A Global Cloud MSP Outgrows Jira — and Builds for 40+ Agents on DevRev

A global cloud managed-service provider outgrew Jira for support and moved to DevRev, gaining the flexibility to scale from 15 agents today to 40 or more over the next three years.

Company

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

Challenge

The company was using Jira to handle support in one of its MSP environments. Its requirements sat somewhere between ticketing and ITSM, and Jira couldn't serve that middle ground. They needed a solution that could support 15 agents today and grow to 40 or more over the next three years.

Solution

The company chose DevRev to support its growth, drawn by the platform's flexibility to address requirements that fall between ticketing and ITSM. The platform meets their current needs while positioning them to launch further enhancements to their own service offerings in the future.

Impact

DevRev gave the MSP a support model built for where they're headed, not just where they are: