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What is your experience regarding pricing and costs for JIRA Service Desk?

Miriam Tover - PeerSpot reviewer
Service Delivery Manager at PeerSpot (formerly IT Central Station)


We all know it's really hard to get good pricing and cost information.

Please share what you can so you can help your peers.

PeerSpot user
1111 Answers

Mark-Anderson - PeerSpot reviewer
Top 5Real User

Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests, which have a $10 a month flat rate, so right now, it is $10 a month. There are lots of add-ons. They do a free version, a standard version, and a premium version. In the last company, we started on $50 a month. By the time I left, we were paying $4,500 a month. That was mainly because we had 100 users on Confluence. I bought an add-on for Jira software for which we had 10 users, and that was $5 per user per month. It was costing me $500 a month, whereas it should only be $50 a month. I don't know if licensing fee has changed. I'd like our whole company to use it, but the big problem is the licensing because the Confluence side is what is really useful, but if I add 30 users to Confluence and then buy an extension for Jira software, I've got to pay for 30 licenses, even though I've only got two users in Jira software. It is the one big disadvantage of cloud software. You always have to pay for the number of seats regardless of which product you are on. This will probably severely limit how many people would use it because I'm not going to start paying $10 per user per month for a Jira software add-on when there are only two people using it.

Avelino Carrizo - PeerSpot reviewer
Top 5Real User

Our customers think that the pricing is high. Compared to the competitors, I think the pricing is fair.

Attila Salanki - PeerSpot reviewer
Top 5Consultant

We are very satisfied with the pricing of the product. Because we are an associate partner it is free for us.

Ahmed  Abdelwahab - PeerSpot reviewer
Top 5Real User

We may upgrade the license that we have. The license that we currently have is good for 500 agents, and it's not full yet. When we expand it will be necessary to upgrade the license. There are additional fees for add-ons.

reviewer1397925 - PeerSpot reviewer
Top 10LeaderboardReal User

The pricing is very competitive and I think that it is okay.

Imed Inoubli - PeerSpot reviewer
Real User

Compared with other vendors, pricing is okay. But they increase the price every year which gets me in trouble with finance. I have to convince them why I have to pay these extra amounts which are supposed to stay the same. I know it's not linked to Atlassian always, because also the other partner was giving us the price directly.

reviewer1275297 - PeerSpot reviewer
Real User

It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain. There are additional costs for add-ons that require additional software to support the specific add-on. There are not only custom licenses, they have licenses for add-ons as well. Globally, it's an interesting cost perspective.

Satyadeo Thakur - PeerSpot reviewer

I'm not sure what the exact pricing is, but it's tiered based on the number of users. If a company has 10 users it might cost X but with 50 users it will cost Y. Outside solutions, such as plugins, may come at an extra cost. Apart from that, I don't think Jira has additional costs.

MohammadRanjbar - PeerSpot reviewer
Real User

Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free. It's uncomfortable, but because we don't have any laws about copyright, we must do it. We also do this with other products, like Microsoft's for example. We usually get them free. We have no problem using the full feature set free.

Ahmed Shehata - PeerSpot reviewer
Real User

When we bought the solution, I recall there was one license option limited to 50 users. There is an enterprise version as well.

MandlaMbonambi - PeerSpot reviewer
Real User

I do not have a good idea of the costs as that is not my department, but it is a valuable solution for handling and tracking multiple projects.

Buyer's Guide
JIRA Service Management
August 2022
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