Is there a phone support service for JIRA

[Lori Wermske]

Hello.  We are looking at combining all our help desk ticketing systems onto one platform.  Currently we use CIM (an LN product), JIRA, Bugzilla, and Rally.  We are thinking to move everything to the Atlassian platform. 

Our issue is our 4000 franchisees that only call in for support.  They do not use the web, email or chat, just phone calls.  Can Service desk be used for just call in support and if so, how do you handle not having the 4000 franchsiees as licensed users?  We want to be able to stripe the call down to the most granular level for reporting (ie, a problem with software, what type, what issue, how often, etc).  We need to know how often a particular franchisee has called in and what his issues were.

Can Service Desk be used for this case?

Thanks!

[Nic Brough -Adaptavist-]

Absolutely, JSD is built for this.  Almost.

The negative bit here is that Jira Service Desk does not have any off-the-shelf 'phone logging built into it.  The range of possible systems and what you might do with them is far too fragmented for Atlassian to build anything in.  They ask people to write add-ons that extend JSD to talk to whatever the 'phone system is.

Moving on from the 'phones, JSD's model for a "help desk call centre" is for Agents to answer the 'phone and log calls for the Customers who are calling them.

I've capitalised Customers there because they are very important in JSD.  Jira recognises (up to) four types of user:

• Jira Core user:  Uses Jira.  Each user costs you a bit.
• Jira Software user:  Uses Jira Software (and Core, automatically).  Each user costs you a bit more than a Core user.
• Agent:  Uses Jira Service Desk in full (and Core, automatically).  Each user costs you a lot more than a Core or Software user
• Customer:  Uses the "portal" parts of Jira Service Desk only.  Customers are completely free.  You could have 3 agents and 400,000 customers, and only the agents will cost you.

[Vickey Palzor Lepcha]

@Nic Brough -Adaptavist- This made me think - is there any tool in the market Nic that is capable of turning voice calls into a ticket in the system ?

[Lori Wermske]

how do you log the calls under the name of an unlicensed user?  Because we need to track when a user calls, and be able to pull up all history. 

[Nic Brough -Adaptavist-]

@Vickey Palzor Lepcha- I've seen a couple, but not tried them. 

I've helped someone write a bit of code for a 'phone system that created a (mostly blank) Jira issue when a person answered a call.  That worked quite well at the time, because the exact call time and assignee were logged automatically.

@Lori Wermske- unknown users are anonymous customers effectively.  That's quite difficult to track because you simply don't know who they are.  The only real-world option is to get your operators to match them up to an existing customer account, or create one for them.