Case Study: Skyscanner transforms IT support with Appfire HelpDesk+ for Slack

Transforming support at Skyscanner with HelpDesk+ for Slack

Skyscanner, a leading metasearch engine and travel agency, faced significant challenges with its internal IT support. As the company transitioned to remote work, up to 20% of support requests were lost in Slack and half of all inquiries took over two days to be addressed, causing major inefficiencies. To bring order to this chaotic process, Skyscanner turned to Appfire for a solution.

Appfire implemented its HelpDesk+ product to seamlessly integrate Jira with Slack. This created a two-way connection that eliminated manual tracking and allowed support to be managed directly within the channels where users worked. The results were transformative: Skyscanner logged three times as many tickets (over 500 per month), reduced response times from days to hours, and completely eliminated lost requests, leading to greater efficiency and user satisfaction.

Skyscanner

John Paris

Principal Systems Engineer