Jira Service Management

Name: Jira Service Management
Brand: Atlassian
Price: 21 USD
Rating: 3.9 (1956 reviews)

Claim this tool Editor reviewed

Unite teams on a single AI-powered platform to deliver service at scale.

From $21/mo (free plan available)

Freemium Customer Support Incident Management Workflow Automation AI Assistants

Visit Website

3.9 (1,956 across the web)

Freemium Visit Website

Reviews on G2 Capterra SourceForge

1,956 reviews tracked

The Bottom Line

Updated May 26, 2026

Price: From $21/mo (free plan available). Compare plans

Key facts

Unifies IT, HR, and other service teams on a single AI-powered platform.
Streamlines ITSM practices like request, incident, and change management with AI automation.
Enhances collaboration between Dev and Ops, improving service delivery and incident resolution.

Pros

Seamless integration with Atlassian ecosystem
Flexible and customizable workflows
Free tier for up to 3 agents
Strong ITSM and ITIL capabilities
Excellent knowledge base integration

Cons

Can be complex to configure initially
Pricing scales quickly with agent count
UI can feel cluttered for simple use cases
Some features require add-ons
Learning curve for non-technical users

What is Jira Service Management?

Editorial review

Jira Service Management is an AI-powered platform designed to revolutionize IT support and scale service experiences across various teams, including IT, HR, facilities, and engineering. It helps organizations end bad service management by providing a unified platform for managing requests, automating support interactions, and improving collaboration between development and operations teams. The platform offers features like request management, incident management, problem management, change management, asset management, configuration management, and knowledge management. With AI capabilities, it provides 24/7 self-service, intelligent triage of requests, smart context for personalized support, and automated post-incident reviews. Jira Service Management aims to accelerate deployments, minimize risk, detect and resolve incidents faster, and improve overall service resilience for over 60,000 customers worldwide. It caters to a wide range of users, from startups managing incoming requests to enterprises seeking a fast, flexible ITSM solution. The platform integrates with over 1,000 applications and offers a robust API for customization, ensuring it can adapt to diverse use cases and scale with organizational needs.

Available on: Web

Louis Corneloup Updated May 26, 2026 · how we evaluate Source atlassian.com ↗

Ratings Across the Web

3.9 (1,956 reviews)

Jira Service Management holds an aggregate rating of 3.9 out of 5 from 1,956 reviews across G2, Capterra and SourceForge, last checked September 17, 2026.

SourceForge 119 reviews

2.3/5

Ratings aggregated from independent review platforms. Learn more

Key Features

ITIL-aligned service desk with incident management
Self-service portal for customers and employees
SLA management with real-time tracking
Asset and configuration management (CMDB)
Automation rules for workflow efficiency
Deep integration with Jira Software and Confluence

Pricing Plans

Free Trial

Pricing checked Oct 3, 2026

Jira Service Management plans and prices, checked October 2026
Plan	Price	Details
Free	$0	Up to 3 agents Incident management Service desk Knowledge base +1 more Show less SLA management
Standard	$21/per agent/month	Growing teams All Free features Automation Support +1 more Show less 250GB storage
Premium	$47/per agent/month	Organizations AI-powered service desk Asset management Advanced reporting +1 more Show less Unlimited storage
Enterprise	Custom	Enterprise All Premium features Multi-site support Dedicated support +1 more Show less Data residency

Calculate your cost View full pricing

Is Jira Service Management worth the price?

Good value

Jira Service Management offers a fair pricing structure, especially with its generous Free tier for up to 3 agents.

The Standard tier at $21 per agent/month provides good value for growing teams, while the Premium tier at $47 per agent/month becomes quite expensive, quickly adding up for larger teams. This pricing is best for small teams leveraging the Free tier, and medium-sized businesses needing robust IT service management.

Full Jira Service Management pricing: every plan, hidden costs and alternatives

How Jira Service Management's pricing compares

At $21/agent/mo, Jira Service Management is mid-range of its 5 comparable direct competitors ($16 to $800/mo across the set).

