Case Study: Atlassian achieves world-class global customer support and scalable operations with ServiceRocket

The Story Behind Atlassian's World-Class Global Support Team

Atlassian is a fast‑growing software company whose products (including JIRA, Confluence and Bitbucket) help more than 25,000 organizations plan, build and launch software. Rapid growth left Atlassian without a dedicated support function—developers rotated into support—so the company needed a reliable, scalable way to deliver consistent, high‑quality global technical support.

Atlassian partnered with ServiceRocket as an Extended Support Team to deliver world‑class, scalable customer support that acts as an extension of its own organization. The partnership brought aligned values and self‑sufficient technical staff, enabled rapid scaling for launches, and produced measurable improvements in customer satisfaction and year‑over‑year support quality.

Atlassian

Wayne Tombo

Director of Support Operations