"Send SMS feature

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In connection with our customer projects, we have experienced demand for a feature in Jira Service Desk. Specifically, the request is to make it possible for service desk agents to send an SMS.

Naturally, we have responded to the demand by developing a brand new functionality that allows JIRA Service Desk agents to send SMS messages through a dialog directly in Jira. After entering the country code, phone number and message, an SMS is sent directly to the phone number regardless of where in the world the person lives. If the message is sent correctly, a comment is automatically added to the issue that an SMS has been sent to that phone number. When an SMS is sent, the SMS provider will receive information about which Jira Service Desk it was sent from, so an overview of SMS costs per Service Desk can easily be created.

This feature is an example of how business value can be delivered quickly. The next step will be to expand with a range of additional functionalities.

The functionality developed in @scriptrunner is a good example of how this add-on can be used to solve a wide range of challenges. Their in-line editor allows us to write scripts that extend the functionality of JIRA to customize the platform to each company’s specific needs. https://gatewayapi.com is used as a supplier for sending SMS messages

If you would like to have this feature button included in your service desk or as an add-on to the marketplace, please contact us for a demo or more information.

Through our customer projects, we became aware of a demand regarding a feature in Jira Service Desk, which was not yet developed. Specifically, the demand concerned an SMS-feature in which it would be possible for the Jira Service Desk agents to respond to service requests in the format of an SMS.

We, of course, listened to this demand, and have from this idea developed a new function button. This enables Jira service desk agents to send SMS messages through a dialog box directly in Jira. Upon inserting your country code, phone number, and message, the SMS will dispatch directly to the concerned phone number. At dispatchment of the SMS, the message will contain information regarding which Jira service desk it was sent from. This way it is easy to gain an overview of the cost surrounding the SMS per service desk.

This feature is a great example of how our developers are able to generate value for our customers’ businesses. The next step will be to expand the feature even further, with a number of additional functionalities.

The current overall functionality is developed in @scriptrunner, and nicely illustrates how many challenges can be solved therein. Scriptrunner’s in-line editor allows us to write scripts that expand the functionalities of Jira so that the platform adapts to each business and its specific needs. https://gatewayapi.com is used as the supplier for the dispatchment of SMS messages.

Are you interested in integrating this SMS feature button in your service desk? Or do you want it as an add-on for the marketplace? Then do not hesitate to contact us, for a demo or more information.