# Jira Service Management review

> What Jira Service Management costs once the AI is switched on, how its plans and billing units work, where your data is hosted, and who it fits. Scored on a published rubric, with every figure sourced.

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)

Jira Service Management is Atlassian's service desk for IT, HR and operations teams, built on Jira. In the cloud it is now sold only inside Atlassian Service Collection, which bundles it with Customer Service Management, Assets and Rovo AI. Atlassian headlines US$20 (Standard) and US$51.42 (Premium) per agent per month, but those are averages for a team of 75 agents: prices are banded, so the first 15 agents cost US$25 and US$57.30 each. Customers who raise requests are free and unlimited, and list prices rise on 13 October 2026.

**Bottom line**

- **Best for:** Internal IT, HR and operations service desks, especially at companies whose engineers already work in Jira
- **Not for:** Customer-facing support teams that need phone, WhatsApp or social channels, or a help desk priced for a handful of agents
- **Price from:** US$20 per agent per month
- **The catch:** The advertised per-agent price is an average at 75 agents, so a small team pays more: on monthly billing each of the first 15 agents costs US$25 on Standard, not US$20. You also cannot buy Jira Service Management on its own any more, and prices rise again on 13 October 2026.

## Score breakdown

**Score: 8.7/10**

| Criterion | Weight | Level | What it means |
| --- | --- | --- | --- |
| True cost with AI on | 30% | 5/5 | Under US$60 per agent per month. Computed: US$51 per agent per month at 10 agents. |
| Pricing transparency | 20% | 4/5 | Plan prices and AI prices are public, but the billable unit, the minimums or the overage rules are not fully defined in writing. |
| AI, as documented | 15% | 5/5 | Everything in level 4, plus a published statement on whether customer data trains AI models and which AI sub-processors are used. |
| Access and switching | 10% | 4/5 | Self-serve trial with no mandatory fees, plus either a free plan or a documented tool for importing from other help desks. |
| Channels and languages | 10% | 3/5 | Email, live chat and a help centre; phone and messaging channels only through third-party apps. |
| Data protection and compliance | 15% | 4/5 | A data processing agreement, SOC 2 or ISO 27001, and EU data hosting available on self-serve plans. |

> **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)

**Strengths**

- Customers who raise requests through the portal, email, Slack or Teams are free and unlimited; you pay only for agents.
- A free plan for up to 3 agents, and a 14-day trial of Standard or Premium with no payment details.
- Rovo AI is included with a monthly credit allowance per user (250 on Standard, 700 on Premium), and Premium includes 1,000 virtual-agent conversations a month.
- Data residency in the EU, Germany, the UK, Switzerland and other regions on Standard and above, and a HIPAA agreement on any paid plan.
- IT service management depth: change, incident and problem management and Assets for tracking hardware and services, with a financially backed uptime SLA of 99.9% on Premium.

**Weaknesses**

- The headline prices of US$20 and US$51.42 are averages at 75 agents; teams under 15 agents pay US$25 or US$57.30 per agent on monthly billing.
- List prices rise on 13 October 2026 for new and existing subscriptions: the first-band Standard price goes from US$25 to US$26.90 and Premium from US$57.30 to US$61.60.
- Built for internal requests: no native phone, SMS, WhatsApp or social channels; phone for external support runs through an Amazon Connect integration.
- The customer-facing AI agent in Customer Service Management costs US$1 per resolution from the first one, and Rovo's extra usage is switched on by default once credits run out.
- Data Centre is being retired: new customers could no longer buy it from 30 March 2026, and it becomes read-only on 28 March 2029, so self-hosted teams must plan a move to cloud.

## Pricing

Service Collection is priced per agent in bands on monthly billing: on Standard the first 15 agents cost US$25 each and agents up to 100 cost US$18.75; on Premium the same bands cost US$57.30 and US$49.95. The US$20 and US$51.42 on the pricing page are the averages for 75 agents, so smaller teams pay more per agent and much larger teams pay less. Annual billing is a lump sum per user tier, for example US$2,500 a year for 10 Standard agents or US$5,750 for 10 Premium agents. Enterprise is annual only through sales; Atlassian's published table starts at 300 agents for US$168,500 a year. New list prices take effect on 13 October 2026 for new and existing subscriptions: 10 Standard agents on annual billing go from US$2,500 to US$2,700, and 300 Enterprise agents from US$168,500 to US$185,000. Usage costs extra: virtual-agent conversations beyond the allowance at US$0.30, Customer Service Management AI resolutions at US$1, and Rovo credits at US$10 per 1,000. Atlassian lists prices in US dollars only, and there are no onboarding fees.

