Jira Service Management Pricing: Is It Worth It In 2025?

Jira’s Service Management offering for IT teams features various pricing tiers and options, so I want to help you ensure that its pricing aligns with your IT team’s needs and budget.

In this article, I’ll break down Jira’s Service Management pricing plans and explore if the platform offers good value for money.

At the end of this pricing guide, we’ll go over a Jira alternative for ITSM that best covers the tool’s weaknesses.

Jira Service Management Pricing Overview

Jira Service Management solution helps IT teams receive, track, manage, and resolve end-user requests.

The platform packages all its features in four tiers, including a freemium plan and three paid plans.

Here’s how different plans stack up against each other. 👇🏼

Free plan: Includes templates for ITSM and customer service, as well as access to alerts, on-call schedules, and an incident template.
Standard plan: Starting from $23.80 per agent/month when billed monthly for 10 users, which adds a custom-branded help centre, and unlimited email notifications.
Premium plan: Starting from $53.30 per agent/month when billed monthly for 10 users, which adds Rovo Agents, Search and Chat, for AI-powered service.
Enterprise plan: Custom pricing, which adds cross-product insights with Atlassian Analytics and Data Lake.

💡Similar to how all Atlassian products work, Jira’s Service Management offers bulk discounts depending on how many seats you require.

What are ‘’agents’’ in Jira’s Service Management?

In Jira Service Management, an agent is defined as a user who can work on tickets and communicate directly with your end users.

Agents are capable of:

Viewing the portal, queues, reports, and SLA metrics within a service project.
Viewing, adding, editing, and deleting customer-facing and internal comments on issues.
Adding customers to a service project.
Viewing, creating, and managing content in the knowledge base.
Managing customers, employees and/or organizations.

For the sake of simplicity, I’ll keep Jira SM’s pricing for 10 agents, which would be realistic for an SME.

⚠️ Disclaimer: Jira Service Management has different pricing than its regular Jira pricing, which is why I decided to create this article for IT teams.

Let’s go over each one of Jira’s SM pricing tiers: 👇

Jira’s Free Plan

Jira’s freemium plan is free forever for up to 3 agents and has been designed for individuals and small teams looking to start with ITSM.

The free plan includes:

Templates for ITSM, customer service, HR, and incident management.
Alerts and on-call schedules.
Multi-channel support, including customer portal, email, and chat.
Work intake through forms that you can customize, workflows, and queues.
An embedded knowledge base.
Up to 2 GB file storage and up to 500 rule runs per month (automations).

Drawback - The Free Plan Has A Limited Functionality

While the free plan is a great starting point for small teams and individuals, Jira SM’s free plan lacks advanced features.

A few user reviews from G2 confirm this, as some of them had to upgrade to a paid tier to get the functionality they need out of the platform for their small IT team.

‘’It would be nice to have premium features for free too.’’ - G2 Review.

Jira’s Standard Plan

The Standard plan starts from $23.80 per agent/month when billed monthly for 10 agents and offers the basic features to get your IT team started with ITSM with a custom-branded help centre.

With the Standard plan, your ITSM team will get:

Up to 20,000 agents for unlimited customers.
Unlimited email notifications.
5,000 rule runs per month (automations).
Unlimited service portals, Custom branding with your company URL.
Access to 250 GB of storage.
Access to the platform’s 9/5 regional support.

Drawback - Some Users Are Not Happy With The UI & Learning Curve

Some verified G2 users of the tool have expressed their concerns about the platform’s learning curve and interface.

One account executive from a smaller business mentions that the tool is not as intuitive for users who are not tech-savvy.

‘’I think Jira's weak point is ease of use. It is a tool that has a fairly slow learning curve and is not as intuitive for users who are not in the Technology environment.’’ - G2 Review.

Jira’s Premium Plan

The Premium plan starts from $53.30 per user/month when billed monthly for 10 agents and adds more AI functionality and advanced features.

The Premium plan offers everything from the Standard plan, plus:

Rovo Agents, Search and Chat, for AI-powered service and operations
Access to an AI-powered virtual service agent (1,000 assisted conversations per month).
Asset, incident, problem, change and configuration management.
Deployment gating with CI/CD tools.
Advanced alert integrations and incident investigation, and real-time incident monitoring
24/7 support for critical issues and 99.9% uptime SLA.
1,000 rule runs per user per month (automations).

➡️ Customers on Jira Service Management Premium’s plan can store 50,000 Assets objects per month and execute 1,000 Virtual Agent-assisted conversations per month at no additional cost.

Drawback - Complex Set Up

Once you get on Jira SM’s Premium plan, you’ll get access to the tool’s sea of features, but they can all be hard to set up.

According to a verified G2 user, they struggled with the tool’s complex setup process to customize the platform to their ITSM needs.

‘’Setting it up for the first time can be a bit complicated.’’ - G2 Review.

Jira’s Enterprise Plan

The Enterprise plan has custom pricing and is ideal for enterprises looking for more automation rule runs and enterprise-grade security.

The Enterprise plan starts from 201 agents and offers every feature from the Premium plan, plus:

Cross-product insights with Atlassian Analytics and Data Lake.
Advanced admin controls and security.
Enterprise-grade identity and access management.
Unlimited automation rule runs.
The ability to manage multiple sites (up to 150).
24/7 support for all kinds of issues that you run into.

Drawback - The Platform Can Get Quite Expensive

According to a verified G2 review, the platform can get very expensive when compared to other ITSM alternatives on the market.

Even though Jira provides IT teams with bulk discounts, it can be pricey to get access to the full functionality of the solution.