Squadcast

$16

Freshdesk

$19

Jira Service Management

$21

PagerDuty

$21

Kayako

$30

FireHydrant

$800

Entry paid plan, monthly, per agent. Pricing checked Oct 3, 2026.

Reviews

Improve Your Thinking Patterns Using ChatGPT cover

$99 Free with your review

Review Jira Service Management, get a free AI guide

Share your experience and we will send you Improve Your Thinking Patterns Using ChatGPT, free.

Write a review

3.9/5

Across 1,956 verified user reviews on G2, Capterra, SourceForge

Add your hands-on experience using the offer above to help the next buyer.

Best Jira Service Management Alternatives

Top alternatives based on features, pricing, and user needs.

View full list →

PagerDuty Freemium

Orchestrate incident detection, response, and reviews

4.5

Freshdesk Paid

Scale support with smart ticketing, automation, and AI

4.4

Kayako Paid

Unified customer service platform for modern support teams

4.1

FireHydrant Freemium

Incident management for engineering teams

4.6

Ivanti Paid

Automate IT and security workflows to innovate, not firefight, with AI-powered solutions.

4.2

Squadcast Freemium

Incident management and SRE platform

4.2

Catalytic Automation Paid

Automate manual business processes for Dev and IT Operations with human-in-the-loop capabilities.

Allma Freemium

Automate incident response and streamline communication for engineering teams.

See all customer support tools →

Still deciding?

Most buyers shortlist 2 or 3 tools before committing. Pull a side-by-side comparison or browse the full alternatives shortlist below.

All Jira Service Management alternatives 8+ tools ranked, pricing + verdict per pick Jira Service Management vs PagerDuty Head-to-head: features, pricing, who wins Jira Service Management vs Freshdesk Head-to-head: features, pricing, who wins Jira Service Management vs Kayako Head-to-head: features, pricing, who wins

Explore More

Jira Service Management FAQ

How does Jira Service Management improve IT support?

Jira Service Management revolutionizes IT support by providing an AI-powered platform that unifies request management, automates support interactions, and enhances collaboration between development and operations teams. It offers features like intelligent triage and 24/7 self-service to accelerate deployments and minimize risk.

Which teams benefit most from Jira Service Management?

Jira Service Management is designed for a wide range of teams, including IT, HR, facilities, and engineering, to scale service experiences. It is suitable for organizations from startups managing incoming requests to enterprises needing a fast and flexible ITSM solution.

How does Jira Service Management compare to Freshdesk?

Jira Service Management offers strong ITSM and ITIL capabilities and seamless integration with the Atlassian ecosystem, which may differ from Freshdesk's offerings. It also provides a free tier for up to 3 agents, allowing smaller teams to get started without initial investment.

What kind of limitations should users consider with Jira Service Management?

Users should be aware that Jira Service Management can be complex to configure initially and has a learning curve for non-technical users. Its pricing also scales quickly with agent count, and some features may require additional add-ons.

Does Jira Service Management include a free tier?

Yes, Jira Service Management offers a free tier for up to 3 agents, which allows smaller teams to utilize its core functionalities. Paid plans are available for organizations requiring more extensive usage and advanced features.

Can Jira Service Management integrate with other applications?

Jira Service Management integrates with over 1,000 applications, providing extensive connectivity for diverse use cases. It also offers a robust API for further customization, ensuring it can adapt to various organizational needs.

How does Jira Service Management use AI to enhance service delivery?

Jira Service Management leverages AI capabilities to provide 24/7 self-service options and intelligent triage of requests. It also offers smart context for personalized support and automates post-incident reviews to improve overall service resilience.

Source: atlassian.com

Guides & Articles

Best IT Service Management Software

Features Jira Service Management

Best Incident Management Software in 2026

Features Jira Service Management

Best Free Customer Support Tools in 2026

Features Jira Service Management

Help Desk Software Compared: 9 Platforms Tested in 2026

9 min read