| Plan | Billed annually | Billed monthly | Key limits and included AI |
| --- | --- | --- | --- |
| Free | — | — | Up to 3 agents, 2 GB of storage and community support; portal, email, chat, on-call alerts and 1,250 automation steps a month. No Rovo credits, no virtual agent and no data residency. |
| Standard | — | US$20 per agent per month | Up to 100,000 agents, 3,000 automation steps per user a month, 5,000 Assets objects, audit logs and data residency. 250 Rovo credits per user a month; no virtual service agent. |
| Premium | — | US$51.42 per agent per month | Adds change management, advanced incident and problem management, 50,000 Assets objects, unlimited storage, round-the-clock Premium Support and a 99.9% uptime SLA. 700 Rovo credits per user and 1,000 virtual-agent conversations a month. |
| Enterprise | Quote only | Quote only | Annual only, through sales. 500,000 Assets objects, Atlassian Analytics and Data Lake, Atlassian Guard Standard for SSO and a 100% uptime SLA. 1,500 Rovo credits per user and 1,000 virtual-agent conversations a month. |

_[Source](https://www.atlassian.com/collections/service/pricing)_

### AI and paid add-ons

| Add-on | Price | Source |
| --- | --- | --- |
| Virtual service agent: extra assisted conversations (Premium and Enterprise, beyond 1,000 a month) | US$0.30 per conversation | [Source](https://www.atlassian.com/licensing/future-pricing/cloud-pricing/pricing-tables) |
| Customer Service Management AI agent (per resolution, no allowance) | US$1 per AI resolution | [Source](https://www.atlassian.com/licensing/service-collection) |
| Rovo credits beyond the monthly allowance (per 1,000) | US$10 per pack | [Source](https://www.atlassian.com/licensing/rovo) |
| Extra Assets objects (per object per month) | US$0.02 per month | [Source](https://www.atlassian.com/licensing/future-pricing/cloud-pricing/pricing-tables) |

## True cost at 3, 10 and 50 agents

|  | Plan | Seats and plan | Agent-assist add-on | AI resolutions | Monthly total | per agent |
| --- | --- | --- | --- | --- | --- | --- |
| 3 agents · Entry tier | Standard | US$60 | US$0 | US$0 | **US$60** | US$20 — Agent-assist AI is included in this plan. No customer-facing AI agent is sold on this plan. |
| 10 agents · Mid tier | Premium | US$514 | US$0 | US$0 | **US$514** | US$51 — Agent-assist AI is included in this plan. |
| 50 agents · Mid tier | Premium | US$2,571 | US$0 | US$450 | **US$3,021** | US$60 — Agent-assist AI is included in this plan. |

_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._

Jira Service Management: entry tier is Standard, mid tier is Premium; Enterprise is quote-only. The calculator uses Atlassian's published averages of US$20 and US$51.42 per agent (monthly billing at 75 agents) for every team size, so it under-estimates teams below 75 agents on monthly billing, whose first 15 agents cost US$25 or US$57.30 each, and over-estimates much larger teams. Rovo is included. Premium includes 1,000 virtual-agent conversations a month, then US$0.30 each, and escalated conversations count too; Standard has no virtual agent, and the US$1 Customer Service Management AI agent is not modelled. Prices are those before the rise on 13 October 2026. [Jira Service Management pricing explained](https://help-desk.reviews/en-gb/pricing/jira-service-management) · [Help desk true-cost calculator](https://help-desk.reviews/en-gb/tools/true-cost-calculator)

## AI features and how they are billed

Service Collection has three kinds of AI, each metered differently. Rovo, which searches, summarises and drafts for agents, is included with a monthly allowance pooled across the organisation: 250, 700 or 1,500 credits per user on Standard, Premium and Enterprise. A typical prompt uses 10 to 25 credits, and extra usage is on by default at US$0.01 a credit until an admin sets a cap. The virtual service agent answers requests in the portal, Slack and Teams on Premium and Enterprise; 1,000 assisted conversations a month are included, then each costs US$0.30, falling to US$0.20 at high volume. An assisted conversation counts whether the agent resolves it or passes it to a person, so the bill tracks conversations, not resolutions. The AI agent in Customer Service Management, the app for external customers, costs US$1 per resolution with no included allowance; a resolution is judged by Atlassian's AI after 24 hours of inactivity, and escalated or abandoned conversations are not charged. See [what an AI help desk is](https://help-desk.reviews/en-gb/guides/what-is-an-ai-help-desk).

