Case Study: Skyscanner achieves faster collaboration and 44% greater IT efficiency with Atlassian Jira Service Desk

The sky's the limit with Skyscanner and JIRA Service Desk

Skyscanner, a fast-growing global travel site, needed a better way to handle help desk requests as its user base surged and its existing system struggled to keep up. The company wanted a solution that would improve collaboration between frontline IT agents and development teams using Jira Software, while keeping critical services running 24/7.

Atlassian Jira Service Desk provided an intuitive customer portal and deeper integration with Jira Software, making it easier to log, link, and track issues end to end. With Atlassian Jira Service Desk, Skyscanner saw a 50% increase in ticket submissions from non-developer staff, collaboration on twice as many tickets, 236% more tickets handled with only a 63% increase in IT engineers, and a 44% improvement in IT efficiency.

Skyscanner

Michael Hall

Business Tools Squad Leader