Faster IT Issue Resolution

Challenge

An IT service provider faced delays in IT issue resolution due to manual ticket handling and routing.

Solution

We integrated Jira (issue tracking) with Zendesk (ticketing) and Slack (notifications). This automation created and routed IT service tickets from Zendesk to Jira, with real-time status updates posted in Slack.

Results

1. Issue resolution times improved by 50%
2. Downtime costs reduced by 30%
3. 35% of IT support FTEs reallocated