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How to implement phone numbers of Service Desk Customers?

Martin Böhme

Hi,

Imagine an IT Service Desk Team using Jira SD Cloud. They want to be able to call the requesting person easily with one or two clicks (and with the help of their phone software like MS Teams).

But I can't find a place where a phone number can be stored in Atlassian Access or Jira Service Desk.

(We would not like the customers to type in their phone number manually.)

Does someone have an idea for a solution or a workaround?

Thanks!

Martin

Accepted answers

Martin Böhme

Hi @Kelly_Knight-Pellas

Well, kinda. I've found a solution but it does not really fulfill my needs.

With Azure AD Attributes for Jira you can sync a phone number to Jira. But you cannot really do more with it than display it in a sub-menu of an issue.

All comments

Jack Brickey

Here is an older thread that discusses possible addon options. For sure you would need an addon. Voice-call-notifiation-amp-integration

Martin Böhme

Hi @Jack Brickey

Thanks a lot for your quick reply I appreciate it.

I just installed and evaluated the two cloud apps mentioned in the linked discussion

Unfortunately, none of the two fulfills our requirement because they don't include a way to store phone numbers for customer accounts.

Instead, they are integrations for phone services which we don't want to use.

We just want a way to store a phone number per user and display it in the issue view.

A nice-to-have would be if the number was shown as:

<a href="tel:0123456789">0123456789</a>

so you could open it with desktop application linked with the tel-protocol via the browser.

Jack Brickey

ah i see. There is another addon that helps w/ storing customer profiles - enriched-profiles-for-jira-service-desk

again I have not experience w/ the app.

Martin Böhme

Just tried Enriched Profiles for Jira Service Desk, but it doesn't do what we need either.

Jason Sweet

Martin, did you ever find a good solution? I guess one could create a custom field, right?

Kelly Knight Pellas

Hi Martin, I have the same question/issue. Did you ever find a solution?

Martin Böhme

I posted it as an answer

Martin Böhme

Hi @Kelly_Knight-Pellas

Well, kinda. I've found a solution but it does not really fulfill my needs.

With Azure AD Attributes for Jira you can sync a phone number to Jira. But you cannot really do more with it than display it in a sub-menu of an issue.

Martin Böhme

I posted it as an answer

Jason Sweet

Interesting find, Martin. Wish we could do more than just display the number....

aynura.nasibova

@Kelly Knight Pellas - this article covers your question perfectly: https://confluence.atlassian.com/confeval/jira-service-desk-evaluator-resources/jira-service-desk-call-center-phone-integration

Martin Böhme

Hi @AY

No, unfortunately the article covers a completely different use case.

Thanks for trying to help me anyway

Martin

Paul Price_i9q8cu

Would love to see this field type added - in today's remote working environment, we cannot just walk over to a customer desk. A properly formatted phone number field would be fantastic!

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