Telephony as a Channel in ServiceDesk

[Edgar Arutunyan]

Hi to everyone!

We are using Service Desk as tool for out agents to ask help for some tasks which they were not able to resolve by themselves.

Now we are looking into add some channels like Telephony (to receive they calls directly with ServiceDesk) and Whatsapp.

Is it possible?

[Iryna Ihnatiuk · Accepted solution]

Hi @Edgar Arutunyan ,

I'm Iryna from Appfire. Unfortunately, I don't know of any solutions for calls, but for WhatsApp integration, you can use third-party apps like our Chat for JSM. Native integration is not available in Jira Service Management.

Let me know if you have any questions. 

[Samuel Gatica _ServiceRocket_]

Hi @Edgar Arutunyan 

Unfortunately, this is not feasible. There are only three available options: email, portal, or the application (Jira).

As a workaround, you can create a custom field instead and add the option that you need, as detailed in the doc Adding or removing values for the customer request channel field used in Jira Service Management 

Best regards

Sam

[Samuel Gatica _ServiceRocket_]

Here is the Suggestion associated with your request

• Ability to Customize the Request Channel Type