---
title: "Jira Service Management AI agents (Rovo) in 2026: what they do and what they cost"
canonical: https://harmony.io/insights/jira-service-management-ai-agents
---

# Jira Service Management AI agents (Rovo) in 2026: what they do and what they cost

_Ran Ribenzaft · 2026-10-21_

_Data verified October 2026 · Reviewed by Ran Ribenzaft, Co-Founder & CTO._

**Categories:** AI, ITSM

Jira Service Management AI agents in 2026: what Rovo agents and the virtual service agent do, which plans include them, how Rovo credits are billed, and limits.

Jira Service Management's AI agents are Rovo agents that work inside your service projects: a virtual service agent that answers questions and runs conversation flows in the portal, Slack and Microsoft Teams; Request Router for triage; Request Resolver (formerly Rovo Service) for end-to-end request resolution; and Service Request Helper for human agents. Rovo is included in the Standard, Premium and Enterprise plans with a pooled allowance of 250, 700 or 1,500 Rovo credits per user per month, and extra usage is $0.01 per credit. The virtual service agent needs Premium (listed at $55.28 per agent per month) or Enterprise and includes 1,000 assisted conversations a month.

## At a glance

| Agent | What it does | Plans | How it is metered |
| --- | --- | --- | --- |
| Virtual service agent | Answers from linked knowledge, runs intent flows, raises a request when it cannot help | Premium, Enterprise | 1,000 assisted conversations a month included, then from $0.30 each |
| Request Router | Recommends request type, urgency and priority, routes to the right queue or assignee | Any plan with Rovo (Standard and up) | Rovo credits |
| Request Resolver | Drafts a resolution plan and carries it out across connected tools, supervised or autonomous | Standard and up (HR onboarding plans need Premium or Enterprise) | Rovo credits |
| Service Request Helper | Summarizes requests, drafts replies, suggests assignees and similar past tickets | Any plan with Rovo | Rovo credits |
| Custom Rovo agents | Agents you build in Rovo Studio, such as an IT assistant or HR guide | Any plan with Rovo | Rovo credits |
| Rovo Ops | Incident and on-call support for operations teams | Any plan with Rovo | Rovo credits |

Prices and allowances are from Atlassian's pricing and Rovo licensing pages, checked in October 2026.

## What are Rovo agents in Jira Service Management?

Rovo is Atlassian's AI layer across Jira, Confluence and Jira Service Management (JSM). It includes search, chat, Rovo Studio for building agents, and a set of out-of-the-box agents. Atlassian's documentation lists four out-of-the-box agents for service teams: Ops Expert for on-call and incident work, Service Request Helper for drafting responses and suggesting assignees, Request Resolver for resolving work items and building onboarding journeys, and Request Router, which is designed for automation and handles triage and field updates. You can duplicate any of these and point the copy at your own knowledge sources.

Atlassian's AI for service management guide describes the same agents from the buyer's side. Request Router "reads request details and sentiment" to recommend request type, urgency and priority. Request Resolver "resolves service requests end-to-end" by creating a resolution plan and carrying it out across connected tools, in a supervised mode (a person reviews the plan and assigns the agent) or an autonomous mode (the agent assigns itself). Atlassian renamed Rovo Service to Request Resolver in September 2026, so older posts use the earlier name.

The virtual service agent predates most of this. It has two modes: intent flows (predefined conversations that collect information, change request fields and can send web requests) and AI answers, which use generative AI to search linked Confluence or JSM knowledge base spaces.

## What did Atlassian announce in June 2026?

On June 10, 2026, Atlassian published a guide to building Rovo agents for the service desk. It describes giving an agent an identity, with "IT assistant, HR guide, general help desk agent" as examples, and adding specialist scenarios such as password resets, access and permission requests, and redirecting misdirected tickets. Agents can be deployed on the help center, the service portal or in Slack, and Atlassian says a portal agent can go from build to live in under 30 minutes.

