Announcing Jira Service Management, the next generation of Jira Service Desk. Ready to amp up your ITSM? Learn how.
Plans and pricing
Features
Free | Standard | Premium | Enterprise | |
? | Free For small teams starting with a service desk | Standard For teams standardizing their service management | Premium For organizations scaling high-velocity ITSM | Enterprise For large, mission-critical ITSM implementations |
Features | ||||
User limit (per site) ? | Free 3 agents | Standard 5,000 agents | Premium 5,000 agents | Enterprise 5,000 agents |
Site limit ? | Free One | Standard One | Premium One | Enterprise Unlimited |
Customer limit ? | Free Unlimited | Standard Unlimited | Premium Unlimited | Enterprise Unlimited |
Support team ? | Free Atlassian Community (Self-help forum) | Standard Cloud support team (Regional business hours) | Premium Cloud support team (24/7 Premium support) | Enterprise Dedicated senior team (24/7 Enterprise support) |
IT service management (ITSM) | ||||
Service request management ? | Free ✓ | Standard ✓ | Premium ✓ | Enterprise ✓ |
Incident management ? | Free ✓ | Standard ✓ | Premium ✓ | Enterprise ✓ |
Change management ? | Free ✓ | Standard ✓ | Premium ✓ | Enterprise ✓ |
Problem management ? | Free ✓ | Standard ✓ | Premium ✓ | Enterprise ✓ |
Self-service portal ? | Free ✓ | Standard ✓ | Premium ✓ | Enterprise ✓ |
Automation ? | Free ✓ | Standard ✓ | Premium ✓ | Enterprise ✓ |
Global and multi-project automation ? | Free - | Standard - | Premium ✓ | Enterprise ✓ |
Email and embeddable widget support ? | Free ✓ | Standard ✓ | Premium ✓ | Enterprise ✓ |
Reporting & analytics ? | Free ✓ | Standard ✓ | Premium ✓ | Enterprise ✓ |
SLA management ? | Free ✓ | Standard ✓ | Premium ✓ | Enterprise ✓ |
Multi-language support ? | Free ✓ | Standard ✓ | Premium ✓ | Enterprise ✓ |
Configurable workflows ? | Free ✓ | Standard ✓ | Premium ✓ | Enterprise ✓ |
Apps and integrations ? | Free ✓ | Standard ✓ | Premium ✓ | Enterprise ✓ |
Asset & configuration management ? | Free Requires Insight subscription | Standard Requires Insight subscription | Premium Requires Insight subscription | Enterprise Requires Insight subscription |
Knowledge base ? | Free Requires Confluence subscription | Standard Requires Confluence subscription | Premium Requires Confluence subscription | Enterprise Requires Confluence subscription |
IT operations management (ITOM) | ||||
Alerts & notifications (per month) ? | Free Unlimited alerts, unlimited email and 200 SMS | Standard Unlimited alerts, unlimited email and SMS | Premium Unlimited alerts, unlimited email, SMS, and voice | Enterprise Unlimited alerts, unlimited email, SMS, and voice |
Monitoring & ChatOps integrations ? | Free ✓ | Standard ✓ | Premium ✓ | Enterprise ✓ |
Major incidents per month ? | Free Five | Standard 100 | Premium Unlimited | Enterprise Unlimited |
Incident creation ? | Free Manual | Standard Manual | Premium Manual, automatic, API, and template | Enterprise Manual, automatic, API, and template |
Post-mortems ? | Free Five | Standard Five | Premium Unlimited | Enterprise Unlimited |
Incident command center ? | Free - | Standard - | Premium ✓ | Enterprise ✓ |
Incident investigation ? | Free - | Standard - | Premium ✓ | Enterprise ✓ |
Alerts/major incidents data visualization & analytics ? | Free - | Standard - | Premium ✓ | Enterprise ✓ |
Heartbeat monitoring ? | Free - | Standard - | Premium ✓ | Enterprise ✓ |
Service-based organization | ||||
Service Registry ? | Free ✓ | Standard ✓ | Premium ✓ | Enterprise ✓ |
Service status pages ? | Free - | Standard ✓ | Premium ✓ | Enterprise ✓ |
Service dependency ? | Free - | Standard ✓ | Premium ✓ | Enterprise ✓ |
Service subscriptions ? | Free - | Standard - | Premium ✓ | Enterprise ✓ |
External services ? | Free - | Standard - | Premium ✓ | Enterprise ✓ |
Service & infrastructure health analysis ? | Free - | Standard - | Premium ✓ | Enterprise ✓ |
Enterprise service management | ||||
HR, legal & facilities templates ? | Free ✓ | Standard ✓ | Premium ✓ | Enterprise ✓ |
Security & controls | ||||
Password policies ? | Free ✓ | Standard ✓ | Premium ✓ | Enterprise ✓ |
Domain verification & account capture ? | Free ✓ | Standard ✓ | Premium ✓ | Enterprise ✓ |
Session duration management (desktop) ? | Free ✓ | Standard ✓ | Premium ✓ | Enterprise ✓ |
Encryption in transit & at rest ? | Free ✓ | Standard ✓ | Premium ✓ | Enterprise ✓ |
Business continuity & disaster recovery ? | Free ✓ | Standard ✓ | Premium ✓ | Enterprise ✓ |
Audit logs ? | Free - | Standard ✓ | Premium ✓ | Enterprise ✓ |
Anonymous access ? | Free - | Standard ✓ | Premium ✓ | Enterprise ✓ |
Admin insights ? | Free - | Standard - | Premium ✓ | Enterprise ✓ |
IP allowlisting ? | Free - | Standard - | Premium ✓ | Enterprise ✓ |
Sandbox ? | Free - | Standard - | Premium ✓ | Enterprise ✓ |
Release tracks ? | Free - | Standard - | Premium ✓ | Enterprise ✓ |
Data residency ? | Free - | Standard Coming soon | Premium Coming soon | Enterprise Included |
SSO, SCIM, Active Directory sync ? | Free Requires Atlassian Access subscription | Standard Requires Atlassian Access subscription | Premium Requires Atlassian Access subscription | Enterprise Included |
Storage & invoicing | ||||
