Case Study: Puppet achieves 67% faster ticket resolution with Jira Software

Puppet Labs Resolves Tickets 67% Faster With JIRA Service Desk

Puppet Labs, a provider of on‑premise and cloud IT automation software, tripled in size to more than 300 employees and struggled to scale customer support. Customers submitted issues across email, chat, phone and even in‑person, making tracking chaotic; the company needed a centralized help desk and the right systems to maintain service levels.

In six weeks Puppet deployed Jira Service Desk alongside Jira and Confluence, launching a simple customer portal and a Confluence knowledge base for self‑service. The new workflow streamlined handling and deflected routine requests, helping resolved tickets rise by about 67% while increasing user adoption and lowering maintenance costs and labor.

Puppet

Nick Cunningham

IT Manager