Case Study: Friday Media Group achieves increased efficiency and transparency with Atlassian Jira Service Desk

Increasing efficiency at the UK's largest independent media company

Friday Media Group is the UK’s largest independent media company, with over 80 websites, 10 publications and offices across Europe. Facing a fragmented approach to handling requests—spreadsheets, Google forms, Word docs and multiple production tools—the company needed a solution that was quick to implement, easy to use and simple to roll out globally.

Friday standardized on Jira Service Desk as a single global service desk: phone and web requests are logged into a customer portal, auto-assigned to the right team, and tracked from creation to fulfillment with built‑in reporting. With minimal training, more than 100 reps adopted the system, processing over 10,000 tickets since December, improving efficiency and transparency, reducing systems to one and delivering cleaner forms and better reporting.

FridayMediaGroup

Katie Balkham

Commercial Operations Manager, Friday Media Group