Overview
This page contains answers to the most frequently asked questions about the CallCenter for Jira Service Desk app.
FAQs
What languages does the app support currently?
Currently, the app supports only English.
Is the recording of an answered call attached to the request?
Using CallCenter for Jira Service Desk, you can have a start time of the answered call and attach a copy of the call recording to the ticket in MP3 format (in the attachments).
How can the CallCenter app improve the work of the service desk agents?
Triage support calls alongside standard tickets. (Any agent can then easily return the call (or even join an active call) with the simple push of a button!)
* Agents can click to answer a live call, join an in-progress call, or call the customer at a later time.
* Agents can view the customer's recent service desk requests to provide better support. Once the agent clicks on the Call customer now or Join Call option.
What will happen when a customer is calling?
Callers can follow the 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 are then placed into a phone queue to wait for the next available Service Desk agent or they are told that someone will contact them soon.
Is it possible for the customer to speak with service desk agents when they called?
Yes, customers can speak with the service desk agents. 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
Can we use existing phone numbers/Twilio numbers?
No, one cannot use any existing phone numbers. You need to buy a Twilio number through the Call Center app.
How can an agent navigate to a call log?
iI the left sidebar, you can see the CallCenter Log option to which you can navigate to check the logs.
How can a customer add their phone number?
Navigate to profile screen → Configure your phone settings and add the phone number. If you want the agent to call back, check the Callback number field.
How can the app improve the work of the service desk agents?
Using the app, the agent can triage support calls alongside standard tickets. Any agent can then easily return the call (or even join an active call) with the simple push of a button.
* Agents can click to answer a live call, join an in-progress call, or call the customer at a later time.
* Agents can view the customer's recent service desk requests to provide better support.
Will something pop-up for the service desk agent?
No, Nothing will pop-up for the service desk agent.
How does the Add-on work with custom fields and their content?
CallCenter for JSD app allows the customer to submit the request by dialing in. If the service desk requests form has any field (like select dropdown, radio button, etc) which has content in the form of options. As long as those fields are marked as required, the customer would be able to select those options by pressing the button.
How could an agent answer a customer call?
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.
Are the costs for the numbers placed by Twilio?
Yes. The cost of the numbers is charged by Twilio.