Case Study: Citrix achieves a 13% higher solve rate and faster incident management with Jira Software

Citrix’s GetGo division speeds incident management with Atlassian

GetGo Communications, a Citrix division providing local and long‑distance telephone and messaging services, struggled with slow incident response because Customer Care, Technical Operations, and Engineering relied on disparate, cumbersome communication tools. Valuable minutes were lost in handoffs and back‑and‑forth during outages, delaying resolutions and customer updates.

The teams implemented Atlassian’s suite—StatusPage for rapid customer and partner updates, Jira Service Desk for ITIL‑aligned ticketing, Jira Software for issue tracking, Hipchat to centralize incident communication and integrate with Bamboo for automated testing/release approvals, and Confluence for shared documentation. The integrated workflow sped resolution, reduced costs, and increased the solve rate by 13%, while improving trust and collaboration across teams.

Citrix

Doug Squires

Senior Manager, Customer Care