Communication & Transparency between Departments


This case study highlights a problem faced by a company where the Support department utilised a non-Atlassian application to handle client support requests. In instances where the involvement of the software development department was required, the Support team manually created Jira Support requests. This led to significant communication gaps, a lack of transparency, and mistrust between the two departments. This case study outlines the solution implemented to address these issues and improve collaboration and customer satisfaction.

Problem Statement

The existing process of using a non-Atlassian application for support requests, along with manual creation of Jira Support requests, resulted in communication gaps and mistrust between the Support and Software Development departments. The lack of visibility regarding work progress and delivery timelines created inefficiencies and hindered effective collaboration. Additionally, the Support team constantly switched between two different systems, causing further inconvenience and decreased productivity.

Solution Approach

To address the transparency and communication issues, a lean approach was adopted to help with scalability while waiting to eventually replace the non-Atlassian system with Jira Service Management. Multiple workshops were conducted with a select group of stakeholders to gather requirements and understand the business process. Configurations in Jira were designed to align closely with Agile methodologies, eliminating non-essential fields and statuses. Each work packet or issue type (Epics, stories, bugs, and Support Requests) was assigned a tailored workflow with fields that facilitated reporting and contained essential information.


The new standardised workflows and configurations were rolled out across all Jira projects in the Software Development department. This initiative reduced confusion and administrative overhead and improved productivity. Specifically for Service Requests, two “Done”-type statuses were added to indicate when the developers completed their work and when it was ready for testing by support engineers and client communication.

Furthermore, a subscription report was created and sent to individual support engineers weekly. This report provided transparency by showcasing the current status of each request and included a link to access detailed information in Jira if necessary. Two critical reports were introduced: one alerted support engineers when Service Requests reached the second-to-last “Done”-type status, indicating the need for testing and client communication; the other report notified support engineers if Service Requests were overdue by more than three work days, enabling timely client updates. The latter report was sent to support engineers daily.

Results and Benefits

The implemented solution significantly improved transparency and accessibility for support engineers. They gained easy access to service requests, work progress, and real-time reporting, increasing closure rates. The collaboration between the Support and Software Development departments improved, enhancing trust and efficiency. Ultimately, this resulted in higher customer satisfaction levels.


The company successfully addressed the communication and transparency issues between the Support and Software Development departments by adopting a lean approach, standardising workflows, and leveraging Jira’s capabilities. The solution enabled efficient collaboration, reduced administrative overhead, and improved customer satisfaction. The implemented system provided a scalable foundation for future integration with Jira Service Management, allowing the company to continue enhancing its processes and procedures.