"The feature set of HelpDesk+ and Integration+ for Slack is so much better than what we were using before and really enhances the Jira experience. We're creating tickets in one click from Slack messages and we can modify or comment on them knowing that everything is being properly synced back to Jira. It's fantastic!"
Darin Klein, Senior manager and Atlassian administrator at Unity

Enhancing workflows with HelpDesk+ and Integration+ for Slack amid Atlassian shift

At Unity Technologies, a leader in real-time 3D (RT3D) content creation, efficiency and seamless collaboration are critical. Darin Klein, Senior Manager and Atlassian Administrator at Unity, is tasked with maintaining the performance of Atlassian tools across the organization.

When Atlassian transitioned Assist (formerly Halp) to a Cloud-only solution, Unity, who have a Data Center instance, faced a critical problem. The lack of integration with their existing infrastructure made it clear that they needed a new option.

After exploring the Atlassian Marketplace, Unity selected HelpDesk+ and Integration+ for Slack due to their superior feature sets and seamless integration with Slack and Jira. These solutions offered the flexibility and efficiency Unity required, allowing their teams to manage Jira tickets directly within Slack.

"The ability, on the ticket itself, to start a Slack channel and have the conversation there is much easier than updating the ticket in Jira. Allowing developers to simply join the Slack channel or follow and make updates in Jira is the kind of flexibility that makes this an obvious choice."
Darin Klein, Senior manager and Atlassian administrator at Unity

By utilizing HelpDesk+ and Integration+ for Slack, Unity eliminated the need to switch between platforms, resulting in a more cohesive workflow.

Boosting developer engagement saving hours and dollars

HelpDesk+ and Integration+ for Slack have significantly enhanced the way team members engage with Jira, directly from Slack, their primary communication platform. This has reduced the need for switching between applications, streamlining workflows, improving efficiency, and eliminating redundant systems.

"Our developers don’t necessarily want to be in Jira—they want to be in Slack or GitHub. With Integration+, they can stay in Slack, resolve tickets, add comments, and never have to touch the project management tool if they don’t want to. It’s made our processes much smoother."
Darin Klein, Senior manager and Atlassian administrator at Unity

This integration has led to increased engagement from teams, particularly developers who prefer to remain within their coding environments while still managing necessary tasks. This effort standardized operations, shifting teams from outdated systems to unified platforms like Slack and Atlassian.

Case study: 400 hours saved on SOC compliance quarterly

Unity Technologies has significantly improved SOC compliance efficiency with HelpDesk+ and Integration+ for Slack. These solutions make it possible for compliance-related conversations to start directly from a Jira ticket and be tracked in Slack. This ensures that all necessary compliance details are well-organized and easily accessible.

"Integration+ for Slack enables us to spin up a conversation, capture those details in Slack, and then have it automatically close once the ticket is resolved. It keeps everything we need for SOC compliance in one place, streamlines communication, and trivializes clean-up tasks when the work is done."
Darin Klein, Senior manager and Atlassian administrator at Unity

Darin estimates 400 hours in time saving each quarter with this new system. "Just that one ticket process saves us about eight hours, and that team handles about 50 of those every quarter," he notes.

This streamlined approach not only saves time but also enhances the team's ability to manage compliance more effectively, ensuring that all necessary documentation is easily accessible and properly archived.

Key results: Utilizing HelpDesk+ and Integration+ for Slack, Unity has not only improved collaboration and efficiency across teams but also realized significant cost savings. Results include:

400 hours saved quarterly on SOC compliance processes
Hundreds of additional hours saved quarterly in our many other projects by many other teams using Jira SW and JSM with the use of Integration+ and HelpDesk+

For Unity Technologies, the integration of HelpDesk+ and Integration+ for Slack has been a game-changer. It has not only improved collaboration and efficiency across teams but also contributed to significant cost savings. By empowering their teams to work where they are most comfortable, Unity has optimized their operations and set a standard for how apps should integrate and function within a large, dynamic organization.

About Unity

Unity [NYSE: U] offers a suite of tools to create, market, and grow games and interactive experiences across multiple platforms from mobile, PC, and console, to spatial computing. For more information, visit Unity.com.

When support requests start in Slack and tickets live in Jira, things get lost in between. HelpDesk+ keeps everything connected so your team can manage requests without switching tools.

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Unity Technologies enhances collaboration and efficiency with HelpDesk+ and Integration+ for Slack

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