A Jira Service Management agent costs between $17.50 and $22.50 a month on Standard and between $45.83 and $51.67 on Premium, on the annual list price Atlassian put live on 13 October 2026, for desks of 10 to 100 agents. Plenty of the pricing pages that rank for this search were written before that list went live.
I wouldn't budget on the licence alone, though. From 3 December 2026 the AI chat on a JSM help center (Atlassian's help-center Rovo agent) is billed in Rovo credits, the usage currency Atlassian uses for its AI features. It bills per reply. Whether the chat got resolved doesn't change that. Put half a busy desk's contacts through it and the Rovo overage comes to about $38.61 per agent a month on Standard. That's more than the Standard licence. A quieter desk pays closer to $10.
Most people expect the AI bill to grow with how much the AI resolves. Customer Service Management does bill like that ($1 per resolution). JSM's help-center agent bills per reply. So its bill grows with how much people talk to it. The resolution rate decides how much agent time you get back.
Below are the per-agent costs for 10, 50 and 100 agents with the assumptions printed. You'll also find where Atlassian's own pages disagree and our own Rovo meter (it's over its allowance as I write this). It ends with what I'd do before 3 December at each desk size.
Six things we found
- JSM is now bought as Service Collection. Both JSM pricing URLs redirect to the Service Collection page, and the apps in it (JSM, Customer Service Management, Assets, Rovo) can't be bought separately.
- The price per agent depends on the band you sit in and on billing. Annual Standard at 51 agents costs the same $21,000 a year as 100 agents, so at 75 agents annual works out at $23.33 per agent against $21.50 monthly.
- The $1 resolution meter isn't JSM's. JSM's help-center agent bills Rovo credits per reply. The older virtual service agent bills $0.30 per assisted conversation above 1,000 a month, escalated or not.
- The help-center agent can cost more than the seat. With our assumptions the Rovo overage is $34 to $39 per agent a month at 10, 50 and 100 agents.
- Without the help-center agent, the meters barely move. Standard runs $1.11 per agent over on Rovo credits for agents' own use, and automation steps stay inside the allowance in every case we modelled.
- Our org is already over its Rovo allowance. 4,620 of 3,990 credits on 2 November, a month before anything is billed.
Jira Service Management cost per agent at 10, 50 and 100 agents
All prices are Atlassian's US list prices, read on 2 November 2026 from the Service Collection pricing page and the price list embedded in it, which matches the new column of Atlassian's cloud pricing tables. Partners and volume deals will differ.
| Agents | Standard annual | per agent / month | Premium annual | per agent / month | Enterprise annual (list row) | per agent / month |
|---|---|---|---|---|---|---|
| 10 | $2,700 | $22.50 | $6,200 | $51.67 | $9,400 | $78.33 |
| 50 | $11,000 | $18.33 | $28,000 | $46.67 | $43,000 | $71.67 |
| 100 | $21,000 | $17.50 | $55,000 | $45.83 | $84,000 | $70.00 |
Billed monthly, the same desks cost more per agent:
| Agents | Standard monthly, per agent | Premium monthly, per agent |
|---|---|---|
| 10 | $26.90 | $61.60 |
| 50 | $22.18 | $56.07 |
| 100 | $21.16 | $54.88 |
Free stays free for 3 agents. Customers (the people raising requests through the portal) don't need a licence at all; Atlassian's page says "Customers are free and don't require a Service Collection license." So if you came here looking for the JSM cost per user, the only users you pay a licence for are agents.
How the monthly price is worked out
Monthly billing is graduated. On Standard the first 15 agents cost $26.90 each and agents 16 to 100 cost $20.15 each; on Premium it's $61.60 and $53.70. A 50-agent Standard desk pays 15 x $26.90 plus 35 x $20.15, which is $1,108.75 a month, or $22.18 per agent. I checked that against the live page twice: at the page's default of 75 agents it shows $21.50 and $55.28, and at 50 agents it shows $22.18 and $56.07. Both match.
The tiers are a trap when you read other pricing pages. $20.15 is the price of agents 16 to 100 on monthly Standard (before 13 October it was $18.75), and nobody with 10 agents pays it. Check the date on anything you read.
The annual band trap
Annual billing is flat per band, and you pay "the tier that most closely matches your user count". The 51 to 100 band on Standard is $21,000 a year whether you have 51 agents or 100. At 100 agents that's $17.50 per agent a month. At 75 agents it's $23.33, which is more than the $21.50 you'd pay monthly. Annual saves about 17% when your agent count sits near the top of a band (16.4% at 10 agents, 17.3% at 50 and 100 on Standard), and it can cost you more when you're just over a band edge. Look at your agent count before you sign.
Monthly has its own rule to know. Atlassian's licensing page says the monthly bill "is based on the highest number of seats ... assigned to each product at any point during your billing cycle", so removing agents late in the cycle doesn't lower that month.
What the 13 October rise did
Monthly prices went up 7.5% to 7.6% per tier. Annual went up 6.6% to 8.0% at these sizes: 10 Standard agents from $2,500 to $2,700, 100 from $19,700 to $21,000, and 50 Premium agents from $26,000 to $28,000. Atlassian's pricing FAQ says renewals on or after 13 October pay the new list price, and a quote generated before that date is honoured until it expires. It also says this rise is separate from usage-based pricing, which is the next section.
Why the Jira Service Management pricing page now shows Service Collection pricing
Open the old JSM pricing URL and you land on "Service Collection Pricing: Free and Paid Plans". Atlassian's Service Collection licensing page says it plainly: "Service Collection is sold as a single offering, including Jira Service Management, Customer Service Management, Assets, and Rovo. The apps cannot be purchased separately."
For a budget that has two effects. You pay for Customer Service Management whether you use it or not, which is fine because its AI resolutions are metered separately and you only pay for them if you switch the agent on. And the per-agent allowances are now Service Collection's, which are much bigger than Jira's: 250, 700 and 1,500 Rovo credits per agent a month on Standard, Premium and Enterprise, against 25, 70 and 150 for a Jira seat.
On the Community, a JSM Premium admin with about 160 licences asked what the move does "from a pricing, features and licensing perspective" and whether they have to activate anything. A post there written in Atlassian's voice says most JSM customers move to Service Collection automatically at renewal. I couldn't find an Atlassian page with the renewal dates, so ask your account manager when yours lands.
Jira virtual service agent pricing and the help-center Rovo agent
This changes the budget. It's also where my own plan for this article was wrong: I wrote "$1 AI-agent resolutions" into it on 19 October. Atlassian's pages tie the $1 resolution meter to Customer Service Management only, which we spelled out two days later in our Customer Service Management pricing piece. A meter, in Atlassian's billing, is one thing they count and charge for (Rovo credits, automation steps, Assets objects, resolutions). JSM's AI is billed in two other ways, and neither is the $1 one.
The help-center Rovo agent (Atlassian calls it the Self-service Agent). Atlassian's docs say it "is a premium AI feature that consumes Rovo credits", and the Rovo credits page lists it as "Variable credits per billable event". So you pay per reply, and a chat that ends with the customer raising a ticket anyway costs the same as one the agent solved. It answers customers from your knowledge base.
We measured it once. On 17 October 2026, 15 replies from our help-center agent on our test site cost 10 credits each, 150 credits across 8 chats, which is 18.75 credits a chat. At $0.01 a credit that's about 19 cents a chat. It was one short scripted run on one site, and Atlassian says the cost is variable, so treat it as a starting point and measure your own.
The virtual service agent. It's the older bot, built on intents you define. Premium and Enterprise include 1,000 assisted conversations a month (12,000 a year on annual) and then it's "$0.30(USD)/assisted conversation/month with volume discounts". Atlassian's 2024 announcement says a conversation counts once it's matched to an intent, "regardless of whether the Virtual Service Agent resolves the issue or escalates it". The usage limit page says you'll never be billed beyond the limit you set, which is a better default than the Rovo meters have.
Customer Service Management's AI agent, if you also run CSM for external customers, is $1.00 per resolution from the first one, with no allowance. A resolution is a conversation completed without a handoff or a work item, judged by Atlassian's LLM judge. That one does scale with your resolution rate.
| Meter | What you pay for | Included | Price after that |
|---|---|---|---|
| Help-center Rovo agent (JSM) | every reply, in Rovo credits | the Rovo credit pool | $0.01 per credit |
| Virtual service agent (JSM) | every matched conversation | 1,000 a month, Premium and Enterprise | $0.30 each, volume discounts unpublished |
| CSM AI agent | every resolved conversation | none | $1.00 each, 5-15% off with annual packs |
Rovo credits in Jira Service Management: what the per-agent allowance covers
The credits go into one pool per organization, per month. Atlassian's usage-based pricing page says allowances from all subscriptions "contribute to a single, shared pool per meter at the organization-level (not split per user, project, or app)", refresh monthly even on annual plans, and don't roll over. Meters are separate, so spare automation steps don't help with credits.
