Case Study: Atlassian achieves 95%+ CSAT and under 3-minute first responses with Intercom

Atlassian powers sales and support at scale with Intercom

Atlassian, the fast-growing software company behind Jira, Trello, Opsgenie and Statuspage, needed a way to consolidate customer and prospect communications as it scaled to 7,000+ employees and 200,000+ customers. Teams struggled with high incoming volumes, missed or misrouted chats, and complex handovers across regions—while aiming to keep first-response times under three minutes and CSAT above 95%.

Using Intercom (Team Inbox, Outbound Messages, Articles and API integrations), Atlassian created dedicated inbox views, a first-responder queue, auto-assignment and region-specific routing, and enriched conversation context for agents. The result: manageable volumes, faster handovers, improved reporting, consistent global SLAs, a typical first-response time of 2–3 minutes, ~1,400 monthly conversations handled and CSAT consistently in the mid-to-high 90s (97–98%), with most issues resolved within hours.

Atlassian

Wayne Stewart

Head of Customer Service and Support, Cloud Growth, DevOps & IT