# The best Jira Service Management alternatives

> The strongest alternatives to Jira Service Management, each scored on a published rubric, with what each really costs and when switching makes sense.

Published: 19 September 2026 · Updated: 19 September 2026 · Prices and figures verified: 18 September 2026 · By the help-desk.reviews team

This page was researched and drafted with AI assistance from the sources listed on it. We have not run hands-on tests of these products. Method: [How we review](https://help-desk.reviews/en-gb/how-we-review)

The best Jira Service Management alternative for most teams is a help desk that can serve employees and customers from one tool: Zoho Desk and Freshdesk are the cheapest, Zendesk the broadest, HubSpot Service Hub fits teams on HubSpot's CRM, and Help Scout suits small email-based desks.

Be clear about what you would give up. Jira Service Management is an IT service management tool, with change, incident and problem management and Assets built in, and none of the alternatives below is an ITSM product. They are customer service help desks that can also run an internal desk, with departments, light agents or Jira integrations. If you need ITSM processes, you are better off staying or choosing a dedicated ITSM tool; if you need customer-facing channels such as phone and WhatsApp, these are the stronger choice.

## Why teams look beyond Jira Service Management

- The headline prices of US$20 and US$51.42 per agent are averages at 75 agents; on monthly billing the first 15 agents cost US$25 or US$57.30 each.
- List prices rise on 13 October 2026 for new and existing subscriptions, with the first-band Standard price going to US$26.90.
- In the cloud it can no longer be bought on its own, only inside Atlassian Service Collection, launched on 7 October 2025.
- Self-hosting is ending: Data Centre was no longer sold to new customers from 30 March 2026 and becomes read-only on 28 March 2029.
- It has no native phone, SMS, WhatsApp or social channels for customer-facing support; phone runs through an Amazon Connect integration.

> **Scored on a public rubric, from prices and documents you can open.** Every score on this site comes from six published criteria: true cost with AI on, pricing transparency, AI as documented, access and switching, channels and languages, and data protection. The cost level is arithmetic on the vendor's list prices. Each price comes from one product database and links to its source, so every page agrees with every other page. The order of our lists is set by our editors and does not always follow the score. Rubric v1.0 · Scores rate list prices and public documentation. We have not run hands-on tests yet, and no page here claims we did. [Read the full method](https://help-desk.reviews/en-gb/how-we-review)

## The alternatives, ranked

### 1. Help Scout — 8.3/10

_Small teams that work mainly in email_

- **Price from:** US$25 per agent per month
- **Pricing model:** Per seat, plus AI usage
- **Free plan:** Yes
- **EU data hosting:** No

Help Scout is a shared inbox, live chat widget and knowledge base for small and mid-size support teams. Paid plans start at US$25 per user per month on annual billing, there is a free plan for up to 5 users, and its customer-facing AI agent costs US$0.75 per resolution with no charge when the customer still needs a person.

> Better than Jira Service Management for a small desk that works in email, with a free plan and a Jira integration on Plus.

**The catch:** Data is hosted in the United States only, and the prices on the pricing page are annual-billing prices: paying monthly costs US$30 instead of US$25 on Standard.

> **True cost at 10 agents (Plus):** US$450 a month for seats alone, US$825 a month with AI switched on.

[Read the review](https://help-desk.reviews/en-gb/reviews/help-scout) · [Pricing explained](https://help-desk.reviews/en-gb/pricing/help-scout) · [Alternatives](https://help-desk.reviews/en-gb/alternatives/help-scout)

### 2. Zoho Desk — 8.1/10

_Small and mid-size teams that want a complete help desk at a low per-user price_

- **Price from:** US$7 per agent per month
- **Pricing model:** Per agent seat
- **Free plan:** Yes
- **EU data hosting:** Yes

Zoho Desk is a ticketing help desk with email, social and WhatsApp channels, a help centre and a chat widget, sold as part of the wider Zoho suite. Paid editions start at US$7 per user per month on annual billing, there is a free plan for up to 3 users, and the Zia AI assistant is included from the Professional edition at US$23. Zia AI Agents come with a free monthly token allowance, but the price of usage beyond it is not published.

> Better than Jira Service Management for the lowest per-user price, with up to 50 departments on Enterprise to separate IT, HR and customer queues, and a Jira integration.

**The catch:** Below Professional there is no bundled generative AI: on Express and Standard, AI features need your own OpenAI or DeepSeek API key, billed by that provider. And once Zia AI Agents use up the free token allowance, they draw on AI credits whose price Zoho does not publish.

> **True cost at 10 agents (Professional):** US$230 a month for seats alone, US$230 a month with AI switched on.

