As a small company, Halogenics needed powerful and cost-effective solutions to manage its end-to-end software development lifecycle. Halogenics implemented the full stack of Atlassian software – JIRA, Confluence, Bamboo, and Bitbucket – at its inception in 2008. The integrations between Atlassian products made its work more efficient and coordinated.
But there was something missing. Halogenics was using Zendesk as its internal IT service desk solution, and it was costing the company more than the entire Atlassian stack. The Halogenics team needed an intuitive and cost-effective helpdesk solution that would fit into its development environment.
The search ended quickly. Soon after evaluating JIRA Service Desk, Halogenics was up and running on it. "Now we’re using the entire Atlassian stack plus JIRA Service Desk for about a third of what Zendesk costs every year," says Fleming. Price was a factor, but most importantly, JIRA Service Desk met all the team's needs and was fast to implement.
Most tickets at Halogenics are software-related. By seamlessly integrating JIRA Service Desk with JIRA, IT and software teams can link support tickets with bugs and work together to fix and deploy code and resolve tickets quickly. In addition the teams can give each other critical feedback, ensure uptime of their services, save time and costs for the entire business, and allow end users to contribute to product innovation and development.
JIRA Service Desk also integrates with Confluence, which the company set up as a knowledge base of articles about common issues for Halogenics customers.
The time-saving benefits of self-service can't be overstated, but for a small team like Fleming's, it’s critical. Right from the start, Halogenics saw a drop in email requests as tickets came in through the customer portal.
With its powerful software and level of support, customers are surprised to learn that Halogenics is a smaller company. Its attentiveness, level of automation, and quick response times suggest a bigger team behind the scenes. “It’s a win-win situation," says Fleming. "Our clients get resolution immediately, and our team is free to focus on other issues.”
Adds Fleming: “Atlassian support and project management tools allow us to rapidly develop, deploy, and support software for our customers. We save time and effort, which is critical for us as a small business. In doing so, we're able to deliver great products and support to our customers who are working on finding cures for serious diseases."