Omnilink Introduction

What is the problem?

Jira Service Management does not provide solutions out of the box for multichannel support (messengers: WhatsApp, Viber, Telegram, Facebook, Apple Messages for Business etc).

Companies have to use different software for different channels, it’s difficult or even impossible to follow SLA, analyze customers’ problems in one place, and use AI to help solve customers’ problems.

Problem example: An E-commerce company uses Jira Software (for developers) & Jira Service management (for customer service: internal & external).

Addressed questions:

  • How in one system (Jira) collect customers’ requests from different sources: Email, WhatsApp, Telegram, Viber, Facebook Messenger, and Apple messages?
  • How to organize customer support in one place without new software or new interfaces in exsiting solution?
  • How to follow SLA and deliver answers ASAP?
  • How to analyze customers’ requests and use AI to help get answers faster?
  • How to save your budget by not buying extra SaaS for different request sources?

Solution

Use enterprise-level ITSM — Jira Service Management, the market leader, and provide a App to aggregate all customer requests/reviews/questions from different sources in one professional ITSM and organize smooth customer support with SLA controlled by ITSM.

The plugin provides two-way communication: Omnilink (Telegram|Viber) <> Jira Service Management. ITSM does the rest.

Installation

  • Atlassian Jira, go to the Apps menu and click on Explore more apps.
  • Search for Omnilink and click on the app.
  • Click on Try it free.
  • When it’s installed you can continue to configure the Omnilink App.

Configuration

You can always change the configuration of the Omnilink App. Go to the Apps menu and click on Manage your apps. Search for Omnilink and click on the app. Click on Configure button.

Telegram

You already have a Telegram Chatbot

Step 1. Connect to @BotFather

To connect to BotFather, search for @BotFather in the Telegram app and click on the result to start a conversation.

Step 2. Send /token command to @BotFather

The command will return your chatbot authorization token.

Step 3: Copy and paste the token into the Token field

You don’t have a Telegram Chatbot

Step 1. Open the Telegram app

To create a Telegram bot, you'll need to have the Telegram app installed on your computer. If you don't have it already, you can download it from the Telegram website.

Step 2. Connect to @BotFather

BotFather is a bot created by Telegram that allows you to create and manage your own bots.

To connect to BotFather, search for @BotFather in the Telegram app and click on the result to start a conversation.

Step 3. Select the New Bot option

In the conversation with BotFather, select the "New Bot" option to start creating your new bot. @BotFather will guide you through the rest of the process.

Step 4. Copy and paste the token into the Token field

@BotFather will show your chatbot authorization token after the creation process is complete.

Viber

You already have a Viber Chatbot

Step 1. Find your Viber Chatbot token

The authentication token is generated upon bot creation and can be viewed by the account’s admins in the “edit info” screen of their bot or on the Viber Admin Panel.

Step 2. Copy and paste the token into the Token field

You don’t have a Viber Chatbot

Step 1. Applying for a Chatbot

Since 5.02.24, Viber bots can only be created on commercial terms. Find out how to apply for a chatbot in Rakuten Viber here.

Step 2. Find your Viber Chatbot token

The authentication token is generated upon bot creation and can be viewed by the account’s admins in the “edit info” screen of their bot or on the Viber Admin Panel.

Step 3. Copy and paste the token into the Token field

General configuration

Step 1. Service Management project.

Select the Service Management project where you want to receive messages from Telegram or Viber.

Step 2. Default priority.

Select the priority you want to assign to new messages from Telegram or Viber.

Step 3. Default request type.

Select the request type you want to assign to new messages from Telegram or Viber.

Step 4. Resolution status.

Select the resolution status.

A resolution status serves as an indicator for the App to close the channel between a customer and a Jira ticket. When the ticket’s resolution status matches the one configured on the settings page, any new messages from the same customer will no longer be added as comments to the existing ticket. Instead, a new ticket will be created for these messages.