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Jira Service Desk, developed by Atlassian, is a popular tool for managing service requests, incidents and IT workflows, offering a range of features to streamline support operations. Understanding its features, pricing structure, customer reviews, and limitations is necessary for effective budgeting and decision-making while ensuring Jira service desk aligns with your organization’s financial goals.

Rezolve.ai, on the other hand, offers a modern IT helpdesk that taps into the power of Generative AI and automation to auto-resolve a large chunk of employee requests and tickets, speeding up resolutions and boosting efficiency. Integrated with Microsoft Teams, the Rezolve.ai helpdesk uses its GenAI Sidekick chatbot to help employees find personalized solutions to their questions and issues—cutting down on the need for human intervention.

Our guide will provide a comprehensive overview of Jira Service Desk pricing, features, and hidden costs, as well as explain how Rezolve.ai can serve as a cost-effective alternative.

Understanding Jira Service Desk Pricing

Jira Service Desk has a variety of pricing plans to fit organizations of all sizes and needs, with costs based on the number of agents using the tool. Agents are the team members with permissions to handle service requests. They can view, assign, resolve issues, and communicate with customers via comments.

Jira Service Desk comes with four pricing tiers. It offers a 7-day free trial for users who want to sign up for a  Standard or Premium plan. The charges for monthly subscriptions are based on the exact number of Jira Service Management users you have.

Businesses can add or remove agents as the team changes. Annual subscriptions for Jira Service Desk are also available, where you'll be billed based on the tier that best matches your user count. With more users, an annual subscription could offer better value for your organization.

Regarding payment options, you can pay monthly subscriptions by credit card (MasterCard, Visa, or American Express) or PayPal. For annual subscriptions, you can pay by credit card, bank transfer, or check.

Jira Service Desk Pricing Tiers

1. Free - Up to 3 agents

Features:

• Up to three agents with 2GB of storage and community support
• Templates for ITSM, Customer Service, HR, and more
• Multi-channel support that includes customer portal, email, and chat
• Work intake through customizable forms, workflows, and queues
• Embedded knowledge base
• Incident and problem management
• Change management
• Support from the Atlassian community

2. Standard - $17.65 per agent/month

Features:

• 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 - $44.27 per agent/month

Features:

• AI-powered service and operations
• Virtual agent
• 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

Features:

• Billed annually
• Cross-product insights with Atlassian Analytics and Data Lake
• Advanced admin controls and security
• Enterprise-grade identity and access management
• Unlimited automation
• Multiple instances (up to 150)
• 24/7 support for all issues
• 99.9% uptime SLA

Pricing Comparison of Jira Service Desk Plans‍

Hidden Costs and Limitations

One of the crucial aspects to consider when evaluating Jira helpdesk pricing is the potential hidden costs associated with using the platform. This can impact your overall budget and user experience. These may include:

1. Additional Costs for Extra Storage

Businesses may incur additional costs if they exceed the storage limits. Currently, the Standard plan offers 250GB of storage, and the Premium plan provides unlimited storage. Organizations must be mindful of their storage usage to avoid unexpected charges.

2. Add-Ons and Integrations

Jira Service Desk offers integrations with various third-party applications in the Atlassian marketplace. Even if many integrations are free, certain add-ons may come with additional licensing fees. Organizations should thoroughly research and consider these costs while planning their budget.

3. Plan Upgrades

As your organization grows and there is a need for scalability, you may consider upgrading from the Free or Standard plan to the Premium plan. When you upgrade from Premium ($17.65) to Standard ($44.27), you’ll notice the cost has more than doubled, significantly increasing monthly expenses, especially for larger teams. 

4. Support Costs

The support offered differs by plan. Only the Premium and Enterprise tiers offer 24/7 support. This means if you need emergency support for any critical issue, you must have the Premium or Enterprise plan.

5. Automation Executions

Within Jira Service Desk, you can set automation rules within a single project, across multiple projects or across all projects on your site to help you scale. Depending on the plan you choose, the number of automation rules you have at your disposal are different. If you exceed your plan limit, you may end up paying extra.

Customer Reviews on Jira Service Desk Pricing

Here's a summary of customer reviews on Jira Service Desk pricing, based on feedback from review sites and social platforms:

1. Complex Pricing Structure

Some users express frustration, saying they find Jira Service Desk’s pricing complex. For businesses looking to scale and subscribe to higher tiers like Premium or Enterprise, the costs can become confusing and expensive, particularly for smaller companies.

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2. Unexpected Charges

Some users have shared they had to incur unexpected charges related to storage limits and add-ons. The information regarding storage and add-on charges is unclear, which can lead to organizations overspending compared to their initial budget estimates

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3. Limited Information on Features and Upgrades

Some users complained that information regarding plan upgrades, associated costs and features included in each pricing tier is not clearly communicated. This can lead to unexpected expenses and misunderstandings about the actual costs involved.

4. SLA Breach Compensation

Users have expressed concern regarding the process for claiming service credits in the event of an SLA breach. The process for filing a claim can be inconvenient and unclear, leading to potential losses in case of a deadline breach.

Key Features of Rezolve.ai as an Alternative

Jira Service Desk is a flexible ITSM solution with competitive pricing, but it can be complex for many users. Rezolve.ai is a compelling alternative that leverages GenAI to deliver a seamless, intelligent support experience, empowering both employees and IT operations teams.

Here are some of the key benefits of using Rezolve.ai:

1. Seamless Integration with Microsoft Teams

Rezolve.ai integrates with MS Teams to directly bring the service desk experience into the MS Teams environment. The idea is to provide employees with a more efficient and collaborative support experience. Employees can raise tickets, communicate with support staff, and track the progress of their requests within MS Teams.

2. AI-Driven Automation

Rezolve.ai uses no-code automation to build and manage automated workflows easily. It can trigger actions based on user interactions or specific events. It further provides task automation, employee onboarding/offboarding, process/workflow automation, and desktop automation. But what sets it apart is that Rezolve.ai uses its orchestrater, unlike Jira, which uses the process automation engine of ITSM.

3. User Experience and Interface

Rezolve.ai features a user-friendly interface with a sleek and visually appealing design to enhance the overall experience of both agents and employees. It allows users to tailor workflows through the Automation Studio, ensuring the service desk can adapt to various business requirements. Whereas many users of Jira Service Desk complain of a steep learning curve.

Jira Service Desk Alternative: Rezolve.ai

Rezolve.ai, the GenAI Sidekick for your support teams, is a cost-effective, scalable alternative to the Jira Service Desk. It provides advanced automation features and auto-resolves employee queries with personalized and instant assistance.

Rezolve.ai pricing starts at $3 per user per month for the IT Service Desk. Qualified customers can avail their two-week free trial offer.

To explore how Rezolve.ai can optimize your ITSM experience and help you achieve your organizational goals without escalating your budget, feel free to book a demo.

FAQ

Where is the Jira service desk hosted?

Jira is available in two hosting options- cloud and self-managed.

Does the Jira service desk have an API?

Yes, Jira Service Desk features a REST API that developers can use to integrate the application with other applications.

What is the difference between Jira and Jira service desk?

Jira is developed for software development teams and offers features like issue tracking, agile boards, and project tracking. At the same time, the Jira Service Desk provides IT and service teams with features like problem management, incident management, and change management.

Can you use Jira for a service desk?

Yes, you can use Jira as a service desk. Jira Service Desk provides great service experiences and is part of Jira Service Management.

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