Case Study: Halogenics achieves two-thirds lower helpdesk costs and faster integrated support with Atlassian Jira Service Desk

Halogenics innovates at the edge of medicine with help from Atlassian

Halogenics, a Melbourne-based healthcare and life sciences software company that supports major medical research institutions, needed powerful, cost-effective tools to manage its end-to-end development lifecycle. While it already used the Atlassian stack (Jira, Confluence, Bamboo, Bitbucket), its Zendesk helpdesk was more expensive than the rest of its tools combined and didn’t integrate well with the development workflow. The small team required an intuitive, affordable IT service desk that fit into their existing environment and was fast to deploy.

Halogenics adopted Jira Service Desk, integrating it with Jira and Confluence so tickets link directly to bugs and a searchable knowledge base. Setup took under a day and clients were submitting tickets within 48 hours; helpdesk costs fell to about a third of what Zendesk charged. The self-service portal and automation cut email requests, sped resolution, boosted perceived support capacity, and freed the team to focus on delivering software that helps research into serious diseases.

Halogenics

Andy Fleming

Founder and Lead Developer, Halogenics