Pros & Cons #
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Interface is clear and intuitive
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AI helps speed up ticket management
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Reports are easy to generate
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Consistent experience across IT and customer service components
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Sheer variety of features creates some complexities
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True project management functionality costs extra
Atlassian Service Collection Specs #
| Asset Management | | | Custom Reporting | | | Knowledge Base | | | Live Chat | | | Self-Service Portal | | | Smartphone Apps | | | Support Widget |
Atlassian Service Collection is a comprehensive and slick help desk management solution for both external customer service and internal IT support. It has three main components: Assets, Customer Service Management, and Jira Service Management (ITSM), with the company's Rovo AI platform adding enhancements across the experience. For the collection's reasonable price, you can manage everything from employee software licenses to customer support queries. If your business is willing to spend the time to learn how to use all its features, it's an excellent choice because of its flexibility and value. However, our Editors' Choice winner for IT support remains HaloITSM, which offers project management tools and simpler pricing. Meanwhile, Freshdesk Omni and Zendesk for Customer Service are our Editors' Choice winners for customer service, thanks to their slightly more intuitive interfaces and more robust AI features.
Pricing: Robust Plans That Offer Excellent Value #
Atlassian Service Collection's free plan supports up to three users, but an unlimited number of customers. It includes basic service management and customer service features and ticket templates to help you customize the experience to your needs. You can connect Jira Service Management to Slack and Teams to manage requests from employees, and customers can create tickets via chat, email, or a website. With this tier, you don't get any AI, asset, or change management features, but you can access standard reports. You can run a maximum of 500 automation rules per month, and file storage tops out at 2GB.
The Standard plan ($20 per person per month) supports up to 100,000 agents and unlocks a custom-branded support portal, asset management (via a configuration management database), and site audit logs. At this level, you also get Rovo AI agents, chat, and search functionality. Each user gets 25 credits per month, with additional credits locked behind a separate Rovo subscription. However, Atlassian says it's not currently charging companies beyond the credit limits.
The Premium plan ($51.42 per person per month) includes AI-based alerts and product incident response reporting, change management features, conversational AI agents (as opposed to those that merely route tickets and provide basic responses), multiple help centers, real-time incident monitoring, and skill-based routing. Rovo credit limit increases to 750 per agent per month. Per-month automation limits go up to 1,000, and file storage is unlimited.
Finally, the Enterprise plan (custom pricing) supports up to 150 instances, 150 Rovo credits per agent per month, unlimited automation runs, and several other corporate-friendly features.
Note that the above prices assume a team size of 75 people. The rates decrease as your team size grows, with discounts available for upfront annual payments. Agents with a paid license can access all the available components of Atlassian Service Management; you don't need to choose between the customer service and IT help support sections, for example.
Comparing the value of Atlassian Service Collection is somewhat difficult because it handles both external customer service and internal IT support. Vivantio is one of the few others we've reviewed that offers the same combination. It starts at around $49 per agent per month, billed annually, and doesn't gate features behind more expensive subscriptions. It has some project management features, but isn't quite as nice to use and doesn't go as deep with AI capabilities.** **Halo ITSM also uses flat pricing (starting at around $95 per agent) when we reviewed it as an IT help desk solution. It is competitive on AI features with Atlassian Service Collection, is more enjoyable to use, and provides a useful range of project management tools. (HaloITSM has since extended into customer service, CRM, and other areas.)
On the customer service side of things, Atlassian Service Collection is not alone in restricting advanced AI features to higher-tier plans. Freshdesk Omni, for instance, charges an extra $29 per month for a dedicated AI agent (as part of Freddy AI Copilot) and only at its Pro subscription level ($79 per person per month, billed annually). Similarly, Zendesk for Customer Service offers robust AI features when you combine the Suite Professional plan with the Copilot add-on ($165 per person per month total, billed annually). Atlassian Service Collection’s Premium plan is much less expensive than either and includes an entire IT help desk component, so it's comparatively a great value.
Setup and Administration: No Barriers to Configuration or Settings Changes #
Atlassian Service Collection gives you a lot more flexibility in how you set up and use the product than Vivantio. After signing up for an account, the next step is to create a space for asset and change management, customer service management, or IT help desk management, depending on your organization's needs. Freshdesk's and Zendesk's products are understandably more linear during setup because they are for specific types of support.
Administration tools for Atlassian Service Collection are easy to find via the Settings icon in the upper-right part of the site. Although this section includes many admin functions, all of them are simple to access from a single menu.
Interface and Ease of Use: A Streamlined Design Masks Some Underlying Complexities #
Despite Atlassian Service Collection's formidable power, the main interface is highly intuitive. All of the tools you might need related to change requests, incident tracking, and live chats are available from the left-hand side of the screen. Whether you are using Atlassian Service Collection to service external customers or internal employees, the user experience is consistent.
The platform uses color wisely to call attention to important buttons. The one for creating a new ticket, for example, is bright blue. Although Freshdesk Omni uses a bit more color variety to help you find important features, Atlassian Service Collection is never difficult to navigate. However, the sheer amount of features means that it can take some time to learn. The same is true for any advanced help desk service.
Atlassian Service Collection is web-based, but Android and iOS apps for Jira Service Management are available. I tested the app (called Jira Cloud) on my iPhone and found it to be robust and capable. You can access all dashboards, requests, and ticket details from the desktop browser version.
Importing Contacts: A Quick and Simple Process #
Importing contacts to Atlassian Service Collection is straightforward, whether they are external customers or internal employees. In the former case, you can simply head to the Customers section in the left-hand menu to import profiles. In the latter case, you can import in bulk via a CSV file (formatting instructions are here) or by pasting in multiple email addresses. Both processes took just a couple of minutes.
Roles are highly customizable for agents; these determine which of the included apps they can access within the collection. However, it's not possible to assign roles during the import process.
Help and Support: Could Be More Inclusive at Lower Levels #
Free users must make do with resources from the Atlassian Service Collection community. For Standard plan subscribers, tech support is available weekdays during normal business hours, but only through the tech support web portal. To get 24/7 tech support by phone for critical issues, you must subscribe to the Premium plan, though less critical issues are still subject to resolution during standard business hours. With the enterprise plan, you get 24/7 coverage for all issues, phone support, and a dedicated support rep.
In testing, I asked a question about creating a service ticket via the web portal, and the AI agent provided detailed information. When I sent in a ticket for live tech support, a detailed and helpful resolution came about 24 hours later.
I had no problem adding information to Jira Service Management's knowledge base for other agents to access. The process is just about as straightforward as creating a Word document, and it's possible to create articles based directly on requests.
Ticket Management: Consistent Tools That Benefit From AI Smarts #
Atlassian Service Collection provides comprehensive and flexible tools for creating and managing tickets, but the variety of available options might create some confusion. The good news is that triaging and managing requests from both customers and employees works exactly the same.
As mentioned, you can start by clicking the large blue Create button at the top of the interface and then selecting a type, such as an incident, problem, or request. It's also possible to add more details and set a priority. External customers and internal employees can submit tickets themselves via email, the desktop and mobile apps, or a web portal.
Atlassian Service Collection offers some of the best and fastest ticket filtering tools I've encountered. First and foremost, you can use custom or predefined queues to quickly view and triage similar requests. It's also possible to filter ticket lists or queues by assignee, request type, status, and more.
In testing, I didn't have any problem updating ticket priorities or reviewing all of the details via a left-hand panel. The panel is easy to use because it has sections for only your tickets, recent tickets, those you have starred, customer lists, and plenty of others. It's also possible to quickly see all requests and interactions with a customer or employee. To help streamline operations, you can set up rules that automatically route tickets based on agent skill, priority, and other factors. I created an automation to let me know when any ticket reached its SLA threshold; this was simple to set up using an intuitive flowchart-like interface that reminds me of an app like Microsoft Visio.
Meanwhile, Rovo can handle some of the heavy lifting of triaging tickets by escalating and fully resolving them. Rovo agents use the knowledge base articles you add to your site and can follow guidelines. For example, if you set a threshold for resolving a request (according to SLA rules), the agent will take those into account.
Asset, Change, and Project Management: Robust Features, Especially Alongside Jira Project Management #
The Asset component of Atlassian Service Collection is a separate function that pulls up a new tab in your browser. It was easy to create a “schema” about which assets to manage (such as software or hardware), add details, and track items.
Configuration management tools help you discover assets on your network and track both hardware and software items. This includes a way to make sure hardware and software are functioning correctly, and also change management for software development. You can integrate the Atlassian Service Collection with Jira's mainline project management service ($7.91 per month for the Standard plan) to enhance this functionality. Freshservice and Zendesk for Employee Service don't have a similar first-party integration, but HaloITSM includes project management features as part of its flat pricing plan. Other change management features encompass approvals, deployments, and risk assessments.
Reporting and Analytics: Extensive Yet Accessible #
Reporting options in Atlassian Service Collection are both comprehensive and surprisingly easy to use. Simply click Reports on the left-hand menu to get started. Report templates are attractive and make ample use of color. You can generate reports that show the time to resolution, incidents by priority level, whether an SLA was met or breached, and much more. It's possible to customize reports, for example, to show only specific teams within a department. Exports are available to CSVs, PDFs, and image files. Reporting features are available with every plan, but you need to subscribe to the Enterprise plan to unlock an integration with the full Atlassian Analytics service, which includes a more robust dashboard and SQL-based reporting.
I miss the ability to generate reports using AI via natural language in Zendesk's help desk solutions. With its services, you can type a prompt, such as “Show me all agents who have not resolved a ticket this month," to get that report. Atlassian Service Collection opts for a template-first approach.
Integrations: A Good Range of Connections #
Over 600 trusted integrations are available for Jira Service Management through the Atlassian Marketplace, including 87 that specifically aim to improve IT help desk support. The more specific integrations include those for Datadog, Dynatrace, Gitlab, Jenkins, and Splunk. Other integrations for Microsoft 365, Microsoft Teams, Salesforce, and Slack help extend the product. Integrations span a wide range of categories, including analytics, administration, AI tools, business messaging, CRM, and project management. Freshdesk Service and Zendesk for Employee Service, respectively, support around 450 and 1,600 integrations, for comparison. The Customer Service Management app does not appear to support Marketplace integrations. Separately, Teamwork Graph connectors can bring in data from services such as GitHub, Google Drive, SharePoint, and Slack.
Security: Is Atlassian Service Collection Safe to Use? #
Atlassian Service Collection supports multi-factor authentication and encrypts both data at rest and in transit. The privacy policy is highly detailed and up-to-date.
Final Thoughts #
The Atlassian Service Collection bundles excellent customer service and IT help desk components in one convenient platform for a reasonable price, enhancing the experience with a helpful range of AI features.