Jira Service Desk Pricing Plan & Cost Guide

Jira Service Desk

Simple service desk built on Jira

4.36/5 (162 reviews)

Jira Service Desk Pricing

Starting from: $10.00/month

Pricing model: Subscription

Free Trial: Available (No Credit Card required)

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

Competitors Pricing

MyTalk

Starting from: $24.00/month
Pricing model: Freemium, Subscription
Free Trial: Available (No Credit Card required)

Responcierge

Pricing model: Freemium, Subscription
Free Trial: Available (No Credit Card required)

Freshcaller

Starting from: $25.00/month
Pricing model: Subscription
Free Trial: Available (No Credit Card required)

Dixa

Starting from: $15.00/month
Pricing model: Subscription
Free Trial: Available (No Credit Card required)

Call Center Application

Pricing model: Freemium, Subscription
Free Trial: Available (No Credit Card required)

Pricing Comparison

How does Jira Service Desk compare with other Customer Service & Support apps?

Subscription plan?

Jira Service Desk



98% of apps offer a
subscription plan

Free trial?

Jira Service Desk



87% of apps have a
free trial

Freemium plan?

Jira Service Desk



31% of apps have a
freemium plan

Pricing Comparison

Customer Service & Support app prices shown are $/month




Jira Service Desk Pricing Reviews

Pros
  • Really helpful, can be used within seconds, no complicated functionalities.
  • under 10 agents is only $10 a year for the service desk and $10 a year for Jira if you host your own.
  • Simple setup / configuration Integration with Jira, other Atlassian products Extension add-on ecosystem
  • Ease of configurability, flexibility for different customer use cases, avoiding the nightmare of shared email inboxes.
Cons
  • Not so mature in terms of reporting, automatic queue management, etc.
  • Have to use another system for Remote Control, but I already use Screenconnect, so not a problem.
  • the response time and loading speed sometimes can be laggy or slow and expensive for small companies
  • Ability to customize the front / UI can be better though this is improving and can be done with add-ons.
100%
recommended this to a friend or a colleague

25 reviewers had the following to say about Jira Service Desk's pricing:

Alex Ballarin

Easy to use, well integrated with other Atlassian products

Used daily for 1-2 years
Reviewed 2017-02-25
Review Source: Capterra

I have deployed Jira Service Desk at a big online university in Spain. They had already other Atlassian products such as Jira and Confluence. The alternative was Freshdesk, but Jira Service Desk had a way better integration with Jira, the tool they are using for all the software development, issue tracking and project management. It is also very clear in the usage model and configuration. The product has evolved nicely from V2 to V3.Easy to use Powerful and extensible Pricing model based on agents, it is not cheap but you can have unlimited customers for free

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Jira Service Desk

Simple service desk built on Jira

Jack Harding

It can be as robust or lean as you need it to be. Great software - best in class.

Used daily for 1-2 years
Reviewed 2017-09-15
Review Source: Capterra

It's extremely customizable and the administrative configuration is really intuitive. It's also a great value from a cost perspective.

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Jira Service Desk

Simple service desk built on Jira

Kevin Chiles

Tool for the Customer Service Era

Used weekly for 2+ years
Reviewed 2018-02-07
Review Source: Software Advice

Lots of bang for your buck. This a great tool at a reasonable price and it is highly customizable. Amazing tool and a fantastic interface. They have really adopted Jira into a very strong and positive experience for the end user making it easier to provide better customer service. We use this as a ticket/RMA/Customer experience tool and have had loads of success.

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Jira Service Desk

Simple service desk built on Jira

Chris Reichert

Jira Service Center - The turnaround story.

Reviewed 2015-02-06
Review Source: GetApp

I am a Jira user of about 6 years, so of course I wanted to use it for my Service Desk instead of paying 19 a month for Freshdesk... Well, the pricing structure was terrible when it was release. They regrouped on version 2, re priced it and it is a GREAT product. Had it up and running in an hour, would go back. LOVE the customer portal, clean and effective.under 10 agents is only $10 a year for the service desk and $10 a year for Jira if you host your own.

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Jira Service Desk

Simple service desk built on Jira

Turan Aydin

Flexible Customizible and Integrated

Used daily for less than 6 months
Reviewed 2018-01-19
Review Source: Capterra

Integration and flexibilityFully customize. You can get everything and can fully customize according your needs. Wide complimentary range of products and all fully integrated.

