Prices, limits and dates come from Atlassian's own pricing pages, licensing FAQs, support docs, announcements and Atlassian staff posts, with G2 reviews and named Atlassian partners and benchmark sites where Atlassian is silent. All were checked on 28 September 2026. No vendor reviewed or paid for this article. We did not run hands-on tests.
Jira Service Management (JSM) pricing starts at $0 for up to 3 agents. Atlassian lists Standard at $20 and Premium at $51.42 per agent per month, and Enterprise is quote-only (Atlassian, as of 28 Sep 2026). Customers who raise requests are free.
That list price is only the floor. JSM is now sold inside Atlassian's Service Collection. New list prices apply to renewals from 13 October 2026 (Atlassian, as of 28 Sep 2026). Extra AI and automation usage is billed from 3 December 2026 (Atlassian, as of 28 Sep 2026). If you own a service desk budget, are heading into a renewal, or are weighing a switch, this guide covers every line that moves the total.
Key takeaways
- JSM Cloud is free for up to 3 agents. Paid plans list at $20 (Standard) and $51.42 (Premium) per agent per month, and Enterprise is priced by sales (Atlassian, as of 28 Sep 2026).
- New cloud list prices take effect for renewals on or after 13 October 2026 (Atlassian, as of 28 Sep 2026). Atlassian partner Eficode puts the JSM increase at 7.5% for Standard and Premium and 10% for Enterprise (Eficode, as of 28 Sep 2026).
- Extra usage of Rovo credits ($0.01 per credit) and automation steps ($0.50 per 1,000) is billed from 3 December 2026 (Atlassian, as of 28 Sep 2026; Atlassian, as of 28 Sep 2026).
- Existing Standard and Premium customers move to Service Collection automatically in their renewal window, at equivalent pricing (Atlassian Community, Atlassian staff, as of 28 Sep 2026).
- Atlassian's Jira Cloud backup excludes automation flows, Assets, Opsgenie-powered features and third-party app data, so plan those separately in any move (Atlassian, as of 28 Sep 2026).
Jira Service Management pricing at a glance
Jira Service Management has four cloud plans: Free, Standard, Premium and Enterprise. The prices below are the listed per-agent monthly prices on Atlassian's Service Collection pricing page. The page does not state the agent count behind them and points buyers to its calculator for an exact quote.
| Plan | Listed price (per agent, per month) | Agent limit | Billing | Headline inclusions |
|---|---|---|---|---|
| Free | $0 | 3 agents | n/a | Portal, email and chat requests, knowledge base, 2 GB storage, community support |
| Standard | $20 | Up to 100,000 | Monthly or annual | Rovo agents, search and chat; Assets; audit logs; data residency |
| Premium | $51.42 | Up to 100,000 | Monthly or annual | Advanced incident, problem and change management; virtual service agent; AIOps; 99.9% uptime SLA |
| Enterprise | Contact sales | Up to 100,000 | Annual only | Atlassian Analytics and Data Lake; Atlassian Guard Standard; up to 150 sites |
Source: Atlassian, as of 28 Sep 2026.
Annual billing saves "up to 17%", and annual plans are charged for the user tier closest to your count (Atlassian, as of 28 Sep 2026). Atlassian also offers volume discounts as seats increase, with each user priced at the rate of the band it falls into (Atlassian, as of 28 Sep 2026).
Standard and Premium come with a 14-day free trial, and Atlassian will extend a trial to a maximum of 30 days on request (Atlassian, as of 28 Sep 2026).
What counts as an agent, and who is free
In Jira Service Management, an agent is a licensed user who works queues, sees SLA metrics, manages customers and maintains knowledge content. Customers raise and track requests through the portal or email, and Atlassian says "customers are free" and unlimited (Atlassian, as of 28 Sep 2026).
JSM is licensed separately from Jira. Atlassian notes you do not need the same number of Jira and Service Collection licenses (Atlassian, as of 28 Sep 2026).
JSM is now sold inside the Service Collection
The Service Collection is the cloud package that Jira Service Management is now sold in. Atlassian introduced it on 7 October 2025, and it bundles Jira Service Management (formerly Jira Service Desk), Customer Service Management, Assets and Rovo agents (Atlassian, as of 28 Sep 2026). It is cloud only and sold as one package, with no option to buy the apps separately (Atlassian, as of 28 Sep 2026).
For current customers, an Atlassian staff post says JSM Standard and Premium subscriptions move to Service Collection automatically during the renewal window. Licenses convert one to one at equivalent pricing, and Customer Service Management adds no seat charge (Atlassian Community, Atlassian staff, as of 28 Sep 2026).
JSM pricing by plan: what each tier includes
Each paid JSM plan comes with allowances for automation steps, Rovo credits and Assets objects, and Premium is the first plan with advanced incident, problem and change management. The table shows what the per-agent price buys.
| Capability | Free | Standard | Premium | Enterprise |
|---|---|---|---|---|
| Automation steps (per month) | 1,250 per subscription | 3,000 per user | 6,500 per user | 9,500 per user |
| Rovo credits (per user, per month) | Not listed | 250 | 700 | 1,500 |
| Assets objects included | Not listed | 5,000 | 50,000 | 500,000 |
| Virtual service agent | No | No | 1,000 assisted conversations a month | 1,000 assisted conversations a month |
| Advanced incident, problem and change management | No | No | Yes | Yes |
| Uptime SLA | No | No | 99.9%, financially backed | Included |
| SSO and SCIM | Guard add-on | Guard add-on | Guard add-on | Guard Standard included |
| Analytics and Data Lake, multiple sites | No | No | No | Yes, up to 150 sites |
Sources: Atlassian pricing and Atlassian licensing FAQ, as of 28 Sep 2026.
Atlassian moved advanced incident, problem and change management out of Free and Standard in October 2024 (Atlassian, as of 28 Sep 2026). Assets reached Service Collection Standard in early 2026, with all Standard customers due to be enabled by 12 March 2026 (Atlassian Community, Atlassian staff, as of 28 Sep 2026).
Standard vs Premium: where the price jump buys something
Premium is the JSM plan for teams that run formal problem and change management, since Standard leaves those features out. Atlassian's Premium page also lists change risk assessment and CI/CD change gating, alert grouping and AI incident creation, a sandbox, and 24/7 support with under one hour response for critical issues (Atlassian, as of 28 Sep 2026).
The same page caps Standard where Premium is unlimited:
| Limit | Standard | Premium |
|---|---|---|
| Storage | 250 GB | Unlimited |
| Major incidents | 100 a month | Unlimited |
| Postmortems | 5 | Unlimited |
Source: Atlassian, as of 28 Sep 2026.
Premium also brings Assets Data Manager, which Atlassian reserves for Premium and Enterprise (Atlassian, as of 28 Sep 2026). If change runs through CAB approvals, budget for Premium.
When Enterprise is worth a quote
Enterprise is annual only and priced by sales. It adds Atlassian Guard Standard, Atlassian Analytics and Data Lake, and up to 150 sites (Atlassian, as of 28 Sep 2026). Since SSO costs extra below Enterprise, get a quote once you pay for Premium plus Guard across a large agent base.
Usage-based charges and add-ons in Jira Service Management
Jira Service Management has five usage meters on top of the seat price: Rovo credits, automation steps, Assets objects, virtual service agent conversations and, for Customer Service Management, AI agent resolutions. Allowances are pooled across the organization, so one busy team can use everyone's headroom.
| Meter | Included | Price above allowance | Status |
|---|---|---|---|
| Rovo credits | 250 / 700 / 1,500 per user a month (Standard / Premium / Enterprise), pooled | $0.01 per credit ($10 per 1,000) | Pricing applies to usage from 31 Aug 2026; extra usage billed from 3 Dec 2026 |
| Automation steps | 1,250 (Free) up to 9,500 per user (Enterprise), pooled | $0.50 per 1,000 steps | Extra usage billed from 3 Dec 2026 |
| Assets objects | 5,000 / 50,000 / 500,000 | From $0.02 per object a month, with volume discounts | Live |
| Virtual service agent | 1,000 assisted conversations a month or 12,000 a year (Premium, Enterprise) | From $0.30 per assisted conversation | Live |
| AI agent resolutions (Customer Service Management) | None | $1.00 per resolution | From 3 Dec 2026 |
Sources: Rovo usage limits, automation usage, Service Collection pricing, Service Collection licensing, Atlassian staff post on CSM pricing; all Atlassian, as of 28 Sep 2026.
The Assets rate came down in 2025. Atlassian cut the overage price from $0.05 to $0.02 per object a month on 7 October 2025 and raised the Enterprise allowance to 500,000 objects (Atlassian Community, Atlassian staff, as of 28 Sep 2026).
What counts as an automation step now
An automation step is each trigger, condition, action, branch or loop that a rule executes. Atlassian used to count one run per completed rule. Under step counting, a rule that checks priority, assigns a user and sends a notification uses 4 steps (Atlassian, as of 28 Sep 2026). Steps that call Rovo draw on Rovo credits instead (Atlassian, as of 28 Sep 2026).
Spend controls
Usage above the allowance is billed in arrears on the next invoice. Admins get alerts at 80% and 100% of the allowance, can set a monthly spend limit, and allowances reset each monthly cycle (Atlassian, as of 28 Sep 2026). If extra usage is switched off, billable Rovo actions pause until the allowance resets (Atlassian, as of 28 Sep 2026).
Paid add-ons
- Atlassian Guard for SSO and SCIM: Standard $4.20 and Premium $8.18 per user a month. Guard Standard is included with Cloud Enterprise (Atlassian, as of 28 Sep 2026).
- Backup and Restore: a paid add-on for Premium and Enterprise plans on Jira, JSM and Confluence, with backups kept for up to 30 days (Atlassian, as of 28 Sep 2026). Atlassian does not list its price on that page.
- Marketplace apps: cloud apps bought through Atlassian must match the host product's user count (Atlassian Developer, as of 28 Sep 2026).
Jira Service Management cost of ownership: what the per-agent price leaves out
The total cost of Jira Service Management is agent seats times the list price, plus five factors the per-agent price leaves out. Run the same check on any platform you compare, whether that is how ServiceNow prices its ITSM plans or Freshservice's per-agent plans.
1. The October 2026 list price change. Atlassian confirms new cloud list prices from 13 October 2026. Existing customers pay them on renewals from that date, and annual quotes issued before it are honored until they expire (Atlassian, as of 28 Sep 2026). Atlassian's FAQ does not publish the percentages. Eficode, an Atlassian partner, reports 7.5% for JSM and Service Collection Standard and Premium and 10% for Enterprise (Eficode, as of 28 Sep 2026).
2. How Atlassian counts users. Monthly plans use maximum quantity billing: you pay for the highest number of users in the cycle, and removing someone mid-month earns no credit (Atlassian, as of 28 Sep 2026). Users also count as soon as they are added to the app, even if they never accept the invite (Atlassian, as of 28 Sep 2026).
3. Licenses around JSM. Jira and Confluence are licensed separately, Guard adds a per-user charge below Enterprise, and Marketplace apps follow your full user tier.
4. The Opsgenie consolidation. Opsgenie reached end of sale on 4 June 2025 and shuts down on 5 April 2027, with its alerting, on-call and incident features now in JSM (Atlassian, as of 28 Sep 2026). Teams that budgeted Opsgenie separately need to re-baseline, and may need Premium for the incident features they used.
5. Admin and configuration effort. On G2, JSM scores 4.3/5 from 986 reviews. The most-mentioned drawbacks are a steep learning curve, complex setup, a confusing interface, cost and complex administration (G2, as of 28 Sep 2026). That is admin time or partner fees, not on Atlassian's invoice.
How to lower your Jira Service Management bill (and when to act)
Renewal is your main lever for lowering a JSM bill. In 2026 it is also when the new list prices and the Service Collection transition reach you.
- Audit agents before renewal. Remove people who no longer work tickets, because users count once added (Atlassian, as of 28 Sep 2026).
- Check your quote date. Annual quotes issued before 13 October 2026 are honored at current pricing until they lapse (Atlassian, as of 28 Sep 2026).
- Compare annual and monthly. Annual billing saves up to 17% (Atlassian, as of 28 Sep 2026).
- Set usage limits before 3 December 2026. Measure automation steps and Rovo credits now, and set a monthly cap (Atlassian, as of 28 Sep 2026).
- Keep Assets under the threshold. Archive retired CIs before you cross 5,000 or 50,000 objects (Atlassian, as of 28 Sep 2026).
- Check discount eligibility. Atlassian prices cloud at 75% off for eligible Community customers and 50% off for Academic ones (Atlassian, as of 28 Sep 2026).
- Negotiate with data. Vendr reports a median Atlassian contract of $91,250 a year and average savings of 11% across 835 purchases, for Atlassian products overall rather than JSM alone (Vendr, as of 28 Sep 2026).
If the audit shows you use half the platform, the cheaper answer may be a different platform, and a look at the top ITSM tools in 2026 is a fair place to start the shortlist. That is a migration decision, not a licensing one, and it belongs in an ITSM migration plan that keeps your service history in scope.
Jira Service Management Data Center pricing and end of life
Atlassian does not publish Data Center prices. Its JSM Data Center licensing page directs buyers to sales, and Assets (formerly Insight) has been bundled with JSM Data Center since 2 February 2021 (Atlassian, as of 28 Sep 2026).
The bigger cost question is the end of Data Center. New Data Center subscriptions stopped selling on 30 March 2026. Existing customers can expand until 30 March 2028, and subscriptions expire and become read-only on 28 March 2029 (Atlassian, as of 28 Sep 2026). What you can still do on each date is covered in Jira Data Center end of life: dates and options.
Atlassian offers incentives to move to cloud. Customers buying Cloud Enterprise by June 2027 may get a 10% to 20% first-year discount. Qualified customers get step-up credits for unused maintenance, cloud migration trials that match their Data Center term, and, for larger customers, dual licensing (Atlassian, as of 28 Sep 2026). Model cloud and Data Center costs side by side before you commit.
The cost of switching into or out of Jira Service Management
The cost of switching into or out of JSM is the new license plus the work of moving your service history and rebuilding the configuration around it. Records move; configuration is rebuilt. Workflows, automations, business rules, SLA definitions, macros and running SLA timers do not migrate. They are rebuilt on the target and tested before cutover.
| Moves (with mapping) | Gets rebuilt on the target | At risk if not planned |
|---|---|---|
| Requests, incidents, problems and changes | Workflows and status models | Assets objects and their links to tickets |
| Comments and attachments | Automation rules | SLA history and breach records |
| Users, groups and organizations | SLA definitions, calendars and running timers | Internal vs public comment visibility |
| Knowledge articles | Queues, request types and portal forms | Alert, on-call and incident history from Opsgenie-powered features |
| Priority matrix and assignment rules | Marketplace app data |
Atlassian's own tooling shows where the gaps are. The Jira Cloud backup excludes automation flows, third-party apps and their data, JSM features powered by Opsgenie, and Assets (Atlassian, as of 28 Sep 2026). List those gaps when you audit your legacy help desk data before the migration, so nothing is left behind by default.
Moving in, Jira Cloud accepts data through CSV and JSON importers and from some third-party tools (Atlassian, as of 28 Sep 2026). Those importers create work items. They do not recreate the links between incidents, problems, changes and CIs, or rebuild SLA history, unless you map that work yourself. If you plan to script the import in-house, read why automated migration scripts fail first. Teams coming from Zendesk or ServiceNow can start with the Zendesk to Jira migration guide or the ServiceNow migration guide.
Budget for license overlap too. During test migration, parallel run and hypercare you typically pay for both platforms. Atlassian offers dual licensing only to eligible Data Center customers moving to its cloud (Atlassian, as of 28 Sep 2026). How long the overlap lasts depends on data volume, scope and how many test migrations you run, and there is no neutral public benchmark for it. How long data migration takes walks through those drivers. Plan the freeze window, delta sync and reconciliation so the overlap ends on a signed-off go/no-go.
Jira Service Management pricing FAQ
Methodology
We used Atlassian's pricing pages, licensing FAQs, support docs, blog posts and Atlassian staff posts on its Community, checked on 28 September 2026. Where Atlassian publishes no figure, such as the October 2026 percentages or contract benchmarks, we used named third parties (Eficode, Vendr) and say so inline. Review data comes from G2. Prices are in US dollars as listed, excluding tax. We ran no hands-on tests.
Disclosure: MigrateX, the publisher of this article, runs ITSM data migrations, including between platforms named here. No vendor reviewed or paid for this article.