Does Jira Service Desk have telephony integration?

Will Jira Service Desk have telephony integration capabilities with VOIP telephone sets? I would like a phone call to prepopulate data in a Service Desk issue.

6 answers

Comments Closed

Hello Don, currently, while there's not an out-of-the-box IVR component to handle this need, options do exist. It's also evident there is interest in the topic. Here's what I was able to compile for you.

The simplest solution would be leveraging the mail handlers to process vm attachment files to tickets: https://confluence.atlassian.com/display/JIRA060/JIRA+as+a+Support+System#JIRAasaSupportSystem-Phone. Each project using JIRA Service Desk can have it's own mail handler to create tickets, so you can route email attachments to different projects depending on where the issues should be created. More about JSD and email: https://confluence.atlassian.com/display/SERVICEDESK/Setting+up+the+email+channel.

Or a more integrated setup would require customization via the API but results seem promising. You can check out more at this question:

There may be a more streamlined process if you're already using Twilio:

https://marketplace.atlassian.com/plugins/net.customware.jira.plugins.twilio-plugin.

Is there an update on this?  We are currently straddling ZenDesk and JIRA and telephony integration is a must-have.

Brian - we too are looking at ZenDesk & JIRA/ServiceDesk in a similar setup.  Like the integration of all within JIRA  - but ZenDesk seems promising on the telephone integration. 

Is there an update on this? We are looking at an IVR->ServiceDesk integration as well.

Do we have updates on JIRA and Voip Phone integration?

How to earn badges on the Atlassian Community

How to earn badges on the Atlassian Community

Badges are a great way to show off community activity, whether you’re a newbie or a Champion.

Learn more
Community showcase
Published Jun 14, 2018 in Jira Service Desk

How the Telegram Integration for Jira helps Sergey's team take their support efficiency to the bank

...+ reading Fantasy). The same is true for him at the bank he works for: Efficiency is key when time literally equals money. Read on to learn how Sergey makes most of the time he has by...

784 views 5 7
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you