What's new: February 2025

Time may fly, but the latest March snowfall made us reminisce about February. Last month has been packed with changes and planning ahead. Curious what have we been doing? Well, good thing we have prepared this update! Read along to catch up with us.

Welcome Service Pack!

Speaking of changes - do you remember Issue Merger Pro? We have officially renamed it to Service Pack for Agents. The name fully embraces all of the new capabilities of the add-on. With this update, the app is packed with a bundle of features that any support team would deem useful. Its functionalities have been swiftly integrated to the Cloud version of Issue Merger and thanks to the Forge migration, we ensure the best security level possible.

So what does the new version offer?

The add-on has been designed to give a helping hand to both support and developers teams in every step of their work, especially while resolving tricky incidents. The merge issues feature is still an inseparable part of our app, however now, thanks to the addition of an Rovo Agent - Merge Issues - you can clean up your instance freakishly fast. The traditional merge window has also been complemented with a direct possibility to change the source issue status. Now, you can take care of every aspect of merging, in one window.

And what about keeping everyone updated? We’ve still got you covered - thanks to bulk comment and next comments synchronization features, now available for linked issues, not only the merged ones. For easier sharing of a broader incident context with service agents, we have introduced an Incident Summary Panel. With all of the crucial information in one place, the agents can stay in the incident loop continuously. 

And what about other add-ons?

Issue Templates Agent has been created with everyday Jira users in mind, helping them reduce the mundane and tiresome workload to a minimum.
And with each review, we know that it is serving its purpose on Atlassian Marketplace. But it is not just about the apps anymore, as we want to support our customers every step of the way and help them fix mistakes. We are happy that you guys notice our support team and efforts in that department. Let us share positive words from Felipe:

“What a great tool and service from Issue Templates Agents. Had an issue,
I reached out for support and after a few emails. I was scheduled for a 1:1 meeting to identify the issue. Kate Pawlak after a few questions was immediately able to find the source of my issue and clarified everything as well as how
to solve it. 10/10 , would recommend this 100%”

Thank you once again! We will keep working hard on the add-on and improving it continuously!

We also have a short update from the Feature Bundle for Data Center front
- we can officially say we support the Jira 10 version!

Marketplace updates: flexible pricing for multiple instances

Without a doubt, Atlassian is not afraid to be flexible with their pricing on Marketplace - offering enterprise plans, launching the App Editions program. Now, we can add adjusted pricing for multiple instances to this bunch. At whom is this change directed and how will it work? Enterprise clients will definitely be the target for the new billing method. They will be charged based on the number of unique users of the app across multiple instances and not just the number
of instances in general. 

But will both sides, the Partners and the clients, benefit from it? The billing update is said to help Partners tailor their pricing strategies to better meet
the needs of enterprise customers and allow them to improve their service for bigger clients. On the other hand, the new pricing would be a response to customer dissatisfaction, as so far they had to pay for the same app multiple times, across different instances. 

At first glance, it seems like a solution catered for both parties, enhancing customer relationships and providing a cost-effective setting for companies which need more. If you are interested in the details of the billing, you can get into details right here. 

Partner of the Year Nomination!

We have been nominated in the category of High Velocity Service Management for the Partner of the Year Awards! Customers and Jira users are always
the center of our endeavours, as we focus on delivering innovative solutions that lift the weight from clients’ shoulders. We are honoured to be standing in
a group of finalists and having our efforts recognized! The winners are yet to be announced, but we can already say that we are bursting with pride and happiness.

What about events?

You already know that we are BIG fans of Atlassian Community Events, after all what’s not to like? It is that extraordinary place in space and in time, when people connect, ideas get exchanged and you learn a whole lot!

ACE Greater Noida

Kate Pawlak had the pleasure of sharing her insights of incident communication. As we all know, incident management in general is no easy feat. So the last thing that any team needs is messy communication. Kate dived into her tricks of streamlining support and turning your service desk into a powerhouse. If you missed the webinar or would just like to revisit it - check out the recording!

ACE Wrocław

We have kicked off the first ACE Wrocław event with the best energy! Kate Pawlak and Kate Pastusiak from DataArt have lured us to the DataArt office not just with donuts, but also with the most compelling selection of talks. 

Bartek Robakowski delivered a fascinating introduction to Rovo and explained to us the easiness of Rovo agent creation. The theory was topped off with practice, as he gave a demo and created an agent right in front of the audience.

After this, we switched up the topic and talked about transparency problems in Agile projects. Alina Trush shared her experiences and presented her own solutions to the problems, which we all deal with, unfortunately. 

To finish, Magda Skoropada told her story about the ‘Made My Day’ gratitude program, which helped us revive our company values with a unique use of JSM Service Desk. Successful implementation of values was our struggle for quite a while and we know that it touches other companies as well. We were very excited to share the road to our solution and discuss different approaches.

Any upcoming events?

Let’s see each other at ACE Toronto!

We are kicking off our celebration earlier and heading to Pre-Team’25! Any big bash needs a before party, so why not meet in Toronto? Let the video from Kate convince you for a quick trip to Canada.

Team’25 is right around the corner!

Whether you are eagerly waiting for the final results of Partner of the Year Awards, or just would like to meet curious people with wild ITSM ideas - the event of the year, Team’25, will definitely satisfy these particular cravings. We will be waiting for you in California, so sign up to our Calendar! See you at booth #117!

Still not convinced or lacking reasons for going to Team’25? Kate Pawlak has prepared a magical list of 7 points that will convince you in no time! Learn here, why this event is not to be missed!

More Than Jira 25 - we are the sponsors!

Prefer something more local? In such a case, let’s connect at the Almarise event in Warsaw. From 7th to 8th of May, we will be at the Copernicus Science Center. If you would like to learn more about ITSM and discover novel approaches and solutions, it will be the perfect place! We will also be presenting our ideas,
so don’t wait any longer and register here.

And that has been February for us!

Hopefully, you had as much fun as us. Thank you for following us along and till the next What’s new! We will also be giving you small updates here and there,
so check out our Linked-in. See you!