Puppet Labs, the builder of IT automation software on-premise and in the cloud, found itself at a crossroads when it more than tripled in size. Going from small tech start-up to a venture-backed company with more than 300 employees, it needed to scale its support channels while maintaining service levels.

Challenge

During the early days, Puppet Labs customers filed support issues informally – that is, in any way they could. Email, chat, phone calls – even random drop-in visits to the operations team – everything was fair game. But as the company grew, tracking all the channels of communication became a major headache. The company needed to create a help desk team armed with the right systems.

Solution

Puppet Labs’ development team already used Jira and Confluence. The new helpdesk team wondered, Would Jira Service Management be a natural fit for customer support?
It was. In just six weeks, the team deployed Jira Service Management to the entire company and immediately saw results. With Atlassian products, Puppet Labs is able to streamline workflows, add critical efficiencies, and help customers fast.

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The easy-to-use customer portal allows customers to file tickets with speed and precision. With self-service enabled, Puppet Labs customers can also search for documents using the support team’s existing Confluence Knowledge Base. That enables the team to deflect unnecessary work and focus on more complicated tasks.

Benefits

“Since deploying Jira Service Management, we’ve had our resolved tickets increase by almost 67%, which is a sign that our help desk team is able to actually get more work done,” says Nick Cunningham, IT manager at Puppet Labs. “With Jira Service Managementand the entire Atlassian stack, we’ve increased user adoption by staying in the same system, streamlined our maintenance process, and reduced our total costs and labor for maintaining all those systems,” says Cunningham.

Since deploying Jira Service Management, “we’ve had our resolved tickets increase by almost 67%, which is a sign that our help desk team is able to actually get more work done.

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