HaloITSM vs Jira Service Management (2026)
Comparing HaloITSM and Jira Service Management? Both are Help Desk & Ticketing and Internal IT & Employee Support tools in the directory, which is why buyers put them on the same shortlist. Below is a side-by-side look at pricing and an estimated monthly bill, channels, compliance claims, and integrations, plus when each is the better fit, so you can pick on the facts rather than either vendor's own sales page.
At a glance
| Attribute |
 HaloITSM
|
 Jira Service Management
|
|---|---|---|
| What it is | ITIL-aligned ITSM from Halo with built-in AI agents, all features in one per-agent price, and a 30-day free trial. | Atlassian's service desk for IT, employee and customer support, with Rovo AI agents and a free plan for 3 agents; now sold as Service Collection. |
| Pricing | Paid · $99/agent/mo billed annually | Freemium · $21.50/agent/mo billed monthly |
| Est. monthly cost | No published price to estimate | No published price to estimate |
| Founded | 1994 | 2013 |
| Categories | Enterprise Help Desk & Ticketing Internal IT & Employee Support | AI Agents & Chatbots B2B & Technical Support Help Desk & Ticketing Internal IT & Employee Support Knowledge Base & Self-Service |
| Channels | ||
| Chat | ✓ | ✓ |
| ✓ | ✓ | |
| SMS | ✓ | — |
| Social | ✓ | — |
| Compliance (vendor-claimed) | ||
| SOC 2 | ✓ | ✓ |
| HIPAA | ✓ | ✓ |
| GDPR | ✓ | ✓ |
| ISO 27001 | ✓ | ✓ |
| FedRAMP | ✓ | ✓ |
| Data residency | London, North Virginia, Frankfurt, Montreal, Cape Town, Sydney | Australia, Canada, EU, Germany, India, Japan, Singapore, South Korea, Switzerland, United Kingdom, USA (Standard and above) |
| Languages | Not verified | Not verified |
| What the AI can do | ||
| Takes actions | Not verified | Not verified |
| Hands off to a human | Not verified | Not verified |
| Choice of LLM | Not verified | Not verified |
| Buying | ||
| Free trial | 30-day free trial, no credit card | 14-day free trial |
| How you buy | Self-serve signup | Self-serve signup |
| Minimum commitment | — | Annual subscription (Enterprise) |
| Company | Independent, privately owned and founder-led | Product of Atlassian (public, NASDAQ: TEAM) |
| Works with | Microsoft Teams Slack 3CX 1Stream AnyDesk ADFS Addigy Acronis Cyber Protect Aquera Armis AlertOps Adobe Acrobat Sign | Slack Microsoft Teams Confluence Jira Atlassian Assets Atlassian Guard Atlassian Marketplace (1000+ apps) |
| Key features |
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| Next step |
Full listing Visit site → |
Full listing Visit site → |
Estimates assume 5,000 conversations a month, 60% handled by AI and 10 agent seats, at each vendor's published list price (the cost calculator's model); treat them as a floor, not a quote. Compliance rows are what vendors publicly claim, and “Not verified” means we have not confirmed that fact yet, not that the tool lacks it.
Choose HaloITSM or Jira Service Management?
Choose HaloITSM if
Best for: Mid-market and enterprise IT teams that want a complete ITIL service desk with AI agents included and all-inclusive per-agent pricing instead of tiered modules.
- you need enterprise scale, security, and compliance
- you need SMS and Social coverage
Look elsewhere if you are a small team looking for a lightweight Slack-first AI helpdesk, since Halo is a full ITSM suite with required onboarding packages.
Choose Jira Service Management if
Best for: IT, ops and internal service teams already on Jira and Confluence that want Rovo AI agents and Slack or Teams intake, starting free for 3 agents and $21.50 per agent on Standard.
- you need autonomous AI agents
- you need B2B and technical support
- you want to start on a free or low-cost plan
Look elsewhere if you run high-volume external customer support and want a purpose-built customer helpdesk, since JSM's strengths are IT service management and its customer-service app is a newer add-on.
About HaloITSM
HaloITSM is the IT service management product from Halo, formerly NetHelpDesk, and is now sold as part of one Halo platform that also covers enterprise service management, customer service, CRM and managed-services PSA under a single per-agent price. The ITSM side is ITIL-aligned and complete: incident management with a dedicated major incident console, a service catalogue with forms, approvals and automation for access, software, hardware and onboarding requests, change enablement with CAB reviews and risk checks, problem management with known errors, a CMDB with asset discovery, and 1,000+ out-of-the-box reports. Employees reach it through the self-service portal, email, live chat, SMS and social channels, with telephony through integrations such as 3CX.
Halo AI ships in every plan. Conversational agents work two ways: an end-user virtual agent across web chat, Teams, Slack and the portal that triages, logs and guides users before escalating with full context, and a fulfiller agent inside the ticket for your team. Process agents (dispatch, first-line support, major incident, knowledge and change management) act on platform events on a schedule, all within your role-based access controls. Underneath, Halo surfaces matching past tickets and knowledge on every new request, suggests category, priority, team and SLA-breach warnings, and runs unsupervised machine learning to find recurring themes across large ticket volumes. External agents can also be connected with their own permissions.
The commercial model is the unusual part. Halo says it is privately owned and founder-led, and since 13 June 2023 its contracts have promised no mergers, acquisitions or private equity deals for a rolling ten years. It credits unused licence fees back at renewal, gives standard-price customers a compounded 5 percent discount at each ARR milestone it reaches, and offers large organizations unlimited licences with funded implementation for a fixed $1 million a year. After 17 years in Stowmarket, it is moving its global headquarters to the Willis Building in Ipswich during 2026, under CEO Paul Hamilton. Halo was named a Challenger in the 2026 Gartner Magic Quadrant for ITSM Platforms, claims 100,000+ users in 75+ countries, and counts McLaren Racing as a technology partner and Sky TV and Cardiff Council among its customers.
Pricing is per agent with every module included; end users and portal visitors are free. The US calculator on the pricing page starts at $99 per agent per month billed annually for up to 24 agents and falls to $85 between 100 and 249 agents. Onboarding packages are required at a bespoke cost, and a 30-day trial with all features needs no credit card. Choose HaloITSM if you want a full ITIL platform without tiered add-ons, and a vendor contractually committed to staying independent. Skip it if you are a small team after a Slack-first AI helpdesk, because you would be paying for, and configuring, a complete ITSM suite.
Read the full HaloITSM listing → · See HaloITSM alternatives →
About Jira Service Management
Jira Service Management is Atlassian's service desk, used for IT support, HR, facilities and other internal teams as well as external customer service. Requests arrive through a customer portal, email, an embedded widget, Slack and Microsoft Teams, and land in Jira-style queues with forms, workflows, SLAs and an embedded knowledge base. The AI is Rovo: Rovo Agents, search and chat answer employee questions from existing knowledge, spot gaps and draft new articles, while a virtual service agent on Premium handles conversational support. On the operations side, AI groups related alerts into incidents and writes post-incident reviews.
Two things are worth understanding. First, Atlassian now sells Jira Service Management inside Service Collection, a bundle that also contains Assets and a separate Customer Service Management app aimed at external support, which adds a Rovo-powered omnichannel workspace and Voice AI that answers calls around the clock. If your use is customer support rather than IT, that app is the part to evaluate. Second, the Slack heritage is real: Atlassian acquired Halp, the Slack-based conversational ticketing tool, in May 2020, and its Slack page now describes a lightweight help desk that creates and manages requests directly in Slack with Jira Service Management. That is why JSM keeps appearing on shortlists for IT support in Slack.
Atlassian was founded in 2002 by Mike Cannon-Brookes and Scott Farquhar and listed on NASDAQ as TEAM in 2015. Jira Service Desk joined the suite in 2013 and was relaunched as Jira Service Management in 2020. Atlassian says more than 60,000 customers use Jira Service Management, and cites a Forrester Total Economic Impact study finding a 275 percent ROI over three years.
Pricing is published per agent, and customers (requesters) are free. The Free plan covers up to 3 agents; Standard is shown at $21.50 per agent per month and Premium at $55.28 on monthly billing, with Enterprise annual-only by quote. Standard and up include Rovo credits, Assets and multi-region data residency, and there is a 14-day trial. Choose Jira Service Management if your engineering teams already live in Jira and you want IT, ops and service requests in the same system. Skip it if you need a polished, customer-facing support suite out of the box, where helpdesks built for customer service will feel more natural.
Read the full Jira Service Management listing → · See Jira Service Management alternatives →
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