Jira Service Management
Atlassian's service desk and ITSM platform for IT, HR and business teams, with request portals, SLAs, incident, problem and change management, assets and AI, priced per agent.
- Free plan
- Per-seat pricing
- Cloud
- AI features
- Independent sources
- Verified 23 Oct 2026Sources are dated on this profile
- 5 sourcesLinked, typed and dated
- Independent third-party sourcesHow this profile was compiled
- Not an endorsementStack18 has not tested this product
What is Jira Service Management?
Jira Service Management (JSM) is Atlassian's service desk and IT service management platform. It provides customer request portals, ticket queues, SLAs, automation, knowledge base, and, on higher plans, incident, problem and change management, asset management and AI via Rovo. Pricing is per agent per month with volume-based tiers: a free plan for up to 3 agents, Standard from about $20, Premium from about $51.42 and custom Enterprise pricing.
- Best forIT service desks that already use Jira or Confluence
- Team size fitSmall teams, Mid-size teams, Large enterprises
- PricingFree for up to 3 agents. Reported list prices per agent per month: Standard from about $20 and Premium from about $51.42 (at 75 agents); higher for small teams ($25 and $57.30 at 15 agents). Enterprise is custom. Free plan available.
- Main limitationChange management and advanced ITSM features require Premium, which costs about 2.5 times Standard.
- AlternativesZendesk, Freshdesk, Zoho Desk, Help Scout, Front
Jira Service Management overview: who it is for and what it does.
Jira Service Management grew out of Jira Service Desk and is built on the Jira work platform, which makes it a natural fit for organisations that already use Jira Software, Confluence or other Atlassian tools. It serves IT service desks first, with templates for ITSM, HR, legal and facilities, and it connects tickets to development work so incidents can become bugs and changes can link to releases. Customers submit requests through a portal, email or chat, and agents work queues with SLAs, automation and a knowledge base.
Atlassian prices JSM per agent, not per customer, and the price per agent falls as the agent count grows. Independent analysis of Atlassian's calculator reports Standard at $20 and Premium at $51.42 per agent per month at a 75-agent default, but $25 and $57.30 for the first 15 agents on monthly billing. The Free plan supports up to 3 agents with 2 GB of storage and limited features. Standard adds 250 GB of storage and a core service desk, while Premium adds advanced incident, problem and change management, asset management, unlimited storage, a 99.9 percent uptime SLA, 24/7 support for critical issues and Atlassian Rovo AI with a virtual service agent handling 1,000 conversations per month. Enterprise is custom, with a reported starting price of $168,500 a year for 201 to 300 agents.
Real costs depend on add-ons and limits. Reviewers note that change management arrives only on Premium, that Assets objects beyond the plan allowance cost $0.02 per object per month, that single sign-on requires Atlassian Guard Standard at about $4.20 per user per month, and that the Standard-to-Premium step is roughly 2.5 times the price. Teams that want a simple customer support inbox may find Zendesk or Freshdesk easier; teams that want ITSM tied to development workflows will find JSM a strong choice.
Main problem it solves
Gives IT, HR and business teams a structured service desk with request portals, SLAs and automation, tightly connected to Jira work so that incidents and changes flow to the teams who fix them.
Typical customer segment
IT service desks, DevOps and engineering teams, HR and facilities teams and organisations already using Atlassian products.
Target users
- IT service desk agents and managers
- DevOps and operations teams managing incidents and changes
- HR, legal and facilities teams handling internal requests
- Companies standardised on Jira and Confluence
Primary use cases
- IT service desk and request management
- Incident, problem and change management
- Internal HR and facilities requests
- Customer service portals and queues
- Asset and configuration management
- AI-assisted request deflection
What makes it distinct
- Native link between service tickets and Jira development work
- ITSM templates and incident, problem and change workflows
- Premium includes Rovo AI and a virtual service agent
- Free plan for up to 3 agents
Jira Service Management features explained.
Service desk and requests
- Request portal and queues
- Customers submit requests through a portal, email or chat, and agents work queues with templates for IT, HR and business teams.
- SLAs
- Service level agreements track response and resolution times; the Free plan lacks SLAs and Standard and above include them.
- Knowledge base
- A knowledge base lets customers find answers before raising requests.
- Automation
- Automation rules handle routing and routine updates, with Standard listed at 5,000 rule runs per month.
ITSM and operations
- Incident and problem management
- Advanced incident and problem management, along with AIOps capabilities, are Premium capabilities according to independent analyses.
- Change management
- Change management with approvals and risk assessment is gated to Premium, which is the main reason teams upgrade.
- Asset management
- Assets track hardware, software and configuration items, with 50,000 objects included on Premium and overage at $0.02 per object.
- Jira integration
- Tickets link to Jira Software issues so service teams and developers collaborate on the same work.
