Jira Service Management vs Pylon Pricing (2026)
Compare / Atlassian Service Collection (Jira Service Management) vs Pylon
Shortlist
Team size
25 seats

Atlassian Service Collection (Jira Service Management) vs Pylon

Help Desk/Support pricing comparison · 2026

Atlassian Service Collection (Jira Service Management) has a free plan, then $21.50–$55.28/user/mo, while Pylon costs $89–$139/user/mo. Atlassian Service Collection (Jira Service Management) is typically 66% more affordable, though your actual cost depends on tier and team size.

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See pricing on each vendor's site
Above-the-fold path — each link opens the vendor's pricing page in a new tab.
Visit Atlassian pricing
Free plan limits → Discount programs →
Visit Pylon pricing
Discount programs →
Affiliate partner — does not affect ranking.
Compare
2 products · Help Desk/Support
Side-by-side · live
Atlassian Service Collection (Jira Service Management)
Jira Service Management (JSM) is Atlassian's IT service management platform, designed for
verified 1d ago
$588 $101K
View pricing →
Pylon
Pylon is an AI-native B2B customer support platform that helps companies manage support ac
verified 15d ago
$588 $101K
View pricing →
Recorded annual contract medians
Atlassian median is $100K less than Pylon · different customer contracts; not a quote
Cheapest $588
Spread 99%
Estimated license cost
at 25 seats
List price × seats. Click a tier below to lock it.
Premium
$17K/yr
year 1 license · $55/seat
Advanced
$42K/yr
year 1 license · $139/seat
What buyers actually pay
median, annual
Vendr deal-flow data. The real benchmark, not list price.
↓ Lowest median
Median annual
$588/yr
Vendr · n=33
Median annual
$101K/yr
Vendr · n=0 · limited data
REF · 01

Sources & confidence

Every dollar amount and contract clause below traces back to a sourced fact. We don't manufacture composite scores.

Where this data comes from
Vendr · TrustRadius · Reddit · BBB · official docs
Sources 6 sourced facts
4 hidden-cost · Vendr median · 1 review platform
Last verified 1d ago
Confidence Medium confidence
Sources 7 sourced facts
5 hidden-cost · Vendr median · 1 review platform
Last verified 2w ago
Confidence High confidence
REF · 02

Plans at a glance

Every tier per product. Lock one to drive the cost row above and reveal a tier-specific outbound CTA.

Tier ladder
Click a tier to lock the cost row to it. Locking surfaces a tier-specific Visit CTA.
REF · 03

Hidden costs

Each cost is severity-ranked, with the dollar range quoted from its source (Vendr, Reddit, TrustRadius, BBB, official docs) — never our estimate.

Beyond the sticker
Severity-ranked, sourced
2 documented
  • Add-on and Plugin Licensing Overhead
    50-100% of license costs
    2 sources
  • Rapid Cost Escalation Beyond Free Tier
    $107.60/month for 4 agents
    2 sources
5 documented
  • Minimum Seat Count for New Customers
    Unpublished; depends on the seat minimum quoted
    1 source
  • Microsoft Teams Support Requires Advanced
    $50/seat more (Advanced vs Professional)
    1 source
  • Agentic AI Features Run on Credits
    Usage-based; $0.15-$0.30 per credit
    1 source
  • Professional Services Charged Separately
    $5,000-$25,000 one-time
    1 source
  • Annual Contracts by Default
    Annual commitment
    1 source
REF · 05

What users say

Aggregated, with sample sizes. We use whichever review platform has data.

User reviews
TrustRadius · Trustpilot · G2
TrustRadius
8out of 5 (705)
Best for
Small teams of up to 3 agents getting started with ITSM
Watch out
Expensive compared to competitors, especially with per-user plugin pricing
TrustRadius
8out of 5 (3)
Best for
B2B support teams working in shared Slack channels
Watch out
AI intentionality needs improvement
Decide
Get a quote from each vendor
Each link opens the vendor's pricing page in a new tab.
Visit Atlassian pricing
Free plan limits → Discount programs →
Visit Pylon pricing
Discount programs →
Affiliate partner — does not affect ranking.
License cost is computed from publicly listed plans (real math, list price × seats). Median annual cost is from Vendr's deal flow when available — see source badges. Hidden costs and contract terms each cite their own sources. We do not invent composite scores.
Help Desk/Support

Atlassian Service Collection (Jira Service Management)

Free plan; paid $21.50–$55.28
/user/mo
4 plans · Free tier
Full pricing breakdown →
VS
Help Desk/Support

Pylon

$89–$139
/user/mo
3 plans
Full pricing breakdown →

Jira Service Management and Pylon both operate in the help desk/support category. This page compares their list pricing.

Plan-by-Plan Pricing

Plan Atlassian Service Collection (Jira Service Management) Pylon
Free Free /month $89 /seat/month
Standard $21.50 /agent/month $139 /seat/month
Premium $55.28 /agent/month Custom
Enterprise Custom —

Cost at Scale

Total cost of ownership — licenses, implementation, and hidden costs included.

Atlassian Service Collection (Jira Service Management)

1 scenario
$0/month
Small IT Team (3 Agents)
Free plan covers up to 3 agents with ITSM templates, customer portal, email channel, and basic automation. Ideal starting point with no cost.

Pylon

5 scenarios
$267
Small B2B Team on Professional
per month in seat fees ($89 x 3 seats), plus credits
$5,340/year ($445/month base)
Growing Team on Professional
$16,680/year ($1,390/month base)
Enterprise Team
See all 5 scenarios →

Market Intelligence

Atlassian Service Collection (Jira Service Management)

Median annual cost
$588
Based on
33 deals

Pylon

Median annual cost
$100,800

Hidden Costs

Beyond the sticker price — what catches buyers off guard.

Atlassian Service Collection (Jira Service Management) 2 hidden costs

high
Add-on and Plugin Licensing Overhead 50-100% of license costs
medium
Rapid Cost Escalation Beyond Free Tier
See all Atlassian Service Collection (Jira Service Management) hidden costs →

Pylon 5 hidden costs

high
Minimum Seat Count for New Customers Unpublished; depends on the seat minimum quoted
high
Microsoft Teams Support Requires Advanced $50/seat more (Advanced vs Professional)
high
Agentic AI Features Run on Credits Usage-based; $0.15-$0.30 per credit (source dated Oct 2026)
medium
Professional Services Charged Separately $5,000-$25,000 one-time (source dated Aug 2025)
medium
Annual Contracts by Default Annual commitment
See all Pylon hidden costs →

Contract Terms

Term Atlassian Service Collection (Jira Service Management) Pylon
Auto-renewal — —
Cancellation — —
Minimum commitment — Annual commitment required on all plans; no mid-contract seat reductions or module downgrades
Can downgrade — No

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Atlassian Service Collection (Jira Service Management)

Pylon

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