Jira Service Desk Pricing, Features, Reviews & Comparison of Alternatives

Jira Service Desk

Simple service desk built on Jira

4.36/5 (198 reviews)

Jira Service Desk overview

Jira Service Desk is a service management software built for the future that connects and supports IT and businesses through fast, accountable resolution of customer requests.

Built on Atlassian’s Jira workflow engine, Jira Service Desk offers a collaborative, agile platform and knowledge base that’s low cost, easy to set up and scale, highly flexible, and features a powerfully-simple user experience.

- Jira Service Desk makes resolution of customer requests fast and accountable.
- All the tools users need out of the box to empower their team.
- Set up advanced SLA metrics and report on performance in real-time.
- Features a modern, powerfully-simple user experience.
- Help customers help themselves with a smart, self-service knowledge base.
- The intuitive customer portal requires zero training to use.
- Automation rules so users can streamline repetitive tasks and agents can get more done.
- Real-time reports give users and management complete visibility.

Jira Service Desk is built on the Jira workflow engine, a leader in Gartner's Magic Quadrant and used by more than 22,000 organizations worldwide. Jira Service Desk gives users a modern, flexible service desk experience for both customers and their service desk team. Delight customers, improve efficiency, and drive business performance. Jira Service Desk integrates directly with Jira Software – the issue management software trusted by over 50,000 customers worldwide.

Reshape what IT means for business at https://www.atlassian.com/software/jira/service-desk.


Starting from
Pricing options
Free trial
Value for money
View Pricing Plans


Business size



United States, Asia, Australia, Brazil, Canada and 8 other markets, China, Europe, Germany, India, Japan, Latin America, Middle-East and Africa, United Kingdom

Supported languages

Chinese (Simplified), Chinese (Traditional), Czech, Danish, English and 12 other languages, French, German, Hungarian, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish
Jira Service Desk screenshot: Customer PortalWhat is JIRA service desk?Jira Service Desk screenshot: Jira Service Desk & Jira Software integration - Issue linkingJira Service Desk screenshot: Agent queues and mobile appJira Service Desk screenshot: Automation RulesJira Service Desk screenshot: Issue TypesJira Service Desk screenshot: Request FormJira Service Desk screenshot: SLA'sJira Service Desk screenshot: Advanced SLA SettingsJira Service Desk screenshot: Advanced Reporting with Custom Date Ranges

Jira Service Desk reviews

Value for money
Ease of use
Customer support
Jack Perry

JSD has a lot to offer, but requires a lot to learn

Used daily for 6-12 months
Reviewed 2018-08-21
Review Source: Capterra

JSD offers a lot for any company needing to maintain a service desk to manage the support requests it handles from its clients/customers. Because it is a Jira (Atalassian) product, it is most likely utilized along with other Jira tools, and plays quite well with those. Due to this integration aspect, thought, the layers of security necessitated within user settings requires a considerable amount of learning/training, which is not easily attained without paying for it from Atalassian. And, while I understand, respect (and even applaud) the market-oriented principle of this, it does seem a bit intentional that there are no reliable helps available outside of Atlassian (for example, any tutorials you will find on YouTube for assisting with certain user configs, settings, steps, etc. are applicable to much older versions of the software, and to a great extent, are not applicable to the current version). This would not be a negative aspect if Jira did a much better job at keeping their own internal (free) help docs, etc. up to date, so as to apply to the current version, as well. Instead, if one wants highly dependable "helps" it appears the best way to achieve that is to pay Atlassian for their training courses (at prices that are obviously calibrated toward larger companies/corporations. And blindly undertaking such would seem risky if judged by the extent to which their free user tools are kept up to date. This is not, to my knowledge, the common experience with most apps.- Lots of tools in one place - Integrates well with other apps (especially other Atlassian products) - UI is clean and user friendly (customizable to a sensible extent) - Contains useful metrics that are easy to configure and gain reports from - Has multiple layers of user settings available for custom configuration to correlate to preferred levels of access among agents, customers, etc.

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Justin Alex Paramanandan

Highly customizable and integrates well with the Atlassian ecosystem

Used daily for 2+ years
Reviewed 2017-08-23
Review Source: Capterra

Customization, integrations, workflows, SLAsNewbies to JIRA Service Desk can get a service desk project up and running in less than 30 minutes. If your organization is already using JIRA for issue tracking, then having a help desk with Service Desk is a no brainer. It allows you to integrate software teams and IT teams better within the same ecosystem. The benefit of JIRA Service Desk, when compared with other help desk tools, is the customizability of your workflow. You can set up a workflow to be simple (with Open > In Progress > Closed statuses) or complex (with other statuses like On Hold or Waiting for Customer). SLAs are highly configurable, with the power of JIRA's JQL functionality. So one can conjure up a query to fit their SLA needs. With the addition of custom fields, a Service Desk administrator can create fields to capture important information to streamline the help desk process. Having Confluence also provides more benefits in which you can integrate an existing knowledge base space to a help desk project and self-serve your customers. Finally, being in the Atlassian ecosystem enables you to add additional functionality and enhancements with the use of Apps. There are close to 1500 apps available for JIRA, and many are constantly updated by the app developers.

