Does Jira Service Desk have telephony integration?

[Don Swanson]

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.

[Charles Wells · Accepted solution]

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:

• https://answers.atlassian.com/questions/328085
• and this article: http://blogs.atlassian.com/2007/09/shipit_vi_winner_jira_caller_id/.

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

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

[Erwin Ancheta]

Do we have updates on JIRA and Voip Phone integration?

[Javi]

This a new addon. I'm going to test it...

https://marketplace.atlassian.com/plugins/com.wittified.jsd.callcenter/server/support

[Larry Schauer]

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

[etrevino]

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. 

[brianbegyjumpforward NA]

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