JIRA service desk - Automate creation of customer

[Lindsay Siurna]

Hi, 

I would like some input on handling requests that come in by phone.  

We have an external help desk and sometimes receive calls from people that are not already customers.  We need to be able to track these calls but I'm not sure how to do it easily. 

In order to create the ticket, we have to complete the requestor field but a new caller would not be in the list.

So we were thinking of instituting a process where we ask for the callers name, create them as a customer and then create the ticket.  This is a lot of work and a lot of different screens.  Is there a way to automate this?

Thanks for your help.

Lindsay

[Angélica Luz · Accepted solution]

Hi Lindsay,

Thank you for reaching out to Community!

Currently, Jira does not have this functionality to create tickets through a call, it’s necessary to create the ticket on behalf of the customer.

There is an add-on that provides this functionality but it’s available only for Jira Server.

• JIRA Service Desk: Call Center/Phone Integration

For Jira Cloud, there is no option for now.

Regards,
Angélica

[Lindsay Siurna]

Thank you.