ITSM - IT Service Management / webinar

How Atlassian does legendary customer service

Back in 2001, Mike and Scott started this global business from Australia with $10,000 on a credit card. They knew that nothing less than legendary service would be needed to be successful. Service is part of Atlassian's DNA.

Since then, Atlassian has grown into one of the most innovative and respected software companies in the world, valued at over $5B today. In the last four years Atlassian has scaled fast, growing from 300 to over 1,500 employees across ten locations and from 13,000 to over 50,000 customers worldwide.

Despite its hyper-growth, Atlassian remains committed to delivering legendary service across the company - from its customer service team, its internal service team, and business teams.

In this section, we focus on how Atlassian does external customer service.

In this webinar, you will learn:

  • About our innovative framwork of prevention, self-help, and service that has led to a 32% reduction in support tickets
  • How we have a dedicated team that works with our support, product, and engineering teams to prevent future incidents
  • How we have created a self-service community that answers 40% of questions within an hour
  • How we have set up 60+ automation rules to make our customer service teams more productive 

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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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