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pricing for Service Managment

Back in the dim mists of time Jira Help desk pricing was based on the number of users you have in Jira Software. 100 Jira Software users = 100 seats you needed to purchase for Jira Help Desk.

I am looking at Service Management now and need to know, if I have 117 users in Jira Software, will I be charged for each of them to be an agent? Or is agent a role that I can assign to a handful of people and then only be charged for, say, 6 agents?

Thank you,

Julia Grogan

3 answers

1 accepted

0 votes
Answer accepted

Hi Julia,

Jira Service Management is a separate product, so you will only need to buy license for as much agents you need, like 6, there is no relation to the number of users you have on Jira Software.



When you say separate product that brings to mind another question. It isn't a completely autonomous thing? Like different login/website? It ties into your existing Jira Software platform seamlessly, right?

Like Boyan Angelov likes this

The billing/license is different (and also the features of course) but both live on the same environment.

  • same url
  • same users/logins

Meaning you can also mix the applications on a single Instance and have users work on both Software and Service Management projects.

You can see it basically as having Office installed but you can use both Word and Excel on the same machine :) (if they licensed those separate :))

2 votes

Hi @Julia Grogan ,

Like @Boyan Angelov says, the amount of users between Jira Service Management (new name of Jira Service Desk) is not linked to the number of users in your other Application(s) being Jira Core or Jira Software.


Your Agents will be billed separate what does also mean that if someone needs access to JSW and JSM (as an Agent and not as a Collaborator) they will require both licenses.

On Cloud you do have the ability to license agents on a per agent basis but that is only if you do your billing monthly. If you go for annual billing you are required to choose a tier (25/50/100/250/..)


At the below link you can simulate your prices (for all products)

If you are going for a Datacenter flavor then you are stuck on tiers (and the monthly thing is not possible I believe). The products are still separate tho (so the tiers on JSW and JSM don't need to match)

0 votes

Hi @Julia Grogan 

As an alternative (far less expensive and without sites, users, and agents limit) you can start a free trial of the Customer Case for Jira app. It is also a portal for your external clients where they can submit their issues or ideas. It can be public (visible for everybody), private (restricted for specific email addresses or domains), or you can choose the option to make it a support service (private communication with support assistant).

Also. you can also save money if you grant browse and comment permissions to Jira Software users and choose a free plan for JSM project (3 agents only).

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