Case Study: Deviniti reduces Jira tickets and boosts customer satisfaction with LiveChat

Deviniti - Customer Case Study

Deviniti is a 14‑year‑old IT company that evolved from bespoke software services into a product-focused team (now ~25 people with 17 Jira apps). Facing frequent basic customer inquiries that generated unnecessary Jira tickets, they aimed to streamline support, extend Jira Service Desk functionality and improve the customer experience.

They embedded LiveChat on their support site and built a free LiveChat–Jira integration so users can ask quick questions before filing tickets. The change cut down on needless tickets and saved specialist time, while generating useful product feedback; the integration has 103 downloads, 351 hours of LiveChat conversations and a 95% satisfaction rate, and it helped fuel further growth of their successful app portfolio.

Deviniti

Piotr Dorosz

Chief Executive Officer