• Products
  • Get started
  • Documentation
  • Resources

Feature usage and how it works

Usage limits for Assets and the virtual service agent in Jira Service Management will take effect on October 16. See our blog article for more details.

Some features within Jira Service Management have items that are measured for pricing purposes. For example, Assets contains objects that can be used to represent physical or virtual items, whereas the virtual service agent provides assisted conversations for help-seekers.

Currently, usage is tracked for Assets and the virtual service agent, and both of these are priced based on limits.

How usage works for Assets

You get 50,000 objects included for free with Premium and Enterprise plans. To get more objects beyond this allowance, subscribe to the ‘Extra objects' add-on for Assets in Jira Service Management.

Your Assets usage is calculated based on the total number of objects in all schemas across your site except system schemas. System schemas are schemas used by other features in Jira to store information, such as Services. Read more about Services. Objects within Data Manager do not count towards your usage.

Add-on subscriptions are on a site-by-site basis, so if you have multiple sites or instances of Jira Service Management (as an Enterprise customer), you’ll need a different add-on subscription for each site.

Track your feature usage for Assets

You can track the number of Assets objects in each object schema and the total number across all schemas in your site. This number may include objects in schemas that are hidden from some people, depending upon roles and permissions. Read more about roles.

  • Select Settings () > Products.

  • Under Jira Service Management, select Feature usage.

  • View the Assets tab for the number of schema objects and schemas.

How usage works for the virtual service agent

You get 1,000 assisted conversations per month (as a monthly customer), or 12,000 assisted conversations per year (as an annual customer) included for free with Premium and Enterprise plans. Usage for the virtual service agent is reset every month for monthly customers, and every year for annual customers at the end of the billing cycle. Unused usage is not carried over to the next cycle.

To get more assisted conversations beyond this allowance, subscribe to the ‘Extra objects' add-on for Assets in Jira Service Management.

What are assisted conversations?

Assisted conversations include:

  • Matched conversations – any conversation that was matched to an intent, regardless of whether the virtual service agent resolves the issue or escalates it to an agent for further support. Read more about how intent matching works.

  • AI resolved conversations – any conversation during which the virtual service agent responds to the customer using Atlassian Intelligence answers, and the customer indicates that the response resolved their issue or abandons the conversation, resulting in the conversation being auto-closed. Read more about Atlassian Intelligence answers, or about the auto-close standard flow.

Assisted conversations do not include conversations in your test channel. Read more about the virtual service agent test channel.

Track your feature usage for the virtual service agent

You can track the total number of virtual service agent conversations and the number of assisted conversations.

  • Select Settings () > Products.

  • Under Jira Service Management, select Feature usage.

  • Select the virtual service agent tab to view the number of assisted conversations and conversations.

Still need help?

The Atlassian Community is here for you.