Zendesk vs Jira Service Management
Zendesk starts at $19/agent/mo and Jira Service Management at $21.50/agent/mo on annual billing — but agent minimums, seat caps and AI resolution fees decide the real bill. See it costed below.
Costed for three setups
| Setup | Zendesk | Jira Service Management | Cheaper |
|---|---|---|---|
| Startup · 3 agents · no AI | $57/mo Support Team | $0/mo Free | Jira Service Management |
| Startup · 3 agents · no AI (monthly billing) | $57/mo Support Team | $0/mo Free | Jira Service Management |
| Growing team · 10 agents · 300 AI resolutions/mo | $190/mo Support Team | $515/mo Standard | Zendesk |
| Growing team · 10 agents · 300 AI resolutions/mo (monthly billing) | $190/mo Support Team | $515/mo Standard | Zendesk |
| Support org · 50 agents · 2,000 AI resolutions/mo | $950/mo Support Team | $3,075/mo Standard | Zendesk |
| Support org · 50 agents · 2,000 AI resolutions/mo (monthly billing) | $950/mo Support Team | $3,075/mo Standard | Zendesk |
At a glance
| Feature | Zendesk | Jira Service Management |
|---|---|---|
| Pricing unit | Per agent, billed yearly | Per agent |
| Watch out for | Only yearly prices are shown — month-to-month is “typically a higher effective monthly rate” but not priced. | Per-agent monthly price is listed; annual is sold in user tiers so we use the monthly rate. |
| Cheapest paid (annual) | $19/agent/mo | $21.50/agent/mo |
| Cheapest paid (monthly) | $19/agent/mo | $21.50/agent/mo |
| Entry plan includes | Support Team: per agent · AI resolution price Not listed | Standard: per agent · $1 per AI resolution |
| Forever free | No | Yes |
| Trial | 14 days | Not listed |
| Add-ons | Copilot $50/agent/mo, Workforce Engagement Bundle $50/agent/mo, Contact Center $83/agent/mo (all paid yearly). Usage-based App Builder, Action Builder and Voice billed beyond plan allowances. | AI agent $1 per resolution. Marketplace apps billed separately. |
All plans
Zendesk
| Plan | Mo | Yr/mo | Includes |
|---|---|---|---|
| Support Team | — | $19 | per agent · AI resolution price Not listed |
| Suite Team | — | $55 | per agent · AI resolution price Not listed |
| Suite Professional | — | $115 | per agent · AI resolution price Not listed |
| Suite Enterprise + Copilot | — | — | per agent · AI resolution price Not listed |
Jira Service Management
| Plan | Mo | Yr/mo | Includes |
|---|---|---|---|
| Free | $0 | — | per agent · max 3 · $1 per AI resolution |
| Standard | $21.50 | — | per agent · $1 per AI resolution |
| Premium | $55.28 | — | per agent · $1 per AI resolution |
| Enterprise | — | — | per agent · AI resolution price Not listed |
Gotchas
Zendesk
- Only yearly prices are shown — month-to-month is “typically a higher effective monthly rate” but not priced.
- AI agents bill per automated resolution and the rate is not published, so heavy AI use is a quote.
- Copilot is a $50/agent add-on — Suite Professional + Copilot is $165/agent/mo.
Jira Service Management
- Per-agent monthly price is listed; annual is sold in user tiers so we use the monthly rate.
- Built for IT/service teams — customer-support features are lighter than Zendesk or Freshdesk.
- Free tier stops at 3 agents.
FAQ
Is Zendesk cheaper than Jira Service Management?
For 10 agents, 300 AI resolutions a month, annual billing: Zendesk $190/mo on Support Team vs Jira Service Management $515/mo on Standard. The answer flips with agent count, AI resolution volume and monthly vs annual billing — use the calculator on the help desk hub for your exact setup.
Do Zendesk and Jira Service Management have free plans or trials?
Zendesk: No free plan. 14-day free trial; startups program offers 6 months of Suite for up to 50 agents (eligibility applies). Jira Service Management: Free forever for 3 agents. Standard and Premium have a free trial (“Try it free”).
How do Zendesk and Jira Service Management charge for AI?
Zendesk: AI agents are included on every Suite and Support plan but billed per “automated resolution”; the per-resolution price is Not listed on the pricing page. Jira Service Management: Customer Service AI Agent included on every plan, billed $1 per resolution.