# How Atlassian uses Intercom

**three minutes**: “maintain their target first-response time of three minutes or less”

As published on [intercom.com](https://www.intercom.com/customers/atlassian). Captured by usedby on 2026-10-05.

- Company: [Atlassian](https://www.usedby.ai/companies/atlassian.md)
- Tool: [Intercom](https://www.usedby.ai/tools/intercom.md)
- Industry: [DevTools & Infrastructure](https://www.usedby.ai/companies/industry/devtools-infrastructure.md)

## What the story says

Atlassian's Opsgenie and Statuspage teams use Intercom for frontline customer support, with customized inbox views, routing and auto-assignment, and API-enriched customer data. The Opsgenie team also uses it to chat with website visitors for sales, and other teams use it to share product updates with customers.

Summary written by usedby from the source page, in English. The figures are those of Intercom and Atlassian, not ours.

> Intercom allows Atlassian to manage 1,400 monthly conversations and maintain their target first-response time of three minutes or less. This helps the team to drive sky-high CSAT scores of over 95% – with the average score sitting between 97% and 98%.

- **1,400**: “Intercom allows Atlassian to manage 1,400 monthly conversations”
- **95%**: “This helps the team to drive sky-high CSAT scores of over 95%”
- **two hours**: “Being able to resolve the bulk of the questions our customers ask in under two hours is a phenomenal benefit.”

> Being able to resolve the bulk of the questions our customers ask in under two hours is a phenomenal benefit.
>
> Wayne Stewart, Head of Customer Service and Support, Cloud Growth, DevOps & IT

## What usedby checked

We compared the story with its live page on 2026-10-05.

- Checked: the figure three minutes is printed word for word on the page, near the name of Atlassian.
- Checked: the passage quoted above is copied word for word from the page, near the name of Atlassian.
- Checked: Atlassian uses Intercom. Confirmed line. Latest check across sources: 2026-10-08.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/atlassian-intercom · How we check: https://www.usedby.ai/methodology