Marketplace Partner Spotlight: Nemetschek Bulgaria

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To keep the Partner Spotlight series alive and well, Atlassian has invited Partners to create their own articles following Atlassian’s suggested format.

Here is the latest installment – an interview with Annie Ioceva of Nemetschek Bulgaria.

Question: What's your role at Nemetschek Bulgaria?

Annie: As the Head of Product for the Atlassian Apps team at Nemetschek Bulgaria, I lead an incredible team dedicated to building solutions that enhance Jira Service Management (JSM). My journey with Nemetschek Bulgaria began 25 years ago, and over time, I became inspired by Atlassian’s values and their commitment to empowering users through innovative tools.

Twelve years ago, shortly after returning from my second maternity leave, I saw an opportunity for us to partner with Atlassian—not just because of our strong development capabilities, but because we had already gained significant knowledge of how to use and administer Jira. With the support of our CEO, we established our Atlassian unit.

Today, our mission is to bridge the gap between the needs of JSM Portal users and the standard offerings, focusing on usability and empowering self-service capabilities.

Question: How does your team come up with ideas for new apps?

Annie: Our ideas are rooted in real-world customer needs, often discovered during Jira implementation projects or through direct feedback from JSM users. Over the years, we’ve become deeply attuned to the challenges portal users face, and our approach has shifted from simply delivering solutions to truly listening and anticipating needs.

Question: What do you think has been the secret to your success so far? 
Annie: I believe our success is driven by a combination of hard work, passion, and timing. The idea for our most successful app actually came from a customer ticket highlighting a limitation in Jira—we were fortunate to encounter this problem at the right moment, allowing us to develop a solution that resonated widely.

We put customers at the center of our process. Weekly customer interviews guide us in choosing which problems to tackle next. Our cross-functional team—combining expertise from product, UX, technical, and marketing perspectives—collaborates to drive our products forward. This balance between solving real customer needs and integrating innovative ideas from a diverse team has been key to our success.

Question: What is your most popular app? What problem were you trying to solve for customers when you created it?  

Annie: Our most popular app is Advanced Portal Reports. When we first launched it, our goal was to help portal users access the context they needed by exposing additional issue fields on the JSM portal—both on individual request screens and in a list view with added columns.

Over the years, we expanded Advanced Portal Reports to support even more fields, added a powerful search function, saved searches, export options, and most recently, graphical reports. These features have transformed the portal experience, enabling users to retrieve information independently without needing an agent. Advanced Portal Reports has become a time-saving solution that empowers users to manage their requests efficiently, reducing back-and-forth communication and helping them accomplish their work more quickly.

While Advanced Portal Reports remains our flagship product, we’re continually innovating to address other pain points for portal users. Recently, we launched three new apps designed to complement it and further streamline the portal experience:

• Worklog Report: Enables portal users to generate detailed time tracking reports on logged work directly from the portal, offering transparency and eliminating the need to involve agents for these insights.

• My Tasks: Allows portal users to organize and prioritize their most important requests in one place, making it easier to stay on top of follow-ups and deadlines.

• Modify My Request: Gives portal users the ability to correct typos or update specific fields in their requests, reducing unnecessary communication loops and saving both users and agents valuable time.

These apps are part of our broader mission to empower JSM portal users by addressing real-world challenges and creating a seamless, efficient self-service experience. They reflect our commitment to innovation and our belief that even small improvements can lead to significant time savings and better workflows.

Question: What’s next for you?

Annie: Our vision is to be the go-to solution for empowering JSM portal users, enabling them to handle more complex use cases and work efficiently within the portal. We’re always looking for ways to simplify tasks and save time for both portal users and agents. Our apps already save significant time on tasks like report preparation and request corrections, but we’re aiming to take this even further.

The next step is to incorporate AI-driven capabilities that help users work faster and accomplish more within the portal. Ultimately, our goal is to create a fully self-service experience that boosts productivity and minimizes the need for agent intervention, making JSM an even more powerful tool for our users.

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To learn more about Nemetschek Bulgaria, check out their Atlassian Marketplace listing – and don’t forget to comment and let us know what your favorite app of theirs is!