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IT service management and help desk built on the Jira platform.
Jira Service Management is Atlassian's IT service management (ITSM) and help desk platform, built on the same engine as Jira Software so development and operations teams work in one place. It handles the core service desk workflows — request and incident management, change enablement, problem management, and a knowledge base — behind a self-service portal that lets employees and customers raise and track tickets.
Because it sits inside the Atlassian ecosystem, it links tickets directly to Jira issues, Confluence documentation, and Opsgenie alerting, which makes it a natural fit for DevOps and internal support teams already using Atlassian tools. Automation rules, SLA tracking, queues, and asset/configuration management round out the platform, with AI virtual agents available on higher tiers. It is billed per agent (the people resolving tickets), not per employee raising them.
Pricing Model
Per agent, per month
Starting Price
$0/mo
Free Options
Free version, Free trial
Up to 3 agents, core service desk features.
Per agent. Queues, SLAs, and unlimited agents.
Per agent. Adds AI, asset management, and advanced automation.
Custom pricing for large orgs — multi-site, analytics, and Atlassian Guard.
| Feature | Free | Standard Popular | Premium | Enterprise |
|---|---|---|---|---|
| Up to 3 agents | — | — | — | |
| Self-service portal | — | — | — | |
| Knowledge base | — | — | — | |
| 2 GB storage | — | — | — | |
| Unlimited agents (per-agent billing) | — | — | — | |
| SLA management | — | — | — | |
| Multiple queues | — | — | — | |
| Audit logs | — | — | — | |
| Everything in Standard | — | — | — | |
| AI virtual agent | — | — | — | |
| Asset & config management | — | — | — | |
| 24/7 Premium support | — | — | — | |
| 99.9% uptime SLA | — | — | — | |
| Unlimited sites | — | — | — | |
| Advanced analytics | — | — | — | |
| Centralized security | — | — | — | |
| Custom contract | — | — | — |
Other
DevOps
Communication
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API Types
SDK Availability
Verify SDK availability in vendor's documentation.
Developer Features
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Compliance Standards
SOC 2 Type II
EnterpriseISO 27001
EnterpriseGDPR Compliant
GlobalHIPAA
HealthcarePCI DSS
FinanceCCPA
PrivacyFedRAMP
GovernmentCSA STAR
CloudDeployment & Data
Data Residency Options
Verify with vendor for your specific region requirements.
AI-powered IT service management and enterprise service desk.
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