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Jira Service Management (Atlassian)
atlassian.comSummary
Jira Service Management is an AI-powered platform designed to help IT, Dev, and business teams deliver great service experiences. It offers solutions for IT support, IT operations, customer service, and HR, with features like request management, incident management, and automation.
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PricingSubscription
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Free
$0.00 monthly
- Templates for ITSM, Customer Service, HR, and more Get templates pre-configured with request types, workflows, and automation to help any team get started with a service experience.
- Alerts, on-call schedules, and incident template Manage and respond to incoming alerts with routing rules, escalation policies, and on-call schedules.
- Multi-channel support, including customer portal, email, and chat Employees and customers can submit requests via email, Microsoft Teams and Slack, an embedded widget, or a customer portal.
- Work intake through customizable forms, workflows, and queues Create dynamic user-friendly forms to collect data, configure workflows with a drag-and drop editor, and set up queues to triage work.
- Embedded knowledge base Create, read, update, and delete articles. Recommend relevant articles to customers to enable self service and deflect requests.
- Support from Atlassian Community Support via Atlassian Community.
- Free 3 agents, unlimited customers
- 2 GB file storage
- 100 emails per day
- 500 rule runs per month
- One site
Standard
$19.04 per user
- Everything from Free, plus:
- Rovo Agents, Search and Chat, for AI-powered service and operations Unlock AI-powered teamwork with access to Rovo Search, Chat, and Rovo Agents and accelerate operations workflows with AI-powered incident management. Learn More.
- Custom-branded help center Use your company-branded URL for Jira Service Management’s help center.
- Unlimited email notifications Customers, agents, and admins can receive unlimited email notifications about request activity.
- Audit logs and multi-region data residency Keep record of important events, like changes to global permissions, and choose where key product data is hosted.
- Up to 20,000 agents and unlimited customers Up to 20,000 agents (licensed users) to work on requests from unlimited customers (unlicensed users).
- 9/5 regional support Customer support is available during business hours for select timezones. Learn more.
Premium
$47.82 per user
Popular- Everything from Standard, plus:
- Virtual service agent AI-powered conversational support frees up agent time for exceptional service. Learn more.
- Asset and configuration management Manage the lifecycle of assets and services. Gain visibility into dependencies, troubleshoot incidents, and minimize risk.
- Advanced AIOps capabilities Detect, resolve, and prevent incidents faster with AI-driven alert grouping, incident creation, and PIR generation.
- Advanced incident and problem management Identify affected services, track issues, and escalate to the correct team for resolution. Address root causes with PIRs. Take advantage of alerts, incident data, service and infrastructure health analysis to accelerate incident resolution.
- Change management Configure and automate approval workflows based on change type, associated risk, or CAB procedures.
- Deployment gating with CI/CD tools Automate or create approval processes for deployments initiated via connected CI/CD tools.
- Real-time incident monitoring Keep tabs on logging and monitoring tools with heartbeat monitoring. Receive a notification if a system goes down for quick action.
- 24/7 support for critical issues 24/7 support with faster response times for high-impact issues. Learn more.
- 99.9% uptime SLA
Enterprise
Custom
- Everything from Premium, plus:
- Cross-product insights with Atlassian Analytics and Data Lake Aggregate data from across your Atlassian toolchain for holistic insights that drive better decision making.
- Advanced admin controls and security Manage users and security at scale with advanced governance controls like advanced encryption and Shadow IT controls.
- Enterprise-grade identity and access management Get SSO, SCIM, and support for multiple IdP within your central admin console with Atlassian Guard Standard included.
- Unlimited automations Increase efficiency by replacing manual, time-consuming work with automated processes and workflows.
- Multiple sites (up to 150)Enable data isolation and administrative autonomy. Customize each instance to the needs of the teams who use it.
- 24/7 support for all issues Get help 24/7 via a dedicated phone number and senior team, with 30 minute response time for critical issues. Learn more.
- 99.95% uptime SLA
Rationale
Jira Service Management is an IT Service Management (ITSM) platform, not an asynchronous video communication platform. While it is an Atlassian product, and Atlassian also owns Loom, Jira Service Management itself does not offer any of the video recording, sharing, or editing features that are central to Loom's functionality. The website content for Jira Service Management focuses entirely on IT support, incident management, change management, and asset management, with no mention of video messaging capabilities.
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See allBest alternatives to [Product] in 2024?
Reddit·tech_enthusiast·2d ago·+142
I've been using Alternative A for 6 months now and it's been fantastic. The pricing is much better and the features are actually more robust than what [Product] offers.
Show HN: We built a better [Product]
Hacker News·startup_founder·5d ago·+89
After struggling with [Product]'s limitations, we decided to build our own solution.
It handles edge cases much better and the API is actually documented properly.
Check it out at our site.
[Product] vs Competitor B - which one should I choose?
Reddit·confused_buyer·Oct 14·+67
Honestly, after trying both, Competitor B wins hands down. Better customer support, cleaner interface, and they don't nickel and dime you for every feature.
Why we migrated away from [Product]
Hacker News·cto_mike·Oct 11·+234
The breaking point was when they changed their API without notice. We lost 3 days of productivity. Solution C has been rock solid for us since we switched.