Add-ons that use the JSM cost model?

[Phil H]

Hello,

Is there a list of add-ons that only bill based on JSM and not the Jira licensing?  

For example:
Say we have over 500 Jira and Confluence licenses
However, we have only 50 JSM licenses



Seems silly that tools/add-ons that we want for only 50 people, actually require buying over 500 licences and as a small organisation the cost is just not feasible. 

[Charlie Misonne · Accepted solution]

Hi Phil and welcome to the Atlassian Community!

In addition to Pavel's answer: Atlassian announced 4 new licensing models during Atlas Camp 2025 last month.

In the future app vendors will be able to offer decoupled JSM/JSW licenses meaning you will be able to purchase an app only for your JSM users.
It will also be possible to purchase apps for a certain amount of users which is lower than your Jira product licenses.

This will only be possible for apps that use the "Forge" platform and the vendors can choose whether they offer these flexible licensing models or not.
We'll have to wait and see which apps will adapt their pricing models.

[Pavel Junek · Accepted solution]

Hi Phil,

Welcome to Atlassian community!

In Atlassian Cloud, app billing is generally determined by the total number of users across your Jira products. Specifically, Jira Cloud apps are priced based on the maximum number of users of the Jira products on your instance. For example, if you have Jira Software with 500 users and Jira Service Management (JSM) with 50 agents, you would typically pay the 500-user price for apps.

However, some apps are designed specifically for JSM and offer billing based on the number of JSM agents rather than the total number of Jira users. For instance, Agent Dispatcher allows dynamic management of your organization's license usage, potentially reducing the number of JSM agent licenses required. If you have 10 JSM agent users but only 2 use related features concurrently, this app helps optimize license usage accordingly. 

Another example is Enjo Agent Assist, an AI-powered assistant tailored for JSM agents. This app analyzes conversations, logs, and attachments to deliver structured summaries, aiding agents in resolving issues more efficiently. 

To identify apps that bill based on JSM agents, consider the following steps:

1. Review App Pricing Details: On the Atlassian Marketplace, each app's pricing tab provides information about its billing structure. Look for notes indicating that the app is billed based on the number of JSM agents.

2. Contact App Vendors: If the pricing information isn't clear, reach out directly to the app vendors. They can provide specifics about their billing model and confirm whether it aligns with your JSM agent count.

3. Utilize Filtering Options: The Atlassian Marketplace allows filtering apps by categories such as "Jira Service Management" or "IT Service Management." Apps in these categories are more likely to offer agent-based billing.

By focusing on apps that cater specifically to JSM, you can find solutions that align with your licensing needs, potentially reducing costs associated with broader user-based billing models.

[Phil H]

Thank you Pavel and Charlie for your responses - it is appreciated.

It is good to know there is some options to support this type of licensing.  However, they are difficult to find.  To save time for customers, is there a way (or will there be) a way to search for apps that only offer these types of licensing models/options?

Even filtering JSM was not very useful. 

Example:
https://marketplace.atlassian.com/search?query=teams+to+JSM&product=jira-service-management&hosting=cloud

I looked at the first 3 apps - all the wrong cost model so I just gave up looking.  

I'm hoping someone has a list of apps that do licensing models based on the JSM licensing so I can avoid wasting time looking at great apps that I can never use?

[Charlie Misonne]

Hi Phil,

Those new licensing models are not in place yet. They were announced towards app developers last month.
I don't think they are already available for the developers to implement.
On developer.atlassian.com  I do not see any instructions for developers yet. All I found is the Youtube video recording from the Atlas Camp 2025 presentation.

So at this point there is certainly no way to filter for it on the Marketplace.

I think not having to purchase an app for all users is something we've all been waiting for since a long time :-)
We need some extra patience until this becomes available.