Jira Service Management
Service management for IT and business teams from Atlassian
Data collected ·ChatGPT, Perplexity, Google AI Mode·coverage 98.8%·next run
- Jira Service Management ranks #8 of 37 in Help Desk with an AI visibility score of 21.4 (SlateIndex, Nov 3, 2026).
- Jira Service Management's visibility rose 0.4 points since the previous weekly run.
- Jira Service Management is most visible on ChatGPT (27.4) and least on Google AI Mode (16.9).
- AI engines name Jira Service Management in 19 of the 30 Help Desk buyer prompts SlateIndex tracks.
- helpdesk.com is the source AI engines cite most in answers about Jira Service Management, with 29 citations.
About
Company details for Jira Service Management
Jira Service Management is Atlassian's IT service management and help desk product, launched in 2020 as the successor to Jira Service Desk. It provides a request portal, ticketing with SLAs and automation, and an asset and configuration database (Assets). Since October 2025 new customers buy it as part of Atlassian's Service Collection, which bundles it with Customer Service Management, Assets and Rovo AI agents. It ranks #8 of 37 in Help Desk on SlateIndex and has a visibility score of 21.4 in the latest weekly run.
Founded in 2020 and headquartered in Sydney, Australia, the company employs 5,000+ people. Its differentiator: built on the Jira platform and connected to the Atlassian Teamwork Graph and Rovo AI agents.
- Website
- atlassian.com
- Categories
- Help Desk
- Company size
- 5,000+ employees
- Headquarters
- Sydney, Australia
- Founded
- 2020
- Company type
- Public (NASDAQ: TEAM)
- Deployment
- Cloud; Data Center sales ended March 2026; Atlassian Government Cloud for government customers
- Compliance
- SOC 2, PCI DSS, ISO/IEC 27001, ISO/IEC 27018, FedRAMP
Read from linkedin.com, atlassian.com, getmacha.com, x.com, g2.com, us.seibert.group · refreshed Nov 2, 2026.
AI visibility
Latest weekly run · Nov 3 · next run Nov 9
Visibility score trend
Weekly runs over the last 60 days, with up to 7 competitors. Click a name to hide or show its line.
Jira Service Management gained 0.3 points over 1 weekly run in Help Desk. Freshworks leads the category at 61.5%.
AI mentions & citations
Recent answers that name Jira Service Management
Which Help Desk vendors do analysts recommend?
Atlassian Jira Service Management – IT support integrated with software development and DevOps.
Most affordable help desk platform that is still reliable
If you're looking for the most affordable help desk platform that is still reliable, I'd put Zoho Desk, Freshdesk, and Jira Service Management at the top of the list.
Which Help Desk vendors do analysts recommend?
Jira Service Management (Atlassian) – Highly recommended for development-heavy and DevOps-aligned organizations.
How do I choose a help desk platform for a mid-market team?
Freshservice is better suited to IT teams needing structured ITSM workflows, while Jira Service Management fits organizations where support tickets frequently become engineering work.
Is there a free help desk platform for small teams?
Jira Service Management — free for up to 3 agents, with ticketing, SLAs, on-call schedules, and escalation policies; particularly suited to internal IT support.
What is a help desk platform and when does a company need one?
What are the best Help Desk tools in 2026?
My recommendation is to shortlist Zendesk, Freshdesk, Zoho Desk, Freshservice, and Jira Service Management first.
Best help desk platform for enterprise
Jira Service Management – If your organization has strong IT and software engineering teams.
Products & features
What Jira Service Management sells
Jira Service Management
Service desk with request portal, ticketing, SLAs and automation.
Assets
Configuration management database (formerly Insight) for tracking assets and configuration items.
Customer Service Management
Module for external customer service, sold in the Service Collection.
Rovo
Atlassian's AI agents, chat and search, including a virtual agent for service requests.
Strengths engines cite
- Built for engineering, DevOps and development-heavy teams
- Well suited to internal IT support and service desks
- Free for up to 3 agents with SLAs and escalation features
- Connects support tickets with software development and Atlassian tools
Target market & buyers
IT, service and business teams from startups to large enterprises
Notable customers include Breville, Iress.
Funding & recent developments
Funding
| Latest known round | Total raised |
|---|---|
| — | — |
Recent developments
- Jun 2026ProductAI risk assessment for change requests
AI-powered risk assessment for change requests added; surveys enabled by default for all JSM spaces.
- Mar 2026ProductData Center sales end
JSM Data Center stopped selling to new customers; renewals possible until March 2028.
- Jan 2026ProductCustomer provisioning enters open beta
Customer provisioning for JSM entered open beta.
- Oct 2025ProductService Collection launched
JSM is no longer sold standalone; new customers buy the Service Collection bundling JSM, Customer Service Management, Assets and Rovo agents.
Competitive landscape
How Jira Service Management compares with its top three alternatives
Jira Service Management most often appears alongside Freshworks, Zendesk, Help Scout in AI answers.
| Brand | Visibility | Share of voice | vs last week | Starting price |
|---|---|---|---|---|
| Jira Service Management | 21.4% | 7.2% | up+0.4% | Pricing not available |
| Freshworks | 61.5% | 12.9% | up+1.7% | Pricing not available |
| Zendesk | 49.3% | 11.2% | up+0.3% | $19 / seat / mo |
| Help Scout | 29.8% | 8.2% | up+1.5% | Free plan |
| Intercom | 46.2% | 10.1% | up+2% | $29 / seat / mo |
What AI answers say
Sentiment and themes from the answers that mention this brand
Positive 48% · Neutral 38% · Mixed 14% of 71 engine answers that mention Jira Service Management
Praised for
- Built for engineering, DevOps and development-heavy teams
- Well suited to internal IT support and service desks
- Free for up to 3 agents with SLAs and escalation features
- Connects support tickets with software development and Atlassian tools
Criticised for
- Paid per-agent pricing applies after the free tier
Cite as: SlateIndex, “Jira Service Management AI visibility profile”, https://slateindex.ai/brand/jira-service-management, data of Nov 3, 2026. Licence: CC BY 4.0.