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

Twitter reduces its support email volume by 80% with JIRA Service Desk

Twitter, the online social networking service, was struggling to keep up with a surge in internal IT support requests as the company grew rapidly from 900 to 3,600 employees. Its email-based process made it hard to track, route, and resolve tickets efficiently, and the small IT team was buried under about 25,000 tickets in a single year. Twitter turned to Atlassian Jira Service Desk to create a more scalable employee support experience.

Atlassian Jira Service Desk provided Twitter with an intuitive service portal that quickly gained an 80% adoption rate and ensured requests were sent with the right details to the right teams. By pairing it with Confluence for self-service knowledge articles, Twitter dramatically reduced support load and improved efficiency. The measurable impact was significant: support email dropped from 95% of requests to 15%, an 80% reduction in email volume, while more than 100 teams later adopted Jira Service Desk across the company.

Twitter

Alex Stillings

IT Manager