How to implement phone numbers of Service Desk Customers?

[Martin Boehme]

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

[Martin Boehme · Accepted solution]

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.

[Jason Sweet]

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

[Paul Price]

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!

[Kelly_Knight-Pellas]

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

[Martin Boehme]

I posted it as an answer

[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 Boehme]

Hi @AY

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

Thanks for trying to help me anyway :)

Martin

[justin]

Martin,

Did you ever find an answer?  We just started using the Jira service desk and not having a place for the end-user to put a contact phone number is a huge issue.  We can't call people back without sending a message asking for the best contact number.  This is a huge waste of time.  

[Martin Boehme]

@justin Unfortunately not.

But I know Atlassian is keeping track on this requirement. Create a request at support.atlassian.net and let them know you need this feature.

[Jack Brickey]

I suspect that integrating Insight into JSM will factor into the solution here. 

[Jason Sweet]

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

[Martin Boehme]

I posted it as an answer

[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 Boehme]

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

• Voice, SMS & Chat for Jira Service Desk
• 8x8 ContactNow for Jira Service Desk

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 Boehme]

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