Bouts / Intercom vs Jira Service Management
Intercom vs Jira Service Management
Red cornerIntercom
$29 per seat a month, billed annually
Blue cornerJira Service Management
$750 a year for up to 3 agents on Standard (about $20.83 per agent a month), or $25 per agent a month billed monthly
Intercom: Intercom renamed itself Fin, and Salesforce completed its acquisition of the company on September 10, 2026.
Jira Service Management: Jira Service Management is now sold only inside Atlassian's Service Collection, bundled with Customer Service Management, Assets and Rovo; the apps cannot be bought separately.
Intercom wins 3–0 at 10 agents (clear win). Intercom takes AI, desk basics and user verdict; Jira Service Management wins no rounds; 3 rounds are even.
The judges' card
| Round | Intercom | What happened | Jira Service Management |
|---|---|---|---|
| Round 1The bill | = | At 10 agents with AI on: Intercom $1,075, Jira Service Management $979 a month. That is within 10%, so the round is even. | = |
| Round 2Price tags | = | Both offer AI prices in public, but with a minimum, annual-only terms or vague limits. Even. | = |
| Round 3AI | W | Intercom offers an action-taking AI agent on chat, email and phone, with test runs and reporting; Jira Service Management offers an AI agent that also takes actions in other systems. Intercom takes the round. | |
| Round 4Desk basics | W | Intercom offers every channel natively, skills-based routing and 300+ integrations; Jira Service Management offers all that plus phone and messaging apps. Intercom takes the round. | |
| Round 5Security | = | Both offer SOC 2 Type II and ISO 27001, plus EU hosting, a HIPAA BAA or a no-training promise. Even. | = |
| Round 6User verdict | W | On G2: Intercom 4.5 from 3,918 reviews, Jira Service Management 4.3 from 986 reviews. Intercom takes the round. | |
| Rounds won | 3 | Intercom wins, 3 even | 0 |
Does team size change it?
Only the bill round depends on team size. Here is the full result in each weight class.
Small team
- Intercom
- $323
- Jira Service Management
- $294
3 agents, 750 conversations a month. Intercom wins 3–0.
Mid-size team
- Intercom
- $1,075
- Jira Service Management
- $979
10 agents, 2,500 conversations a month. Intercom wins 3–0.
Large team
- Intercom
- $2,688
- Jira Service Management
- $2,448
25 agents, 6,250 conversations a month. Intercom wins 3–0.
Monthly bills from USD list prices, annual billing where offered, with the AI agent resolving 20% of conversations and agent assist for every agent. Plans: Intercom Essential; Jira Service Management Service Collection Premium.
Tale of the tape
| Fin (formerly Intercom) | Made by | Atlassian |
|---|---|---|
| per agent | Pricing | per agent |
| $29 per seat a month, billed annually | Paid plans from | $750 a year for up to 3 agents on Standard (about $20.83 per agent a month), or $25 per agent a month billed monthly |
| Essential | Plan we priced | Service Collection Premium |
| $323 | 3 agents, AI on | $294 |
| $1,075 | 10 agents, AI on | $979 |
| $2,688 | 25 agents, AI on | $2,448 |
| $0.99 per outcome | AI agent price | $1.00 per AI agent resolution, no included allowance; free until December 3, 2026; 1,000 assisted conversations a month included on Premium and Enterprise, then from $0.30 each |
| Email, Live chat, Phone, WhatsApp, Social, SMS | Channels | Email, Live chat, Phone, WhatsApp |
| No | Free plan | Up to 3 agents with 2GB storage |
| 14 days | Free trial | 14 days, extendable to 30 |
| Yes | Monthly billing | Yes |
| SOC 2 Type II, ISO 27001, ISO 27018, ISO 27701, ISO 42001 | Audit reports | SOC 2 Type II, ISO 27001, ISO 27018 |
| US, EU and Australia hosting | Data hosting | Pin data to the US, EU, Germany, UK, Switzerland, Canada, Australia, Japan, India, Singapore or South Korea, from Standard |
| 4.5 (3,918) | G2 rating | 4.3 (986) |
| — | Capterra rating | 4.5 (779) |
Questions
Which is better, Intercom or Jira Service Management?
Intercom wins 3–0 at 10 agents (clear win). Intercom takes AI, desk basics and user verdict; Jira Service Management wins no rounds; 3 rounds are even.
Is Intercom cheaper than Jira Service Management?
At 10 agents with the AI agent and agent assist on, Intercom comes to $1,075 a month and Jira Service Management to $979, from list prices. The bill round is even.
Which has the better AI, Intercom or Jira Service Management?
Intercom offers an action-taking AI agent on chat, email and phone, with test runs and reporting; Jira Service Management offers an AI agent that also takes actions in other systems. Intercom takes the round.
Other bouts
Sources
Intercom
Jira Service Management
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