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🍂🎃 Apptoberfest '25 discussion: Apps for ITSM

Kelsey Van Scoy

👋 Hi Community! We’re excited to bring you another Apptoberfest '25 discussion topic—this time, we’re spotlighting Apps for IT Service Management (ITSM)!

Atlassian’s Marketplace offers a wide array of apps designed to optimize IT operations and enhance service delivery. Explore solutions that help you track, prioritize, and resolve issues efficiently, empowering your ITSM teams to deliver exceptional support.

We’d love to hear from you:
What are your go-to apps for ITSM? How do teams in your organization use these tools to improve their workflows and outcomes?

Let us know! 👀

Comments

Rinjini Poddar

Started using Graphy - Custom Charts, ITSM Reports, Dashboards (JSM, Rovo) found it helpful for reporting.

Thiago P _Atlassian Support_

Great to see how many Apps can take Jira Service Management to another level.

Eric Pozzobon_55g56h

https://marketplace.atlassian.com/apps/1219732/time-in-status Has been very helpful to our organization!

Iryna Komarnitska_SaaSJet_

Thank you for your high praise @Eric Pozzobon
As part of the Time in Status team, I am very pleased to hear this. 😊

John Funk

Elements Connect (external data fields for Jira) and Refined for portal configuration are two of my favorites. I guess that Deep Clone and Revyz's suite of tools would also qualify under ITSM.

Anne Saunders

We're not using any ITSM apps yet, so I'm here to see what we may want to try.

Mohamed EM

Refined Theme for Jira Super useful! changed how our Jira Service Management portal looks and feels and Extension for Jira Service Management A must-have for ITSM teams. It allows you to build dynamic forms that simplify complex service requests

Marcus Jacobs

Depending on your use-case and how easy/user friendly you want to be Shoppie by Caelor might be worth a look as well as the already mentioned Refined Sites for JSM

Julia Watson-Clarke

We've just started using the Time in Status app (SaaSJet) to get more accurate monthly and quarterly metrics. It's helping us to see bottlenecks in our workflows too. Gone are the days of me trying to manually work out the stats using csv exports! Massive time saver as I can set up all the presets so now I can get the info I need in an instant.

Stephen.Lugton

I haven't seen a couple of the Apps mentioned here before, but there are a couple that we'll definitely be looking into!

Iryna Komarnitska_SaaSJet_

Hi @Julia Watson-Clarke , you can't even imagine how happy the Time in Status team is to hear that!☺️

Karan Sachdev

I've come across Time in Status app being used by some of the customers. Would be great to learn of other apps as well that offer extended ITSM functionalities.

James O_Connor_o89ye8

We don't currently use any ITSM apps - it's good to see a few recommendations here!

Valerie Knapp_gp7rpj

We have ever supported Snipe-IT for ITSM customers - https://marketplace.atlassian.com/apps/1220964/snipe-it-for-jira-asset-management-jsm-assets-itsm-itam?hosting=cloud&tab=overview

Ali Umut Terzi

Thanks to Insight (Assets), I haven’t needed to look for any additional apps for JSM yet.

Anwesha Pan

Dashboards for JSM is very helpful and widely used by our team. ✨

Maria Rusnakova

It seems that more and more our teams are using Time in Status and I see that it's popular in other organisations as well 😊

Martin Runge

My favorite is "Extension for Jira Service Management," which allows us to share details about the request to keep all stakeholders informed and reduce back-and-forth questions.

Tomislav Tobijas

Our JSM clients love their dashboards and metrics, so I'd go with chart apps such as "Custom Charts" and "eazyBI Reports" 📊

Vitaliy Leskiv_pxpec3

As many here mentioned, we're also starting to look into enhancing our ITSM specifically looking at improving our SLA's and reporting metrics. here is always the best place to find the best recommendations to start with.

Barbara Szczesniak

My team uses several apps in Jira, including Deep Clone and Time in Status.

Jayesh Raghuvanshi_qb6277

I have below List

JSM
Structures
JSU
Time in Status
JEMH
Scriptrunner for Jira
Xray
Zephyr Scale
Eazytime
Advance Roadmaps

Vronik

Hi everyone

There are countless useful tools for JSM in the marketplace. I have used several throughout my professional career and I think that is the wonder of this portal

Regards

Brita Moorus

We've been using Refined for JSM portal configuration, ScriptRunner for automations, reporting and keeping things structured, Time in Status for understanding where work items slow down, and eazyBI reports for more complex charts and reports. Interesting to see what others are using 😊✨

Reinbeaux.Leitch

We are just getting started on Jira and haven't used any apps for ITSM, however for the contest the STM Issues Template for Jira Cloud looked like it would save us some time.

Liz Tanner

I currently do not use any ITSM apps, period. But, the one that I would instantly grab is Exalate's Connector for Jira. This would be my go-to to connect the Jira, JSM, Azure DevOps setup I already have; it just makes sense for my workspaces and would connect Jira, JSM, and Dev data in real-time. That connector would be an efficiency game changer for utilizing 3rd party, Jira, and Dev data flows + monitoring for productivity/efficiency. The app's price point is amazing for the extended capabilities it enables with the Atlassian Jira app suite.

Kai Krause_xx7uj7

Hi,

i think Email This Issue | Atlassian Marketplace

to extend the Mail Workflow in JSM.

BR
Kai

Rakesh_qn2yte

Time in Status Reports -> https://marketplace.atlassian.com/apps/1226187/time-in-status-reports to identify bottlenecks and improve our processes

Elizabeth Wiles

We aren't using any ITSM apps yet, but snooping the comments for ideas.

Fabio Racobaldo _Catworkx_

it depends from customer needs. JSM itself provide a lot of features that allow customers to put in place a great solution.

BTW, based on my experience the following apps could increase a lot ITSM implementation :

Scriptrunner
Element Connects
EazyBI

there are a lot of other useful apps

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