Case Study: Toast achieves faster incident resolution and improved cross-team visibility with Atlassian Confluence

Toast helps restaurants stay alive and thrive with Jira Service Management

Toast, a Boston-based company that provides point-of-sale and payments technology for restaurants, faced growing operational friction as it scaled: developers, DevOps, and support teams were using a patchwork of tools (Slack, Google Sheets, ServiceNow, Jira, Opsgenie) that made incident tracking, service requests, and inter-team handoffs unreliable and hard to measure—especially as demand for digital ordering surged during the pandemic.

Toast centralized on the Atlassian stack—Jira Service Management, Jira Software, Confluence, Statuspage, and integrations with Opsgenie, TestRail, and other systems—to formalize requests, incidents, change management, and runbooks. The result: improved visibility and cross-team collaboration, faster incident resolution and root-cause analysis, measurable workload data that supported hiring decisions, and a more resilient, cloud-based platform that accelerates delivery and ongoing innovation.

Toast

Ken Siskind

Engineering Program Manager