[Read the review](https://help-desk.reviews/en-gb/reviews/zoho-desk) · [Pricing explained](https://help-desk.reviews/en-gb/pricing/zoho-desk)

### 3. Freshdesk — 8.0/10

_Budget-conscious teams that want EU hosting and a cheap per-agent entry price_

- **Price from:** US$19 per agent per month
- **Pricing model:** Per seat, plus AI usage
- **Free plan:** No
- **EU data hosting:** Yes

Freshdesk is Freshworks' help desk, sold in two versions: standalone Freshdesk for email ticketing, and Freshdesk Omni, which adds chat, phone and messaging. Freshdesk starts at US$19 per agent per month on annual billing and Omni at US$29. The Freddy AI Agent is sold in packs of 100 sessions for US$49, and a session is charged whether or not the AI solves the customer's problem.

> Better than Jira Service Management for a mixed internal and customer desk on a small budget, with a Jira integration and up to 5,000 free collaborators on Pro.

**The catch:** Freddy AI Agent sessions are used up whether or not the issue gets resolved, and the price per session is now several times what Freshworks' own June 2025 price list showed: US$49 per 100 sessions, against US$100 per 1,000 then.

> **True cost at 10 agents (Freshdesk Pro):** US$550 a month for seats alone, US$1,085 a month with AI switched on.

[Read the review](https://help-desk.reviews/en-gb/reviews/freshdesk) · [Pricing explained](https://help-desk.reviews/en-gb/pricing/freshdesk) · [Alternatives](https://help-desk.reviews/en-gb/alternatives/freshdesk)

### 4. HubSpot Service Hub — 7.5/10

_Teams already on HubSpot's CRM that want support tickets on the same customer records as sales and marketing_

- **Price from:** US$7 per agent per month
- **Pricing model:** Per seat, plus AI usage
- **Free plan:** Yes
- **EU data hosting:** Yes

HubSpot Service Hub is the customer service part of HubSpot's CRM: ticketing, shared inboxes, live chat, calling, a knowledge base and a customer portal, all on the same contact records as HubSpot's marketing and sales tools. Seats cost US$7 (Starter), US$90 (Professional) and US$150 (Enterprise) per seat per month on an annual commitment. Professional and Enterprise also require one-time onboarding at US$1,500 and US$3,500. The Breeze Customer Agent costs US$0.50 per resolved conversation, paid in HubSpot Credits.

> Better than Jira Service Management when support also serves customers your sales team manages in HubSpot, with native calling and agent-assist AI in every seat.

**The catch:** The advertised prices leave things out. Professional and Enterprise need one-time onboarding (US$1,500 and US$3,500), the Starter price of US$7 assumes an annual commitment against US$20 month to month, and the included credits cover only about 60 AI resolutions a month on Professional. If you hold other HubSpot hubs at a higher tier, every Core Seat is priced at that tier.

> **True cost at 10 agents (Professional):** US$900 a month for seats alone, US$1,120 a month with AI switched on.

[Read the review](https://help-desk.reviews/en-gb/reviews/hubspot-service-hub) · [Pricing explained](https://help-desk.reviews/en-gb/pricing/hubspot-service-hub)

### 5. Zendesk — 5.2/10

_Mid-size and enterprise teams that need phone, messaging and email in one tool_

- **Price from:** US$19 per agent per month
- **Pricing model:** Per seat, plus AI usage
- **Free plan:** No
- **EU data hosting:** Yes

Zendesk is a help desk for mid-size and large support teams that covers email, messaging, live chat, phone, WhatsApp, social channels and a help centre in one suite. Omnichannel plans start at US$55 per agent per month on annual billing, the Copilot agent-assist add-on costs US$50 per agent and must be bought for every seat, and AI agents are billed per automated resolution under rules that Zendesk's own pricing page and help centre currently describe differently.

> Better than Jira Service Management when the same team supports external customers on phone, messaging and social channels, with up to 100 free light agents on Suite Professional for colleagues who only add notes.

**The catch:** Copilot cannot be licensed for a subset of agents: once it is on, every Suite Professional seat costs US$115 plus US$50. And the per-resolution price of AI agents under the billing model in force since May 2026 is not published.

> **True cost at 10 agents (Suite Professional):** US$1,150 a month for seats alone, US$2,250 a month with AI switched on.

