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September 5, 2018 edited
Hello Stacie,
Although JIRA Server has more customization options (see JIRA Service Desk: Call Center/Phone Integration), there are also some options and customizations to integrate JIRA Service desk Cloud with CTI.
You can create tickets on behalf of Customers in JIRA SD Cloud for a call, and some other functionalities can be extended by the plugin 8x8 ContactNow for Jira Service Desk.
Please, let me know if you have any specific questions.
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