira Software 8.0
    Based on 1 answer
    One of their strong points i stheir documentation. Almost all of the basic set up needed within JIRA is available online through atlassian and its easy to find and very precise. The more critical issues need to be addressed as well and hence the rating of 8 instead of a 9.
    Anonymous | TrustRadius Reviewer

    Implementation Rating

    Autotask PSA

    No score
    No answers yet
    No answers on this topic

    Jira Software

    Jira Software 9.0
    Based on 2 answers
    Take your time implementing Jira. Make sure you understand how you want to handle your projects and workflows. Investing more time in the implementation can pay off in a long run. It basically took us 5 days to define and implement correctly, but that meant smooth sailing later on.
    Bo Acimovic | 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 Software

    Jira Software has more integrations and has more features than many of its competitors. While some of its competitors do have better UI/UX than Jira Software, they have improved this greatly over time. Atlassian also acquired Trello years ago, so that adds better user interfaces to the system. They do also offer a pretty in-depth library of how to customize the platform that others don't.
    Anonymous | 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 Software

    • Jira has positively made our company's daily activities much better organized
    • With Jira we can track progress and follow up on tasks
    • Jira has great reporting tools which aggregate various data and give us a good overview of our teams capacity
    Alexander Delivlaev | TrustRadius Reviewer

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