How to integrate telephony into JIRA Service Management?

[Igor Krashovats]

Hi Team,

Can you please advise – is that possible to integrate telephony into JIRA Service Management?

The purpose is to receive phone calls from our customers and save these calls (and also automatically raise a new ticket) directly in JIRA Service Management interface?

Is that possible?

And if yes how to implement this?

Thank you in advance.

[Marco Brundel · Accepted solution]

Hi @Igor Krashovats ,

No personal experience with it. I'm curious if there are indeed options.

On the Marketplace I see this app https://marketplace.atlassian.com/apps/1217009/chat-sms-voice-and-video-for-jira-service-management

What system do you use for telephony? It is also good to submit the question to the supplier of the telephone system. See as examples

https://tray.io/connectors/jira-service-desk-avaya-aura-integrations

or

https://marketplace.atlassian.com/apps/1223383/cisco-finesse-integration-for-jira

Regards, Marco

[Igor Krashovats]

Hi Marco,

Thanks for your answer.

I have already tried this app on the Marketplace. But for some reason it does not work as expected. When trying to add devices we receive a message: "Please upgrade to add a forwarding device". But I am not sure how to upgrade this.

I'll find out what system our customer uses for telephony.

Thanks, Igor