The news is out — the amazing team at Snapbytes Limited UK has joined the Appfire family, along with their portfolio of essential IT Service Management (ITSM) apps. With teams in Istanbul, Turkey and Cambridge, United Kingdom, Snapbytes is a Top Atlassian Marketplace Partner with more than 4,300 global installations of its apps.
Service management at its best
Here at Appfire, we take a lot of pride in our incredible product support. In fact, for years, one of the highlights of our company All Hands meeting has been celebrating our high customer satisfaction scores. In addition to hiring and training amazing people and fostering a culture of empathy, the right tools are critical for the job.
“…using Time to SLA, external customers will see a massive improvement in the quality and duration to address an issue.”Vijay Ramamurthy, Principal Application Analyst, Appfire
“Snapbytes’ Time To SLA app enables us to configure several customer-facing SLA goals at a granular level and track any breaches at multiple points during the ticket’s lifecycle from opening to closing,” said Vijay Ramamurthy, Principal Application Analyst on Appfire’s Product Support team. “With the help of this app’s comprehensive reporting features, we can generate detailed reports, identify potential areas of improvement and execute corrections promptly. For organizations using Time to SLA, external customers will see a massive improvement in the quality and duration to address an issue.”
Time to SLA is the most-downloaded service-level agreement (“SLA”) app on the Atlassian Marketplace. This solution for Jira and Jira Service Management helps teams define, visualize, track, and report on SLA performance with custom fields, countdowns, calendars, and notifications. Time to SLA is used by thousands of teams in over 70 countries.
No one does workflow better than Jira
Also part of the acquired product portfolio is the popular Enhancer Plugin for Jira, which adds workflow enhancements, custom fields, and KPI metrics to augment Jira and JSM. Well designed workflows are the key to good customer support processes, and no one does workflow better than Jira and its supporting apps.
“Atlassian’s Jira Service Management is a dominant leader in the ITSM industry and quickly gobbling up market share,” said Randall Ward, co-founder and CEO, Appfire. “As Atlassian takes on ServiceNow, Ivanti, and other competitors head-on, we’re listening to our partner network and working closely with Atlassian to deliver deeper integrations, workflow enhancements, and other new and exciting capabilities for businesses worldwide.”
“We’re excited to learn that Appfire is bringing this remarkable line of products into its growing portfolio,” said Christian Lane, co-founder and CEO of Praecipio Consulting, an Atlassian Platinum Solution Partner, Appfire Red Hot Partner, 2020 Atlassian Enterprise Partner of the Year, and previous Atlassian ITSM Partner of the Year. “Appfire has a strong, cohesive strategy to bring the best Atlassian marketplace products under one brand, and this acquisition will further enable our service management practice to deliver best-in-class capabilities to our industry-leading, enterprise clients.”
We’re better together
As part of the acquisition, the entire app development team will join Appfire, including Snapbytes founder and CEO, Tuncay Şentürk, and a dozen other software engineers and support professionals. We’ve been working with this team for a few weeks now, and they already feel like part of the family to us!
“We’ve always been passionate about creating the very best software solutions that enable our customers to thrive. Joining Appfire will allow us to achieve our goals…”Tuncay Şentürk, Founder and CEO, Snapbytes
“At Snapbytes, we’ve always been passionate about creating the very best software solutions that enable our clients to thrive. Joining Appfire will allow us to achieve our goals through additional integrations with a range of powerful products, supported by unmatched customer service and centralized business processes,” commented Şentürk, who is also an Atlassian Community Leader. “I’ve been developing apps since 2006, before there was an Atlassian Marketplace, and Randall’s vision for Appfire has impressed me from the start. We are excited to be working with the Appfire team.”
We’re looking forward to working with the Snapbytes team to add even more great capabilities to your ITSM stack, so be sure to subscribe to our newsletter for product updates and more!
There’s no change to the licensing process, so customers can continue managing app subscriptions and licenses through the Atlassian Marketplace or your preferred Atlassian reseller.
As always, please reach out to us if you have any questions about this change or any of your Appfire products.