‘’Jira can be pretty expensive compared to other tools. It also gets the new users confused with the complex interface if they are not familiar with the tool.’’ - G2 Review.

Any surprises at contract renewal?

A verified user review from Vendr mentions that they were facing a renewal uplift the next year of using Atlassian’s products (Jira Service Management is a part of Atlassian), and they had to agree to a multi-year contract with them to secure a good price lock.

➡️ Be warned that a multi-year contract with Atlassian can mean you have to pay the full payment upfront, as one verified user review in Vendr mentions about their 24-month contract.

Looking For A Jira Alternative For ITSM?

SmartSuite offers the best Jira Service Management alternative for IT service management with our modern, no-code project management software.

Our ITSM solution has been designed to help you streamline critical IT processes, organise projects, and remove traditional obstacles in the tech landscape.

Here’s a quick walkthrough of the platform and our solution for IT teams:

Let’s go over the features that make SmartSuite the best choice for teams looking for an Jira Service Management alternative: 👇

All-In-One IT Service Management

SmartSuite helps you manage your IT processes, projects, and asset management all in one single solution.

Our no-code, easy-to-use platform empowers IT teams to automate all technical processes with ease.

Here are the features and use cases that you’ll get with SmartSuite:

Manage critical IT processes: Manage IT data and workflows in one place, from deploying help desk and issue management solutions to ensuring core business operations stay uninterrupted.

Track tickets & issues: You can deploy help desk and issue management solutions to ensure your business operations are not interrupted.

Manage your IT assets and licenses: Track all of your IT assets, to whom they are deployed to and what software versions are deployed.

Manage internal IT projects: Plan deployments, schedule your teams, and monitor progress to ensure you deliver on time and under budget.

Integrate with your existing systems: Our platform lets you integrate with existing systems and data to consolidate and centralize your data.

Automate for accuracy and efficiency: You’ll be able to remove inefficiencies and the chance for human error by automating repeatable workflows.
Monitor and report on your work with customizable IT dashboards that help your team slice and dice data, track help tickets, work requests, and more in dynamic interactive dashboards.

Streamline Your Team’s IT Workflows

SmartSuite lets you standardize your IT request workflow with a centralized work request process.

Your team can prioritize tasks, assign IT staff and ensure that you achieve SLAs.

You’ll also be able to monitor your team with flexible reports and dashboards that keep you updated in real time.

Apart from that, SmartSuite's no-code automation builder provides IT teams with a visual interface that makes it easy to respond to events and take action.

That means you can customize your ITSM workflows without technical resources.

💡 Working from mobile? You can stay connected to critical IT information, tickets and device information with our native iOS and Android apps.

Your team can use our mobile apps to share files, images, updates and other feedback to resolve problems and close tickets.

Pre-Built ITSM Templates

Our development team has prepared a bunch of ITSM templates for IT teams looking to get started right away, instead of building everything from scratch, such as an IT Help Desk.

Our ITSM template includes a:

IT Service Request Management, where you can streamline work requests, automate repetitive tasks, and manage IT assets.

IT Help Desk, which we built for internal IT departments looking to capture and resolve internal technology issues.

IT Asset Tracker, where your team can keep track of IT assets issued to employees or implemented in networks, facilities and workspaces.

Feel free to customize our ITSM management templates for various use cases, such as IT Security Policies, IT Security Audits, and IT Work Requests.

How is SmartSuite different from Jira Service Management?

Unlike Jira Service Management, SmartSuite offers a platform with:

A modern solution with an intuitive & easy-to-use interface that does not confuse your IT team or require extensive training.
An affordable and transparent pricing model with a generous free plan to help you get started.
Easy to build automated workflows that can help you build multi-step automations to trigger actions at the right time.

💡 Case Study: Learn how MediaLab transformed operations, minimized risk, and saved $40,000+ per year by cutting software costs.

How Is SmartSuite’s Pricing Different From Jira Service Management’s?

The main difference between SmartSuite’s and Jira’s pricing is that SmartSuite has a transparent pricing structure, where you can calculate how much the platform will cost, even at the Enterprise level.

SmartSuite also differentiates itself from Jira with its generous free plan with access to 250+ automation actions, team collaboration, multi-dashboard views, and more.

There are four paid plans with a 14-day free trial (no CC required):

Team: Starts at $12/user per month, including Gantt charts, timeline views, 5000 automation runs, and native time tracking.
Professional: Starts at $30/user per month and adds two-factor authentication, Gmail & Outlook integrations, and unlimited editors.
Enterprise: Starts at $45/user/month and includes access to audit logs, data loss prevention, and 50,000 monthly API calls.
Signature: A customized plan tailored to your organization’s needs and team size with no predefined limits.

Next Steps For IT Teams: Get Started With SmartSuite & Our ITSM Templates For Free

If you’re an IT leader looking to build IT service management workstreams, you can give SmartSuite a chance with our free plan and ready-to-use ITSM templates.

SmartSuite’s platform offers just the right customization, native collaboration capabilities and a library of 200+ project management templates to help teams create and maintain a project management workflow.

Here’s what's in it for your team when you try SmartSuite:

Access to a free plan with features including multi-board views (Kanban, Chart, Map, Timeline, Card, and Calendar), 100 automations/month, and 40+ field types, including formula and linked record fields.
No-code automation builder to set up to 500,000 trigger/action workflows.
Built-in productivity tools, including time tracking, status tracking, and checklists.
Team collaboration and planning tools such as whiteboards and SmartSuite docs.
Resource management across projects and teams.
40+ field types, including the option to add your custom fields.

Or, if you’d like to talk to our team of experts, schedule a demo.

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