Atera vs. Jira: An in-depth comparison for IT managers

If you’ve been on the market for an IT management tool, you’ve probably come across both Atera and Jira.

Atera and Jira share similar IT service management features, such as ticketing, asset management, and asset discovery. But while Jira focuses primarily on ITSM, Atera takes a broader (and more autonomous) approach to IT management.

The two platforms have their similarities and differences, and to help you understand them, we’ve created this article. We’ll break down how the two stack up across key areas like features, AI technology, pricing, interfaces, and overall value for IT teams.

Atera vs. Jira: An overview

Let’s start with a brief overview of Atera vs. Jira:

To clarify, Jira is not just one product; it offers a range of products for different business needs. Jira Service Management is the closest to Atera, so we’ll focus mainly on it in this comparison.

In G2’s comparison of Atera and Jira Service Management, we can see that most users found Atera easier to use, the support better, and it met the requirements better:

Here’s a link to the G2’s full comparison. With that said, let’s get started with the in-depth part of our article.

#1: Features and capabilities

Atera and Jira share similar ITSM features (e.g., a ticketing system and asset management), yet the two take different approaches to IT management.

Atera is an autonomous IT management tool with RMM software, patch management, remote access, ticketing, IT asset management, and scripting. At the core of Atera’s platform is our Agentic AI technology, which is capable of taking actions on behalf of technicians. More about this in the next section.

In comparison, Jira focuses entirely on the IT service management aspect of IT management. Its core features include service desk, asset management, and incident tracking, but it lacks native tools for remote monitoring, device management, and patching.

Jira’s feature set can be suitable for basic IT support, but for managing devices and resolving actual issues, it quickly falls short.

Atera not only supports ticketing and asset management, but it also delivers an end-to-end IT management solution.

#2: Agentic AI development

The strength of Atera lies in its Agentic AI technology, which powers our two autonomous IT agents: Robin and AI Copilot.

Jira also offers an AI assistant that helps automate service desk workflows, summarizes tickets, and suggests actions based on context. It’s safe to say that it’s helpful for speeding up ticketing workflows.

However, Jira’s AI operates as an assistant, not an autonomous agent, as it doesn’t take actions on your behalf.

Atera’s Robin doesn’t just respond to tier-1 support requests, but it’s capable of resolving actual issues. Think of common tasks like solving printer issues, resetting passwords, installing pre-approved software, or generating setup instructions; Autopilot can handle these just like a technician would.

With Autopilot delivering 24/7 IT support, up to 40% of your IT workload is instantly eliminated, and technicians can focus on strategic tasks that move the needle.

If an issue is too complex for Autopilot, it automatically escalates it to a human technician with the full context of the issue. This is where Copilot comes in handy…

Atera Copilot is technicians’ go-to IT companion for executing actions, running health checks, summarizing tickets, generating scripts, and more.

It learns about your IT environment in real-time, and you can give it account-specific tasks/questions, such as:

• “Why is this user’s laptop running slowly?”
• “Can you check if all Windows devices are up-to-date?”
• “Summarize this open ticket and suggest the next troubleshooting step.”
• “Run script to reduce load”

To conclude, Atera’s AI agents differ from Jira in that they not only assist users but also resolve real-world IT issues fully autonomously.

They’re already having a significant impact on organizations, and G2 even selected Atera as the #1 best AIOps tool, which is a testament to their effectiveness.

G2’s comparison of the best AIOps tools

#3: Pricing and value for money

Pricing is one of the key reasons many choose Jira. It’s affordable and gets the basic job done, but that’s not the whole story.

You need Jira’s Premium plan ($53.30/month) to get access to the service desk and asset management, which is the bare minimum for most IT teams.

However, even with the Premium plan, you still lack access to remote access, RMM, patch management, and true Agentic AI technology, all of which are critical for IT management.

For these features, you’re required to invest in additional third-party tools, which can skyrocket your total software cost.

At Atera, we take a different approach. Our transparent per-technician pricing plans include all key IT management features, meaning you don’t need to invest in additional third-party tools.

Our plans start as low as $149/month for IT departments, and with each plan, you can add unlimited endpoints without increasing the cost. 

#4: User interface and usability

User interface and usability can make or break your IT operation effectiveness, so it’s important to compare Atera and Jira Service Management here.

Based on G2’s comparison (which is based on actual user reviews), these are the ease-of-use scores of Atera and Jira:

Atera has one of the highest ease-of-use scores in the industry, which is thanks to our intuitive user interfaces.

From the ground up, Atera was built to be easy to use, and onboarding can be done in a matter of hours.

In comparison, Jira’s ease of use scores are slightly lower, and many customers have reported having difficulties using the platform.

In fact, all of Jira’s main cons on G2 are related to a steep learning curve or complex user interface:

Here’s a look at Jira Service Management’s admin dashboard:

Jira Service Management admin dashboard (via G2)

#5: Customer support and community

At Atera, reliable customer support is our number one priority. All users get access to a 24/7 live chat and email support, an extensive knowledge base, video tutorials, and an active IT community, where you can troubleshoot issues with other IT professionals.

For Jira, 24/7 support for all issues is only available on the Enterprise plan. The Premium plan also has 24/7 support, but only for critical issues.

The Standard plan has 9/5 regional support, and on the free plan, you need to rely on the Atlassian Community.

Jira support options on each plan

Many Atera customers think of the support as one of the strong points of our platform.

One G2 user said, “I’ve used the live chat a few times, they answer within 1 min, always able to help answer my questions and help solve problems.”

#6: Security and compliance

Both Atera and Jira adhere to industry standards, such as ISO/IEC 27001:2013 and ISO/IEC 27017:2015. Both platforms also have key security features, such as customizable roles, data encryption, multi-factor authentication (MFA), and audit logging. 

At Atera, our added security benefit is our AI agents, which do around-the-clock health checks on your devices. We take the security of our AI agents seriously.

Plus, with Autopilot installing and updating pre-approved software, you eliminate one of the most commonly exploited vulnerabilities: outdated software.

#7: User feedback and reviews

On G2 alone, Atera has gathered 880+ reviews with an average rating of 4.6 out of 5.0 stars. In comparison, Jira Service Management has received 900+ reviews with an average rating of 4.3 out of 5.0 stars.

It’s clear both platforms are loved, but for different reasons.

For Atera, the all-in-one functionality and our AI agents are loved by many. 

One G2 user described this and said, “Atera’s AI troubleshooting is a game-changer, helping us resolve issues 70% faster. The frequency of use is high because it combines RMM, PSA, and billing in one unified platform.”

For Jira, the ticketing system often comes up in reviews. One G2 user called it “reliable for tracking ticket escalations and tracking the ticket process.”

While Jira’s ticketing system is capable of a lot, it also comes with a steep learning curve, which is reported by many.

Atera’s AI ticketing system is also highly customizable, but the configuration process is easy, no matter your previous experience with our platform. 

Final verdict: Atera or Jira for your IT team?

If you’re part of an IT support team and need just the key service desk capabilities, Jira Service Management can be enough.

For IT teams requiring strong IT management capabilities under one platform, Atera is hard to beat. Plus, the added benefit of Atera is our AI agents, which take on manual and repetitive tasks fully autonomously.

Agentic AI is here to stay, and it’s changing how IT operations are managed. Instead of shying away from it, bring your organization to the modern age with Atera.

Interested in learning more? An easy step you can take is to sign up for Atera’s 30-day free trial, or get in touch with our sales team today.