Atlassian transformed its internal support model by integrating Halp with Slack, leading to a 17% rise in chat-based support requests and improved visibility into ticket management and employee satisfaction.
- Support requests via chat rose 17%, ticket submissions dropped 23%
- Halp integration automates ticket creation and tracking in Slack
- 71% of support inquiries now come through chat channels
What happened
Atlassian’s Workplace Productivity team launched a Slack support channel that rapidly became the most active voluntary channel, engaging over 60% of employees. Despite high engagement, the team initially struggled to monitor support request volume, track tickets, and measure employee satisfaction effectively within Slack’s conversational environment.
The acquisition and implementation of Halp, a conversational ticketing tool, directly addressed these challenges by enabling seamless ticket creation and management inside Slack. This integration led to a significant shift in support dynamics, with 71% of support requests now originating from internal chat platforms, boosting support volume by 17% on Slack while traditional Jira ticket submissions declined by 23%.
Why it matters
The shift toward chat-based support highlights the evolving nature of workplace communication and service delivery, leveraging platforms already embedded in daily workflows. With millions of active users on Slack and Microsoft Teams globally, organizations face increasing demand for real-time, efficient support solutions that can scale and provide measurable outcomes.
Atlassian’s adoption of Halp reflects a broader trend in integrating support tools directly into collaborative environments. This reduces the administrative burden on support teams by automating ticket generation and improves response reliability, preventing requests from slipping through the cracks in fast-paced chats.
What to watch next
The sustained growth in chat-based support usage will likely prompt ongoing enhancements in conversational ticketing capabilities, including deeper analytics and improved user satisfaction measurement. Atlassian’s experience may influence other enterprises to adopt or expand their in-app support channels to match employee communication preferences.
Furthermore, tracking how these chat-centric support models affect overall IT service management workflows and resource allocation will be crucial. Monitoring how well teams can balance instant chat responsiveness with thorough ticket resolution will be an important metric as these integrated support systems mature.