Case Study: IRESS reduces ticket volume and speeds resolution with Jira Software

Iress improves service for 500k customers and resolves 46% of tickets within 1 day with Jira Service Management Cloud

Iress, a global financial‑services software provider used by hundreds of thousands of customers, faced growing complexity as it scaled: on‑prem deployments of Jira Software, Confluence and Jira Service Management produced performance and maintenance headaches, with roughly 7,000 tickets per month and more than 70 administrators creating custom projects and fields that strained the system and slowed support.

To address this, Iress migrated to Jira Service Management Cloud Enterprise, launched a customer portal (Iress Connect), consolidated apps and integrated with Jira Software and Confluence for self‑service and streamlined triage. Offloading maintenance to Atlassian and adding automation cut ticket volume by about 20% (from ~6,500 to ~4,000 monthly), resolved 46% of tickets within a day, and improved stability and customer satisfaction while freeing the team to focus on service.

IRESS

Fiona Gallagher

Global Head of Product Support