Storage ? | Free 2 GB file storage | Standard 250 GB file storage | Premium Unlimited storage | Enterprise Unlimited storage |
Uptime SLA ? | Free - | Standard - | Premium 99.9% | Enterprise 99.95% |
Org-level billing ? | Free - | Standard - | Premium - | Enterprise ✓ |
Benefits of hosting in the cloud
- No servers, no storage, no maintenance — we host your site for you
- Get immediate access to our latest features with automatic upgrades
- Optimal performance and elastic scale with AWS cloud hosting
Enterprise-grade security and centralized administration with Atlassian Access
- SAML single sign-on
- User provisioning and deprovisioning
- Real-time Active Directory sync
- Organization audit log
*Atlassian Access is a separate subscription that you can enable across your company. Go to admin.atlassian.com to get started.
Pricing structure
We offer flexible “per agent” pricing, so you’ll never pay for more than you need.
Cloud Pricing FAQ
You can find detailed pricing for Jira Service Management Cloud here. Use our pricing calculator to determine your exact price. For more than 5,000 users, we recommend our Premium plan. |
Yes! For annual subscriptions, you will be billed for the tier that most closely matches your user count. Annual subscriptions may offer a discount depending on the number of users purchased. To purchase Jira Service Management as an annual subscription, simply start a free 7-day trial and follow our instructions for switching to annual. Use our pricing calculator to determine your exact price. |
Of course! We offer a Free plan for Jira Service Management for up to 3 agents, 2GB of storage, and Community Support. If you'd like to add more than 3 agents or get access to more features, support and storage, you can sign up for a 7-day free trial of our Standard or Premium plan. |
Absolutely! Cloud trials can be extended to a maximum of 30 days - Just give us a shout! |
Monthly subscriptions are payable by credit card (MasterCard, Visa, or American Express) or PayPal. Annual subscriptions can be paid via credit card, bank transfer, or check. |
Jira Service Management is built for IT and operations teams, providing them with everything they need for out-of-the-box request, incident, problem, and change management. Jira Software is built specifically for software teams. Jira Software combines powerful developer tool integrations with the most important features and functionality required for great agile software development. Jira Core is a simplified project management tool for customers looking to extend the power of Jira to their organization. |
Agents work on tickets and communicate directly with your customers. Agents can:
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You can add and remove agents as your team changes. At the end of each monthly billing cycle, you will be billed for the following month's subscription based on the exact number of Jira Service Management agents you have. For annual subscriptions, you will be billed for the tier that most closely matches your agent count. |
A Jira Service Management customer is anyone who creates requests through the customer portal or by email. Customers can:
Customers are free and do not require a Jira Service Management license. Anyone can create a service request and you'll never be limited to how many customers can access your service management tool. |
Jira Service Management customers can browse knowledge base articles at no charge within the customer portal. Only knowledge base contributors, such as your agents, will need to be licensed in Confluence Knowledge Base. |
Users who are not licensed as agents in Jira Service Management will still be able to perform various actions within a ticket, including:
Still have questions on how roles and licensing work? Read on. |
No, you do not need to have the same number of Jira Software and Jira Service Management licenses. You can select and pay for what you need with each product. |
With the cloud option, we host Jira Service Management in the cloud for you and set up your instance instantly. You can create a free account, or try a paid plan for 7-days. After that, subscription pricing is month-to-month or annual. 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 Data Center option, you host Jira Service Management on your own hardware. This is generally the best option for teams who want advanced administrative tools and customization and want to host the product on their own servers. To host Jira Service Management, you purchase a subscription after your 30-day free trial, and can renew that subscription each year to continue using your product/s. Learn more about the differences. Please note: We will be ending sales for new server licenses on February 2, 2021 PT and ending support for server on February 2, 2024 PT |
You can enable SAML single sign-on and other enhanced security features (enforced two-step verification, password policies, and user provisioning) with a subscription to Atlassian Access. |
With a subscription to Atlassian Access, you can connect Jira Service Management directly to your Active Directory to automate the user provisioning process.
