Is there a phone support service for JIRA

Lori Wermske_gh254x

Hello.  We are looking at combining all our help desk ticketing systems onto one platform.  Currently we use CIM (an LN product), JIRA, Bugzilla, and Rally.  We are thinking to move everything to the Atlassian platform. 

Our issue is our 4000 franchisees that only call in for support.  They do not use the web, email or chat, just phone calls.  Can Service desk be used for just call in support and if so, how do you handle not having the 4000 franchsiees as licensed users?  We want to be able to stripe the call down to the most granular level for reporting (ie, a problem with software, what type, what issue, how often, etc).  We need to know how often a particular franchisee has called in and what his issues were.

Can Service Desk be used for this case?

 

Thanks!

 

 

Nic Brough -Adaptavist-

Absolutely, JSD is built for this.  Almost.

The negative bit here is that Jira Service Desk does not have any off-the-shelf 'phone logging built into it.  The range of possible systems and what you might do with them is far too fragmented for Atlassian to build anything in.  They ask people to write add-ons that extend JSD to talk to whatever the 'phone system is.

Moving on from the 'phones, JSD's model for a "help desk call centre" is for Agents to answer the 'phone and log calls for the Customers who are calling them.

I've capitalised Customers there because they are very important in JSD.  Jira recognises (up to) four types of user:

• Jira Core user:  Uses Jira.  Each user costs you a bit.
• Jira Software user:  Uses Jira Software (and Core, automatically).  Each user costs you a bit more than a Core user.
• Agent:  Uses Jira Service Desk in full (and Core, automatically).  Each user costs you a lot more than a Core or Software user
• Customer:  Uses the "portal" parts of Jira Service Desk only.  Customers are completely free.  You could have 3 agents and 400,000 customers, and only the agents will cost you.