We’re excited to share the latest developments and highlights from Appsvio as we kicked off 2025. This update brings news from the Atlassian community, insights into recent events like ACE Wrocław, key milestones for our team, and a look at how we continue to innovate and support Jira and Jira Service Management users around the world.
Product Updates
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.
Issue Templates Agent
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!
Feature Bundle Data Center
We also have a short update from the Feature Bundle for Data Center front – we can officially say we support the Jira 10 version!
Partner of the Year Nomination
We have been nominated in the category of High Velocity Service Management for the Partner of the Year Awards! Out Customers and Jira users are always at the center of our endeavours, as we focus on delivering innovative solutions that lift the weight from clients’ shoulders. We are especially proud to share that we previously won the Atlassian Partner of the Year 2023 award in the ITSM App Solution category, recognizing our outstanding contribution and app innovation across the ecosystem. appsvio.com
Being named finalists and having our efforts acknowledged among such strong peers is a tremendous honor — and while the winners are yet to be announced, we already feel bursts of pride and happiness for both our past achievements and what’s still to come. 
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 on this Atlassian page.
February 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
ACE Wrocław was a dynamic Atlassian Community Event held in Wrocław where experts and users gathered to share practical insights. Sessions included building custom Rovo agents with Forge, tackling transparency challenges in Agile projects, and boosting company culture with a gratitude program. The event combined hands-on knowledge, real demos, and valuable networking in a friendly, in-person setting. More details are available on the official event page.
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