Case Study: Citrix’s GetGo achieves 13% higher solve rate and faster incident management with Atlassian

Citrix spin-off GetGo goes all-Atlassian to resolve incidents faster

GetGo Communications, a Citrix division based in Santa Clara, provides local and long‑distance telephone and messaging services. When incidents occur, Customer Care, Technical Operations and Engineering relied on disparate, cumbersome tools and slow handoffs, wasting critical minutes needed to resolve outages and keep customers informed.

GetGo implemented the Atlassian suite—StatusPage for instant external and internal incident updates, Jira Service Desk for ITIL‑compliant ticketing (with Customer Care already on Jira Software), Hipchat to centralize communications and integrate with Jira and Bamboo for automated testing and releases, and Confluence for shared documentation. The integrated workflow cut resolution time, improved collaboration and trust across teams, and increased the solve rate by 13%, delivering faster fixes and cost savings.

Citrix

Doug Squires

Senior Manager, Customer Care