## Key facts

- **Vendor:** [Atlassian](https://www.atlassian.com/software/jira/service-management)
- **Founded:** 2002
- **Headquarters:** San Francisco, United States (founded in Sydney, Australia)
- **Pricing model:** Per seat, plus AI usage
- **Price from:** US$20 per agent per month
- **Free plan:** Yes
- **Free trial:** Yes
- **Mandatory extra fees:** No
- **Channels:** Email, Live chat
- **Agent interface languages:** 21 languages · German: Yes · Spanish: Yes
- **EU data hosting:** Yes
- **UK data hosting:** Yes
- **HIPAA (BAA available):** Yes
- **Certifications:** SOC 2 Type II, ISO/IEC 27001:2022, ISO/IEC 27018:2019, HIPAA BAA (Standard, Premium and Enterprise), GDPR data processing agreement
- **Integrations:** Jira, Confluence, Slack, Microsoft Teams, Amazon Connect (6,000+ apps in the marketplace)
- **Named customers:** The Warehouse Group, Ford, Domino's, FanDuel

## Data hosting and compliance

Atlassian lets Standard, Premium and Enterprise customers pin Jira Service Management data to a region, including the EU, Germany, the UK and Switzerland; user account data is out of scope, and unpinned data can move across regions. Atlassian holds SOC 2 and ISO 27001 reports covering Jira Service Management, offers a data processing agreement, and signs a HIPAA business associate agreement on any paid plan. Rovo uses Atlassian-hosted open models and third-party models from OpenAI, Anthropic and Google, which Atlassian says operate under zero data retention and do not train on your data; Atlassian may use de-identified metadata to tune its own hosted models, subject to your data settings. See its [AI trust page](https://www.atlassian.com/trust/ai).

> **For buyers in the United Kingdom:** A help desk holds your customers' personal data, so UK GDPR requires a written contract with the vendor. Hosting outside the UK, including in the EU, is a restricted transfer that needs its own safeguard. And since 19 June 2026 you must let people complain about how you use their data and acknowledge each complaint within 30 days. [Help desk software and data protection law in the United Kingdom](https://help-desk.reviews/en-gb/guides/help-desk-software-and-data-protection-law)

## Vendor claims vs named-customer figures

| Figure | What it measures | Who says so | Source |
| --- | --- | --- | --- |
| 60,000 | Jira Service Management customers Atlassian reported when it launched Service Collection | Atlassian — Vendor claim | [Source](https://www.atlassian.com/blog/announcements/team25-europe-service-collection) |
| 50% | Increase in resolution rate Atlassian's own support team reports from the virtual agent | Atlassian — Vendor claim | [Source](https://www.atlassian.com/blog/atlassian-engineering/automating-customer-support-with-jsm-virtual-agent) |
| 275% | Three-year return on investment for a composite organisation in a Forrester study commissioned by Atlassian | Forrester, commissioned by Atlassian — Study paid for by the vendor | [Source](https://www.atlassian.com/blog/jira-service-management/total-economic-impact) |
| 30% | "Up to" request deflection from the virtual service agent in a Forrester study commissioned by Atlassian | Forrester, commissioned by Atlassian — Study paid for by the vendor | [Source](https://tei.forrester.com/go/Atlassian/JSMAISpotlight/) |
| 14 | How many times faster The Warehouse Group rolled out Jira Service Management than its previous tool, per Atlassian's announcement | The Warehouse Group — Named customer, published by the vendor | [Source](https://www.atlassian.com/blog/announcements/team25-europe-service-collection) |
| 25% | Reduction in The Warehouse Group's total cost of ownership, per Atlassian's announcement | The Warehouse Group — Named customer, published by the vendor | [Source](https://www.atlassian.com/blog/announcements/team25-europe-service-collection) |

Atlassian's AI figures come from its own support team and from Forrester studies it paid for, which model a composite organisation built from five interviews rather than any one customer. The one named-customer figure appears in an Atlassian announcement rather than a full case study. We found no independent figure for how many requests the virtual service agent resolves.

## Verdict

Jira Service Management is an IT service management tool first. It fits internal IT, HR and operations desks, particularly where engineering already works in Jira: requesters are free, Assets and change management are built in, and data residency is on self-serve plans. It is a weaker fit for customer-facing support that needs phone and messaging, and for very small teams, who pay well above the advertised per-agent average. Compare it with [Zendesk](https://help-desk.reviews/en-gb/compare/jira-service-management-vs-zendesk) or browse [Jira Service Management alternatives](https://help-desk.reviews/en-gb/alternatives/jira-service-management).

