How do we acquire new phone lines for customers in JSM

Billy Pelser

We have added a new Project/Space in JSM for a new customer. We cannot get a phone line from Opsgenie anymore so we currently cannot provide a customer support hotline (we have 13 existing customer support phone lines in Opsgenie which we will need to migrate in the near future).

Is Twilio the recommended App for integrating phone lines into JSM for Australia or is there something else we should look at. If Twilio is the recommended app what is the easiest and quickest way to get this up and running and is there a recommended 'minimum' starting point for 14 to 20 customers to allow easy migration of existing phone lines from Opsgenie?

Arkadiusz Wroblewski

Hello @Billy Pelser 

Could you clarify what you mean by “acquiring new phone lines”?

If you want a helpline for customers to call, Jira Service Management doesn't provide phone numbers directly. Instead, on JSM Premium or Enterprise, you need to purchase a number from Twilio first and then connect it via your JSM settings under Operations > Incoming call routing.

Alternatively, if you just want to record your customers' phone numbers within Jira, you can simply add a "Phone number" customer detail field to their profiles.

Best,

Arkadiusz🤠☀️