Case Study: Thumbtack achieves 60% lower tooling costs and 15% automated ticket resolution with Jira Software

How Thumbtack automatically resolves 15% of tickets with AI and saves 60% on tooling with Jira Service Management

Thumbtack, the home-services marketplace that connects people with local professionals, wanted to improve internal service management and replace a legacy tool with something more integrated and efficient. The company turned to Jira Software, using Jira Service Management to streamline workflows, reduce tool switching, and bring AI and automation into its ITSM processes.

With Jira Software’s solution, Thumbtack enabled two-way integrations with tools like Slack, expanded service management across 20+ teams, and added a virtual service agent to handle requests around the clock. The result was a 60% reduction in annual tooling costs and 15% of tickets deflected through automation and smarter processes, giving employees faster support and IT teams greater visibility and efficiency.

Thumbtack

Jason Kuo

Director of IT Infrastructure