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Support Agent Interface
The "Customer Card" plugin adds a button to the Jira agent toolbar:
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A separate plugin page where the Jira agent can quickly find, view, and add additional client user information who created a service request:
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Customer's Search
Use the drop-down list to find the required user in Jira. It also supports a quick search by the first characters of the customer's name or email address:
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Customer's Profile
The customer card displays a list of tasks that have been created on behalf of the selected Customer. The window contains buttons for fixing a request and viewing the history of requests from a client for a specific task:
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Additionally, the agent has the ability to create a request on behalf of this Client (using requests that can be made through the portal).
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In the Customer Card plugin, it is only possible to create a request on behalf of a user if that user is registered as a customer in Jira Service Management. If a user does not have customer status in Jira Service Management, requests cannot be created on their behalf using this plugin. This is a requirement due to access and permissions limitations within Jira Service Management, ensuring that only verified customers can submit and manage support requests. Note: To enable request creation for a Jira user, ensure they are added as a customer in the Jira Service Management project where the request will be logged. |
Request History. The Agent can view all tasks that have been created from the organization associated with the Client (provided that such tasks can be viewed at the organization level):
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You can also view the list of CMDB objects that are associated with a given user (if any exist in Insight).
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Add Incoming Call
Possibility to manually add incoming customer calls to the selected issues:
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History of Incoming Calls
View the history of incoming calls for selected issues:
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Click on the button to open a pop-up window with the Call History of the selected issues.
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Adding Phone Numbers
In the configuration section, it is possible to add phone numbers for all existing customers in Jira.
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Easy import and export of all customers in CSV format for bulk adding and editing of phone numbers.
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VoIP Integration
You need to set up integration with your VoIP solution. The following connections are available: