The CallCenter for JIRA Service Desk is an add-on available for JIRA Server that allows Service Desk customers to call in to the Service Desk in order to report an issue. After configuring the add-on and purchasing one or more phone numbers from a third-party provider like Twilio, callers can follow voice prompts using their telephone keypad to provide the fields needed in order to open any request type supported by your Service Desk. Depending on the way CallCenter for JIRA Service Desk is configured, callers will then be placed into a phone queue to wait for the next available Service Desk agent or they will be told that someone will contact them soon.
Through fields added to the View Issue screen or on the new CallCenter Log screen, Service Desk agents can answer a call that is in the phone queue, join a call that is already in progress with another agent, or call the customer back at a later time via the provided callback number.
Who is the target audience?
This add-on is used by Service Desk agents to facilitate communication with customers, and by customers to provide another easy way in which to report issues.
Customers can call in to the Service Desk to report issues.
Calls are recorded and transcribed.
Service Desk Agents can answer an incoming call that is waiting in the phone queue, join a call that is in progress with another agent, or call the customer back later.
For security purposes, "known callers" have provided one of more phone numbers in their User Profile to identify themselves. The Service Desk can be configured to ignore or accept "unknown callers" who have not provided a phone number in their User Profile.