For support teams of up to three agents, Jira’s Service Management tier is available for free. The next tier up is Standard, which has a price of $20 per agent per month. The Premium service tier has a $40 monthly per-user price tag and is designed for “organizations scaling high-velocity ITSM.” The final service tier is Enterprise, though that option requires a conversation with the Atlassian sales team, since it takes a custom approach to better serve large companies.
In every tier but the free one, Jira can support up to 5,000 agents per site. Enterprise is the only service tier that can handle an unlimited number of sites; the others only support one.
Jira offers a seven-day free trial period. It also offers a discount if you pay for an entire year upfront. For example, you’d pay $1,000 for a year of the Standard tier, resulting in a $200 savings over the monthly cost. For the Premium service tier, you would pay $2,000 upfront but save $400 in the process.
Jira is fully stacked with features. Whatever functions you need in an internal IT support solution, Jira likely has what you’re looking for. These are just some of the features you can expect to find from the service:
Jira can turn help-request emails into tickets for your support team to address. The platform does this by monitoring a specific inbox for queries from your employees. If an applicable message comes through, it will scrape the message for keywords and place them in the appropriate fields. Though it’s not technically an omnichannel platform, Jira says on its website that it has social media integration to “extend service channels.”
Automated ticket assignment
If your support team is broken up into specific proficiencies, or you have one person on staff who’s an expert on a certain topic, you can set up automation rules to ensure tickets that fit certain criteria go directly to the right person.
Internal ticket tracking
The ability to track a ticket’s progress is incredibly important. Jira does this whether you’re using the service for internal IT, customer-facing support, or both. Through the platform, users can have permissions and role-based capabilities to set, view, edit, share and act on requests to fit your support team’s needs. Tickets can also be linked across teams to involve the right people.
User ticket tracking
In addition to internal ticket tracking, Jira allows the employee or customer who filed the request to stay up to date with the ticket’s progress. Status updates and notifications can be configured to make sure the person who filed the request knows how much longer they have to wait for a response or resolution.
SLA status information
Consistency with your company’s service-level agreement is important to create a streamlined and efficient support structure. Jira allows you to set custom SLA goals to fit your company’s guidelines and business hours.
IT asset tracking
Your internal IT support team needs to keep track of tech assets within the company. They can do that more easily through the Jira platform.
Live chat and mobile support
The immediacy afforded through Jira’s live chat and mobile app support can be an instant boon for your support team. Mobile apps are supported on Android and iOS devices.
Default reports include breakdowns of workload, SLAs, customer satisfaction and deflected requests. Through configurable dashboards, you can highlight the daily information you need while keeping an eye on real-time queue updates to see that you’re working on the right thing at the right time. All reports can be exported for external stakeholders.
Jira is compliant with ISO/IEC, SOC 2, PCI DSS, CSA STAR, HIPAA and GDPR security protocols. It also supports an encrypted connection for better security.
Ease of Use
Jira is one of the most popular solutions not only for its robust feature set, but also because of how easy its dashboard is to use. Everything you need is easily located through colorful menus, and information gathered through the ticket is recognizable at a glance. Built to provide “high-velocity support,” Jira can make the support pipeline more accessible to everyone using the service.
In our research of Jira, it was hard to find much to complain about. We did note that its pricing is a little higher than its competitors’ prices for similar plan levels. This may be a case of “you get what you pay for,” since it has so many features, but those features might be more than your team needs or your budget can justify. If you’re looking for a cheap, simple internal IT service without a lot of bells and whistles, Jira may not be for you. This platform strives to be comprehensive, and simpler solutions (priced accordingly) are available elsewhere.
If you were considering Jira for its ability to work as a server-based platform, your time to adopt it for that reason is coming to an end in February. After that, Jira’s Service Management solution will only be available as a SaaS or data center product.