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Jira Service Desk

Simple service desk built on Jira

Robert Claypool

Service Desk improves our process in handling customer requests

Reviewed 2015-08-24
Review Source: Capterra

The Service Desk helps our team track a flood of incoming requests and make sure that none "fall through the cracks". We love how it integrates with our our project tracking and documentation tools: Jira and Confluence. The price jump from 3 agents to 4 is substantial. I would really like to see an "in-between" pricing for a team of about 5 agents. Service Desk solves the problem of managing both internal and external requests so that there is a well defined process in dealing with them. It also tracks our response times so that we know everyone is getting attention instead of the "squeaky wheel gets the grease".

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Jira Service Desk

Simple service desk built on Jira

Michael Steinberg

Great way to manage feature sprints!

Used weekly for 6-12 months
Reviewed 2016-11-09
Review Source: Capterra

Great overview of task pending with our programming team. Extremely helpful to keep track of sprints. Learning curve is relatively low. Really helpful, can be used within seconds, no complicated functionalities.

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Jira Service Desk

Simple service desk built on Jira

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

Simple service desk built on Jira

Phil Maddaloni

An excellent, simple, and highly integrable product for

Used daily for 1-2 years
Reviewed 2017-09-20
Review Source: Capterra

Simple, affordable customer ticket management with SLA support and easy integration with development, IT teams through Jira and other Atlassian ecosystem tools.Simple setup / configuration Integration with Jira, other Atlassian products Extension add-on ecosystem

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Jira Service Desk

Simple service desk built on Jira

Anonymous

Perfect solution - for a small to mid-sized or even a large company.

Used monthly for 6-12 months
Reviewed 2017-06-15
Review Source: GetApp

1. This application comes with all the usual Atlassian goodies - customizations of screens(what elements like dropdowns and their contents) to customization or workflows(screens and/or status). 2. Plus the integrations, with other JIRA/Atlassian products is a major plus - not that it is hard to connect to other vendors' applications. 3. Pricing is another major advantage. So even if you are a 10-15 member team in a big company or a 15 odd people company - you have the right pricing slot. 4. Atlassian have also improved their security with whitelist and also with features for data collection/integration/gathering - you can be sure of the data security, with strict control on exposing only what is needed to external world. 5. Ease of customization is also a major plus with this.

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Jira Service Desk

Simple service desk built on Jira

Matthew Ball

Recommend to most companies

Used weekly for 1-2 years
Reviewed 2018-03-29
Review Source: Software Advice

This is an affordable solution to any kind of business who needs a customer service platform. It's necessary for keeping clients and our staff connected.

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Jira Service Desk

Simple service desk built on Jira

Anonymous

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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Jira Service Desk

Simple service desk built on Jira

Thomas Egger

Jira Service Desk offers first class customer support and perfect internal collaboration.

Used daily for 2+ years
Reviewed 2017-09-21
Review Source: Capterra

Linked issues to solve customer needs. Easy communication to the customer. Workflows to track the status of Issues. More than fair licensing options and several deployment possibilities.

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Jira Service Desk

Simple service desk built on Jira

Max Rimp

Best Project Management Software with great integrations

Used weekly for 6-12 months
Reviewed 2018-02-05
Review Source: Software Advice

Lots of integrations with development tools. Some of them are Bitbucket(PR and commit references), Hipchat(Stride), Fabric(Crashlytics), HockeyApp and many more.

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Jira Service Desk

Simple service desk built on Jira

Paskal Glavinov

Visibility made easy :-)

Used daily for 2+ years
Reviewed 2017-09-08
Review Source: Capterra

Handling of issues Visibility of issues Service Desk reporting Change Request management and identifying the priorities in developmentsLevel of functionality available and the level of detail is fantastic and easily configured. I managed to completely configure on my own with the use of the articles in the kb and minimal support from Atlassian.

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Jira Service Desk

Simple service desk built on Jira

Gary Bates

JSD has solved many problems for us as an organisation.

Used daily for 1-2 years
Reviewed 2017-09-22
Review Source: Capterra

Avoiding the utter pain of shared email boxes for triage. Better organisation, better transparency and visibility of support issues.Ease of configurability, flexibility for different customer use cases, avoiding the nightmare of shared email inboxes.

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Jira Service Desk

Simple service desk built on Jira

Jay Feliciano

Love Service Desk?

