Exploring the Atlassian Marketplace: Criteria for the Best ITSM Apps

5 min read
Jun 25, 2024 11:32:09 AM

Exploring the Atlassian Marketplace: Criteria for the

Best ITSM Apps

Information Technology Service Management (ITSM) is essential for businesses aiming to streamline IT operations, enhance service delivery, and boost overall efficiency. ITSM apps facilitate these goals by offering tools for incident management, service requests, change management, and more. The Atlassian Marketplace is a vibrant hub for diverse ITSM solutions tailored to various organizational needs. This article explores the key criteria for choosing the best ITSM apps from the Atlassian Marketplace.

What Makes a Great ITSM App?

Choosing the right ITSM app can profoundly impact your business's operational efficiency and service delivery quality. When navigating the vast selection of ITSM apps on the Atlassian Marketplace, evaluating them against several critical criteria is essential to ensure they meet your specific needs and standards.

Key Criteria for Choosing ITSM Apps

Security: Is Your Data Safe?

Security is paramount in ITSM apps as they often handle sensitive data. It's essential to choose apps that adhere to robust security measures and comply with industry regulations such as SOC 2 and GDPR. Ensure the app is compatible with Atlassian or any other products you utilize. Apps listed on the Atlassian Marketplace must adhere to stringent security and compliance standards, including industry-standard practices and certifications.

Features to look for:

  • Data encryption and protection.
  • Compliance with SOC 2, GDPR, and other standards.
  • Regular security audits and vulnerability assessments.

On the Atlassian Marketplace, detailed security information is available on the product page's bottom right corner. You can verify if an app is Cloud Fortified, review the vendor's privacy and security policies, and check if it participates in the Marketplace Bug Bounty program, which highlights its commitment to security.


Support: Can You Get Help When Needed?

Effective customer support is crucial for resolving issues and ensuring the smooth operation of ITSM tools. Look for apps that offer comprehensive support options, including detailed documentation, responsive help desks, and active on Atlassian community. Regular updates from the developers also indicate a commitment to maintaining and improving the app.

  • Example of excellent support:  SLA Time and Report for Jira offers 24/7 customer support and a comprehensive knowledge base to help users resolve problems quickly.


Reviews: What Do Other Users Say?

User reviews provide valuable insights into an app's performance and user satisfaction. Look for apps with high ratings and recent positive reviews. It's also important to consider how vendors respond to feedback, as this indicates their willingness to address issues and improve the app based on user input.

  • Example of highly-rated ITSM app: Issue Templates Agent has received positive feedback for its ability to streamline ticket management and customize templates to fit unique business needs. Users praise its ease of use and the flexibility it offers in managing ITSM workflows.


Pricing Options: What Plans Can You Choose?

Each app's page on the Atlassian Marketplace details its pricing policy. You'll find some add-ons offered for free, and others available at no cost for teams of up to ten users. Many paid apps include free trial periods, allowing you to evaluate their fit for your team before committing.

For Data Center apps, pricing is billed annually and scales with the number of users. This structured approach ensures cost-efficiency for larger teams.


Cloud apps offer more flexible pricing, allowing you to select a plan based on the exact number of users. This flexibility is enhanced by Atlassian's pricing calculator, which helps you estimate costs accurately.


You can also choose between annual and monthly billing options to suit your financial planning preferences.

Updates: Is It Regularly Updated?

Frequent updates are a strong indicator that vendors are actively improving the app, addressing bugs, enhancing performance, and introducing new features. Regular updates ensure the app stays aligned with the latest Atlassian product versions and adheres to current security standards, which is crucial for providing a reliable and seamless user experience. Moreover, consistent updates reflect the vendor's commitment to customer satisfaction, responsiveness to feedback, and adaptation to evolving industry trends.

To assess an app's update frequency and the quality of improvements, review its update history and release notes. Look for apps that have a track record of updating at least quarterly, or more often if necessary, to resolve critical issues and boost functionality.


Try Marketplace Insights GPT from SaaSJet

Find the Perfect ITSM App Quickly

Marketplace Insights GPT from SaaSJet leverages artificial intelligence to streamline the process of finding the best ITSM apps on the Atlassian Marketplace. This tool analyzes various app criteria and user reviews to recommend the most suitable options for your needs.


Benefits of using Marketplace Insights GPT:

  • Quick Search: Instantly filter through thousands of apps to find the ones that best match your criteria.
  • Detailed Insights: Access comprehensive evaluations and comparisons of different ITSM apps.
  • Easy Comparison: Compare apps side-by-side to determine which one offers the best features and value.

How to Choose the Right ITSM Apps for Your Team

Identifying team needs and workflow requirements

  1. Assess Your ITSM Needs:
    • Understand your team's specific requirements.
    • Identify any pain points or gaps in your current IT management.
  2. Evaluate Your Workflows:
    • Map out your team's daily processes.
    • Determine what tools or features could streamline these workflows.
  3. Match Needs with App Features:
    • Look for ITSM apps that align with your identified needs.
    • Ensure the apps offer features that support your team's unique workflows.

By following these steps, you can find ITSM apps that best support your team's goals and make your IT management more efficient.


Effective ITSM apps are critical for improving service management and operational efficiency. Businesses can significantly enhance their IT service delivery by carefully selecting apps based on security, support, reviews, price, and update frequency. Exploring the Atlassian Marketplace and utilizing tools like Marketplace Insights GPT from SaaSJet can help you find the best ITSM solutions tailored to your needs.