1) Can we have chatting service in Service desk allowing us to chat with the customers?
2) Can we integrate Jira Serice Desk with NetSuite?
3) Can we integrate Service Desk with a phone system like Shoretel or Cisco Unified IP Phone? The request is to look-up customer information inside of Service desk when a phone call comes, making it easier to create a ticket for an agent.
Everything you ask is possible (given enough money/time/effort).
The Atlassian answer to 1 is of course to use HipChat (other chat integration tools are available...)
For 2 you could look at the extension from Zapier at https://zapier.com/zapbook/jira/netsuite/
3 is where your fun starts as I am not aware of anything which as yet meets your requirements and hence you would need to develop from the APIs available to you.
Unfortunately at present the information on the JIRA Service Desk APIs is limited to non-existent. See https://developer.atlassian.com/jiradev/jira-applications/jira-service-desk/jira-service-desk-development-guide for more details.
Hope this helps -where it did and sorry that I was not able to provide much more on JSD APIs. There is an open ticket to get these published so maybe they will come out soon.
Has there been any additional information published out there pertaining to being able to pass a phone number from call initiated through CISCO Unified IP phone to JIRA Service Desk. The desire is to pass the phone number (assuming it also needs to pass a key value in case phone number is blocked) to JIRA Service Desk where this could be "popped" into a new ticket for our call center.
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