Case Study: Halogenics slashes helpdesk costs and speeds software support with Atlassian (Jira Service Desk)

Halogenics innovates at the edge of medicine with help from Atlassian

Halogenics, a Melbourne-based healthcare and life sciences software firm supporting medical research, needed powerful but affordable tools to manage its end-to-end development lifecycle. Although it already used the Atlassian stack, the company relied on an expensive Zendesk IT service desk; Halogenics wanted an intuitive, low-cost helpdesk that fit tightly into its development environment.

Halogenics adopted Jira Service Desk alongside Jira, Confluence, Bamboo, and Bitbucket, enabling seamless ticket-to-issue linking, a Confluence knowledge base, and fast setup (clients were submitting tickets within 48 hours). The switch cut helpdesk costs to roughly a third of Zendesk, reduced email requests through self-service, improved response and automation, and let the small team focus on delivering high-quality software for researchers.

Halogenics

Andy Fleming

Founder and Lead Developer, Halogenics