Jira Service Management (JSM) is a big name in the IT Service Management (ITSM) world, and for good reason. It’s known for getting development, IT, and business teams to actually talk to each other on a single platform. But let’s be real, figuring out its pricing can feel like a puzzle. With different tiers, per-agent fees, and a long list of add-ons, the price you see on the website is almost never what you actually pay.
If you’re trying to budget for JSM, you’re in the right place. This guide gives you a clear, no-fluff breakdown of every Jira Service Management pricing plan. We’ll dig into what you get, what you don’t, and point out the potential hidden costs that can sneak up on you. More importantly, we’ll help you figure out the right tier for your team without paying for stuff you don’t need.
What is Jira Service Management anyway?
Before we get into the money talk, let’s quickly cover the basics. Jira Service Management is Atlassian’s main tool for ITSM. It’s built to help teams manage everything from service requests and incident reports to fixing deep-rooted problems and handling change requests. Think of it as the command center for all service-related tasks in your company.
The main idea is to get your development and IT operations teams on the same page, creating one smooth platform to deliver services and fix issues faster. JSM comes with features like a customizable service desk, a built-in knowledge base so people can help themselves, on-call scheduling for when things break, and asset management to keep track of your hardware and software. It’s a pretty beefy tool designed for modern, fast-moving teams.
Jira Service Management pricing: A detailed breakdown of the plans
Atlassian’s pricing for JSM is mostly based on a per-agent, per-month model. The more agents you have, the more you pay, though they do offer some discounts for bigger teams (we’ll get to that later). Picking the right plan is key, and it really comes down to your team’s size, what features you can’t live without, and how mature your IT setup is.
Let’s break down each plan.
The free plan in Jira Service Management pricing: For small teams and testing the waters
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Price: $0, free forever.
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Best for: Startups, tiny teams with three or fewer agents, or anyone who just wants to kick the tires on JSM’s basic features without pulling out a credit card.
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Key Features: You get service desk templates for IT and business teams, a customer portal for tickets, an embedded knowledge base that runs on Confluence, and basic request queues.
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Key Limitations: This plan is hard-capped at three agents. You’re also stuck with 2 GB of file storage, only 100 email notifications per day, and just 500 automation rule runs per month. If you hit a snag, your only support is the public Atlassian Community forum.
The standard plan in Jira Service Management pricing: For growing teams
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Price: Kicks off at $19.04 per agent/month if you pay monthly. This cost per agent drops a bit as you add more people.
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Best for: Small to mid-sized businesses that are feeling the squeeze of the Free plan and need a more complete ITSM tool, but aren’t ready for the really advanced stuff like asset management or AI.
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Key Features: The agent limit skyrockets to 20,000, storage is a much healthier 250 GB, and you get 5,000 automation rule runs a month. You can also create a custom-branded help center and get audit logs for better tracking.
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Key Limitations: This is where you start noticing what’s missing. The Standard plan doesn’t have some really important ITSM features, like asset and configuration management (CMDB), better incident management workflows, or the AI-powered Virtual Agent. Support is also limited to your region’s business hours, which is tough if you have a global team.
The premium plan in Jira Service Management pricing: For advanced ITSM and operations
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Price: Jumps up to $47.82 per agent/month when billed monthly.
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Best for: Larger organizations with established ITIL processes, DevOps teams managing critical services, and any company that needs their system to be up and running pretty much all the time.
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Key Features: You get everything in Standard, plus the heavy hitters: asset and configuration management, advanced incident and change management, a Virtual Agent for conversational help, unlimited storage, a 99.9% uptime guarantee, and 24/7 Premium Support for major issues.
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Key Limitations: Even at this price point, you’re not totally out of the woods. The included Virtual Agent and Assets features have usage caps, and you’ll get hit with extra fees if you go over. And, a little shockingly, a basic security feature like single sign-on (SSO) is still not included and costs extra.
The enterprise plan in Jira Service Management pricing: For large-scale, complex organizations
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Price: Custom pricing, billed annually. You can bet this will start well into the six-figure range.
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Best for: Huge, global companies that need top-level security, have complex compliance needs, and want to manage multiple JSM sites under one big account.
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Key Features: You get everything in Premium, plus support for up to 150 different sites, Atlassian Guard Standard (which finally gives you SSO and user provisioning), Atlassian Analytics for deep insights, a 99.95% uptime guarantee, and dedicated senior support with the quickest response times.
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Key Limitations: The biggest catch is the commitment. This plan is annual only, and its feature set is usually way more than what most companies need unless you’re a massive, complex operation.
At-a-glance comparison of Jira Service Management pricing and features
To make it a bit simpler, here’s a table that sums up the main differences between the Jira Service Management pricing plans.
| Feature | Free | Standard | Premium | Enterprise |
|---|---|---|---|---|
| Price (per agent/mo) | $0 | $19.04 | $47.82 | Custom |
| Agent Limit | 3 | 20,000 | 20,000 | 20,000 |
| Storage | 2 GB | 250 GB | Unlimited | Unlimited |
| Uptime SLA | None | None | 99.9% | 99.95% |
| Support | Community | 9/5 Regional | 24/7 Critical | 24/7 Senior |
| Asset Management | No | No | Yes (with limits) | Yes (with limits) |
| AI Virtual Agent | No | No | Yes (with limits) | Yes (with limits) |
| SSO (Atlassian Guard) | Paid Add-on | Paid Add-on | Paid Add-on | Included |
Uncovering the hidden costs of Jira Service Management pricing
The monthly price for JSM is really just the starting point. To figure out what you’ll actually spend, you have to look at all the "hidden" fees that can quietly inflate your bill.
