JIRA Service Desk: Call Center/Phone Integration

Jira Service Desk Evaluator Resources

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Objective

Can JIRA Service Desk be integrated with a phone system to turn phone calls into tickets?

Environment

Server/Cloud

 

Procedure

If your team receives phone calls or other types of 'tap on the shoulder' requests, agents easily can raise requests on behalf of a caller through the Raise a Request button on the project sidebar. Out of the box, there is not direct telephone/call center integration.

However, one of the vendors from the Atlassian marketplace has built an add-on called Call Center for JIRA Service Desk as a solution for phone/call-center integration with JIRA Service Desk. With this add-on, your customers have the flexibility to open new service requests over the phone, as well as the web. Just choose your dial-in number and define your voice prompts.

 

Last modified on Dec 15, 2016

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