JIRA Service Management and live customer service

Ghassan Alkhatib

We have agents that work as phone based customer support. We have a support software that may not be able to integrate with JIRA. Can we use JIRA service management as a replacement for something like Sales Force (for example; we do not use that but just as an example) ... In other wwords, can our support agents take calls and create cases and tickets live while they are on the phone with the customers?

Nikola Perisic

Welcome to the community @Ghassan Alkhatib !

Jira Service Management is perfect for customer support. You can even create a project that has the customer support template in it. Also, if you don't like the statuses you can create your own and even customise them.

Now the question is how many agents do you have? For free version there are up to 3 agents that you can use.

You can find more information about the agents here: https://www.atlassian.com/software/jira/service-management/pricing

Long story short, JSM is the perfect solution for your team that is taking live calls. Your agents can raise the ticket right away. You can also modify how this screen will look like by adding fields, creating your own custom fields and adding them to the screen.

Lots of customisation that can help your team out and also to customise in your way.