“We’ve logged 3 times as many requests. We’ve gone from 160 requests to more than 500 in a month. And now our request response time is hours instead of days.”
John Paris, Principal Systems Engineer, Skyscanner

Skyscanner, a leading metasearch engine and travel agency, serves over 100 million users each month. The company values open collaboration, but as their internal IT support transitioned to remote, they faced significant challenges.

With up to 20% of support requests lost in Slack and response times stretching beyond acceptable limits, Skyscanner needed a solution that aligned with their collaborative culture while bringing order to their support process.

Challenges in the support process

Being data-driven, Skyscanner recognized the need for better tracking and transparency in their support operations. Prior to HelpDesk+, requests often got lost in Slack, and half of the support inquiries took over two days to address, creating frustration among users and delays in critical workflows. Without a clear system, agents were burdened with manually logging requests, which led to inefficiencies and missed issues.

“50% of our requests were taking more than two days in some cases to be responded to or resolved. Two days is a lot of time especially when velocity matters to engineers.”
John Paris, Principal Systems Engineer, Skyscanner

The HelpDesk+ solution: from chaos to clarity

Implementing HelpDesk+ transformed Skyscanner's support process by integrating Jira with Slack, allowing both agents and users to track and manage tickets seamlessly. This two-way connection eliminated the need for manual tracking and brought real-time support directly into the channels where users were already working. Whether in Jira or Slack, agents could now choose how to work, while users experienced faster, more efficient support.

“The requests are now being dealt with in near-real-time. You can watch a conversation in a channel and see problems being addressed immediately.”
John Paris, Principal Systems Engineer, Skyscanner

The result was a threefold increase in logged tickets, a drastic reduction in response times from days to hours, and the elimination of lost issues.

Boosting satisfaction and efficiency

The improved process not only enhanced user satisfaction but also had a profound impact on the IT team. Agents reported feeling more organized and productive, contributing to their overall well-being. The streamlined workflow allowed them to support more users without the chaos of manual tracking or the frustration of lost requests.

For users, the ability to stay focused in Slack without switching contexts made a significant difference in their day-to-day work, leading to quicker resolutions and less disruption.

Key results

3x increase in tickets logged: From 160 to over 500 per month
Significantly faster resolutions: Issues now resolved in hours instead of days
Zero lost requests: Improved tracking has eliminated the 20% of requests that were previously lost
Enhanced efficiency: Development teams now work more efficiently, thanks to better support processes

Skyscanner’s adoption of HelpDesk+ has restored trust between their support agents and users, transforming their IT support into a more organized, responsive, and collaborative system. This change has led to tangible improvements in both productivity and satisfaction across the board.

About Skyscanner

Founded in 2003, Skyscanner is a leading travel marketplace dedicated to putting travelers first. Skyscanner helps millions of people in 52 countries and over 30 languages find the best travel options for flights, hotels and car hire every month. Skyscanner is available on desktop, mobile web and its highly rated app has 100 million downloads. Working with 1200 travel partners, Skyscanner's mission is to lead the global transformation to modern and sustainable travel.

Transforming support at Skyscanner with HelpDesk+ for Slack

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