Alex Stillings, IT Manager at Twitter, talks with Didier Morietti, the General Manager of Service Desk at Atlassian’s Summit 2014.
It was 2013, and Twitter’s internal IT team was faced with a flood of requests as the company grew from 900 to 3,600 employees in just two years.
The big question: how would they continue to provide great service while growing like crazy?
The IT team handled about 25,000 tickets–about 2,000 tickets per agent–in 2013 alone. The whole company was in the hands of a small IT team of just 14 agents, charged with making sure every employee received great service in the midst of this ever-growing number of requests.
Twitter needed a solution. The company was growing at the speed of a rocket and they had to scale their internal service to meet the growth head-on.
After learning more about JIRA Service Desk’s intuitive customer portal, Twitter decided it was a natural fit. JIRA Service Desk is available now for a free trial, in the Cloud or Server. Check it out and see if it’s a natural fit for your team, too.