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How do I make a phone call into a service request?

Clare Lawson_pvzs29

Hi All. First off, thanks for the help you all give me and each other here. It's awesome. I am working through setting up email capability within Jira. We are a very small company, but expanding fast. We have customers that call in to the help desk as well as email. What do I do with phone calls? How do we turn that phone call into a working ticket that will email the customer after the initial phone call into the support desk?

Comments

Chris Thomas

I have not tried this but I know Opsgenie can receive phone calls and create alerts based on them. From there you can set an integration to create the Jira ticket based on that alert.

I do not know how much info you can get in this way (like reporter name). It's also intended as a ITSM tool not a call center so I doubt it will work well.

For us we tell the users to submit a ticket in the portal unless it's a high priority then we just submit the ticket.

Anne Saunders

I may be missing something important here, but assuming you're using Jira Service Management, your customer support representative who accepts the call can manually create a ticket in a support project. (There's a Blue button in the top nav that shows a plus sign or the word Create, depending on window size)

Your CSR will have to capture all of the information you're normally taking in via your issue collector or support form, including the reporter and their organization, but after that, it should function just fine. You could create a custom field with a dropdown to indicate the source of non-automated service requests, such as phone calls, direct-to-staff emails, or onsite requests.

If you're looking for a way to automate telephone calls creating service desk tickets, there are several apps that offer telephony integration, but I've never used them.

Clare Lawson_pvzs29

Thank you all! I know how to make tickets, but I guess I am missing the part where the service desk folks make a ticket FOR the customer that ends up acting the same way as a ticket sent so our help desk using the email functionality.

Robert Wen_Cprime_

An important part of this is that when the CSR creates the ticket in JSM, they should set the "Create on behalf of" the customer account. That way, all the correspondence goes to the original customer.

Clare Lawson_pvzs29

YES! This is what I was trying to figure out!

Amir Katz (Outseer)

I would implement it slightly differently.

1. If tickets are only created by CSR, then leave the reporter to the CSR person.

2. Add a single-select custom field for the customer (for example, if all customers are credit card issuers, values would be 'Visa', 'MasterCard', 'AmEx', 'Diners', etc.) and make it mandatory, so the ticket will capture this information.

3. With that, you can create dashboards and reports by customer.

Nic Thiele

As an alternative, we have Jira Data Centre and we are able to use the "issue collector" feature to fill out a form on our intranet and put in the email address of the caller which will be used as the reporter.

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