The cost of basic security in Jira Service Management pricing: Atlassian guard
For most companies today, single sign-on (SSO) isn’t a nice-to-have; it’s a basic security need. But for JSM’s Standard and Premium plans, SSO and SCIM user provisioning are locked behind another paid subscription called Atlassian Guard. Making companies pay extra for baseline security is a pretty big hidden cost and can be a deal-breaker for many.
Surprise fees for AI and assets in Jira Service Management pricing
The Premium plan talks a big game about its AI-powered Virtual Agent and Asset Management, but you need to read the fine print. According to the Jira Service Management pricing details, you’ll be charged overage fees if you go over your monthly allowance. The Virtual Agent costs an extra $0.30 per "assisted conversation" over 1,000 a month, and Assets will cost you $0.05 per object over 50,000 a month. These unpredictable fees make it really hard to budget with any confidence.
Paying for collaborators: A hidden cost in Jira Service Management pricing
The per-agent model causes a real headache when people outside your main support team, like developers or product managers, need to chime in on a ticket. Do you really want to pay for a full, pricey agent license for someone who might only comment on a ticket once or twice a month? This setup discourages teams from working together and just isn’t cost-effective.
Marketplace apps and their impact on Jira Service Management pricing
If you need something that isn’t in your plan, like better analytics or a specific integration, you’ll probably head to the Atlassian Marketplace. While the marketplace has a ton of options, these apps almost always have their own monthly fees, adding yet another charge to your bill.
A smarter way to add AI and optimize your Jira Service Management pricing
After looking at the hidden costs and limits of JSM’s own AI, you might be wondering if there’s a better option. What if you could add powerful AI to any Jira Service Management plan without getting forced into a huge upgrade or worrying about surprise fees?
This is exactly what eesel AI does. It’s an intelligent AI platform that works right on top of your existing tools, including your JSM instance, no matter which plan you’re on.
Get AI without the forced upgrade
eesel AI’s products, like the AI Agent for hands-off support and AI Copilot for helping your human agents, plug right into JSM Free, Standard, and Premium. This means you can get powerful AI automation without shelling out for a JSM Premium or Enterprise license just for their limited virtual agent. It’s a simple way to add intelligence exactly where you need it. You can check out eesel AI’s integration for Jira Service Management to see how it all connects.
Pricing that actually makes sense
JSM’s model makes you pay for every single agent, even the ones who barely use it. It also hits you with overage fees for AI. On the other hand, eesel AI’s pricing is based on interactions. You pay for the work the AI actually does, like the number of replies it sends or tasks it completes, not for every user on your team. This model is way more predictable, easier to scale, and makes more financial sense, especially for collaborative teams.
Train AI on all your company knowledge
JSM’s native AI mostly learns from its own little knowledge base. That’s a problem, because most company knowledge is scattered everywhere but the official KB. eesel AI connects to all your knowledge sources: past tickets, internal wikis in Confluence or Notion, Google Docs, and even your team’s Slack DMs. By learning from the complete picture, eesel AI gives answers that are way more accurate and helpful.
| Feature | Jira Service Management (Premium/Enterprise) | eesel AI (on any JSM plan) |
|---|---|---|
| Pricing Model | Per-agent + surprise overages | Interactions-based, predictable tiers |
| Plan Requirement | Premium or Enterprise plan only | Works with Free, Standard, Premium, & Enterprise |
| Knowledge Sources | Only the embedded knowledge base | All sources (tickets, docs, chats, etc.) |
| Flexibility | Stuck inside the Atlassian ecosystem | Integrates with your whole tech stack |
How to choose the right plan based on Jira Service Management pricing
Still unsure which plan is the one for you? This simple decision tree might help you find the best place to start.
Pro Tip: Always start with the Free plan or a 7-day trial of Standard to figure out what you really need. You can always add advanced tools like eesel AI later, which helps you avoid jumping into a pricey Premium plan too early.
Empower your service desk without breaking the bank on Jira Service Management pricing
Look, Jira Service Management is a powerful tool, no doubt. But its pricing is a minefield of per-agent fees, expensive add-ons, and hidden costs. The way they handle security and AI, in particular, can make it a much bigger investment than it looks at first glance.
But you can be smart about how you scale. Instead of overpaying for a higher JSM tier just to get a limited AI, you can make the plan you already have much better. By adding an intelligent layer like eesel AI, you get top-notch automation that costs less and plugs right into the workflow you already use.
Ready to see how you can give Jira Service Management a serious boost with powerful, affordable AI? Explore eesel AI’s solutions for ITSM or book a demo to see it for yourself.
Frequently asked questions
Yes, the list price is just the beginning. The biggest hidden costs include paying extra for basic security like SSO via Atlassian Guard, potential overage fees for AI and Asset Management on the Premium plan, and extra charges for any apps you add from the Marketplace.
The main trigger to upgrade is hitting the three-agent limit. You should also consider upgrading to the Standard plan if you need more than 2 GB of storage, require audit logs for compliance, or need business-hours support from Atlassian.
Unfortunately, anyone who needs to comment on or resolve tickets must have a full, paid agent license. This model can become expensive if you have many collaborators who only interact with the service desk infrequently.
To access JSM’s native AI Virtual Agent, you must upgrade to the expensive Premium or Enterprise plan. Even then, your usage is capped, and you will be charged extra fees if you exceed your monthly allowance for AI conversations or managed assets.
No, SSO is not included in the Free, Standard, or even the Premium plans. To get SSO and other key security features like user provisioning, you must purchase a separate subscription to Atlassian Guard, which is a significant additional cost.
The Enterprise plan uses custom pricing that is billed annually and is intended for large-scale, complex organizations. It includes features like multi-site management, data residency controls, a 99.95% uptime SLA, and includes Atlassian Guard for security.
