How do we acquire new phone lines for customers in JSM

[Billy Pelser]

We have added a new Project/Space in JSM for a new customer. We cannot get a phone line from Opsgenie anymore so we currently cannot provide a customer support hotline (we have 13 existing customer support phone lines in Opsgenie which we will need to migrate in the near future).

Is Twilio the recommended App for integrating phone lines into JSM for Australia or is there something else we should look at. If Twilio is the recommended app what is the easiest and quickest way to get this up and running and is there a recommended 'minimum' starting point for 14 to 20 customers to allow easy migration of existing phone lines from Opsgenie?

[Arkadiusz Wroblewski]

Hello @Billy Pelser 

Could you clarify what you mean by “acquiring new phone lines”?

If you want a helpline for customers to call, Jira Service Management doesn't provide phone numbers directly. Instead, on JSM Premium or Enterprise, you need to purchase a number from Twilio first and then connect it via your JSM settings under Operations > Incoming call routing.

Alternatively, if you just want to record your customers' phone numbers within Jira, you can simply add a "Phone number" customer detail field to their profiles.

Best,

Arkadiusz🤠☀️

[Billy Pelser]

Hi Arkadiusz,

Thank you for your response, it is much appreciated. What I meant by “acquiring new phone lines” is when standing up a new project or space within JSM how do we now get a phone number for a customer support hotline since Opsgenie no longer provides  numbers for a phone hotline so my question was how do we now go about getting numbers to integrate with JSM and I was asking if Twilio would be the recommended app for use in Australia. 

Regards,

Billy Pelser

[Arkadiusz Wroblewski]

Integrate incoming call routing | Opsgenie | Atlassian Support

Incoming call routing after migration | Opsgenie | Atlassian Support

Phone Numbers | Twilio

First, please note that incoming call routing requires a JSM Premium or Enterprise plan, as it isn't available on Standard. For your existing lines, Atlassian requires porting those Opsgenie-provided numbers to a customer-owned Twilio account before migrating to JSM to prevent dropped calls. Be sure to check local Australian regulatory and porting requirements directly with Twilio first.

I highly recommend involving both Atlassian and Twilio Support early in the migration process.

Best,

Arkadiusz🤠

[Billy Pelser]

Thank you for the information. Yes, I was aware that incoming call routing requires a JSM Premium or Enterprise plan. I was just trying to find out a bit more about Twilio and what is required moving forward. Thank you for your advice, much appreciated.

Regards,

Billy