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Appfire Integration Outages

Kayla Patten

We have had 3+ outages with our Appfire integration to salesforce in the last 6 months. They never post any issues on their status page despite confirming through support tickets that the outages were impacting not only us. I want to know what apps Atlassian recommends as an integration tool for salesforce cases and jira tickets. I have used appfire/service rocket at multiple companies so I know they are commonly used but wasn't sure if there was another well known tool out there that atlassian would recommend. Thanks!

Accepted answers

Aron Gombas _Midori_

There are several options other than the Appfire app. I don't want to recommend any of those, but here is a the list:

https://marketplace.atlassian.com/search?query=salesforce&product=jira&hosting=cloud&sort=relevance

I would look at the installation counts, reviews, documentation and the common signals.

All comments

Arkadiusz Wroblewski

Hi @Kayla Patten

Repeated outages are understandably frustrating. Ask Appfire Support to escalate the recurring issue and provide a root-cause explanation, steps to prevent recurrence, and clarification on their status page reporting.

I can’t speak for Atlassian’s official app recommendations, but to help the Community suggest suitable alternatives: are you using Jira Cloud or Data Center and what exactly your needs ?

Best,

Arek🤠🧙‍♂️

Aron Gombas _Midori_

There are several options other than the Appfire app. I don't want to recommend any of those, but here is a the list:

https://marketplace.atlassian.com/search?query=salesforce&product=jira&hosting=cloud&sort=relevance

I would look at the installation counts, reviews, documentation and the common signals.

Vladymyr Postnov

Same pattern came up when I went through Marketplace reviews: support confirms an outage privately and the status page stays clean. One thing that worked for others is asking the vendor for their SOC 2 report, since the auditor checks that real incidents were handled and customers were told. Did support give you dates for the three outages?

Arkadiusz Wroblewski

Just one clarification: SOC 2 evaluates internal controls, but doesn't necessarily require every service outage to be published on a public status page.

Vladymyr Postnov

Fair point, SOC 2 won’t force anything onto a public status page. What I had in mind is that the report shows how the vendor tracks and handles availability incidents, which is still useful when the status page stays empty. Kayla, did support give you dates for those outages?

Javier Pozuelo -Exalate-

Hi @Kayla Patten, I'm a solution engineer at Exalate.

There are definitely a few alternatives out there. You can take a look at the available Salesforce connectors on the Atlassian Marketplace and compare them based on the type of sync you need, support, and reliability.

Exalate is one option worth checking out if you need Salesforce Cases and Jira tickets to stay in sync both ways. You can control which fields, comments, statuses, etc. are shared between the two systems.

Kayla Patten

Hi Arek. I did escalate to Appfire support each time and they basically say the status page is a valid concern and they'll reach out to their dev team. The root causes each time seemed to revolve around salesforce security updates and them trying to resolve ongoing issues they had after making changes from that. My biggest concern was the lack of communication. Jira Cloud is what we use.

Kayla Patten

Thank you!

Kayla Patten

Glad we aren't alone but that is frustrating! Good idea on looking at the SOC 2 report, I will do that. They gave me nothing until I opened tickets and they responded with their reason. One was September 9 (or 8), August 13, one some time in July.

Vladymyr Postnov

Thanks for the dates. I checked Atlassian’s own status pages for August 13 and September 8 to 9 and nothing was declared on their side either, so it really comes down to Appfire telling you. Since support already agreed the status page is a valid concern, it might help to ask them in the ticket to backfill those three outages on it.

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