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How Twitter reduced email support by 80% with Jira Service Desk
By 2017, 132 billion business emails will be sent and received per day. By the time you finish reading this, 20 more billion business emails will be written.* Email is our go-to mode of communication. While it’s great for conversation, email often gets used in parts of the business where it’s not scalable – including internal support. A few email exchanges may seem harmless, but as your company grows, your internal service desk will become flooded with email requests from employees with no way to prioritize, categorize, assign, or deflect them. The result? Lost tickets, wasted time by agents, and unhappy employees.
Introducing Jira Service Desk 2.2
You asked, we delivered. Our team has been working hard on ensuring that Jira Service Desk delivers an even more powerful, personalized, and collaborative experience.
Recap from Summit 2014: How Twitter reduced its support email volume by 80%
It was 2013, and Twitter’s internal IT team was faced with a flood of requests as the company grew from 900 to 3,600 employees in just two years. The big question: how would they continue to provide great service while growing like crazy?
Redefine what IT means to your business with Jira Service Desk
Redefine what IT means to your business. Watch Jira Service Desk’s newest demo video to learn how to help customers serve themselves, as well as collaborate on tickets by @mentioning customers and agents.
Jira Service Desk customer stories: Puppet Labs
From small tech start-up to venture-backed company with more than 300 employees, Puppet Labs found itself at a crossroads. It needed to scale its support channels while maintaining service levels. The builder of IT automation software–on-premise and in the cloud–decided to turn to Jira Service Desk for help. During the early days at Puppet Labs, customers filed support issues informally–that is, in any way they could.