How mobilezone Transformed IT Support with yasoon & catworkx

Written by Admin | Jul 4, 2025 12:53:32 PM

A Real-World Example of Seamless Jira Integration Inside Microsoft Teams

Discover how mobilezone GmbH improved IT support by integrating Jira Service Management directly into Microsoft Teams, achieving 90%+ user adoption and resolving tickets 30% faster.

The Challenge: Disconnected IT Support & Low Adoption

Before the integration, mobilezone, a leading telecom company with 300+ employees across Germany, struggled with:

🚩 Low usage of Jira Service Management’s customer portal

🚩 Manual ticket handling and scattered email communication

🚩 Employees switching between Teams and Jira to submit requests

🚩 Limited mobile access to IT support

“No one here really used the Jira portal. Everyone now uses the IT support app in Teams.”

Boris Linden, mobilezone

The Solution: Embedding Jira Support Directly Into Microsoft Teams

With the help of catworkx, mobilezone implemented yasoon’s Microsoft 365 for Jira integration, transforming how employees request and track IT support.

❇️ Jira in Microsoft Teams: Submit, track, and update tickets without leaving your workspace

❇️ Mobile-first experience: Employees use smartphones to manage tickets on the go

❇️ Real-time alerts: IT gets instant updates inside Teams, boosting responsiveness

❇️ Automation & workflows: Configured by catworkx to reduce manual work and speed up resolution

The Results: Smarter Support. Happier Teams.

Key Metric	Impact
User Adoption	90%+ of employees use Teams for IT support
Ticket Resolution	30% faster handling with fewer delays
Mobile Accessibility	Submit and manage tickets from any device
Workflow Automation	Fewer manual steps, less context switching

“Everything happens inside Teams now. I don’t even need to open my laptop on the train.”

Boris Linden, mobilezone

Why It Matters for IT & Support Teams

Whether you're running IT support, HR helpdesks, or employee services, integrating Jira into Microsoft Teams means:

“This solution didn’t just fix one or two issues, it solved all of them at once.”

Jörg Wolfinger, catworkx

The Role of catworkx: Making It Happen

As an Atlassian Platinum Solution Partner, catworkx ensured:

🚀 Smooth implementation of yasoon’s app

🤖 Tailored Jira automation & workflows

🛠️ Ongoing support, training & optimization

🎉 High adoption from day one with intuitive UX

Want to dive deeper into the process, the technical details, and the results?

This success story PDF includes:

Integration steps and challenges
Workflow automations & mobile rollout
Stakeholder quotes & adoption data
How mobilezone continues to optimize their support