AI, security and administration
- Rovo AI and virtual service agent
- Premium includes Atlassian Rovo for AI search, chat and agents and a virtual service agent for 1,000 conversations a month.
- Single sign-on and access
- SSO requires Atlassian Guard Standard, priced at about $4.20 per user per month, and is not bundled in Free, Standard or Premium.
- Storage and uptime
- Storage is 2 GB on Free, 250 GB on Standard and unlimited on Premium, with a 99.9 percent uptime SLA and 24/7 critical support on Premium.
- Enterprise scale
- Enterprise supports multiple business units and subsidiaries with custom pricing and dedicated support.
Jira Service Management pricing and plans.
Figures reported consistently by independent sources; vendor page not reviewed directly. Checked 23 Oct 2026 against Unthread · Macha · Desk365.
Pricing model
Per agent per month by plan with volume-based tiers (price per agent falls as agent count rises), annual and monthly billing, free plan up to 3 agents, and custom Enterprise.
Free plan
Yes
Free trial
Not documented
Jira Service Management plans and prices (USD)
Free
$0 for up to 3 agents
Not applicable
2 GB storage; no SLAs or advanced automation; suited to small pilots.
Standard
About $20 per agent per month at 75 agents; about $25 for the first 15 agents on monthly billing (reported)
Annual or monthly
Up to 100,000 agents, 250 GB storage, SLAs, 5,000 automation rule runs a month and a basic Rovo experience.
Premium
About $51.42 per agent per month at 75 agents; about $57.30 for the first 15 agents on monthly billing (reported)
Annual or monthly
Adds incident, problem and change management, asset management, unlimited storage, Rovo AI, virtual service agent and 99.9% uptime SLA.
Enterprise
Custom; reported from $168,500 per year for 201 to 300 agents
Annual contract
For multiple business units, with larger limits and dedicated support.
Atlassian prices JSM with volume-based tiers, so the per-agent price depends on team size: its calculator defaults to 75 agents, which shows $20 for Standard and $51.42 for Premium, while a check on 22 Sep 2026 reported $25 and $57.30 for the first 15 agents on monthly billing. Some sources quote $23.80 to $24 for Standard and $48 to $53 for Premium on monthly or annual billing. Add-ons include Atlassian Guard Standard for SSO at about $4.20 per user per month, extra Assets objects at $0.02 each and virtual service agent conversations beyond the allowance. Treat all figures as reported list prices and confirm in Atlassian's calculator.
Prices change. Confirm current plans and terms on the vendor's site before you decide.
Visit official website (external) ↗See alternativesJira Service Management integrations, API and platforms.
Important integrations
- Jira Software
- Confluence
- Atlassian Rovo
- Atlassian Marketplace apps
Supported platforms
- Web
- Cloud
API
JSM exposes REST APIs through the Atlassian platform; details were not reviewed.
Data import and export
Import and migration tools were not separately reviewed.
Marketplace apps extend JSM and may carry extra fees. Individual integrations were not tested.
Balanced and sourced.
Each point cites a source. Editorial summaries are not customer reviews.
Strengths
- It ties service desk tickets to Jira development work, which suits DevOps and IT teams on Atlassian tools. [1]
- A free plan covers up to 3 agents, and Standard starts around $20 per agent at scale. [1]
- Premium bundles incident, problem and change management, asset management and Rovo AI. [4]
- The virtual service agent handles 1,000 conversations per month on Premium without extra cost. [4]
- Storage and uptime scale from 2 GB on Free to unlimited storage and a 99.9 percent SLA on Premium. [1]
Limitations
- Change management and advanced ITSM features require Premium, which costs about 2.5 times Standard. [3]
- The per-agent price depends on volume tiers, so the $20 figure often does not apply to small teams. [2]
- Single sign-on is not bundled and needs Atlassian Guard Standard at about $4.20 per user per month. [3]
- Assets objects beyond the plan allowance cost $0.02 each per month, adding to total cost. [3]
- The Free plan is capped at 3 agents and lacks SLAs and advanced automation. [1]
Best for
- IT service desks that already use Jira or Confluence
- DevOps teams that need incident and change management tied to code
- Teams that want a free pilot for up to 3 agents
May be less suited to
- Customer support teams that want a simple inbox with social and chat channels
- Small teams that need SSO and advanced ITSM on a tight budget
Alternatives to Jira Service Management.
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Explore →Jira Service Management compared with similar customer support software.