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Jira Service Management Standard is the ITSM solution you know and love today. Jira Service Management Premium helps teams confidently scale their IT and operations by offering unlimited storage, a financially-backed 99.9% uptime SLA, advanced incident management capability, and 24/7 Premium Support with a 1 hour response time for critical issues. If you have concerns about downtime or service interruptions, are looking to scale Jira Service Management to support your org and customers, or have a globally distributed team that relies on Atlassian products as mission-critical for success, Premium is a great fit for you. |
Our Premium plan enables teams to scale reliably and confidently with unlimited storage, 24/7 Premium Support, and a financially backed 99.9% uptime SLA. |
Pricing for the Enterprise plan is based on agent tier and is available as an annual subscription only. For detailed price list see below or Contact Sales if you have further questions. *Pricing for the Enterprise plan is only available in USD
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Still have more questions?
Check out Atlassian Cloud Licensing or Jira Service Management Licensing.
Important changes to our server and Data Center products
We’ve ended sales for new server licenses and will end support for server on February 2, 2024. We’re continuing investment in Data Center with several key improvements. Learn what this means for you.
For teams that require a self-managed solution
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Complete control of your environment
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Active/active clustering for high availability
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Annual term license + maintenance
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Optimized for AWS or Azure deployment
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SAML 2.0 and OpenID Connect support
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Atlassian-supported disaster recovery
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Project and issue archiving for improved performance
Data Center Pricing FAQ
Of course! You can host a fully functional copy of Jira Service Management on your own hardware, free for 30 days. Simply download Jira Service to get started. If you love it (which we believe you will), you can continue using Confluence by simply updating your existing subscription with a purchased license key. You can purchase your subscription here. |
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 Management is purpose built for your IT and operations teams, providing them with everything they need out of the box for incident, change and problem management. |
Agents work on tickets and communicate directly with your customers. Agents can:
|
A Jira Service Management customer is anyone who create requests through the customer portal or by email. Customers can:
Customers are free and do not require a Jira Service Management license. Anyone can create a service request and you'll never be limited to how many customers can access your service desk. |
Jira Service Management customers can browse knowledge base articles at no charge within the customer portal. Only knowledge base contributors, such as your agents, will need to be licensed in Confluence Knowledge Base. |
No, you do not need to have the same number of Jira Software and Jira Service Management licenses. You can select and pay for what you need with each product. |
Users who are not licensed as agents in Jira Service Management will still be able to perform various actions within a ticket, including:
Still have questions on how roles and licensing work? Read on. |
Our cloud products provide a complete SaaS solution, ready-made for all Atlassian customers. With cloud, we do the heavy lifting for you by providing built-in platform security and compliance, quick and simple set up, and financially backed SLAs for uptime and performance. Cloud comes with the added benefit of continuous innovation so your end-users will always have the latest and greatest features and functionality. Our Data Center products enable you the flexibility to deploy on an infrastructure of your choice. It’s best for those who have unique or complex operating requirements or need to scale beyond our current cloud user tiers. You’ll have complete control over data management, security and compliance, when you upgrade, and how you manage uptime and performance. We recommend Data Center for those who have stricter requirements and can’t move to cloud just yet. |
Depending on your situation, you may qualify for one of the following discounts:
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Data Center is offered as an annual subscription that includes updates and support as long as your subscription is active. |
Self-managed (Data Center) licenses can be paid via Credit Card, Bank Transfer, Check, or ACH (US banks only). |
If you're not satisfied with any Atlassian product or service, we offer a 30–day money–back guarantee, no questions asked. |
Check out our complete Jira Service Management Licensing FAQ. |
Incident management
Quickly respond to, resolve, and continuously learn from incidents while keeping all your stakeholders in the loop.

Change management
Minimize risk to the business and speed up delivery by improving the flow of changes to infrastructure and services.
- Risk assessment through Automation
- Multi-user/group approvals
- Track CI/CD changes
- Change gating in CI/CD tools - Premium, Enterprise
Problem management
Keep the impact of incidents to a minimum if they can’t be prevented, record information about problems and workarounds, and help agents get to the root cause.

Asset management
Use our Jira-native CMDB and asset management tool to reference, track, and tie requests with assets directly from Jira Service Management. Provide end-to-end service with just a few clicks.

Configurable workflows
Easily configure your forms and associated workflows with drag & drop fields.

Self-service portal
Employees or customers can submit requests or search through your knowledge base with an intelligent, intuitive portal.

Knowledge base
Add Confluence to Jira Service Management to get an integrated knowledge base that intelligently recommends the right service and learns from every interaction, so answers are easy to find.

Email & embeddable widget support
Allow employees or customers to submit requests or incidents straight to your queue via email — and customize the notifications you receive. Add a widget to your web page so requestors can get help from whatever page they’re on.

Queues
Modifiable queues that agents can use to prioritize, triage, and assign incoming requests.

SLAs
Nail your Service Level Agreements every time so agents get the important things done first. Configure and get going in minutes.

Reporting & analytics
Choose from a set of out-of-the-box reports or customize your own to help you track specific team goals, such as Time to Resolution or SLA success rates.

Automation
Setup automation rules so your agents can focus on solving the important stuff and help lighten the workload.

Multi-language support
Meet your customer’s language preferences by adding any of our 24 additional languages to your service projects.

Apps and integrations
Rich APIs and 1,000 Marketplace apps allow your IT team to shape they way they want to work.
On top of this, in Premium and Enterprise plans, connect your tools to the Opsgenie alert system via:
- Outbound integrations and webhooks
- In-house/on-premise system via edge connector
- Syncing with the active mapping system
Audit logs
When you need to troubleshoot a problem or keep a record of important events, such as changes to global permissions, the audit log allows administrators to look back at changes that have been made in your site.

Service request management
Jira Service Management helps your IT team provide a world-class service experience and ensures employees can find the information they need to get help quickly.

Global and multi-project automation
Set and forget automation rules across multiple projects or your entire organization. Global automation is the smartest way to scale. Save countless hours and keep your team focused with Jira’s no-code automation engine.
Customers on free and standard plans have access to 100 and 500 global and multi-project rules per month, respectively.
Premium users have 1000 global and multi-project rules per paid user per month. Ex: 200 users in Jira Cloud Premium will have 200,000 monthly global/multi-project rules per month. This is pooled across all Jira tools and all users.
Enterprise users can set unlimited automation rules across as many Jira projects as you like. Learn more.

Admin insights
Gain visibility and a better understanding of your product usage with data such as level of security and access and activity over time.

IP allowlisting
Bolster your team’s security by limiting your site access to trusted IP ranges.

Sandbox
Test and control the rollout of updates and new apps in a sandbox copy of your environment before rolling it out companywide. Apply your existing change management practices, ensure compatibility with your ecosystem, and prepare end users if necessary.
Service Registry
IT teams can register all the services they operate, providing extra context for changes. Link issues to affected services and streamline incidents when they occur.

Service status pages
Opsgenie provides service-level status pages for stakeholders to view information about the status of incidents and progress of resolution.
Service dependency
Define the dependency or containment relationship to track the correlation status between services.
Service subscriptions
Opt into the incident communications of relevant services.
External services
Connect to the external services that you depend on in a status page to know the moment an incident is reported and set alerting rules to respond to it quickly.
Service & infrastructure health analysis
Get a top-level view of all services and identify problems or weaknesses within those services.
HR, legal & facilities templates
Get your business teams up and running quickly with out-of-the-box templates for HR, facilities and legal teams.
SSO, SCIM, Active Directory Sync
An Atlassian Access subscription enables centralized security and governance across all your Atlassian cloud products. Gain peace of mind with enterprise-grade security controls, including:
- SAML single sign-on (SSO)
- User provisioning (SCIM)
- Active Directory sync
- Organization audit log
- Organization insights
- Enforced 2FA
Password policies
Password policies help ensure that users accessing Atlassian cloud products are using best practices when creating their passwords - helping to reduce the risk of security breaches.
Domain verification & account capture
Domain verification enables an organization admin to centrally manage all of the Atlassian accounts that utilize the company's domain.
Session duration management (desktop)
Session duration management allows an organization admin to set a session timeout value different from the default policy of 30 days. This means admins can control how long a team member can stay signed in without interacting with Atlassian.com.
Encryption in transit & at rest
All customer data stored within Atlassian cloud products and services is encrypted in transit over public networks using Transport Layer Security (TLS) 1.2+ with Perfect Forward Secrecy (PFS) to protect it from unauthorized disclosure or modification.
Data drives on servers holding customer data and attachments in Jira Software Cloud, Jira Service Management Cloud, Jira Core Cloud, Confluence Cloud, Statuspage, Opsgenie, and Trello use full disk, industry-standard AES-256 encryption at rest.
Business continuity & disaster recovery
Our Disaster Recovery Program consists of a few key practices to ensure the appropriate levels of governance, oversight, and testing. Security Practices FAQ
Audit logs
When you need to troubleshoot a problem or keep a record of important events, such as changes to global permissions, the audit log allows administrators to look back at changes that have been made in your site.

Anonymous access
Anonymous access lets people outside of your organization view and create issues without logging in. Jira Software's anonymous access is most commonly used to give customers the ability to view and submit bugs and feature requests.
Admin insights
Gain visibility and a better understanding of your product usage with data such as level of security and access and activity over time.

IP allowlisting
Bolster your team’s security by limiting your site access to trusted IP ranges.

Sandbox
Test and control the rollout of updates and new apps in a sandbox copy of your environment before rolling it out companywide. Apply your existing change management practices, ensure compatibility with your ecosystem, and prepare end users if necessary.
Release tracks
Choose whether Atlassian product changes are released to your instance on a continuous basis (default) or on fixed intervals. By batching and delaying cloud updates for two weeks, admins can take time to learn the new updates, notify and train end users on the change, and update existing workflows and configurations to prevent breakage.
Data residency
With data residency management, you can specify where your key product data at rest is hosted within Atlassian’s global cloud footprint. A cloud instance’s data can be pinned to a specific geographic realm (e.g. US or EU), providing greater control to administrators who require more flexibility and visibility into how their organization’s content is stored.
Customer success managers
Enjoy the highest level of support coverage from a dedicated team of support managers.
Org-Level billing
Provides a simplified subscription model that enables a single user subscription entry into all of your organization’s product instances within Cloud Enterprise. Each user can access as many instances as desired, enabling better cost control and a centralized licensing experience.
Asset & Configuration Management
Use our Jira-native CMDB and asset management tool to reference, track, and tie requests with assets directly from Jira Service Management. Provide end-to-end service with just a few clicks.
Alerts & notifications
Route every alert to the right team or person and ensure critical alerts are never missed.
The Free plan is limited to 200 SMS per month, account-wide: 100 to the United States and Canada and 100 to other destinations.
Premium and Enterprise include:
- Automated Opsgenie actions
- Advanced alert enrichment
- Advanced alert customization
- Custom alert actions
- Alert and notification policies
Teams, on-call management & alerting
Create and manage on-call schedules easily using rotations and overrides. Route alerts to different escalations for different alerts at different times.
Monitoring & ChatOps integrations
Easily build bi-directional integrations with popular chat/collaboration tools such as Slack and MS Teams.
Major incidents per month
Create an incident management process to identify affected services, track related issues, and escalate to the right team so they can swarm on a resolution.
Incident creation
Using templates, incident responders are automatically notified as soon as the incident occurs.
Post-mortems
Understand all contributing root causes, document the incident for future reference and pattern discovery, and enact effective preventative actions to reduce the likelihood or impact of recurrence.
Incident command center
Command, control and coordinate incident response, and effectively collaborate through Opsgenie-hosted video bridge and other integrated communication tools.
Incident investigation
See all deployments and commits leading up to an incident, gain insights into code changes.
Alerts/major incidents data visualization & analytics
Track the entire lifecycle of alerts and incidents and evaluate team efficiency. Key metrics such as resource usage, post-incident analysis, on-call analytics, and DevOps metrics help you gain insight into areas of success and opportunities for improvement.
Heartbeat monitoring
Ensure that alerting works end to end through passive monitoring of the systems forwarding alerts to Jira Service Management. Jira Service Management notifies you if it does not hear from your systems within specified time intervals.