Jira Service Management Cost per Agent, Pricing Plans, and What Auto Assignment Costs
September 2026 · Assigner
Jira Service Management costs $25 per agent per month on Standard and $57.30 on Premium for a team of 15 agents or fewer on monthly billing. The $20 and $51.42 figures on the Atlassian pricing page are averages for a 75 agent team, because the monthly price is graduated and the calculator defaults to 75 agents. Annual billing is sold in flat bands instead: 10 agents cost $2,500 a year on Standard, $5,750 on Premium and $8,500 on Enterprise. Automatic assignment by round robin or balanced workload works on every plan through automation; routing by availability, schedule and skills needs Premium, and it draws on Rovo credits.
Everything below was read on September 29, 2026 from the price tables embedded in the Atlassian pricing page and from Atlassian support documentation. One thing changed before you start: the old Jira Service Management pricing URL now redirects to the Service Collection page, which bundles Jira Service Management, Customer Service Management and Assets. The USD plans in that page are labeled with a 15-10-2025 version, so the current list prices are the ones that followed the October 2025 increase.
Jira Service Management cost per agent by team size
Monthly billing is graduated. Every agent from 1 to 15 costs the first rate, agents 16 to 100 cost a lower rate, and so on, so the average falls as the team grows. The Standard rates are $25.00, then $18.75 for agents 16 to 100, then $12.55 for 101 to 250. Premium runs $57.30, $49.95 and $33.25 across the same bands. There is no monthly Enterprise plan. IT teams pricing JSM usually have a Freshservice quote on the desk as well, and our Freshservice pricing breakdown lays out the same per agent math for that tool.
| Agents | Standard monthly | Standard annual | Premium monthly | Premium annual | Enterprise annual |
|---|---|---|---|---|---|
| 5 | $125 a month ($25.00 each) | $1,250 a year | $286.50 a month ($57.30 each) | $2,850 a year | $4,500 a year |
| 10 | $250 a month ($25.00 each) | $2,500 a year | $573 a month ($57.30 each) | $5,750 a year | $8,500 a year |
| 25 | $562.50 a month ($22.50 each) | $5,650 a year | $1,359 a month ($54.36 each) | $13,600 a year | $20,500 a year |
| 50 | $1,031.25 a month ($20.63 each) | $10,300 a year | $2,607.75 a month ($52.16 each) | $26,000 a year | $39,000 a year |
| 100 | $1,968.75 a month ($19.69 each) | $19,700 a year | $5,105.25 a month ($51.05 each) | $51,000 a year | $76,500 a year |
The Free plan covers up to three agents. Standard lists up to 100,000 agents and unlimited customers, and the annual toggle says "save up to 17%", which matches the tier math: about 17% at small sizes and about 16.6% at 100 agents.
Two traps sit in the annual column. First, the bands are flat, and Atlassian's FAQ says annual subscriptions are charged "for the tier that most closely matches your user count". A team of 16 agents pays the 16 to 25 band price of $5,650 a year on Standard, which works out to about $29.43 per agent per month, more than monthly billing would have cost. Second, most third-party pricing articles print $20 and $51.42 as flat rates, and at least one labels them annual. A 10 agent service desk that budgets at $20 is 25% short on Standard.
Which Jira Service Management plan includes auto assignment?
There are two different things sold under the idea of auto assignment, and they sit on different plans.
Automation rules, on every plan including Free. The automation action is now called Assign work item. Its option "A user in a defined list" offers Balanced workload ("Each user has an equal number of work items (scope defined in JQL)"), Random, and Round-robin ("Assigns in sequential order of the list"). This is how most JSM teams route today, as a rule triggered when a work item is created. The step by step setup is on our Jira round robin assignment guide.
Workforce Management routing, on Premium and Enterprise only. It went generally available in June 2026 and routes a ticket to an agent who belongs to the team that owns the service, is scheduled to be working, has marked themselves available and holds the skills the service requires. Among the eligible agents it picks "the member with the lowest capacity utilization". The documentation states plainly that services, capacity, schedules and skills are only available on Premium and Enterprise.
| Question | Automation Assign work item | Workforce Management routing |
|---|---|---|
| Plans | Free, Standard, Premium, Enterprise | Premium and Enterprise |
| Methods | Round-robin, Balanced workload, Random, group, role, on-call responder | Lowest capacity utilization among eligible agents |
| Knows who is on leave or offline | No | Yes, through schedules and availability status |
| Skills | Only by writing a separate rule per skill list | Yes, skills required by the service |
| Metered by | Automation steps | Rovo credits, 10 per billable event |
| When nobody fits | Assigns anyway from the list | The work item stays unassigned |
What auto assignment costs on top of the seat price
Atlassian moved automation to usage-based automation steps, pooled across the organization. A step is "a single executed part of an automation flow, including triggers, conditions, actions, branches, and loops". For Jira Service Management the monthly allowance is 1,250 steps per subscription on Free, then 3,000, 6,500 and 9,500 steps per user on Standard, Premium and Enterprise.
A minimal assignment rule is a trigger and one Assign work item action, so two steps per ticket, or three with a condition on request type. Even a trigger that matches nothing is charged: the documentation says "the trigger execution itself is charged as one step." On paid plans that is a rounding error, since 10 Standard agents carry 30,000 steps a month. On Free it is not: 1,250 steps cover roughly 400 to 600 auto-assigned tickets a month, shared with every other rule on the site.
