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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?

Accepted answers

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.

All comments

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

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.

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