Is this scenario possible?

[jinjeno]

Hi, we are planning to integrate Jira into 3CX.

As for our use case, is this possible?

When a call comes in:

1. 1. If the caller is known
      1. Create a Jira ticket
      2. Auto populate the ticket with customer info in the reporter and phone number fields
      3. Popup the information of the customer during the call as well as other open tickets associated with the customer
   2. if the caller is unknown
      1. Create a ticket
      2. Auto populate the ticket with generic customer user info in the reporter field and the phone number of the caller in the phone number field
      3. Ensure in whichever manner possible that during the triage process, the agent creates a new customer profile in CRM and links it to the ticket

 

[edossantos]

3CX lets you integrate with external systems by creating a template. You need to follow this guide to do it:
https://www.3cx.com/docs/crm-integration/

The template lets you trigger REST API calls in the following cases:
1) When the call is received by 3CX. In this case, you only have the caller's number, and the call direction (inbound / outbound). You can do the contact lookup here, and return the contact details to 3CX. This information will be passed on to the Web Client or Desktop App. You can also create a ticket here, after doing the contact lookup, using a chained scenario. As you already did the contact lookup, you will have the contact details in variables that you can use to create the ticket. Also here, when the contact is not found, you can create a contact in your system, and then a ticket associated with this newly created contact.
2) When the call ends. In this case we execute the "ReportCall" scenario, including all the details of the call (origin, destination, details of the agent that handled the call, duration, etc.). But from what you describe, you wouldn't be using this, as you will create the ticket in the first step.