Case Study: Twitter reduces support email volume by 80% with Jira Software

Twitter reduces its support email volume by 80% with JIRA Service Desk

Twitter, the global social networking service, faced an internal IT support crisis as headcount grew from 900 to 3,600 in two years. In 2013 the small IT team handled about 25,000 tickets (roughly 2,000 per agent) and relied on email for requests, creating a “Black Hole” with no easy way to track, route, or clarify issues.

Twitter implemented Atlassian Jira Service Desk (integrated with Confluence), quickly achieving 80% employee adoption and routing complete requests to the right queues. Email-based support dropped from 95% to 15%, many tickets were deflected by surfaced knowledge-base articles, and the platform scaled across 100+ teams (HR, Procurement, Facilities), improving efficiency and self-service.

Twitter

Alex Stillings

IT Manager