Workato used automation to cut ticket resolution time by 20%

Workato’s CIO, Carter Busse, and Dir of Security Operations, Shyam Bhojwani discuss how they united their dev, ops, and business teams with Jira Service Management.

What if you could tell your Support team, “Hey, I have a way for you to never search for the context and details of a ticket again” or tell your business teams, “I know how you can set up your own service desk — and stop waiting around for IT to help”.

Too good to be true? For companies like Workato, it’s a reality thanks to their investment in Jira Service Management. And it can be for you, too.

Join Workato’s CIO, Carter Busse, Director of Security Operations, Shyam Bhojwani, and Jira Service Management’s Senior Product Marketing Manager Shaun Pinney, to hear how Workato used automation to cut ticket resolution time by 20% and achieve a 97% employee satisfaction score with Jira Service Management.

You’ll learn:

  • The data-triggered automation Workato uses to reduce tedious tasks and connect Dev and Ops teams
  • How you can enable every team to deliver great service to their customers
  • Reporting best practices (and how to keep your Executive team in the loop)
  • How you can use Assets to inject context into every request and resolve issues faster


Carter Busse headshot

Carter Busse

CIO, Workato

Carter is the CIO of Workato, where he leads business technology and the internal usage of Workato’s automation platform. His thought leadership has been quoted in Business Insider, Quartz, CIO Dive, VentureBeat, and more. As an IT executive, Carter has seen success in both private and public companies with a career spanning 3 IPOs - Excite@Home,, and MobileIron. He was employee number 70 and the first IT leader hired at Salesforce. His leadership expertise spans automation, business technology, security, and IT operations. Current projects include using NLP to improve the employee experience, and driving security automations to new levels at Workato.  In 2022 he was recognized as the top 50 CIOs by Forbes and awarded the BayArea CIO Corporate CIO of the Year Orbie award.

Shyam Bohjwani headshot

Shyam Bohjwani

Director of Employee Experience & Security Operations

Shyam Bhojwani has been leading IT and Security Organizations for over 10+ years. He has built  teams focused on seamless and secure Employee Experience with an automation first mindset.

He has led teams across different industries ranging from Wall Street Financial Tech Services where he worked at Investment Technology group (acquired by Virtu Financial Services) and later worked at the tech fitness eCommerce company Peloton Interactive Inc.

He currently works as the Director of Employee Experience & Security Operations at Workato Inc, the integration automation platform.

Shaun Pinney headshot

Shaun Pinney

Sr Product Marketing Manager, Atlassian

Shaun is a Senior Product Marketing Manager on the Jira Service Management team at Atlassian, and has held marketing and customer-facing roles at technology companies including HubSpot, Backupify, Datto, and Opsgenie. When he’s not hosting webinars, you can find him in the woods of New England on his mountain bike.