Webhooks coming soon to JIRA download – full details in JIRA Webhooks: leave us your URL and we’ll call you back. If you are an OnDemand customer you can use this today. In this article we will explore how a customer service team can resolve requests faster by updating customers of issue progress using SMS. This customer service team uses JIRA and GreenHopper to manage all customer requests, and with the introduction of Webhooks in JIRA 5.2 they have extended their workflow to integrate with a third-party SMS service. Why SMS customers?! Instant gratification makes people happy. The faster the team can update a customer and let them know of a proposed solution, the happier the customer is. And we all want happy customers! If you are not familiar with using JIRA and GreenHopper to manage a service desk add a calendar reminder to watch Scaling a Global Support Team to Resolve 1,500 Requests a Week Using Kanban and GreenHopper. In that presentation from Summit 2012 Chris LePetit of the Atlassian Support Team gives a great overview of how they implemented GreenHopper and Kanban for tremendous gain. Anyway, on with the story, how did this team lower the time to resolution? Let’s take a look. Okay, so there are a couple of moving pieces in that video. We’ve got JIRA 5.2 and GreenHopper 6, plus third-party services Zapier and Twilio: Zapier is the link that ties JIRA and Twilio together. You can use Zapier for any number of things as they support hundreds of applications. Twilio provides the SMS service. You can also use Twilio to receive SMS’s (for instance, update the issue via SMS) and Voice services. Now, the steps to put this workflow together: Requirements Make sure you have JIRA 5.2 and GreenHopper 6 installed. Sign up for trial accounts for Zapier and Twilio. Create your first Zap A Zap is the piece in Zapier that links JIRA to Twilio. We will create a Zap with the JIRA web hook on the left and Twilio on the right as the flow is from left to right. What we pass in on the left from JIRA will be sent through to the application on the right, Twilio. A web hook is a URL that an application can send information to, or receive information from. With web hooks we automate the sharing of information between applications. Above we have configured the web hook to use the “Hook” trigger and Twilio to use the “SMS” action. When you are ready press “Create the Zap”. Congrats, your first Zap has now been created! Create a new Webhook Copy the web hook URL of your Zap from Zapier: Now, switch over to JIRA and find Webhooks under JIRA Administration. Tip: you can use the ‘gg’ keyboard shortcut anywhere in JIRA to bring up Administration functions, then simply search for ‘webhooks’ and press enter. You will be taken to the Webhooks page. We need to give the web hook a name, and paste in that URL that we got from Zapier. There are other options [...]
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