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So in using JSM for a support desk that does 90% of it's work currently through phone communications. The current system they use has an automated system that will upon receiving the call from the customer, automatically open a ticket and populate the ticket with the customer information.
What solutions has anyone taking to replicate such actions?
There may be some new plugins that accomplish this; however, we are implementing something simliar and our parent company is developing something specific to aid in phone support via JSM; I will ping them after the holidays to see if we can make it available in the marketplace.
Out of the box this feature is not available. I suggest you look into the marketplace. One example: https://marketplace.atlassian.com/apps/1215246/callcenter-for-jira-service-management?tab=overview&hosting=server
But this one works for server, you may want to inquire their plans for cloud.