How mobilezone made IT support easier right inside Microsoft Teams

[#1]

At mobilezone, a telecom provider with over 300 employees in Germany, IT support used to be a bit clunky. Employees weren’t using the Jira portal much, and support requests came in through scattered emails or chat. Switching between Microsoft Teams and Jira slowed things down for everyone.

Together with catworkx, they implemented Microsoft 365 for Jira – bringing Jira Service Management right into Teams. The results? Simple, mobile-first ticketing, better visibility for IT, and much higher adoption.

Apps used: Jira Service Management, yasoon’s Microsoft 365 for Jira | Partner: catworkx

“No one used the Jira portal before. Now, everyone uses the Teams app.”
– Boris Linden, mobilezone

Thanks to this setup, over 90% of employees now handle IT support in Teams. Ticket resolution is 30% faster, and employees can submit and manage tickets even on the go.

Check out this internal ticketing use case on YouTube

Why this matters for other organizations

If your teams are already working in Microsoft Teams, it makes sense to meet them there with support services too. Embedding Jira into Teams reduces friction, boosts adoption, and speeds up resolution times - not just for IT, but for HR, facilities, and more. It’s a small shift that makes a big difference across departments.

Interested in doing something similar?
👉 Contact catworkx for guidance 
👉 Explore yasoon’s Microsoft 365 for Jira on the Atlassian Marketplace

[Oleksii Melnyk]

Thanks for sharing!

[Salut Puig]

Worked closely with yasoon and mobilezone on this—great to see it shared! Big impact and case!