Best Practices & Trends / webinar

How Twitter reduced email support by 80%

While a few email exchanges seem harmless, as your company grows your internal service desk will become flooded with email requests from employees and no way to prioritize, categorize, assign, or deflect them. The result? Lost tickets, wasted time by agents, and unhappy employees.

Join the ranks of Twitter, Vistaprint, Halogenics, and Puppet Labs in reducing the inefficiencies of email support by investing in a service desk. With Jira Service Desk, they can get all the right information faster, automatically route tickets to the right people and resolve tickets faster. 

Watch the webinar


By 2017, 132 billion business emails will be sent and received per day. By the time you finish reading this, 20 more billion business emails will be written. Email is our go-to mode of communication. While it's great for conversation, email often gets used in parts of the business where it's not scalable -- including internal support.

In 30 minutes, learn how:

  • Supporting your customers with email only is costly based on exclusive data from Atlassian Labs
  • Twitter faced challenges in scaling their internal support
  • Twitter reduced email support by 80%
  • Twitter grew to 112 service desks across finance, HR, and other departments
About the author

Caroline Clark

Product Marketing Manager, Jira Service Desk

Caroline Clark is a Product Marketing Manager at Atlassian. She has been doing product marketing within the enterprise collaboration software space for about three years. During working hours she's passionate about learning and promoting how customers use Atlassian's tools (especially Jira Service Desk), both through interviewing customers and writing content. She grew up in New York City and currently lives in San Francisco. In her free time you can find her reading non fiction or attempting a new recipe. Tweet at Caroline: @carolinedclark

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