Reviewed 2014-12-15
Review Source: Capterra

I actually do not love service desk at all. Yeah it's great for creating simple end user tickets. But the lack of: - users being unable able to edit tickets (unless its a comment) - can't skin it the way I want - help center can't be skinned at all - it's ugly - the SLA's suck (maybe I just don't understand them) For the money I paid, and for what I have i feel its grossly over priced. Oh yeah and the fact that I was reached out to by 3 members of atlassian to find out why I didn't like and then when I sent my replies no one ever reached back out. It blows straight and simple.

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Jira Service Desk

Simple service desk built on Jira

Anonymous

Jira is great, lots of options, HARD to set up right

Used daily for 1-2 years
Reviewed 2018-06-17
Review Source: Capterra

Lots of customization, fits in with the development team in house and makes it easy to pass second/third level tickets back and forth, Support is GREAT.

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Jira Service Desk

Simple service desk built on Jira

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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Jira Service Desk

Simple service desk built on Jira

Chris Pittillo

Great tool for managing end user support

Reviewed 2015-08-24
Review Source: Capterra

This software has saved my team time in managing user support requests and improved response times as well. Atlassian is constantly improving their products, and their support team is also using this product. The integration with Jira is great. I feel overall this is well worth the cost.

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Jira Service Desk

Simple service desk built on Jira

Cooper Hansen

A Great App With Some Annoying Flaws

Used daily for 1-2 years
Reviewed 2017-08-11
Review Source: Software Advice

Overall, Jira Service Desk provides a well rounded package for anyone looking to build a customer portal for helpdesk-type teams. It's an excellent choice if your company is already using Jira Software or Jira Business because the use workflow and editing workflow are very familiar and are one in the same for many things (e.g. Workflows & Screens)- Adds helpful features that Jira Software doesn't support - Clean customer portal that allows for easy(ish) ticket creation - Integrates with Confluence to provide helpful articles to customers - Customizable time tracking SLAs with support for custom calenders and start/pause/stop automation

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Jira Service Desk

Simple service desk built on Jira

Anonymous

A Great Ticketing System

Used daily for less than 6 months
Reviewed 2018-05-11
Review Source: Capterra

We have just begun using a Jira-based ticketing system to gain support from one of our vendors. So we are users rather than Administrators. However, our experience as users has made us strongly consider Jira for future projects and support implementations. It has a fantastic user interface with a decent amount of features. That said, our vendor did a slow-drip on features for us, and I'm not even convinced that they have enabled all of them yet. But just from what we've experienced, we love the software.

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Jira Service Desk

Simple service desk built on Jira

Anonymous

Powerful service desk tool

Used weekly for 1-2 years
Reviewed 2018-02-07
Review Source: Capterra

Lots of integration between the JIRA tools which makes JIRA SD an easy choice. Customizing workflow is easy and it's fantastic at keeping all our requests in order, too. The collaboration function is awesome. Several people are able to work on the same ticket at the same time which is essential to solving more complicated issues. User portal is pretty intuitive and makes it easy to file tickets.

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Jira Service Desk

Simple service desk built on Jira

Greg Warner

JIRA Service Desk for internal and external customer support.

Reviewed 2014-12-09
Review Source: Capterra

Initially we started out with JIRA Service Desk for our external customer product offerings. Previously we had been using email and our support teams wanted a better way to work. This proved to be quite a successful deployment and provided a much better customer experience for everyone. JIRA was used on product development so it made sense to use JIRA Service Desk for customer support and link both support and development activities. This has been a big advantage for us. We're now implementing JIRA Service Desk for our internal operations across I.T, Human Resources and Finance because it's straight forward to use and cost effective at scale. After comparing all of the offerings big and small, we're implementing JIRA Service Desk for 4000 staff and 250 agents.

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Jira Service Desk

Simple service desk built on Jira

Benito Vela

With JSD = ¿¿¿¿, without JSD =¿¿¿¿

Reviewed 2015-08-24
Review Source: Capterra

Before JIRA Service Desk we were stacked. No KPIs, so no SLAs; no real time reports, no ability to comply with any customer's customization request. JSD helped us to revert this situation in just a few clicks. We ran the migration tool with our legacy system data and, voilà.... JSD working.... We have now: - Accurate KPIs which allow us to comply real SLAs with our customers. - Real time information - what is going on at any time: that means we can also react quickly to avalanche's situations. - Real flexibility to adapt the customer portal to our customers' requests, adding new custom fields or just only making visible the existing ones. - And the most important: we've got happy customers. This is real value !!! As a customer support manager, I also like the Dashboards... and, believe me, their are also very useful for the technical staff...

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Jira Service Desk

Simple service desk built on Jira