We have our own Voip phone system that we will not move from. Can it be integrated into Jira Service Desk if it is not one of the exiting add ons? Is there something that can be done on our end so it can create tickets in Service Desk if it can identify the organization that is calling?
What do you mean by integrating JSD w/ your VoIP system? Does your current VoIP system integrate w/ another service desk application? If so what does it do exactly?
For example, if your current VoIP system can send an email if say no one answers the call then you can direct that email to JSD's email channel. Now the level of usefulness might be questionable depending on the subject and body of the email since that is what JSD keys on for creating issue by email.
This is also an integration we would like to look into.
The way we'd like to envision it is if out service desk receives a VoIP call, a ticket is begun that includes the caller's information that we have stored in our integrated CRM.
If it makes any difference, we are using Zoiper softphone software at the moment.
The individual(s) who provide this software will have no lack of business. Our decision to move to Service Desk has been stifled by the lack of telephony integration with Cisco
It would be nice to have options how to resolve that VOIP integration issue. Actually there are a lot of useful services and reliable companies, that can help you with maintenance of VoIP telephony systems, such as EveryDay VoIP company. Here is their site where you can read about all the benefits, that they offer to potential clients.
It would be handy if every call would open and populate an issue (for statistical purposes and to reduce clicking and typing). Any further functionality would be bonus.
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