[Read the review](https://help-desk.reviews/en-gb/reviews/zendesk) · [Pricing explained](https://help-desk.reviews/en-gb/pricing/zendesk) · [Alternatives](https://help-desk.reviews/en-gb/alternatives/zendesk)

## Comparison table

| Product | Score | Pricing model | Price from | Free plan | EU data hosting | German | Spanish | Best for |
| --- | --- | --- | --- | --- | --- | --- | --- | --- |
| [Jira Service Management](https://help-desk.reviews/en-gb/reviews/jira-service-management) | 8.7 | Per seat, plus AI usage | US$20 per agent per month | Yes | Yes | Yes | Yes | Internal IT, HR and operations service desks, especially at companies whose engineers already work in Jira |
| [Help Scout](https://help-desk.reviews/en-gb/reviews/help-scout) | 8.3 | Per seat, plus AI usage | US$25 per agent per month | Yes | No | Not documented | Not documented | Small teams that work mainly in email |
| [Zoho Desk](https://help-desk.reviews/en-gb/reviews/zoho-desk) | 8.1 | Per agent seat | US$7 per agent per month | Yes | Yes | Not documented | Not documented | Small and mid-size teams that want a complete help desk at a low per-user price |
| [Freshdesk](https://help-desk.reviews/en-gb/reviews/freshdesk) | 8.0 | Per seat, plus AI usage | US$19 per agent per month | No | Yes | Yes | Yes | Budget-conscious teams that want EU hosting and a cheap per-agent entry price |
| [HubSpot Service Hub](https://help-desk.reviews/en-gb/reviews/hubspot-service-hub) | 7.5 | Per seat, plus AI usage | US$7 per agent per month | Yes | Yes | Yes | Yes | Teams already on HubSpot's CRM that want support tickets on the same customer records as sales and marketing |
| [Zendesk](https://help-desk.reviews/en-gb/reviews/zendesk) | 5.2 | Per seat, plus AI usage | US$19 per agent per month | No | Yes | Yes | Yes | Mid-size and enterprise teams that need phone, messaging and email in one tool |

## True cost at 3, 10 and 50 agents

| Product | 3 agents · Entry tier · seats only | 3 agents · Entry tier · with AI on | 10 agents · Mid tier · seats only | 10 agents · Mid tier · with AI on | 50 agents · Mid tier · seats only | 50 agents · Mid tier · with AI on |
| --- | --- | --- | --- | --- | --- | --- |
| [Jira Service Management](https://help-desk.reviews/en-gb/pricing/jira-service-management) | US$60 | **US$60** | US$514 | **US$514** | US$2,571 | **US$3,021** |
| [Help Scout](https://help-desk.reviews/en-gb/pricing/help-scout) | US$75 | **US$188** | US$450 | **US$825** | US$2,250 | **US$4,125** |
| [Zoho Desk](https://help-desk.reviews/en-gb/pricing/zoho-desk) | US$42 | **US$42** | US$230 | **US$230** | US$1,150 | **US$1,150** |
| [Freshdesk](https://help-desk.reviews/en-gb/pricing/freshdesk) | US$57 | **US$155** | US$550 | **US$1,085** | US$2,750 | **US$5,425** |
| [HubSpot Service Hub](https://help-desk.reviews/en-gb/pricing/hubspot-service-hub) | US$21 | **US$21** | US$900 | **US$1,120** | US$4,500 | **US$5,720** |
| [Zendesk](https://help-desk.reviews/en-gb/pricing/zendesk) | US$165 | **US$368** | US$1,150 | **US$2,250** | US$5,750 | **US$11,250** |

_3 agents: 750 tickets a month, 150 of them resolved by AI, agent-assist add-on on for every agent. 10 agents: 2,500 tickets a month, 500 of them resolved by AI, agent-assist add-on on for every agent. 50 agents: 12,500 tickets a month, 2,500 of them resolved by AI, agent-assist add-on on for every agent. Estimates from vendors' published USD list prices with annual billing, verified on the date shown on this page. Taxes, discounts, onboarding fees and telephony usage are not included._

## Frequently asked questions

### Is Jira Service Management a help desk or an ITSM tool?

An ITSM tool first. It is built for internal IT, HR and operations requests, with change, incident and problem management and Assets, and handles external customers through its Customer Service Management app. The alternatives on this page are customer service help desks, so they do not replace its ITSM features. See the [Jira Service Management review](https://help-desk.reviews/en-gb/reviews/jira-service-management).

### Which alternative to Jira Service Management works with Jira?

Freshdesk, Zoho Desk and Help Scout (from Plus) list Jira among their integrations, so tickets can be linked to engineering issues. We could not verify Zendesk's marketplace listings on the day we checked. Confirm what each integration syncs before you rely on it.

