Pricing FAQ

What's the difference between JIRA Software and JIRA Service Desk?

JIRA Software is a purpose built experience specifically for software teams. JIRA Software combines powerful developer tool integrations with the most important elements of agile development.

JIRA Service Desk is purpose built for your IT and service teams, providing them with everything they need out of the box for incident, change and problem management.

Who are agents in JIRA Service Desk?

Agents work on requests and communicate with your customers.
Agents can:

  • Access both the Customer Portal and the Agent interface
  • View queues, reports, SLA goals, and the customers list
  • Add, edit and delete customer-facing and private comments on issues
  • Manage content in a connected knowledge base

Who are customers in JIRA Service Desk?

JIRA Service Desk customers is anyone who create requests through the customer portal or by email. Customers can:

  • Create, comment on, and track requests through the customer portal
  • Create and comment on requests via email
  • Add comments and attachment to requests
  • Add other participants to their own requests

Customers do not require a JIRA Service Desk license or JIRA user license. Anyone can create a service desk request and you'll never be limited to how many customers can access your service desk.

What can JIRA Software or JIRA Core users do in JIRA Service Desk if they do not have an agent license?

JIRA users who are not licensed for JIRA Service Desk will still be able to perform numerous actions within a ticket. This includes:

  • Help diagnose issues through internal comments with agents
  • Watch tickets and receive notifications for updates

Still have questions on how roles and licensing work? Read on. 

Do I need to have the same number of JIRA Software and JIRA Service Desk licenses?

No, you do not need to have the same number of JIRA Software and JIRA Service Desk licenses. You can select and pay for what you need with each product.

What's the difference between the Cloud and the Server options?

With the Cloud option, we host JIRA Service Desk in the cloud for you and set up your instance instantly. After a 7-day free trial, subscription pricing is month-to-month. This is generally the best option for teams who want to get started quickly and teams who don't want to manage the technical complexity of hosting themselves.

With the Server option, you host JIRA Service Desk on your own hardware. This is generally the best option for teams who want additional flexibility in the setup process and want to host the product on their own servers. To host JIRA Service Desk, you purchase a license after your 30 day free trial, and can renew that license each year to maintain access to support services and new releases.

Can I pay annually for Cloud?

Yes, JIRA Service Desk Cloud is also available on an annual subscription plan:

Price per year
1 - 3 $100
4 - 5 $1,000
6 - 10 $2,000
11 - 15 $3,000
16 - 25 $5,000
26 - 50 $10,000
51 - 100 $20,000
101 - 250 $32,000
251 - 2000 $45,000

To purchase JIRA Service Desk Cloud on an annual subscription plan, simply start a free 7-day trial and then contact us.

Can I extend my Cloud 7-day free trial?

Absolutely, just give us a shout!

Still have more questions?

Check out our complete JIRA Service Desk Licensing FAQ.