Resolving tickets 67% faster

From small tech start-up to venture-backed company with more than 300 employees, Puppet Labs found itself at a crossroads. It needed to scale its support channels while maintaining service levels. The builder of IT automation software–on-premise and in the cloud–decided to turn to Jira Service Desk for help.

During the early days at Puppet Labs, customers filed support issues informally–that is, in any way they could. As the company began to scale, tracking all these channels became difficult. They needed to create a help desk team and arm it with the right systems to address this situation.

Puppet Labs’ development team already used Jira, Confluence, and Hipchat. Would Jira Service Desk be a natural fit?

In just six weeks, the new team deployed Jira Service Desk to the entire company and immediately saw results.

“Since deploying Jira Service Desk, we’ve had our resolved tickets increase by almost 67 percent, which is a sign that our help desk team is able to actually get more work done.” – Nick Cunningham, IT Manager

Read the case study

Jira Service Desk is available now for a free trial, in the Cloud or Server.

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