Jira Service Management

Jira Service Management (JSM) is Atlassian's ITSM and help desk solution for IT, HR, facilities, and business teams. Request portals, queues, SLAs, and…

Vendor: Atlassian

Category: Help Desk

Best for: Mid-market (51–500), Enterprise (500+)

High-velocity service management for IT, HR, and business teams.

Overview

Jira Service Management (JSM) is Atlassian's ITSM and help desk solution for IT, HR, facilities, and business teams. Request portals, queues, SLAs, and automation connect employees to the right teams while integrating deeply with Jira Software, Confluence, and Opsgenie. AI virtual agents and knowledge base deflection reduce ticket volume for high-velocity organizations.

Vendor website

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Features

  • Request portals and service desks
  • Queues, SLAs, and escalation policies
  • ITIL-certified incident and change management
  • Knowledge base with Confluence integration
  • Automation rules and workflow designer
  • Asset and configuration management
  • On-call management with Opsgenie
  • AI virtual agent for self-service
  • Change, problem, and incident workflows
  • Reports and SLA performance dashboards

Pricing

  • Free: Free (per agent / month)

    Up to 3 agents for small teams.

    • Up to 3 agents
    • Request portal
    • Knowledge base
    • Automation
  • Standard: $22.05 (per agent / month)

    ITSM practices and asset management.

    • ITSM practices
    • Asset management
    • Data residency
    • 5,000 automations/month
  • Premium: $49.35 (per agent / month)

    Advanced incident management and AI.

    • Advanced incident management
    • AI virtual agent
    • Unlimited storage
    • 99.9% uptime SLA
  • Enterprise: Contact sales (per agent / month)

    Atlassian Analytics and enterprise controls.

    • Atlassian Analytics
    • Data lake
    • Centralized admin
    • 24/7 premium support

Integrations

  • Jira Software
  • Confluence
  • Slack
  • Microsoft Teams
  • GitHub
  • Opsgenie
  • Bitbucket
  • Zendesk

Deployment

  • Cloud, SaaS, Web-Based
  • Mobile — iOS
  • Mobile — Android
  • On-Premise

Support

  • Email
  • Knowledge Base
  • Community Forum
  • Dedicated Account Manager

Languages

  • English
  • French
  • German
  • Spanish
  • Portuguese
  • Japanese

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