Atlassian Service Desk questions

Question

1)      Can we have chatting service in Service desk allowing us to chat with the customers?

2)      Can we integrate Jira Serice Desk with NetSuite?

3)      Can we integrate Service Desk with a phone system like Shoretel or Cisco Unified IP Phone? The request is to look-up customer information inside of Service desk when a phone call comes, making it easier to create a ticket for an agent.

Janusz Gorycki_zbokco · Answer

Hi folks,

Janusz from Spartez here.

Sorry for a bit of commercial break, but we have recently released the Chat for Service Desk (server) app - aptly named 'Chat for Service Desk'. It provides a real-time chatting solution ("live chat") that helps your site visitors / app users connect with teams working through Jira Service Desk.

It is NOT an integration with a 3rd party chatting service - it is self-contained - you just install the app in Service Desk, place a bit of javascript on your web site (or just enable the chat on your customer portal) and you have full chat support.

It has a bunch of nifty features:

* Creates issues out of chat conversations on-the-fly
* Turns customer’s messages into issue comments - updating issue views in real time
* Turns your issue comments into messages within the chat
* Handles request queues updates
* Lets you see which customers are currently online
* Allows support personnel to toggle their availability
* Chat widget is replaced with email when all agents are offline
* Sends the customer chat digests through email
* Fully optimized for mobile web pages
* Chat look & feel is customisable

Interested? You may want to try it out - it’s just available on the Atlassian Marketplace.

An introduction video can also be viewed here.

Cheers,
Janusz Gorycki, spartez.com

Sonya Goldstein · Answer

Phil,

Has there been any additional information published out there pertaining to being able to pass a phone number from call initiated through CISCO Unified IP phone to JIRA Service Desk.  The desire is to pass the phone number (assuming it also needs to pass a key value in case phone number is blocked) to JIRA Service Desk where this could be "popped" into a new ticket for our call center.

Phill Fox · Answer

Hi Neeraj

Everything you ask is possible (given enough money/time/effort).

The Atlassian answer to 1 is of course to use HipChat 
 (other chat integration tools are available...)

For 2 you could look at the extension from Zapier at https://zapier.com/zapbook/jira/netsuite/

3 is where your fun starts as I am not aware of anything which as yet meets your requirements and hence you would need to develop from the APIs available to you.

Unfortunately at present the information on the JIRA Service Desk APIs is limited to non-existent. See https://developer.atlassian.com/jiradev/jira-applications/jira-service-desk/jira-service-desk-development-guide for more details.

Hope this helps -where it did and sorry that I was not able to provide much more on JSD APIs. There is an open ticket to get these published so maybe they will come out soon.

Phill