Quick answers
- How much does Jira Service Management cost?
- As at 19 October 2026, monthly Standard lists US$26.90 per agent for agents 1 to 15 and US$20.15 for 16 to 100; Premium US$61.60 and US$53.70. Free is $0 for up to 3 agents; Enterprise is annual and quoted by sales.
- Is Jira Service Management priced in Australian dollars?
- Not by Atlassian, which is “unable to issue quotes or invoices in Australian dollars for orders containing cloud products or Marketplace apps”. Expect US dollars plus 10% GST, and ask a partner which currency it invoices in.
- Who needs an agent licence?
- People who work tickets and reply to customers. Customers don’t, and Jira users who only view or annotate tickets can be collaborators.
How Jira Service Management is priced
Jira Service Management is licensed per agent: a user who can work on tickets and communicate directly with your customers. Customers raising requests don’t need one: “Customers are free and don’t require a Service Collection license.”
Collaborators, Jira users with Browse projects permission, can view requests and add internal comments without an agent licence, but not see queues, reports, SLAs or the knowledge base.
Monthly pricing is progressive by band, on the cycle’s highest seat count; annual is a fixed price per tier, and switching “may offer a discount of up to 2 months free”. The plan applies to the whole subscription, so one team’s need can set everyone’s price.
Jira Service Management now comes in Service Collection, where “Each Service Collection user license covers both JSM and CSM”. List prices changed on 13 October 2026, so an older quote may not match your renewal.
Plans compared
US-dollar list prices, ex GST, effective 13 October 2026. Monthly prices are per agent, annual prices per tier, and Atlassian’s pricing pages carry the conditions.
| Free | Standard | Premium | Enterprise | |
|---|---|---|---|---|
| Monthly per agent, selected bands | $0 | 1 to 15: US$26.90 · 16 to 100: US$20.15 · 101 to 250: US$13.50 | 1 to 15: US$61.60 · 16 to 100: US$53.70 · 101 to 250: US$35.75 | No monthly price; billed annually |
| Annual, 25-agent tier | Not applicable | US$6,100 | US$14,500 | Annual table starts at 300 agents (US$185,000) |
| Agents | Up to 3 | Up to 100,000 | As Standard | As Standard, plus up to 150 sites |
| Assets objects | Not included | 5,000 | 50,000 | 500,000 |
| Automation | 1,250 steps a month in total | 3,000 steps per user a month | 6,500 steps per user a month | 9,500 steps per user a month |
| Virtual service agent | No | No | Yes, 1,000 assisted conversations a month | Yes, as Premium |
| Sandboxes | Not available | Not available | One free per app | Up to five free per app |
| Atlassian Guard | Separate subscription | Separate subscription | Separate subscription | Guard Standard included |
Standard or Premium: what actually decides it
The plan matters more than small changes in agent count. If none of these applies, Standard is usually the better buy.
- Change, problem and major incidentsMoved to Premium and Enterprise in October 2024; ITIL-style change approvals usually need Premium.
- Assets at scaleExtra objects are US$0.02 each a month, so price Standard plus overage first.
- Virtual service agent1,000 assisted conversations a month or 12,000 a year included; extras from US$0.30.
- A sandboxOne free per app, for testing workflow changes before they reach live queues.
- Uptime SLA and Premium SupportA financially backed 99.9% uptime SLA and 24/7 support with 1-hour critical response.
What drives the bill beyond the agent price
Marketplace apps. With both Jira and Jira Service Management, “you must purchase the app license that matches the highest user tier”: a 20-agent licence beside 500 Jira users means buying the app at 500. Cutting agents won’t lower that price.
Usage-based billing “begins on Dec 3, 2026 for most meters”, including Rovo credits, automation steps and Assets objects. One Atlassian page says extra usage is on by default, another that a billing admin enables it, so check each meter. Rovo metering is on our Rovo and Atlassian AI page.
Atlassian Guard. Single sign-on and user provisioning need Guard, a separate subscription unless you’re on Enterprise.
Opsgenie. Support ends on 5 April 2027 and its features move into Jira Service Management: alerts and on-call on Free and Standard; major incidents, post-incident reviews and heartbeat monitoring on Premium and Enterprise.
How to reduce your Jira Service Management bill
Annual renewal quotes can arrive just 60 days before expiry, so start early.
- Compare agent licence holders with who worked a ticket in 90 days, allowing for leave and on-call
- Move people who only view or annotate tickets to collaborator access
- Fix the group that grants agent access
- On annual billing, check your tier boundary: removing a handful of agents can drop a whole tier
- If Premium or Enterprise features aren’t used, ask for a quote on the plan below
- Give every Marketplace app an owner and remove what nobody uses
- On monthly billing, compare an annual quote
Our licence calculator estimates where your bill could come down, and our Atlassian licensing service covers the review itself.
How to budget for Jira Service Management
- 01
Count agents, not staff.
Everyone who doesn’t resolve tickets or reply to customers is a customer or collaborator.
- 02
Price your actual count.
Use Atlassian’s calculator for monthly and annual, noting the next annual tier.
- 03
Add usage, apps and Guard.
Estimate Assets, virtual agent and AI use against allowances, and price apps at the tier Atlassian requires.
- 04
Add GST and an exchange-rate margin.
A US-dollar invoice’s Australian-dollar cost moves with the rate.
- 05
Leave headroom for growth.
A mid-term tier move is billed pro rata, but approval takes time, so forecast before go-live.
Frequently asked questions
Is there a free version of Jira Service Management?
Yes, for up to 3 agents, with 2GB of storage and community support. Exceed its limits and Atlassian moves you to a 14-day free trial of Standard.
Does removing agents lower the bill straight away?
Monthly: from the next cycle, not the current one. Annual: the tier can’t be reduced mid-term, so plan it before the renewal quote.
Is Data Center priced the same way?
No. This guide covers cloud. Our Data Center end-of-life guide covers what’s changing for Data Center.
Can a partner get us a discount?
Atlassian says special pricing is only available to Corporate Resellers and official Atlassian Partners, depending on the deal. A partner’s main value is usually right-sizing agents and plan before the quote.
Sources and currency (6), prices checked 19 October 2026
- Cloud pricing tables
- Service Collection pricing and licensing
- Cloud pricing FAQ and cloud licensing
- Purchasing and licensing and Marketplace licensing
- Usage-based pricing and Assets FAQs
- Atlassian changes prices and packaging; where this page and Atlassian’s disagree, Atlassian’s is correct
Get JSM licensing right before renewal
We start with what your bill is made of: agent licences, your plan, and what apps and usage add.