Summaries come from each profile. This is a side-by-side aid, not a ranking.
| Product | Pricing model | Free plan | Channels | Automation | AI features |
|---|---|---|---|---|---|
| Jira Service Management | Per agent, volume-tiered by plan | Yes (up to 3 agents) | Portal, email and chat; ITSM queues | Automation rules; 5,000 runs on Standard | Rovo AI and virtual service agent (Premium) |
| Chatwoot | Per agent by plan; Captain AI credits (usage-based) | Yes (Hacker, 2 agents) and free self-hosted edition | Live chat on free plan; all channels on paid plans | Automation rules and teams from Business | Captain AI assistant, copilot and triage (credits) |
| Crisp | Flat monthly price per workspace | Yes, 2 seats | Live chat and shared email inbox; omnichannel inbox on Essentials | Chat triggers and workflow builder (Essentials) | AI chatbot on Essentials and Plus, with usage limits |
| Freshchat | Per agent by plan; Freddy AI Agent billed per session | Yes (up to 10 agents) | Web chat free; WhatsApp, Messenger and others from Growth | Assignment rules, routing and workflows from Growth | Freddy AI Agent (sessions) and Copilot (add-on) |
| Freshdesk | Per agent per month; AI sessions extra | Free Program: 1-2 agents for 6 months | Email-first; multichannel via Omni | Automation and SLAs from Growth | Freddy AI Copilot and AI Agent add-ons |
| Freshservice | Per agent by plan; Freddy AI and Business Agent add-ons | No; 14-day trial | Service portal, email and chat for ITSM | Workflow and orchestration (metered by plan) | Freddy AI Copilot (add-on) and AI Agent (Enterprise) |
Jira Service Management head-to-head.
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Jira Service Management questions and answers
What is Jira Service Management?
Jira Service Management is Atlassian's service desk and ITSM platform. It offers request portals, queues, SLAs, automation, knowledge base, incident, problem and change management, asset management and AI, built on the Jira platform.
How much does Jira Service Management cost?
Atlassian lists a free plan for up to 3 agents. Independent analyses report Standard from about $20 and Premium from about $51.42 per agent per month at a 75-agent tier, with higher per-agent prices for smaller teams, such as $25 and $57.30 for the first 15 agents on monthly billing.
Is Jira Service Management free?
Yes, up to 3 agents with 2 GB of storage and limited features. It does not include SLAs or advanced automation, so it suits small pilots.
What is the difference between JSM Standard and Premium?
Premium adds advanced incident, problem and change management, asset management, unlimited storage, Rovo AI, a virtual service agent with 1,000 conversations per month and a 99.9 percent uptime SLA.
Does Jira Service Management include AI?
Premium includes Atlassian Rovo for AI search, chat and agents, and a virtual service agent. Standard receives a basic Rovo experience.
Is single sign-on included in Jira Service Management?
No. SSO requires Atlassian Guard Standard, reported at about $4.20 per user per month, in addition to the JSM plan.
Is Jira Service Management only for IT?
No. It includes templates for IT, HR, legal and facilities requests and can be used as a general service desk, though ITSM is its strongest area.
What are alternatives to Jira Service Management?
Common alternatives include Zendesk, Freshdesk, Zoho Desk, Help Scout and Front. Freshservice and ServiceNow compete in ITSM.
What integrations does Jira Service Management support?
Documented integrations and ecosystem items include Jira Software, Confluence, Atlassian Rovo, Atlassian Marketplace apps. API details: JSM exposes REST APIs through the Atlassian platform; details were not reviewed.
What are the limitations of Jira Service Management?
Change management and advanced ITSM features require Premium, which costs about 2.5 times Standard. The per-agent price depends on volume tiers, so the $20 figure often does not apply to small teams. Single sign-on is not bundled and needs Atlassian Guard Standard at about $4.20 per user per month.
Which platforms does Jira Service Management run on?
Jira Service Management is documented as available on: Web, Cloud.
When was the Jira Service Management profile last verified?
Sources for this profile were last reviewed on 23 Oct 2026. 5 sources are listed under Sources, and prices and plans can change, so confirm with the vendor.
Where this information comes from.
- Jira Service Management pricing in 2026 Unthread Third-party Accessed 23 Oct 2026
- Jira Service Management pricing explained Macha Third-party Accessed 23 Oct 2026
- Jira Service Desk pricing: does it offer value for money in 2026? Desk365 Third-party Accessed 23 Oct 2026
- Is Jira Service Management Premium worth it? A 2026 cost-benefit analysis Asset Management for Jira Third-party Accessed 23 Oct 2026
- Jira Service Management pricing CostBench Third-party Accessed 23 Oct 2026
Secondary-source profile. Vendor pages were not reviewed directly for this profile. Facts and prices are corroborated across independent third-party sources and may differ from the vendor's current pages. Confirm with the vendor before buying.
Atlassian's own pricing pages were not retrieved as text; this profile uses five independent 2026 analyses, one of which reports checking Atlassian's pages on 22 Sep 2026. Atlassian's volume-tiered pricing means per-agent figures vary with team size and billing term, so use Atlassian's calculator for a quote. Product behaviour was not tested.
Stack18 has not tested this product or received anything from the vendor for this profile. Editorial summaries of vendor information are not endorsements. Confirm details with the vendor before buying.
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