Case Study: Twitter reduces support email volume by 80% with Atlassian Confluence (powered by Jira Service Desk)

Twitter reduces its support email volume by 80% with Jira Service Management

Twitter, a global social networking service, faced an internal “Black Hole” as rapid growth (900 to 3,600 employees) overwhelmed a small IT team in 2013: about 25,000 tickets that year and an email-based request process that lacked tracking, routing, or the information agents needed, creating long back-and-forths and slow service.

Twitter implemented Atlassian’s Jira Service Desk (with Confluence integration), achieving 80% employee adoption and routing complete tickets to the right queues. Email support dropped from 95% to 15% (an 80% reduction), many requests were deflected by surfaced knowledge-base articles, and the platform scaled to 100+ teams (HR, Procurement, Facilities), improving efficiency and service.

Twitter

Alex Stillings

IT Manager