Are you considering using Jira Service Desk for your business but unsure about the pricing? Pricing is a crucial factor when selecting a software solution. This article will explore Jira Service Desk’s pricing model, and different plans, and help you make an informed decision.
Jira Service Desk is a renowned customer support platform, but is it the right choice for your business? Can Jira Service Desk pricing fit into your company’s budget? Are there better alternatives for smaller teams? We’ll dive into these details and more to help you find the perfect fit for your support needs.
Overview of Jira Service Desk
Jira Service Desk, developed by Atlassian, is a robust and flexible service management solution designed to streamline and enhance your organization’s IT and customer support operations.
It provides a comprehensive platform for managing service requests, incidents, problems, and changes while ensuring seamless collaboration among support teams and customers.
With its user-friendly interface, Jira Service Desk makes it easy for both support teams and end-users to navigate the portal and submit or track requests. Organizations can create custom service portals tailored to specific departments or customer needs, offering a personalized user experience.
The service desk includes automated workflows, pre-built but customizable to fit your organization’s processes, which streamline repetitive tasks and ensure efficient request routing and response.
Versatile across various industries and departments, including IT support, HR, facilities management, and customer service, Jira Service Desk is a valuable tool for improving service management capabilities, enhancing service delivery, and boosting customer satisfaction.
Recommended Reading – Best Jira Service Desk Alternatives for Businesses in 2024
Detailed Breakdown of Jira Service Desk Pricing
Jira Service Desk offers a structured pricing system designed to meet various organizational needs, with four main plans. Each plan is priced per agent per month, and significant savings are available through annual billing.
Plan Name
Cost
Key Features
Free Plan
$0 per agent per month
Multi-channel support (customer portal, email, chat), Customizable forms, Workflows, and Queues, Embedded knowledge base Incident and problem management Support via Atlassian Community
Standard Plan
$17.65 per agent per month
Everything in free plan, Custom-branded help center Alerts, On-call schedules, and Incident escalation, Unlimited email notifications, Audit logs and Multi-region data residency Up to 20,000 agents, and Unlimited customers 9/5 regional support.
Premium Plan
$44.27 per agent per month
AI-powered service and operations, Virtual agent for conversational support, Asset and configuration management, Deployment gating with CI/CD tools, Advanced alert integrations and incident investigation, Real-time incident monitoring, 24/7 support for critical issues, 99.9% uptime SLA.
Enterprise Plan
Contact sales for pricing (billed annually)
Cross-product insights with Atlassian Analytics and Data Lake, Advanced admin controls, Security Enterprise-grade identity, Access management, Unlimited automations, Multiple instances (up to 150) 24/7 support for all issues, and 99.95% uptime SLA.
1. Free Plan
Cost: $0 per agent per month
Features:
- Templates for ITSM, Customer Service, HR, etc.
- Multi-channel support (customer portal, email, chat)
- Customizable forms, workflows, and queues
- Embedded knowledge base
- Incident and problem management
- Support via Atlassian Community
2. Standard Plan
Cost: $17.65 per agent per month
Features:
- Everything in the Free Plan
- Custom-branded help center
- Alerts, on-call schedules, and incident escalation
- Unlimited email notifications
- Audit logs and multi-region data residency
- Up to 20,000 agents and unlimited customers
- 9/5 regional support
3. Premium Plan
Cost: $44.27 per agent per month
Features:
- Everything in the Standard Plan
- AI-powered service and operations
- Virtual agent for conversational support
- Asset and configuration management
- Deployment gating with CI/CD tools
- Advanced alert integrations and incident investigation
- Real-time incident monitoring
- 24/7 support for critical issues
- 99.9% uptime SLA
4. Enterprise Plan
Cost: Contact sales for pricing (billed annually)
Features:
- Everything in the Premium Plan
- Cross-product insights with Atlassian Analytics and Data Lake
- Advanced admin controls and security
- Enterprise-grade identity and access management
- Unlimited automations
- Multiple instances (up to 150)
- 24/7 support for all issues
- 99.95% uptime SLA
Desk365 Pricing Plans
Desk365 offers a comprehensive set of features for just $12. It’s an affordable and effective solution that can meet your ticketing system needs without breaking the bank.
Omni-Channel
- Microsoft Teams Ticketing
- Email Ticketing
- Customer Support Portal
- Web Form/Web Widget
- Unified Inbox
Process Automation
- Automation Rules
- Custom Response Templates
- Canned Responses
- Tasks/To-do Lists
- Time Tracking
- SLA Management & Business Hours
- SLA Reminders & Escalations
- Multiple SLAs
- SLAs in Automations
Ticket Management
- Custom Ticket Views
- Customer Management
- Responsive Mobile Web Apps
- Multiple Emails
- Multiple Groups/Departments
- Draft with AI
- Collision Detection
- Closure Rules
- Knowledge Base
Data & Analytics
- Customer Surveys & Reports
- Ticket Trend Reports
- Productivity/SLA Reports
- Export Data
- Import Data
Customization
- Custom Email Servers
- Custom Ticket Fields
- Custom Forms
- Custom Roles
- Custom Reports & Graphs
- Remove Desk365 Branding
Integrations
- Azure AD Single Sign-on
- API Access
- Web-hooks
- Power Automate Connector
- Microsoft 365 Copilot Plugin
Support
- Free Setup and Installation
- Priority Support
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Comparison of Desk365 and Jira Service Desk
The comparison between Desk365 and Jira Service Desk involves examining key features, pricing, and overall value each platform offers to businesses aiming to optimize their customer support operations
Entry-Level Pricing
Begins at $12 per user per month.
Standard Plan starts at $17.65 per agent per month.
Customer Support and Onboarding
Offers comprehensive support and onboarding across all plans.
Provides support via the Atlassian Community for the Free Plan, with more extensive support available in higher-tier plans.
Ease of Use
Designed with an intuitive interface that requires minimal training, allowing teams to adapt quickly and efficiently.
While user-friendly, it may require a learning curve and additional training to fully utilize its features.
Reporting and Analytics
Offers robust reporting tools accessible across all plans, providing detailed analytics and insights to help improve support operations.
Provides powerful reporting tools in all plans, with more advanced analytics available in higher-tier plans.
24/7 Customer Support
Provides round-the-clock support to ensure users have access to help whenever needed.
Offers 24/7 support for critical issues in Premium and Enterprise plans; 9/5 regional support in the Standard Plan
Why Desk365 is Better than Jira Service Desk?
Desk365 stands out as a superior help desk solution to Jira Service Desk for several reasons.
Firstly, Desk365 offers more cost-effective pricing starting at $12 per user per month, while Jira Service Desk’s Standard Plan starts at $17.65 per agent per month.
Desk365 provides comprehensive support and onboarding across all plans, ensuring users have the necessary guidance. Its intuitive interface requires minimal training, allowing teams to adapt quickly.
In contrast, the Jira Service Desk, although user-friendly, may require a learning curve and additional training to utilize its features fully.
Desk365 excels in offering robust reporting tools accessible across all plans, providing detailed analytics that helps improve support operations without the need for higher-tier plans. It also provides 24/7 customer support, ensuring users have access to assistance whenever needed, enhancing productivity, and minimizing downtime.
Moreover, Desk365 integrates seamlessly with Microsoft Teams, allowing users to manage tickets, and customize categories, roles, SLAs, and notifications within a familiar environment.
These features, combined with the platform’s cost efficiency and ease of use, make Desk365 an ideal choice for organizations looking for an effective and economical customer support solution. Book a demo with Desk365 and see how it can improve your customer support.
