FAQs for Call Center for Jira Service Desk (Internal)


This page contains answers to the most frequently asked questions about the Call Center for Jira Service Desk app.


 Is the app available on Cloud?

No. There is an existing improvement ticket  CFJSD-38 for this request.

 What are the current languages the app supports ?

Currently, the app supports only the English language. We have an improvement ticket CFJSD-37 for this request.

 Is support for SIP available in this app?

No. We have an improvement ticket CFJSD-35 open for this request.

 Is the recording of an answered call attached to the request?

Yes. The file is being attached to the ticket in MP3 format.

 Debugging instructions

Follow the steps below to debug the issue:

  1. Clear plugin cache by deleting JIRA_HOME/plugins/.bundled-plugins and JIRA_HOME/plugins/.osgi-plugins (two folders only) . Stop and Restart of the Jira instance is required. 
  2. Make sure that JSD is installed prior to this app installation.
  3. The best practice is to install the app directly from the Administration > Find new apps.
 Can I switch off the voice prompts?

As we cannot integrate existing voice prompts with the app, we cannot switch off the voice prompts.

 Can I use existing phone numbers from our providers?

No; any regular provider number cannot be used with this app.

 Can I use existing Twilio phone numbers ?

No; one needs to purchase new Twilio phone numbers. We have an improvement ticket CFJSD-64 for this request. 

 Will I be able to call back the customer using phone number from Jira profile?

Yes, this is possible. However, phone numbers associated with AD profile will not work.

 Are workflow for the agent and the customer same?

Yes. Workflow is the same for both. We can also customize the statuses for the customer view.

 Will a pop-up appear to service desk agents on receiving a call?

No. Agent needs to check the JSD queues to see various call options like Call Customer, Join Call, Answer Call.