Case Study: Puppet Labs, Inc. resolves tickets 67% faster with Atlassian Confluence and Jira Service Desk

Puppet Labs - Customer Case Study

Puppet Labs, an IT automation software company that grew to more than 300 employees, struggled to scale support as customers submitted issues across email, chat, phone and even drop‑in visits. That informal mix of channels made tracking requests and maintaining service levels increasingly difficult, so the company needed a centralized help desk and the right systems to support it.

In six weeks Puppet deployed Jira Service Desk alongside Jira and Confluence, launching a customer portal and a Confluence knowledge base for self‑service. The new workflow streamlined ticket intake and deflected routine requests, improving ticket resolution by roughly 67%, increasing user adoption, and reducing maintenance costs and labor.

Puppet Labs, Inc.

Nick Cunningham

IT Manager