Case Study: Puppet Labs, Inc. achieves 67% faster ticket resolution with Atlassian Jira Service Desk

Puppet Labs resolves tickets 67% faster with JIRA Service Desk

Puppet Labs, a Portland‑based builder of IT automation software, more than tripled in size to 300+ employees and needed to scale support while maintaining service levels. Customer issues were coming in via email, chat, phone and even drop‑in visits, making tracking and resolution chaotic; the company needed a formal help‑desk and the right systems to manage growing demand.

Within six weeks Puppet deployed Jira Service Desk alongside its existing Jira and Confluence tools, launching a customer portal and self‑service knowledge base to streamline workflows and deflect routine requests. As a result the help desk resolved almost 67% more tickets, saw higher user adoption, simplified maintenance, and reduced costs and labor for support operations.

Puppet Labs, Inc.

Nick Cunningham

IT Manager