Uploaded image for project: 'Jira Service Management Cloud'
  1. Jira Service Management Cloud
  2. JSDCLOUD-9683

Voice notifications for alerts in Jira Service Management standard edition

    • 8
    • Our product teams collect and evaluate feedback from a number of different sources. To learn more about how we use customer feedback in the planning process, check out our new feature policy.

      Currently voice notification and sms notification is available in Opsgenie essentials edition with a limit, however voice notification is not present in Jira Service Management's standard edition (even though sms limit is) but only in the premium edition. 

       

      Since the Jira Service Management standard edition is meant to closely match the Opsgenie essentials edition. Suggestion is to provide voice notification to the Jira Service Management standard edition. 

            [JSDCLOUD-9683] Voice notifications for alerts in Jira Service Management standard edition

            Michael Faust added a comment - - edited

            Agreed, we are moving to a different product as $20/mo/user extrafor premium just for voice does not justify the additional cost when other platforms include this in their base offering, and Azure offers it for pennies per call. It's already bad enough that I need to upgrade a standard Jira user to a JSM user just to add them to an on-call support roll they do for one week a year.

             

            Just for comparison:
            Azure: $0.013 per call
            OpsGenie: $9.95/mo/user
            JSM: $48/mo/user

            If I had 10 notification calls per month and with one on-call person out of a pool of 20, here is the cost breakdown for an entire year:

            Azure: $1.30 (still $0.013 / call)
            OpsGenie: $2,388  ($20 / call)
            JSM: $11,520 ($96 / call)

            Why would I choose JSM? That cost is impossible to justify let alone get approved by upper management.

            Michael Faust added a comment - - edited Agreed, we are moving to a different product as $20/mo/user extrafor premium just for voice does not justify the additional cost when other platforms include this in their base offering, and Azure offers it for pennies per call. It's already bad enough that I need to upgrade a standard Jira user to a JSM user just to add them to an on-call support roll they do for one week a year.   Just for comparison: Azure: $0.013 per call OpsGenie: $9.95/mo/user JSM: $48/mo/user If I had 10 notification calls per month and with one on-call person out of a pool of 20, here is the cost breakdown for an entire year: Azure: $1.30 (still $0.013 / call) OpsGenie: $2,388  ($20 / call) JSM: $11,520 ($96 / call) Why would I choose JSM? That cost is impossible to justify let alone get approved by upper management.

            Tom Koby added a comment - - edited

            This is exactly why we have been building our new Omni-Channel for JSM app as a Forge app. Should be out next week. You will be able to be on a standard JSM license and do PSTN voice, VoIP, SMS, Video meeting, Video calling, Screensharing, Scheduling and more. All of it is natively integrated into Issues and Queues, and as soon as Forge becomes available for the Customer Object View, you'll be able to do outbound from there. Currently you'll need to go to the Issue View or the Interaction Panel to outbound call the customer. Also notable that there's a nice Slack & Teams app to go with it. 

            Tom Koby added a comment - - edited This is exactly why we have been building our new Omni-Channel for JSM app as a Forge app. Should be out next week. You will be able to be on a standard JSM license and do PSTN voice, VoIP, SMS, Video meeting, Video calling, Screensharing, Scheduling and more. All of it is natively integrated into Issues and Queues, and as soon as Forge becomes available for the Customer Object View, you'll be able to do outbound from there. Currently you'll need to go to the Issue View or the Interaction Panel to outbound call the customer. Also notable that there's a nice Slack & Teams app to go with it. 

            John Bui added a comment -

            If we're merging Opsgenie with JSM anyways, please consider rolling the tiers of Opsgenie into JSM's tiers anyways. It's confusing to keep the product lines halfway integrated and superficially segregated like this.

            John Bui added a comment - If we're merging Opsgenie with JSM anyways, please consider rolling the tiers of Opsgenie into JSM's tiers anyways. It's confusing to keep the product lines halfway integrated and superficially segregated like this.

            J Conners added a comment -

            Ridiculous in this day and age that you would withhold voice and sms notifications for a standard service desk subscription. Please get this implemented.

            J Conners added a comment - Ridiculous in this day and age that you would withhold voice and sms notifications for a standard service desk subscription. Please get this implemented.

            Thanks for posting this.

            I cannot use Opsgenie until this is introduced. The way pricing works with the phone calls only available on JSM premium, and that I would have to upgrade my whole team despite only 4 of 15 on-call, means I would be paying for premium licenses I do not need and wasting around $4,000USD per year in license fees.

            This cannot come son enough.

            Cheers

            David

            David Skinner added a comment - Thanks for posting this. I cannot use Opsgenie until this is introduced. The way pricing works with the phone calls only available on JSM premium, and that I would have to upgrade my whole team despite only 4 of 15 on-call, means I would be paying for premium licenses I do not need and wasting around $4,000USD per year in license fees. This cannot come son enough. Cheers David

              vwong@atlassian.com vwong
              vwong@atlassian.com vwong
              Votes:
              43 Vote for this issue
              Watchers:
              35 Start watching this issue

                Created:
                Updated: