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How Much Does Jira Service Desk Cost? Is It Really Free?

Category: B2B News
How much does Jira Service Desk cost?
Jira Service Desk cost starts free. Its costless plan allows up to three agents to utilize the platform to assist them in their IT challenges. There are no obligations so small teams can use this for as long as they want. There are also two paid packages, Standard and Premium, which cost $20 and $40 per user, respectively.

Accessible support and service are but some of the things that users and customers should expect from a platform. To that end, it is essential for a business to have a streamlined workflow, especially when it comes to customer assistance.

An IT service management software that is both flexible and feature-rich can fill this need. Such software includes tools that can address the IT concerns of users in an organized manner. On top of that, it may also have a feature for managing a configuration management database. This is an advantage as it enables direct connection to information necessary for resolving issues.

One example of an ITSM solution that meets such requirements is Jira Service Desk. In this article, we will provide an extensive overview of Jira Service Desk pricing packages. We will help you determine whether it meets your requirements and budgetary constraints.

Jira Service Desk pricing packages

Consumers are demanding when it comes to customer service. And with multiple generations to cater to, businesses have their jobs cut out for them. It was found that 81% of Americans say that businesses meet their expectations when it comes to customer service (American Express, 2017). In fact, some of them even say that organizations go beyond what they anticipated.

This has led to 54% of customers worldwide increasing their expectations when it comes to customer service (Microsoft, 2017). That is why organizations need to step up. One way they can do so is by implementing IT service management software, which enables their tech support team to assist users regarding their IT concerns. Another thing they can do is observe online customer service best practices.

customer expectations worldwide

A prime example of an ITSM platform that can fill this need is Jira Service Desk. With it, organizations can streamline their handling of IT issues to ensure that they do not have a huge impact on operations.

Overview of Jira Service Desk

JIRA dashboard

Jira Service Desk is a comprehensive ITSM solution that doubles as a service desk platform. With it, teams can provide excellent customer service because it allows users to collaborate. And through collaboration, they can better come up with answers at a faster rate.

The platform is also a flexible one because of its open-source interface. This means that every user can tailor the look and feel of Jira Service Desk to their own preference. What’s more, this enables them to be efficient, as they could place tools they use often within easy reach.

What’s more, Jira Service Desk is designed to work faultlessly with other solutions in the Atlassian toolbox. Apart from that, users can connect it with third-party applications that they can find in the Atlassian Marketplace. Thus, its extensibility allows agents to do more with less effort.

And to top it all off, the software has dedicated mobile apps for both Android and iOS. With these native apps, agents can perform their tasks on whatever device they have available and even on the go.

Detailed Jira Service Desk Review

Key Features of Jira Service Desk

  • Employee self-service portal
  • Knowledgebase
  • Customizable agent queues
  • Customer satisfaction reports
  • Incident alerts
  • Post-incident reviews
  • Incident management automation
  • Integrations
  • Incident communication with stakeholders
  • Root cause analysis
  • Dev backlog linking
  • Problem reporting
  • Change management  workflows
  • Release and deployment
  • Change approvals
  • Configuration administration
  • Change planning and scheduling
  • IT asset tracking
  • Portal smart search
  • Knowledge reporting and scoring

Jira Service Desk Free Plan and Paid Packages

Jira Service Desk pricing is divided into three plans. These are two paid bundles and one free plan. We will first get to know what tools and features come with the costless package. In this way, you can determine easily whether it has enough to assist your team in managing incidents. Next, we will look at the paid plans and what inclusions they have.

Free Plan for Small Teams

You can start using Jira Service Desk free. You can even utilize it for as long as you want or need without shelling out a single cent. On top of that, you can have three agents onboard with the costless package alone.

What’s included in the Jira Service Desk Free Plan?

  • Up to 3 agents
  • Unlimited customers
  • 100 executions of global and multi-project automation monthly
  • 2GB file storage
  • Community support

The free plan also gives organizations access to core tools like service request management, incident management, and problem management. There is also the self-service portal that allows users to find solutions to issues by themselves. What’s more, teams can change the language interface to any of the 24 options that Jira Service Desk offers. Because of this, you can meet the language preferences of your customers.

Agents can also better focus on pressing concerns because of the platform’s automation capability. The management can set up rules for this on the get-go and modify them at a later time. Because of this, agents are not burdened by administrative tasks. In line with that, you can look at the 8 best practices in business process automation to bridge any gap in your operations.

Jira Service Desk also offers free 2GB file storage with the free plan. This enables teams to store incident-related files in an organized way.

Jira Service Desk self-service portal

Jira Service Desk has a self-service portal for users.

Standard Plan for Growing Companies

The Standard Plan is the lowest paid plan that Jira Service Desk offers. Its pricing starts at $20 per month. However, the pricing is per agent. On that note, this plan can accommodate up to 5,000 agents.

What’s included in the Standard Plan?

  • Up to 5,000 agents
  • 500 executions per month of global and multi-project automation
  • Audit logs
  • 250 GB file storage
  • Support during local business hours

Though it is the most economical plan, this allows organizations to add as many agents as they need. This means that even large companies can opt for the inclusions of the Standard package.

This also gives businesses more automation executions per month. This is beneficial if you have projects that are global in nature. By setting up rules for them, you can be confident that they will be completed without a hitch.

Moreover, this pricing tier affords you larger file storage at 250GB. This means that you can transfer most or all of your customer service-related data here. Thus, you can dedicate other file sharing platforms for different data.

Support for subscribers to the Standard Plan is also available during local business hours. This means you can look forward to reliable assistance at those times for issues you may encounter with Jira Service Desk.

Jira Service Desk workflow

Jira Service Desk has a customizable workflow to aid agents in resolving cases.

Premium Plan for Established Organizations

The most comprehensive pricing tier of Jira Service Desk is the Premium package. Like the Standard bundle, its pricing is per agent. It starts at $40 per month. Organizations can also get 5,000 users onboard.

What’s included in the Premium Plan?

  • 1,000 executions of global and multi-project automation
  • Administrative insights
  • IP allowlisting
  • Sandbox
  • 99.9% uptime SLA
  • Unlimited storage
  • 24/7 premium support

Users of the premium plan can unlock premium features, such as admin insights and IP allowlisting. The former gives team managers a complete overview of how agents utilize Jira Service Desk. This can also give insights on security levels and access.

Meanwhile, IP allowlisting means that only IPs that you have expressly given rights to can access your site or system. With this, you can double down on your platform security. Indeed, it can bolster your IT security software already in place.

Another exclusive feature of the Premium package is the sandbox. With this, it is possible to test updates in a sandbox copy first. By doing so, you can make sure that everything works as expected. As such, you can prevent system downtime when rolling out updates across the organization.

And with this plan, you can expect 99.9% uptime. There is also no limited time for support–you can get in touch with Atlassian support agents at any time.

Jira Service Desk collaboration

Jira Service Desk facilitates collaboration between teams.

Things to Consider When Thinking About an Upgrade

Jira Service Desk pricing plans are scalable. This means that when you need to move up to another tier, you can do so with ease. However, before you do so, there are some things that you have to consider.


Jira Service Desk Standard offers 250GB of free file storage. For some companies, this may not be enough. That could be a consideration for selecting the Premium plan instead, which has unlimited storage. But while that sounds tempting, you have to be sure first that you can maximize the inclusion.


Around-the-clock support is only available for Premium users. If this is essential for your organization, then you can opt for Premium. However, if you can solve issues through the knowledge base, request assistance from the community, or be patient with the Atlassian support, then you can still stay with Standard.

Automation Executions

One of the main differences between the three plans offered by Jira Service Desk is the number of automation executions. The free plan has 100 per month, the Standard bundle has 500 per month, and the Premium package has 1,000 per month. If you have large projects, then you might want to scale up to the Premium service.

Once you have thoroughly thought about your requirements, you can proceed with scaling up. And to further improve your service, you can look at this guide to great social media customer service.

Nestor Gilbert

By Nestor Gilbert

Senior writer for FinancesOnline. If he is not writing about the booming SaaS and B2B industry, with special focus on developments in CRM and business intelligence software spaces, he is editing manuscripts for aspiring and veteran authors. He has compiled years of experience editing book titles and writing for popular marketing and technical publications.

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