ITSM - IT Service Management / webinar

How Atlassian does legendary internal support

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 internal support.

In this webinar, you will learn:

  • How we use machine learning to show relevant request types and knowledge articles for employees
  • How our IT teams use swarming to resolve 50% of support requests through chat instead of email
  • How our service operations teams proactively manage incidents by doing Chatops

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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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