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Unlike others, doesn't need complex configuration

Used daily for 2+ years
Reviewed 2018-07-29
Review Source: Capterra

With the help of Service Desk we get feedback from users about the bugs they find in the product. As the result, we fix them really fast. By adding fields that users need to add while submitting bug, we decrease time that is needed to reproduce bug or clarify the issue. Also, we can communicate with user directly if needed. At the same time user can always get back and see status of ticket they submitted. Also, it says a lot when you see Atlassian using its own product and using it really well. When you use this application as an addition to JIRA, it is a great tandem. I adviced my company to use Service Desk when we were discussing how to receive bugs and ad-hoc requests. We are using this application fro several years and we do not think about changing it.

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Erik Brooks

Dig Deep Before Buying

Used daily for 6-12 months
Reviewed 2018-10-23
Review Source: Capterra

It has solved some of our immediate business needs out-of-the-box or with moderate configuration effort. But as a full solution it is missing a handful of simple, but crucial, features. It definitely "feels" like a second version. It needs a third.JSD is relatively intuitive and easy to learn without needing tons of documentation. Initial pricing is attractive. A decent plugin community fills some gaps, but be expected to pay on top of the initial JSD pricing.

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Gerson Chacon

Excellent for big projects.

Used daily for 2+ years
Reviewed 2018-03-12
Review Source: Software Advice

A very compelta application, useful for small and large teams, but more thought for the big ones, allows you to have a complete follow-up of your project, apply agile methodologies and correct errors and have a record of them, it is excellent, use it and you will like it!!Jira has very useful tools for managing projects, in my opinion you exploit its advantages when they are big teams, its main advantage is the follow-up to the development and progress of the projects, the errors that arise during the development process and the management operational, it helps you see more, to improve development times and correct errors for your next project, also has free trials so you can enjoy its benefits.

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Jira Service Desk pricing

Starting from
Pricing options
Free trial
View Pricing Plans

7 days free trial
Up to 3 agents for $10/agent/month
4-15 agents for $20/agent/month
16+ agents at discounted price
View more pricing info here: http://ow.ly/aUXL30d80Ca

Jira Service Desk features

Automatic Notifications
CRM Integration
Customizable Branding
Customizable Templates
Email Integration
Knowledge Base
Reporting & Statistics
Social Media Integration
Surveys & Feedback
Third Party Integration
Ticket Management
Workflow Management

Activity Dashboard (63 other apps)
Chat (145 other apps)
Contact History (62 other apps)
Instant Messaging (77 other apps)
Multi-Channel Communication (63 other apps)

Category Leaders ranking


#2 in IT Service Management (ITSM)

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#12 in Customer Service

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GetApp’s ranking highlights the top 25 apps in different categories on GetApp. If an app is listed in more than one category, it has the potential to be ranked in each of these categories. The ranking is independent of any commercial campaign an app vendor has with GetApp. The ranking is based on 5 data points, each scored out of 20: reviews, integrations, mobile apps, media presence, and security.

Jira Service Desk also features in these categories:

Additional information for Jira Service Desk

Key features of Jira Service Desk

  • Advanced SLA
  • Customizable Queues
  • Intuitive Interface
  • SLA Visability
  • Self Service
  • Powerful search capabilities
  • Automated Triage
  • Built on the Jira Software platform
  • 1000's of Add-ons
  • OnDemand or Hosted
  • Mobile app (Android and iOS - Jira Cloud App)
  • Unlimited custom fields
  • Powerful search and filtering
  • Customizable email notifications
  • Service desk processes out of the box
  • Advanced security and administration
  • Easily import data from other systems
  • Integration with flexible REST APIs
  • Jira Software integration
View All Features


Jira Service Desk lets users reshape what IT means to the business:
Give end users a tailored, engaging experience with the service desk.
Build the process that fits the user's team on top of Jira Software's world-class workflow engine.
Easily monitor and track the success of teams.
Connect with the environment, integrate with anything, deploy anywhere.
Unify the vision and execution of support and development teams.
Proven solution used by thousands of customers.