Case Study: Halogenics cuts helpdesk costs by two-thirds and streamlines software support with Jira Software

Halogenics innovates at the edge of medicine with help from Atlassian

Halogenics, a small Melbourne-based healthcare technology firm that supports leading medical research institutions, needed a powerful but affordable way to manage its software development lifecycle and internal IT support. Although the company had used the Atlassian stack since 2008, its Zendesk helpdesk was expensive and didn’t integrate well with development workflows, so Halogenics needed an intuitive, cost-effective helpdesk that fit its dev environment.

Halogenics implemented Jira Service Desk, integrating it with Jira and Confluence as a knowledge base—cutting helpdesk costs to roughly a third of Zendesk while being set up within a day and accepting tickets within 48 hours. The integration links support tickets to bugs and deployments, reduced email requests through self-service, improved response and automation, and let the small team work more efficiently while delivering fast, professional support to research customers.

Halogenics

Andy Fleming

Founder and Lead Developer