Extra usage billing starts on December 3, 2026 at $0.50 per 1,000 steps, and extra usage is enabled by default. The risk is the opposite setting. With extra usage turned off, "your automation flows will stop running until usage resets on your usage billing date", which is your subscription date, not the first of the month. When that happens your round robin stops and new tickets arrive unassigned.
Workforce Management routing is billed differently. Atlassian's usage table lists Workforce Management Routing among basic AI features at 10 Rovo credits per billable event, and Rovo credits list at $0.01 each. Premium includes 700 credits per user per month, pooled with Rovo Chat and the other AI features. If each routed ticket counts as one event, which the documentation implies but does not state in those words, the included credits cover about 70 routed tickets per agent per month before any other AI use, and every routed ticket beyond that costs about $0.10. A 10 agent Premium desk routing 2,000 tickets a month would need 20,000 credits against 7,000 included, roughly $130 a month over list. Rovo overage billing also begins on December 3, 2026.
What does it cost to get availability-aware routing in JSM?
This is the question behind most upgrade requests. The community has asked it for years: one admin wanted to stop round robin from assigning a user who is on leave, and the accepted answer was "natively leave is not supported". Another asked how to skip agents who are not logged in and was told "Being logged in is not something we can identify". Balanced workload has its own caveat: it counts assigned issues in the project unless you narrow it with JQL, and Atlassian's own knowledge base article notes "We are currently investigating a behavior where the distribution is not working evenly."
Workforce Management fixes the availability part, and the price is the jump from Standard to Premium.
| Agents | Standard annual | Premium annual | Extra per year for Premium | Standard plus Assigner annual |
|---|---|---|---|---|
| 10 | $2,500 | $5,750 | $3,250 | $3,940 |
| 25 | $5,650 | $13,600 | $7,950 | $9,250 |
| 50 | $10,300 | $26,000 | $15,700 | $17,500 |
Premium brings much more than routing: Assets up to 50,000 objects, advanced change management, a virtual service agent, AIOps and a higher step allowance. If you want those anyway, upgrade and use Workforce Management. If routing is the only reason on the purchase request, price the difference honestly against a routing layer.
Where Assigner fits beside Jira Service Management
Assigner assigns tickets from Jira Service Management and your other tools by round robin, weighted rotation, open workload, skills and live availability, skips people who are out, and records the rule and the reason on every assignment. It runs beside JSM rather than replacing it, works with Standard, and costs $7 per user per month billed yearly ($15 billed monthly), with no automation steps or AI credits to meter. The same rules also route sales leads and internal requests, so the service desk and the rest of the business share one definition of fair. How it sits next to JSM queues is covered on the Jira Service Management queues page, and the wider Jira setup on Jira ticket assignment.
Before you pay for Premium to cut ticket volume, look at where the tickets come from. Atlassian's virtual service agent includes 1,000 assisted conversations a month and then starts at $0.30 per assisted conversation. For customer-facing questions that never needed an agent, a website chatbot trained on your help content can answer them before they become JSM tickets, which shrinks the queue you are paying to route.
Jira Service Management Data Center pricing
Data Center is no longer a buying option for new customers. Atlassian ended sales of new Data Center subscriptions on March 30, 2026. Existing customers can still buy licenses and expansions until March 30, 2028, and Data Center reaches end of life on March 28, 2029, when subscriptions expire and the apps become read-only. Atlassian no longer shows a public JSM Data Center price list, so any figure you find online is a third-party estimate, and the realistic planning question is the cost of the Cloud move, not the renewal.
Questions buyers ask about Jira Service Management pricing
How much does Jira Service Management cost per agent?
On monthly billing, $25 per agent on Standard and $57.30 on Premium for the first 15 agents, then $18.75 and $49.95 for agents 16 to 100. Annual billing uses flat bands, for example $2,500 a year for 6 to 10 agents on Standard. Enterprise is annual only, from $8,500 a year at 6 to 10 agents.
Why does the Atlassian pricing page say $20 per agent?
Because the calculator defaults to 75 agents. With graduated monthly pricing, 15 agents at $25 and 60 at $18.75 average exactly $20.00, and Premium averages $51.42 the same way. Teams of 15 agents or fewer pay the full first-band rate.
Does Jira Service Management have round robin assignment?
Yes, on every plan, through the Assign work item automation action with the Round-robin option. It rotates through a fixed list in order and does not know who is on leave or offline, so admins edit the list by hand or build extra conditions.
Is Workforce Management included in Jira Service Management Standard?
No. Services, capacity, schedules and skills, which routing depends on, are available only on Premium and Enterprise. Workforce Management Routing also consumes Rovo credits, listed at 10 credits per billable event.
What happens when Jira automation runs out of steps?
If extra usage is on, which is the default, you pay $0.50 per 1,000 extra steps once billing starts on December 3, 2026. If it is off, automation flows stop until your usage billing date, and every assignment rule stops with them.
Is there a free plan for Jira Service Management?
Yes, for up to three agents with 2 GB of storage and community support, plus 1,250 automation steps a month for the whole subscription. It suits a trial or a very small desk, not a team that routes hundreds of tickets a month.
What is a cheaper way to get availability-based routing without Premium?
Keep Standard and add a routing layer. For 10 agents, Standard at $2,500 a year plus Assigner at $840 a year costs $3,340, against $5,750 for Premium. Premium is the better buy if you also need Assets, change management or the virtual agent.
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