The same post reports results from Atlassian's own IT service desk: an internal agent called Ticket Categorizer Pro classified more than 90,000 tickets and saved roughly 200 working days of manual effort. These are Atlassian-reported figures.

The June post followed Team '26 in May 2026, where Atlassian announced Rovo Service (now Request Resolver) and the Rovo Ops agent as available, Rovo Skills for Assets as available, and previewed Solution Composer, which lets admins describe what they need in conversation, as coming soon.

## Which channels do JSM AI agents work in?

| Channel | Virtual service agent | Rovo agents |
| --- | --- | --- |
| Help center and portal | Yes, live automatically once set up | Yes |
| Slack | Yes, through Atlassian's Slack app | Yes, through the Rovo Slack app |
| Microsoft Teams | Yes, documented by Atlassian | Listed in Atlassian's AI service guide |
| Email | Listed in Atlassian's February 2025 announcement | Not documented in the pages we checked |
| Web widget | Yes, with its own setup guide | Not documented in the pages we checked |

One practical detail: to use a Rovo agent that turns Slack threads into JSM requests, Atlassian says you must deactivate any live virtual service agent in that channel first. Plan which agent owns which channel before you roll out.

## How is AI included and priced by JSM plan?

Jira Service Management is now priced as part of Atlassian's Service Collection, which bundles JSM, Customer Service Management, Assets and Rovo.

| Plan | Listed price | Rovo credits | Virtual service agent | Assets objects included |
| --- | --- | --- | --- | --- |
| Free | $0 for up to 3 agents | None listed | No | Not listed |
| Standard | $21.50 per agent per month | 250 per user per month | No | 5,000 |
| Premium | $55.28 per agent per month | 700 per user per month | Yes, 1,000 assisted conversations a month | 50,000 |
| Enterprise | Contact sales, billed annually | 1,500 per user per month | Yes, 1,000 assisted conversations a month | 500,000 |

The listed prices are the per-agent monthly figures shown on Atlassian's pricing page; Atlassian says annual billing saves up to 17%.

How the meters work:

- **Rovo credits** pool across the whole organization and refresh monthly; unused credits do not roll over. A basic interaction such as a Quick Answer in Rovo Chat costs 10 credits. Each agent invocation is a billable event whose cost depends on the complexity of the work. Rovo Search inside Atlassian apps is free.
- **Extra Rovo usage** is $0.01 per credit ($10 per 1,000). Atlassian's usage article says the new credit table applies to usage from August 31, 2026 and that extra usage billing starts on December 3, 2026. Extra usage is on by default; admins can set a spending cap or turn it off, in which case credit-consuming features pause until the allowance resets.
- **Virtual service agent conversations** beyond 1,000 a month (or 12,000 a year) start at $0.30 per assisted conversation, with volume discounts.
- **Assets objects** beyond the plan allowance start at $0.02 per object per month.

A worked example: a 10-agent IT team on Premium pays about $6,634 a year at the listed monthly rate and gets a pool of 7,000 Rovo credits a month. That covers about 700 basic interactions at 10 credits each before agent work, which costs more per invocation. Ask Atlassian how employee conversations with Rovo agents in the portal and Slack draw on that pool, because that is where usage grows.

## How do Assets fit with the AI agents?

Assets, Atlassian's asset and configuration management, is included in Standard, Premium and Enterprise. At Team '26 Atlassian announced Rovo Skills for Assets, which allow natural-language asset queries and automation, as available. Hardware Asset Management with lifecycle tracking, warranty insights and AI-powered inventory matching, plus cloud-to-cloud Lansweeper connectivity, were announced as coming soon. For IT teams this matters because an agent that can see who owns which device and which service depends on it can route and resolve more accurately.

## What does JSM's AI do well?

- **Rovo is included from Standard.** Teams get out-of-the-box agents and Rovo Studio without buying a separate AI product.
- **Atlassian context.** Agents draw on Confluence, Jira and Assets, which suits companies whose engineering and IT already run on Atlassian.
- **Supervised mode.** Request Resolver can propose a plan for a person to approve before it acts, and it pauses on low-confidence steps such as irreversible actions.
- **Broad channel coverage** across portal, Slack and Teams.

## What are the limitations?

- **The conversational agent needs Premium.** Standard includes Rovo agents but not the virtual service agent.
- **Three meters to watch.** Rovo credits, assisted conversations and Assets objects are each billed separately once you pass the allowance.
- **Actions are what you connect.** The virtual service agent acts through intent flows and web requests you configure, and Request Resolver acts only through tools you have set up; it pauses if it needs a tool that is not configured or lacks access. None of the Atlassian pages we checked describe a built-in, ready-made MFA reset or identity provider action.
- **Knowledge setup.** AI answers need a linked knowledge base space viewable by all logged-in users, and the default request type cannot have required fields.
- **Setup effort.** JSM is rated 4.3 on G2 (986 reviews) and 4.5 on Capterra (770 reviews); on G2 the most-mentioned cons are learning curve, complexity and complex setup.
- **Moving parts.** Several announced features are still marked coming soon, and agent names have changed during 2026.

## Is it worth it for a 300 to 1,000 employee company?

If your company already runs on Jira and Confluence, Premium with the virtual service agent and Request Resolver is a reasonable default: the knowledge is already in Confluence and the AI is in the price. The case is weaker if most of your requests are identity, access and device actions in systems outside Atlassian, because each of those becomes a flow or tool your team builds and maintains. For a broader comparison, see our [Jira Service Management alternatives](https://harmony.io/insights/jira-service-management-alternatives) guide and [AI-native vs bolted-on ITSM](https://harmony.io/insights/ai-native-vs-bolted-on-itsm).

## Using Harmony alongside Jira Service Management

Many teams keep JSM for engineering-linked work (incidents, changes, problems tied to Jira issues) and want employee requests resolved in chat with less building. Harmony [integrates with Jira Service Management tickets](https://harmony.io/integrations/jira-service-management) and can run alongside it.

In that setup, employees ask the [Harmony agent](https://harmony.io/platform/ai-service-desk-agent) in Slack or Microsoft Teams. The agent verifies identity and acts through integrations: [MFA and password resets](https://harmony.io/agents/idp-mfa-reset), [application access with approval routing](https://harmony.io/agents/application-access-request), [group membership](https://harmony.io/agents/group-membership-management), onboarding and offboarding tasks triggered by HRIS events, and [device recovery](https://harmony.io/agents/device-recovery). When a person is needed, it opens a ticket with full context and the human picks it up in the same thread. Harmony ships 100+ prebuilt agents, so common IT actions are configuration rather than flows you write.

Harmony says its agent can resolve up to 90% of routine requests. Customer results published by Harmony include [Cyera](https://harmony.io/customers/cyera) (roughly 85 to 89% of employee requests resolved automatically) and [Fireblocks](https://harmony.io/customers/fireblocks) (agents processed 915 application access requests); these are customer-reported figures. Harmony is rated 4.8 on G2 (80 reviews). It is priced by [custom quote](https://harmony.io/pricing) rather than a published price list, G2 reviewers ask for more flexible reporting and dashboard widgets, some integrations needed extra setup steps, and it is a younger company (founded 2025) than Atlassian. If you later want to consolidate, the [ITSM migration guide](https://harmony.io/insights/itsm-migration-guide) covers running both during a cutover.

This guide is written and maintained by Harmony. Details about other products come from their public pages, listed under Sources, and were last checked in October 2026. If something is out of date, [email us](mailto:info@harmony.io) and we will fix it.

## Frequently asked questions

### Does Jira Service Management include AI agents?

Yes. Rovo, including out-of-the-box agents such as Request Router, Request Resolver and Service Request Helper, is included in the Standard, Premium and Enterprise plans. The virtual service agent is included only in Premium and Enterprise.

### How much do Rovo agents in Jira Service Management cost?

They draw on a pooled monthly allowance of Rovo credits (250, 700 or 1,500 per user per month on Standard, Premium and Enterprise). Usage above the allowance is $0.01 per credit, with extra usage billing starting December 3, 2026.

### What is the difference between the virtual service agent and Rovo agents?

The virtual service agent is JSM's conversational front door, using intent flows and AI answers from your knowledge base, and is metered by assisted conversations. Rovo agents are configurable AI agents built on Atlassian's Teamwork Graph that triage, resolve and assist, and they consume Rovo credits.

### Do Jira Service Management AI agents work in Slack and Microsoft Teams?

Yes. Atlassian documents the virtual service agent in Slack and Microsoft Teams, and Rovo agents can run in Slack, where they can turn threads into JSM requests. Atlassian's AI service guide also lists Teams for Rovo support.

### What happened to Rovo Service?

Atlassian renamed Rovo Service to Request Resolver in September 2026. It drafts a resolution plan for a request and carries it out across connected tools, in supervised or autonomous mode.

### Can JSM AI agents reset passwords or MFA?

Atlassian lists password resets as an example scenario for a Rovo agent, but the action depends on the tools and flows you connect. The pages we checked do not describe a ready-made identity provider action.

## Sources

1. [Service Collection pricing (Jira Service Management) (Atlassian), accessed October 21, 2026](https://www.atlassian.com/collections/service/pricing?bundle=jira-service-management)
2. [Jira Service Management pricing (Atlassian), accessed October 21, 2026](https://www.atlassian.com/software/jira/service-management/pricing)
3. [Rovo licensing (Atlassian), accessed October 21, 2026](https://www.atlassian.com/licensing/rovo)
4. [Rovo usage quota (Atlassian Support), accessed October 21, 2026](https://support.atlassian.com/rovo/docs/rovo-usage-limits)
5. [From repetitive tickets to instant resolution: how AI agents help reclaim your service desk (Atlassian), accessed October 21, 2026](https://www.atlassian.com/blog/jira-service-management/rovo-agents-service-desk-instant-resolution)
6. [AI for service management guide (Atlassian), accessed October 21, 2026](https://www.atlassian.com/collections/service/guides/ai-service-management)
7. [Out-of-the-box agents (Atlassian Support), accessed October 21, 2026](https://support.atlassian.com/rovo/docs/atlassian-agents/)
8. [The Jira Service Management virtual service agent (Atlassian), accessed October 21, 2026](https://www.atlassian.com/software/jira/service-management/product-guide/tips-and-tricks/virtual-agent)
9. [Use a Rovo agent to sync conversations between Slack and JSM (Atlassian Support), accessed October 21, 2026](https://support.atlassian.com/rovo/docs/use-a-rovo-agent-to-sync-conversations-between-slack-and-jsm/)
10. [Rovo Service is now GA (Atlassian Community), accessed October 21, 2026](https://community.atlassian.com/forums/JSM-News-Discussions-articles/Rovo-Service-is-now-GA/ba-p/3214779)
11. [Team '26: Service Collection announcements roundup (Atlassian Community), accessed October 21, 2026](https://community.atlassian.com/forums/JSM-News-Discussions-discussions/Team-26-Service-Collection-Announcements-Roundup/td-p/3233380)
12. [AI in action: the next chapter for Jira Service Management (Atlassian), accessed October 21, 2026](https://www.atlassian.com/blog/announcements/jira-service-management-agentic-ai)
13. [Atlassian Service Collection (Atlassian), accessed October 21, 2026](https://www.atlassian.com/collections/service)
14. [Jira Service Management reviews (G2), accessed October 21, 2026](https://www.g2.com/products/jira-service-management/reviews)
15. [Jira Service Management reviews (Capterra), accessed October 21, 2026](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/)

_Atlassian, Jira Service Management, Jira, Confluence and Rovo are trademarks of Atlassian Pty Ltd. Slack is a trademark of Slack Technologies, LLC. Microsoft Teams is a trademark of Microsoft Corporation. Lansweeper is a trademark of its owner. Harmony is not affiliated with these companies._