### Is Jira Service Management cheaper than Zendesk?

Usually, yes, for internal desks: requesters are free and the headline Standard price is US$20 per agent, against US$55 for Zendesk Suite Team, though small teams pay more than the average. See [Jira Service Management vs Zendesk](https://help-desk.reviews/en-gb/compare/jira-service-management-vs-zendesk).

### Is there a free alternative to Jira Service Management?

Jira Service Management itself is free for up to 3 agents. Among alternatives, Zoho Desk is free for up to 3 users, Help Scout for up to 5 and HubSpot Service Hub for up to 2. See [free help desk software](https://help-desk.reviews/en-gb/best/free-help-desk-software).

## Related pages

- [Jira Service Management review](https://help-desk.reviews/en-gb/reviews/jira-service-management)
- [Jira Service Management pricing explained](https://help-desk.reviews/en-gb/pricing/jira-service-management)
- [Jira Service Management vs Zendesk](https://help-desk.reviews/en-gb/compare/jira-service-management-vs-zendesk)
- [Help desk migration checklist](https://help-desk.reviews/en-gb/guides/help-desk-migration-checklist)
- [Best help desk software](https://help-desk.reviews/en-gb/best/help-desk-software)

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- [Managing light agent seats in your Zendesk account](https://support.zendesk.com/hc/en-us/articles/6510562911770-Managing-light-agent-seats-in-your-Zendesk-account) — Zendesk Help · 18 September 2026
- [Can I buy a Zendesk Copilot license for some agents only?](https://support.zendesk.com/hc/en-us/articles/10361828111514-Can-I-buy-a-Zendesk-Copilot-license-for-some-agents-only) — Zendesk Help · 18 September 2026
- [About automated resolutions for AI agents](https://support.zendesk.com/hc/en-us/articles/5352026794010-About-automated-resolutions-for-AI-agents) — Zendesk Help · 18 September 2026
- [About automated resolution tiers](https://support.zendesk.com/hc/en-us/articles/9570369117338-About-automated-resolution-tiers) — Zendesk Help · 18 September 2026
- [Managing resolution allowances](https://support.zendesk.com/hc/en-us/articles/10479587390106-Managing-resolution-allowances) — Zendesk Help · 18 September 2026
- [Upgrading from automated resolutions to resolution allowances](https://support.zendesk.com/hc/en-us/articles/10479528943130-Upgrading-from-automated-resolutions-to-resolution-allowances) — Zendesk Help · 18 September 2026
- [Main Services Agreement](https://www.zendesk.com/company/agreements-and-terms/main-services-agreement/) — Zendesk · 18 September 2026
- [Agreements and terms: data processing agreement, sub-processor policy, business associate agreement](https://www.zendesk.com/company/agreements-and-terms/) — Zendesk · 18 September 2026
- [About the Data Center Location add-on](https://support.zendesk.com/hc/en-us/articles/4408838409754-About-the-Data-Center-Location-add-on) — Zendesk Help · 18 September 2026
- [Regional Data Hosting Policy](https://support.zendesk.com/hc/en-us/articles/4408883599130-Regional-Data-Hosting-Policy) — Zendesk Help · 18 September 2026
- [Zendesk Trust Center](https://www.zendesk.com/trust-center/) — Zendesk · 18 September 2026
- [Zendesk AI data use information](https://support.zendesk.com/hc/en-us/articles/5729714731290-Zendesk-AI-Data-Use-Information) — Zendesk Help · 18 September 2026
- [Zendesk language support by product](https://support.zendesk.com/hc/en-us/articles/4408821324826-Zendesk-language-support-by-product) — Zendesk Help · 18 September 2026
- [What is being removed (updated August 2026)](https://support.zendesk.com/hc/en-us/articles/4408843026714-What-is-being-removed-updated-August-2026) — Zendesk Help · 18 September 2026
- [Zendesk completes acquisition of Forethought](https://www.zendesk.com/newsroom/press-releases/zendesk-completes-acquisition-of-forethought/) — Zendesk · 18 September 2026
- [About Zendesk](https://www.zendesk.com/about/) — Zendesk · 18 September 2026
- [Zendesk QA](https://www.zendesk.com/service/quality-assurance/) — Zendesk · 18 September 2026
- [Fortnum & Mason customer story](https://www.zendesk.com/customer/fortnum-mason/) — Zendesk · 18 September 2026
- [Best Egg customer story](https://www.zendesk.com/customer/best-egg/) — Zendesk · 18 September 2026
- [Zendesk pricing and buyer data](https://www.vendr.com/marketplace/zendesk) — Vendr · 18 September 2026

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Canonical: https://help-desk.reviews/en-gb/alternatives/jira-service-management