The first time a customer accesses the customer portal of a CallCenter-enabled service desk, a message will appear to encourage them to supply their phone number. The phone number is used to identify the caller by name when the service desk receives an incoming call. Each phone number must uniquely identify a particular customer.

Adding a Phone Number

To add a phone number, click the user avatar image in the top right corner of the screen and choose Profile.

On the Profile screen, click Configure your phone settings.

The following screen will appear:

To add a phone number, type it into the field provided. If the number isn't accepted, please retype it using the international format (+1 555-555-5555). If you want an agent to be able to call you back, select the Callback Number checkbox. Click Add to save your phone number.

Multiple phone numbers can be supplied. When an agent attempts to call you, the system will dial each Callback Number until someone picks up.

PIN Code

If the CallCenter for Jira Service Management's configuration is set to require a PIN when a customer calls the service desk, the PIN code is shown on this page.