Case Study: Twitter achieves an 80% reduction in support email volume with Atlassian's Jira Service Desk

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

Twitter, a global social networking service with offices worldwide, faced an IT support crisis during rapid growth — headcount jumped from 900 to 3,600 in two years and the small IT team handled roughly 25,000 tickets in 2013. Internal requests arrived by email with no tracking or routing (the “Black Hole”), forcing repeated back-and-forth and slowing resolution.

Twitter implemented Atlassian Jira Service Desk (integrated with Confluence), achieving about 80% employee adoption and routing complete, correctly classified requests to the right queues. Email-based support dropped from ~95% to ~15% (an ~80% reduction), knowledge-base articles deflected many tickets, and more than 100 teams now use the system to scale support and boost efficiency.

Twitter

Alex Stillings

IT Manager