From 15 to 40+ Agents Without Re-Platforming

A global cloud services provider replaced Jira for its MSP support with DevRev — choosing a platform that scales from 15 to 40+ agents over three years without another migration.

Company

The customer is a global cloud innovation company running a managed-service-provider (MSP) business. This case study is presented anonymously at the customer's request.

Challenge

The company was using Jira for support in its MSP environment. Its requirements sat in an awkward middle ground — too complex for basic ticketing, not quite ITSM. It needed a solution that could support 15 agents today and grow to 40+ over three years without another platform migration.

Solution

DevRev's platform flexibility bridges the gap between ticketing and ITSM, growing with the team rather than constraining it. The architecture supports current needs while providing a clear path to scale.

Impact

The company chose a platform built to grow with it, not one it would outgrow again: