JIRA Service Desk Multi-channel Support Automation

Enrich tickets with customer data from your CRM apps
Enable customers to reach you in multiple ways
Automatically respond with relevant articles

What the app does

Enable customers to reach you in multiple ways Enable customers to reach you in ways that’s convenient to them. With this automation customers can interact with your helpdesk via SMS (via Twilio), Email, ServiceDesk Portal, or through your sales rep/accounts manager (via Salesforce) and have tickets created directly in JIRA Service Desk.

Enrich tickets with customer data from your CRM apps Often the ticket coming in does not contain the rich information about the customer available in CRM apps. This automation gets data from Salesforce to enrich the ticket, helping your reps better prioritize the tickets. It provides support for custom fields in Salesforce, enabling you to pull any information from Salesforce related to the customer.

Automatically respond with relevant articles Resolve tickets faster by automatically searching for relevant articles in Confluence based on information provided in the ticket and responding back to the customer.

Further customize the automations Customize these standard workflows further to suit your business needs. It works with custom fields in JIRA Service Desk and Salesforce to help address any custom workflow needs. Include any additional apps you use into the standard automations to build an integration that bridges data across your departments.

About Workato

Workato, recently named a leader in integration platform for dynamic integrations by Forrester Research and a Cool Vendor by Gartner, is an enterprise-class, DIY integration and automation platform that is trusted by over 15,000 businesses. With Workato you can integrate JIRA, Service Desk, Confluence, Hipchat to 1,000+ business apps.

For more information visit https://www.workato.com