Case Study: Puppet Labs, Inc. resolves tickets 67% faster with Atlassian's Jira Service Desk

Puppet Labs resolves tickets 67% faster with JIRA Service Desk

Puppet Labs, an IT automation software company that grew from a small startup to more than 300 employees, faced a scaling challenge: customers submitted support requests through email, chat, phone and even drop-in visits, making tracking and consistent service impossible. The company needed a formal help desk and systems to maintain service levels as it expanded.

In six weeks Puppet Labs deployed Jira Service Desk—building on its existing Jira and Confluence stack—to provide a customer portal and a Confluence-based knowledge base for self-service. The new workflows deflected routine work, sped resolution of complex issues, increased user adoption, and cut maintenance costs; resolved tickets rose by almost 67%, signaling much faster and more efficient support.

Puppet Labs, Inc.

Nick Cunningham

IT Manager