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Call in Service management

Emeline Lagarde March 21, 2024

Hell guys,

 

We're currently using Zendesk as a customer service tool and we're trying to find another one.

As we already are users of atlassian products, jira service management can be a good one.

Thing is we are using really often voice in zendesk, is there any way to have voice on service management as well ?

 

Thanks for help,

Emeline

2 answers

1 vote
Dan Breyen
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March 21, 2024

Hi @Emeline Lagarde I found this article from Support on SMS & Voice notifications using a third party service.  

I think that's what you are looking for.

There's also this request to add Telephony support that you can vote for and watch for updates.

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Perisic Nikola
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March 21, 2024

Hello @Emeline Lagarde 

Jira Service Management doesn't offer the voice functionality. However, here are the pros of Jira Service Management:

  • Customization: JSM is highly adaptable, allowing you to tailor workflows to your specific needs. This flexibility ensures the tool aligns with your existing processes, regardless of your industry or team structure. 

  • Automation: JSM empowers you to automate repetitive tasks, freeing up your team's time to focus on more complex issues. By setting up rules to handle routine actions, you can streamline workflows and expedite resolutions.

  • Improved Customer Experience: JSM offers a self-service portal where customers can submit requests, track progress, and potentially find solutions in a knowledge base. This empowers customers and reduces the burden on your support team.

  • Streamlined Collaboration: JSM fosters collaboration between internal teams. With clear visibility into ticket statuses, assignments, and communication threads, teams can work together effectively to resolve issues.

  • Integration: JSM integrates seamlessly with other Atlassian products like Confluence, creating a unified project and service management ecosystem. Additionally, it offers integrations with popular tools like Slack and Microsoft Teams, enhancing communication and streamlining workflows. 

  • Reporting and Analytics: JSM provides robust reporting and analytics that give you valuable insights into your service desk performance. You can use this data to identify areas for improvement and make data-driven decisions to optimize your workflows. 

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