## Related pages

- [Jira Service Management pricing explained](https://help-desk.reviews/en-gb/pricing/jira-service-management)
- [The best Jira Service Management alternatives](https://help-desk.reviews/en-gb/alternatives/jira-service-management)
- [Jira Service Management vs Zendesk](https://help-desk.reviews/en-gb/compare/jira-service-management-vs-zendesk)
- [Best help desk software](https://help-desk.reviews/en-gb/best/help-desk-software)
- [Best enterprise help desk software](https://help-desk.reviews/en-gb/best/for-enterprise)
- [Best free help desk software](https://help-desk.reviews/en-gb/best/free-help-desk-software)

## Frequently asked questions

### How much does Jira Service Management cost?

It is sold as Service Collection. Atlassian headlines US$20 (Standard) and US$51.42 (Premium) per agent per month, averages for 75 agents; on monthly billing the first 15 agents cost US$25 and US$57.30 each. Enterprise is annual and quote-based. There is a free plan for 3 agents. See [Jira Service Management pricing](https://help-desk.reviews/en-gb/pricing/jira-service-management).

### Can I still buy Jira Service Management on its own?

Not in the cloud. Atlassian now sells it only inside Service Collection, together with Customer Service Management, Assets and Rovo, and says the apps cannot be bought separately. Data Centre, the self-hosted version, stopped selling to new customers on 30 March 2026 and becomes read-only on 28 March 2029.

### Are Atlassian's prices going up?

Yes. New list prices apply to new and existing subscriptions from 13 October 2026. The first-band monthly price per agent rises from US$25 to US$26.90 on Standard and from US$57.30 to US$61.60 on Premium, and 10 Standard agents on annual billing go from US$2,500 to US$2,700 a year.

### Do customers or employees who raise requests need a licence?

No. Anyone who raises a request through the portal, email, Slack, Teams or the widget is a customer, and customers are free and unlimited. You pay only for agents who work the tickets.

### Is Jira Service Management good for customer support?

It is built for internal IT, HR and operations requests. For external customers Atlassian offers Customer Service Management in the same bundle, with an AI agent at US$1 per resolution, but native phone, WhatsApp and social channels are not documented. Teams focused on customer support should see [the best help desk software](https://help-desk.reviews/en-gb/best/help-desk-software) and [help desk vs shared inbox](https://help-desk.reviews/en-gb/guides/help-desk-vs-shared-inbox).

## Sources

- [Service Collection pricing](https://www.atlassian.com/collections/service/pricing) — Atlassian · 19 September 2026
- [Cloud pricing tables (current and effective October 13, 2026)](https://www.atlassian.com/licensing/future-pricing/cloud-pricing/pricing-tables) — Atlassian · 19 September 2026
- [Service Collection licensing](https://www.atlassian.com/licensing/service-collection) — Atlassian · 19 September 2026
- [Rovo licensing](https://www.atlassian.com/licensing/rovo) — Atlassian · 19 September 2026
- [Purchasing and licensing](https://www.atlassian.com/licensing/purchase-licensing) — Atlassian · 19 September 2026
- [Data Center end of life](https://www.atlassian.com/licensing/data-center-end-of-life) — Atlassian · 19 September 2026
- [Manage your language preferences](https://support.atlassian.com/atlassian-account/docs/manage-your-language-preferences/) — Atlassian Support · 19 September 2026
- [Understand data residency](https://support.atlassian.com/security-and-access-policies/docs/understand-data-residency/) — Atlassian Support · 19 September 2026
- [SOC 2](https://www.atlassian.com/trust/compliance/resources/soc2) — Atlassian Trust Center · 19 September 2026
- [ISO/IEC 27001](https://www.atlassian.com/trust/compliance/resources/iso27001) — Atlassian Trust Center · 19 September 2026
- [HIPAA](https://www.atlassian.com/trust/compliance/resources/hipaa) — Atlassian Trust Center · 19 September 2026
- [Atlassian AI trust](https://www.atlassian.com/trust/ai) — Atlassian Trust Center · 19 September 2026
- [Service level agreement](https://www.atlassian.com/legal/sla) — Atlassian · 19 September 2026
- [Team '25 Europe: introducing Service Collection](https://www.atlassian.com/blog/announcements/team25-europe-service-collection) — Atlassian · 19 September 2026
- [The Total Economic Impact of Jira Service Management](https://www.atlassian.com/blog/jira-service-management/total-economic-impact) — Atlassian · 19 September 2026
- [The value of AI in Jira Service Management (Forrester TEI spotlight)](https://tei.forrester.com/go/Atlassian/JSMAISpotlight/) — Forrester Consulting · 19 September 2026
- [Automating customer support with the JSM virtual agent](https://www.atlassian.com/blog/atlassian-engineering/automating-customer-support-with-jsm-virtual-agent) — Atlassian · 19 September 2026
- [Atlassian Form 10-K for fiscal year 2026](https://www.sec.gov/Archives/edgar/data/0001650372/000165037226000036/team-20260630.htm) — US Securities and Exchange Commission · 19 September 2026

---

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