Case Study: Skyscanner handles 236% more tickets while boosting IT efficiency 44% with Atlassian (Jira Service Desk)

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

Skyscanner, a leading global travel site whose visitor base grew 400% to about 50 million monthly users, found its legacy help desk unable to keep up with rapid growth. The team spent too much time fixing tools and chasing bugs instead of resolving issues, while the business required a 24/7 service where any downtime would risk revenue and trust. They needed a help-desk solution that would enable fast problem detection and better collaboration between frontline IT agents and back-end development teams.

Skyscanner adopted Jira Service Desk integrated with Jira Software, using an intuitive portal that made it easier for employees and customers to submit requests and increased non-developer ticket submissions by 50%. The integration provided end-to-end visibility and faster cross-team collaboration—teams now collaborate on twice as many tickets, IT efficiency improved by 44%, and the company handles 236% more tickets with only a 63% increase in IT engineers, freeing staff to focus on building better software and services.

Skyscanner

Michael Hall

Business Tools Squad Leader