Amber Group: AI Helpdesk Automates Engineering Workflows

How a $3B Crypto Finance Unicorn Automated EngineeringWorkflows with AI-Powered Helpdesk Automation

About

Amber Group is a leading global digital asset company providing institutional-grade crypto financial services. Founded in 2017 by former Morgan Stanley and Goldman Sachs professionals, it has grown into a $3B-valued unicorn backed by $630M+ from investors including Temasek, Paradigm, Pantera Capital, Sequoia China, and Tiger Global. The company serves 700+ institutional clients, has processed $1T+ in cumulative trading volume, and operates 24/7 across offices in Singapore, Hong Kong, Taipei, Seoul, and Vancouver.

With 500–1,000 employees globally, Amber’s engineering teams rely on Slack for communication and multiple Jira Software projects for execution. As the company scaled, operational efficiency between these two systems became mission-critical.

Objective

• Automate Slack-to-Jira ticket creation across multiple engineering projects – eliminating manual handling entirely
• Route tickets intelligently to the correct Jira project based on channel context – zero misrouted work
• Ensure 100% ticket completeness with structured detail capture – no manual follow-ups
• Deliver real-time delivery insights and automated daily updates to engineering managers
• Deploy natively within Slack with zero change management overhead

Challenge

As Amber scaled across multiple offices, a growing volume of engineering requests, bug reports, and feature discussions flowed through dozens of Slack channels daily. Converting these into actionable Jira tickets was entirely manual – engineers had to read messages, create tickets, select the correct project, fill in details, and track delivery.

This created compounding friction: requests scattered across channels with no unified intake, missed or duplicated tasks, incomplete tickets requiring follow-ups, and limited visibility for managers into workload and delivery status. At a time when speed was a competitive advantage, manual workflows were becoming unsustainable.

Approach

Amber Group partnered with Troopr Labs to deploy Enjo as the intelligent automation layer between Slack and Jira. The implementation integrated seamlessly into existing workflows with zero disruption.

AI-Powered Ticket Creation

Enjo automatically captures Slack engineering requests, structures them into complete Jira tickets with appropriate fields and formatting, and creates them in the correct project – without manual intervention. When additional context is needed, Enjo initiates a conversational flow within Slack to gather details before ticket creation, ensuring every ticket arrives fully formed.

Intelligent Routing & Triage

Tickets are automatically routed to the correct Jira project based on channel context and request type. Enjo also delivers automated daily updates by syncing Jira statuses back into Slack, giving managers real-time visibility into workload and delivery progress across all teams.

Implementation

Troopr Labs worked closely with Amber’s core engineering team to map workflows, configure project-specific automations, and fine-tune routing rules. A one-month POC tested Enjo on live channels with iterative optimization. After validation, Enjo rolled out to full production across all engineering teams in under five weeks.

Enjo eliminated manual ticket creation entirely. Every engineering request is now automatically captured, structured, and routed to the correct project – engineers spend time building, not on admin. Tickets arrive complete and actionable from the start, eliminating follow-up cycles. Managers have real-time visibility into delivery across all projects and geographies, enabling proactive workload management.‍

The bottom line: faster engineering execution, zero manual overhead, improved accountability, and stronger delivery control across Amber Group’s globally distributed organization.

Why This Matters

Amber Group’s deployment demonstrates what AI-powered workflow automation achieves for fast-scaling, globally distributed engineering organizations:

• End-to-end resolution, not just notification – Enjo completes the full workflow from Slack message to structured Jira ticket without manual steps
• Zero-friction adoption – works natively within Slack, no new tools or change management required
• Structured automation transforms quality – every ticket arrives complete, correctly routed, and immediately actionable
• One layer that scales – a single platform powers ticket creation, routing, triage, updates, and insights across all teams
• Fast proof of value – measurable impact within the first week; full production in under five weeks

For global technology companies managing distributed teams across multiple projects and time zones, Enjo offers a proven path to eliminating execution friction and scaling engineering operations with confidence.

About Enjo

Enjo, built by Troopr Labs, is an AI-native customer support automation platform for B2B teams. It combines AI Agents for autonomous resolution, a shared Inbox for escalations, an AI-native Help Center, Agent Assist, and Insights – all powered by a single unified knowledge layer. With enterprise-grade security and seamless integration with Slack, Teams, Jira, Confluence, Salesforce, and ServiceNow, Enjo empowers support teams to achieve 60%+ automation from day one.