Case Study: Iress achieves 20% fewer tickets and faster one-day resolutions with Atlassian Confluence

How Iress’ migration to Jira Service Management Cloud improved service and performance from the inside out

Iress, a financial‑services software provider used by thousands of firms and roughly 500,000 people, was struggling as it scaled: on‑prem deployments of Jira Software, Confluence, and Jira Service Management generated up to 7,000 support tickets a month, more than 70 admins creating disparate projects and fields, and growing performance and maintenance headaches that hindered service.

Product Support migrated to Jira Service Management Cloud Enterprise, launched a customer portal (Iress Connect) and a 4,000‑article Confluence knowledge base, and offloaded maintenance to Atlassian. The move improved stability and collaboration with engineering, enabled self‑service and automations, and cut ticket volume about 20% (from roughly 6,500 to 4,000/month) while resolving 46% of tickets in one day or less.

Iress

Hercules du Preez

Head of the Support Operations and Systems Team