The sky’s the limit with Skyscanner and JIRA Service Desk


Industry

Services

Location

Edinburgh, Singapore, Beijing, Shenzhen, Miami, Barcelona, Glasgow, Sofia, Budapest

Products

JIRA Software

JIRA Service Desk

Skyscanner is a leading global travel site that provides a free comprehensive flight search service as well as instant comparisons for hotels and car rentals. Over the past five years, the company has experienced rapid growth: its visitor base has increased 400% to reach an average of 50 million users each month.

Challenge
Skyscanner’s help desk – the single place where people could flag problems or bugs – was no longer supporting the company’s growth. “We were spending too much time fixing the tools and tracking down bugs and not enough time working on issues. We needed a new help desk solution that would facilitate collaboration between the frontline IT agents and the back-end development teams using JIRA Software," explains Laura Haines, Americas operations lead at Skyscanner.

“Our service needs to stay up and running 24 hours a day, 365 days a year. Even a second of downtime means a massive loss in revenue and trust. If there’s a problem, we need to find out about it fast and fix it even faster,” says Michael Hall, business tools squad lead at Skyscanner.

Solution
"As we were already using JIRA, JIRA Service Desk made perfect sense for us,” says Hall. They have been thrilled with the results.

JIRA Service Desk offers an intuitive customer portal that makes it fast and easy for employees and customers to submit requests. “Since rolling out JIRA Service Desk, we’ve seen a 50% increase in ticket submissions by our non-developer staff,” says Haines.

“By integrating JIRA Software and JIRA Service Desk, Skyscanner can link and track issues from inception to resolution across teams. Everyone has full visibility into the queue, and all the right experts can collaborate to solve issues faster. As a result, developers and IT staff have more time to focus on building better software and services,” says Hall.

Benefits
The biggest benefit to Skyscanner is increased collaboration. Linking JIRA Software and JIRA Service Desk, the IT and Software Development teams collaborate more often and solve problems faster. After setting up JIRA Service Desk, the teams have collaborated on twice as many tickets, while IT has worked to become 44% more efficient.

 

 

 


JIRA Service Desk has revolutionized how we do IT. We’re dealing with 236% more tickets with only a 63% increase in IT engineers – and our IT team has worked to become 44% more efficient.— Michael Hall, business tools squad lead, Skyscanner