How do I make a phone call into a service request?

[Clare Lawson]

Hi All.  First off, thanks for the help you all give me and each other here. It's awesome.  I am working through setting up email capability within Jira. We are a very small company, but expanding fast.  We have customers that call in to the help desk as well as email.  What do I do with phone calls?  How do we turn that phone call into a working ticket that will email the customer after the initial phone call into the support desk? 

[Anne Saunders · Accepted solution]

I may be missing something important here, but assuming you're using Jira Service Management, your customer support representative who accepts the call can manually create a ticket in a support project. (There's a Blue button in the top nav that shows a plus sign or the word Create, depending on window size)

Your CSR will have to capture all of the information you're normally taking in via your issue collector or support form, including the reporter and their organization, but after that, it should function just fine. You could create a custom field with a dropdown to indicate the source of non-automated service requests, such as phone calls, direct-to-staff emails, or onsite requests. 

If you're looking for a way to automate telephone calls creating service desk tickets, there are several apps that offer telephony integration, but I've never used them. 

[Clare Lawson]

Thank you all!  I know how to make tickets, but I guess I am missing the part where the service desk folks make a ticket FOR the customer that ends up acting the same way as a ticket sent so our help desk using the email functionality.  

[Robert Wen_Cprime_]

An important part of this is that when the CSR creates the ticket in JSM, they should set the "Create on behalf of" the customer account.  That way, all the correspondence goes to the original customer.

[Clare Lawson]

YES! This is what I was trying to figure out!  

[Clare Lawson]

Do you know where that setting is?  

[Heydi Menéndez]

Hi!!!

You can create the ticket on behalf of someone else just changing the authors/informer name . Then the ticket as you created , will say, Clare lawson created on behalf of "person x" . or comething like that .

in the ticket will appear that persons name as informer, and the communication will pass trough his mail.

sorry my english...

[Robert Wen_Cprime_]

When anyone with an agent license accesses the portal and clicks on a request type, they'll see the following field.

[Chris Thomas · Accepted solution]

I have not tried this but I know Opsgenie can receive phone calls and create alerts based on them. From there you can set an integration to create the Jira ticket based on that alert.

I do not know how much info you can get in this way (like reporter name). It's also intended as a ITSM tool not a call center so I doubt it will work well.

For us we tell the users to submit a ticket in the portal unless it's a high priority then we just submit the ticket.

[Nic Thiele]

As an alternative, we have Jira Data Centre and we are able to use the "issue collector" feature to fill out a form on our intranet and put in the email address of the caller which will be used as the reporter.

[Amir Katz (Outseer)]

I would implement it slightly differently.

1. If tickets are only created by CSR, then leave the reporter to the CSR person.

2. Add a single-select custom field for the customer (for example, if all customers are credit card issuers, values would be 'Visa', 'MasterCard', 'AmEx', 'Diners', etc.) and make it mandatory, so the ticket will capture this information.

3. With that, you can create dashboards and reports by customer.