How to log voice mail messages


We normally receive TA inquiries through email, however sometimes we receive voice mail files containing TA inquiries that need to be logged and tracked in Jira. What is the best way to handle these instances in terms of getting them into our service desk so that we can track them?




1 answer

With JIRA Service Desk 2.0, you can create requests from customer emails. (Customer is a new role in JSD 2.0; See configuring email channel and associated customer account creation documentation; additional mail handler info).

Because of this feature, you can direct your voicemail system to send vm files to the appropriate JIRA Service Desk project and capture these as attachments on issues. This would allow you to automatically capture these as issues when voicemails are left.

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