That pool has one awkward property for a service desk. Licensed users fill it (your agents, plus any Jira or Confluence seats on the same org, which also spend from it), but portal customers can use the help-center agent too (Atlassian's docs say they need a customer role and access to the help center). So most of the people spending the help-center agent's credits add nothing to the pool. Atlassian doesn't say that sentence anywhere; it's what the documented rules add up to.
| Per month | 10 agents | 50 agents | 100 agents |
|---|---|---|---|
| Standard credits (250 each) | 2,500 | 12,500 | 25,000 |
| Premium credits (700 each) | 7,000 | 35,000 | 70,000 |
| Enterprise credits (1,500 each) | 15,000 | 75,000 | 150,000 |
| Standard automation steps (3,000 each) | 30,000 | 150,000 | 300,000 |
| Premium automation steps (6,500 each) | 65,000 | 325,000 | 650,000 |
Assets objects (the records in the configuration database that comes with JSM) are per plan, not per agent: 5,000 on Standard, 50,000 on Premium, 500,000 on Enterprise, then $0.02 an object a month.
Our own meter is already over
I opened the Meters page in Atlassian Administration on our org on 2 November. Rovo credits: 116%, 4,620 of 3,990 for the current period. Automation steps were at 2% (848 of 39,050) and Customer Service Management resolutions at 0.
It's a test org. A handful of people build Rovo agents there and ask Rovo Chat long questions (one deep Chat run cost us 310 credits). $6.30 is nothing. The default worries me more. Atlassian's FAQ answers "Is extra usage enabled by default for my organization?" with "Yes, for most organizations." A desk that runs over like this after 3 December pays for the overage unless someone turns extra usage off or caps it, meter by meter. Atlassian's path is Billing, then the meter (Rovo credits, say), then disable extra usage, and our tutorial on the Rovo usage limit shows the screens.
The full monthly bill per agent, with every assumption
I took the licence and added the metered lines. These are the inputs. Replace them with your own.
- 400 contacts per agent per month. MetricNet's figure for a busy desk: "For a 10-minute handle time ticket, the average agent handles about 400 tickets per month." Many desks run lower, so there are 100 and 200 rows further down.
- Half of all contacts start in the help-center agent's chat. This one is my guess. The rest come by email or the portal form.
- 18.75 credits per chat, from our 8 chats on 17 October (the per-reply rows came from the Rovo credits usage export in Atlassian Administration).
- 361 credits per agent per month of the agents' own Rovo use: 21 quick answers at 10 credits plus 2 deeper runs at 75.5 (an average of measured deeper runs, so the occasional 310-credit monster isn't in it), the same profile as our usage-based pricing budget for 50 to 500 seats, so the two articles agree.
- 5 automation steps per ticket, say a trigger, a condition and three actions.
- Annual licence divided by 12, and $0.01 per credit, $0.50 per 1,000 steps.
| Per agent per month | 10 agents | 50 agents | 100 agents |
|---|---|---|---|
| Standard licence | $22.50 | $18.33 | $17.50 |
| Rovo overage if only agents use Rovo | $1.11 | $1.11 | $1.11 |
| Rovo overage, agents plus help-center agent | $38.61 | $38.61 | $38.61 |
| Standard total, licence plus that overage | $61.11 | $56.94 | $56.11 |
| Standard, whole desk per year | $7,333 | $34,166 | $67,332 |
| Premium licence | $51.67 | $46.67 | $45.83 |
| Rovo overage if only agents use Rovo | $0 | $0 | $0 |
| Rovo overage, agents plus help-center agent | $34.11 | $34.11 | $34.11 |
| Premium total, licence plus that overage | $85.78 | $80.78 | $79.94 |
| Premium, whole desk per year | $10,293 | $48,466 | $95,932 |
| Enterprise total, licence plus overage (list row) | $104.44 | $97.78 | $96.11 |
| Automation steps, any plan | $0 | $0 | $0 |
The credit line doesn't change with desk size. The pool and the chat volume both grow with the number of agents. At 50 agents on Standard the help-center agent spends 187,500 credits a month against a pool of 12,500, and the agents themselves use another 18,050.
Volume changes everything
The 400-contact desk is a busy one. At 50 agents:
| Contacts per agent per month | Standard Rovo overage per agent | Premium Rovo overage per agent | Standard total per agent |
|---|---|---|---|
| 100 | $10.48 | $5.99 | $28.82 |
| 200 | $19.86 | $15.36 | $38.19 |
| 400 | $38.61 | $34.11 | $56.94 |
So a quiet desk adds maybe $6 to $10 per agent, and a busy one adds more than the licence. Count your monthly contacts per agent before you pick a row.
Is it worth paying for?
Probably yes, if the chat resolves things. At MetricNet's average handle time of 8.6 minutes and $25 an hour fully loaded (my assumption), each resolved chat saves about $3.58 of agent time. A 50-agent desk with 10,000 AI chats a month spends $1,875 in credits on them (187,500 credits). If 30% resolve, that's 3,000 chats and about $10,750 of agent time back. At 15% it's $5,375. A 19-cent chat beats an agent's time above $1.31 an hour, so the maths only fails when almost nothing gets resolved.
