What are the differences between JIRA Software, JIRA Service Desk and JIRA Core


From JIRA 7 onwards, Atlassian has split JIRA into 3 different standalone products. This page compares their differences to let people know which JIRA edition they need

  JIRA Core icon
JIRA Core
JIRA Software icon
JIRA Software
JIRA Service Desk Icon
JIRA Service Desk
Web Page  
https://www.atlassian.com/software/jira/core
 
https://www.atlassian.com/software/jira
 
https://www.atlassian.com/software/jira/service-desk
Before JIRA 7 JIRA JIRA + JIRA Agile add-on JIRA + JIRA Service Desk add-on
Use Cases
  • General team project collaborations
  • Change Requests
  • Workflow Approvals
  • Task Management
  • On-boarding of employees
  • Tracking of advertising campaigns
  • Bug Tracking
  • Product Management
  • Basic Software Development
  • Kanban Software Development
  • Scrum Software Development
  • IT Helpdesk
  • Helpdesk Ticketing
  • Incident Management
  • Change Management
  • Problem Management
 Targeted users
  • Non technical teams
  • Business users
  • Legal teams
  • HR teams
  • Marketing teams
  • Finance teams
  • Operations teams
  •  Software developers
  • Scrum Masters
  • Project Managers
  • Quality Assurance Engineers
  • Customers
  • Helpdesk Agents
  • Call Centre Managers
  • Non Technical users 
Keywords
  • Tasks
  • Approvals
  • Requests
  • Forms
  • Backlogs
  • Epics
  • Sprints
  • Boards
  • Software development tool
  • Tickets
  • Queues
  • Service Level Agreements (SLAs)
  • Knowledgebase integration
 Bundled project templates
  • Business projects
    • Project Management
    • Process Management
    • Task Management
  • Software projects
    • Scrum software development
    • Kanban software development
    • Basic software development
  • Business projects
    • Project Management
    • Process Management
    • Task Management
  • Service Desk projects
    • IT service desk
    • Basic Service Desk
  • Business projects
    • Project Management
    • Process Management
    • Task Management
Pricing Based on number of users  Based on number of users Based on number of agents 
Licensing
  • Users have access to 
  • Business projects & features
  • All JIRA Software users can access JIRA core features
  • Users have access
    • Software projects & features
    • Business projects & features
  • End users do not require any licenses
  • End users also have free access to Confluence KB
  • Agents do not require additional JIRA Software or JIRA Core licenses
  • Users have access to 
    • Service Desk Projects & features
    • Business projects & features
Additional
notes
  • The software specific parts are removed to make it less confusing for users
  • Release hubs
  • Integration with developer tools like BitBucket
  • Can integrate with Confluence for knowledge base
  • End users won’t be able to access JIRA Service Desk specific features since they won’t be licensed for JSD 
    • editing tickets
    • transit workflow status (only with 3rd party add-ons)
    • searching
    • dashboards

  

Recommended
add-ons
Video
Introduction
 

Video for JIRA Core

Video for JIRA Software

Video for JIRA Service Desk
Screenshots

JIRA Core for HRStandard JIRA issue view

Activity streams for projectsActivity streams for projects

DashboardsDashboards on the fly

Scrum BoardScrum Boards 

JIRA Software BacklogBacklog planning 

Release HubRelease Hub

JIRA Service Desk Customer PortalCustomer Portal

end user viewEnd users will see this view instead

JSD Confluence KBCan be integrated with Confluence KB to suggest solutions

JIRA Service Desk QueuesSLA Queues

JIRA Service Desk SLA reportsSLA Reports 

Features Comparison

Features comparison across JIRA product family

Things you should know

  • The 3 editions have the same look and feel to provide a consistent project experience
  • The 3 new JIRA editions can be purchased separately, but they can be installed together to provide a unified
    JIRA instance for an entire organization
  • The number of licensed users are accumulative. This means you don’t need to pay for features that are not needed
    by every users
  • It is still possible to customise JIRA to tailor to your business needs
  • The 3 JIRA platforms are available either self-hosted or Cloud. For a comparison on the different hosting
    options, check out our infographic: Atlassian Cloud vs Server

Other resources