Jira Service Management agent licensing is the model under which Atlassian charges for its IT and customer service app. Only the people who work on requests need a paid licence: Atlassian’s documentation describes space administrators and agents as licensed users, and customers who raise requests through the portal, email or widget as unlicensed users.[1] There is no limit on the number of customers.[3] In the cloud, Jira Service Management is now sold as part of Service Collection, a single offering that also contains Customer Service Management, Assets and Rovo and is priced per agent.[2][5] The self-managed edition, Jira Service Management Data Center, is priced in annual tiers and is subject to the Data Center end of life on 28 March 2029.[6][12]
Editions
Service Collection is available in Free, Standard, Premium and Enterprise plans.[4] Its apps cannot be bought separately, and licensed agents may be given access to some or all of them as the administrator decides (rule).[2] Customers who have not yet moved keep their Jira Service Management configuration and gain the Customer Service Management app when they move.[2] The Free plan covers up to 3 agents with 2 GB of storage and Community Support. Premium adds advanced AI operations, higher automation limits, unlimited storage, a 99.9% uptime SLA and 24/7 Premium Support.[2] Rovo agents are included with the Premium and Enterprise plans of the collection.[4] Service Collection is available only on Atlassian Cloud.[2]
Jira Service Management Data Center includes Assets and ProForma at no extra charge.[12] New customers could no longer buy it after 30 March 2026, and existing customers can expand their licences until 30 March 2028.[12][3]
Metrics
The paid unit is the Agent, distinct from Bamboo Agent and from the Jira User. Atlassian’s cloud price tables for Service Collection are expressed per agent (“Number of agents”),[5] while the Data Center table labels its Jira Service Management tiers “Number of users”.[6] Metered consumption is recorded separately as Assets object, Automation step, Rovo credit, Assisted conversation and Resolution.
Counting / floors
Roles
| Role | Licence | Notes |
|---|---|---|
| Space administrator | Licensed | Sets up the service space; can do all agent tasks[1] |
| Agent | Licensed | Works on requests, manages customers and the knowledge base[1] |
| Collaborator | Licensed Jira user | Internal comments and attachments only; no further permissions can be added[1] |
| Customer | Unlicensed | Raises and tracks requests, reads articles, approves requests[1] |
| Stakeholder | No agent licence on Premium and Enterprise | On Free and Standard only agents can be incident stakeholders[1] |
Collaborators are described as “a specific type of licensed users in your Jira site”, added to the Service Desk Team role to help agents, for example developers explaining a bug (rule).[1] Stakeholders, who receive incident updates, do not consume agent licences on Premium and Enterprise, and any number can be invited; on Free and Standard, only agent-licensed users can be stakeholders (rule).[1]
Limits and billing mechanics
The Free plan allows 3 agents, and paid Jira Service Management Cloud plans allow up to 10,000 agents per site.[3] A Free site that exceeds 3 agents is upgraded to Standard after seven days unless the extra agents are removed (rule).[10] Monthly Service Collection subscriptions are billed on the highest number of seats assigned during the cycle, and removing seats mid-cycle does not reduce that bill.[2] A Trusted user on a site with Jira, Confluence and Jira Service Management is billable in each app (rule).[10] Atlassian’s user management does not distinguish activity in Jira from activity in Jira Service Management when recording when a user was last seen.[10]
Metered allowances in Service Collection
| Meter | Free | Standard | Premium | Enterprise |
|---|---|---|---|---|
| Automation steps | 1,250 | 3,000 | 6,500 | 9,500 |
| Rovo credits | not listed | 250 | 700 | 1,500 |
| Assets objects | not listed | 5K | 50K | 500K |
Source: Service Collection Pricing & Licensing.[2] Usage above the included amount must be purchased, and administrators can cap billable usage (rule).[2] The Rovo support article gives the same collection allowances as 250, 700 and 1,500 credits per user per month.[11]
Two further meters are outcome-based. The virtual service agent in Premium and Enterprise includes 1,000 assisted conversations a month (or 12,000 a year), with additional conversations purchased at published rates.[2] Customer Service Management’s AI agent is billed at USD 1.00 per AI agent resolution with no included allowance; a resolution is counted only when the AI agent resolves an enquiry without handing it to a human, and each customer interaction is charged on only one meter.[2] Service Collection includes an out-of-the-box knowledge base powered by Confluence at no cost, but users given Confluence access outside the collection are billed on the chosen Confluence plan.[2]
Prices
| Offering and tier | Current list (USD) | New list (USD) | Effective | Catalog row |
|---|---|---|---|---|
| Service Collection Standard, 50 agents (annual) | 10,300 | 11,000 | 2026-10-13 | SKU |
| Jira Service Management Data Center, 50 (annual) | 20,500 | 23,500 | 2026-02-17 | SKU |
| Jira Service Management Data Center, 500 (annual) | 113,500 | 130,500 | 2026-02-17 | SKU |
Sources: future Cloud and Data Center list pricing tables.[5][6] Monthly Service Collection Standard pricing is progressive per agent, starting at USD 25.00 per agent for the first tier and rising to USD 26.90 from 13 October 2026.[5]
Virtualization & partitioning
Service Collection is a cloud service, so no hardware partitioning applies. Jira Service Management Data Center follows the general Data Center rules: one production instance per Software Product on an Order and free developer licences for non-production use (program).[12]
Cloud / BYOL
There is no licence conversion from Jira Service Management Data Center to Service Collection; Atlassian’s cloud migration trial and step-up credits apply instead (program).[3] Agent licensing also shapes adjacent products. For Atlassian Guard Standard, only Jira Service Management agents are billable and portal-only accounts are not, provided they have no access to another supported app.[7] Users whose only access is Jira Service Management are not counted for Guard Premium (rule). For Marketplace apps, a customer with a 500-user Jira licence and a 20-agent Jira Service Management licence must buy apps at the 500-user level (rule),[8] and in the cloud Jira-family apps are priced on the maximum number of Jira-family users on the site, so 100 Jira users and 80 agents give a 100-user app price.[9]
Programs
Service Collection appears on Atlassian’s discount lists: 50% off for Academic institutions, 75% off Standard and Premium for Classroom licences, and 100% off Standard for approved Open Source projects.[3]
Out of scope
- Opsgenie Responder and Stakeholder users, which are covered in the licensing meters article.
- Jira Service Management Data Center tiers other than those tabulated.
- Customer Service Management features beyond their billing meter.
- Help centre and portal customisation.