How much will resolve? Nobody publishes a JSM number I trust. Gartner's survey (quoted in CX Dive and DestinationCRM, I couldn't open the original) found 14% of issues fully resolved in self-service. Intercom says its Fin agent averages 76%, which is a vendor talking about itself. A Community answer put CSM's AI agent at 15-25% of incoming requests without a source. I'd plan on the low end until your own test says otherwise.
For comparison, if the same 10,000 chats ran through Customer Service Management at $1 per resolution, you'd pay $30, $60 or $100 per agent a month at 15%, 30% or 50% resolved. Through the virtual service agent on Premium, you'd pay $0.30 for every matched conversation above 1,000: about $54 per agent at 50 agents, before discounts Atlassian doesn't publish.
Is Jira Service Management Premium worth it over Standard?
On cost alone, Premium costs $28 to $29 more per agent per month at these sizes, and its bigger credit pool saves only $4.50 of that when the help-center agent is busy. So the credits don't pay for Premium. You buy Premium for what's in it, and two of those things have a price you can count: the virtual service agent's 1,000 conversations a month and 50,000 Assets objects instead of 5,000.
I'd check Assets first. A 20,000-object configuration database (CMDB) costs $300 a month extra on Standard (15,000 objects over at $0.02) and nothing on Premium. On a 10-agent desk that's $30 per agent, a bit more than the $29.17 gap, so Premium comes out cheaper there. At 100 agents it's $3 per agent and doesn't come close. A partner on the Community said they pay for Premium "mainly because of Assets".
Jira Service Management Enterprise pricing: what you can and cannot budget
Here Atlassian's pages disagree. The price list embedded in the pricing page has Enterprise rows from 3 agents up: $9,400 a year at 10 agents, $43,000 at 50, $84,000 at 100. The public pricing tables start the Service Collection Enterprise table at 300 agents, and the pricing page says Enterprise is annual only and to contact sales. Our Jira Premium vs Enterprise piece found the same pattern for Jira. So the Enterprise rows here are list prices you can use to bracket a quote, and I wouldn't put them in a budget as a price you'll get.
What we couldn't find out
- What the help-center Rovo agent does for customers when the credit pool runs out and extra usage is off. Atlassian's general rule is that only the exhausted meter pauses ("All other meters continue to operate independently"), and it documents the details for automation (flows stop, events aren't queued) and for CSM (it hands over to a human), but not what a customer in the help center sees.
- A fixed credit price for the help-center agent. Ours was 10 a reply; Atlassian says variable.
- The virtual service agent's volume-discount tiers.
- The dates of the automatic move to Service Collection for existing JSM customers.
- Atlassian's usage calculator output. It runs in the browser and I couldn't reproduce the numbers our budget piece quoted from it, so I haven't used them here.
What I'd do before 3 December
10 agents. Standard on annual is $22.50 per agent. In our usage profile your agents' own Rovo use (361 credits each) already passes Standard's 250, so over a month every help-center chat ends up as paid overage. Turn off extra usage on Rovo credits until you've watched a month of the Meters page. If you need Assets above 5,000 objects, price Premium first: with a 20,000-object CMDB it's the cheaper plan.
50 agents. You're at the top of the 26 to 50 annual band, and a 51st agent moves annual Standard to the 51 to 100 band at $21,000 a year ($34.31 per agent at 51). Run the help-center agent for two weeks, export the Rovo credits usage from Atlassian Administration (each help-center reply is a row), divide by the number of chats in your help center's reports for the same days, and multiply by your real monthly contacts. Then set a cap per meter instead of switching it off.
100 agents. Annual is at its cheapest per agent here ($17.50 Standard, $45.83 Premium). The help-center agent is the line that can double the bill, so it gets an owner and a monthly number, the same as the licence. If you also serve external customers, compare $1 CSM resolutions against your resolution rate before turning it on.
Whatever the size, keep in mind the help-center agent bills per reply. A long, chatty conversation that ends in a ticket still costs credits. A good knowledge base helps twice, once on the resolution rate and once on how many replies a chat takes.
So how many contacts per agent does your desk really handle a month, and what share starts in the portal chat? Those two numbers move this whole table. I only have MetricNet's figure and my own guess. Write to us at office@leanzero.net, and if you've already worked out credits per chat from your own usage export, I'd really like to compare it with our 18.75.
Originally published on leanzero.net. More Atlassian, Forge and local-AI write-ups at leanzero.net/blog, and if you're planning a migration or a Forge app, that's what we do: leanzero.net/services.
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