Case Study: iRobot improves remote IT support efficiency with Appfire HelpDesk+

How iRobot transformed remote support with HelpDesk+ for Slack

iRobot, a leading global consumer robot company, faced significant IT support challenges after shifting to a remote work model. Their previous in-person support system became ineffective, leading to support requests getting lost in Slack threads, increased manual effort to track issues, and growing user frustration. To address this, iRobot turned to Appfire and implemented its HelpDesk+ for Slack integration to streamline their processes.

The solution from Appfire provided a two-way integration between Slack and Jira Service Management, allowing support tickets to be created and managed directly within Slack. This eliminated manual copy-pasting of requests, enabled ticket creation via simple actions like using an emoji, and provided instant notifications. The results included a dramatic increase in Slack-generated tickets from 15% to 70%, significant time savings across the support process, and improved tracking that freed agents to support more users, ultimately boosting satisfaction for both the team and the remote workforce.

iRobot

Evn T.

Senior Manager of Enterprise Collaboration