Ping Phone SMB

At Lids, we successfully transitioned from Zendesk to Jira Service Management (JSM) in early Summer 2025. One feature that JSM initially lacked, and which nearly kept us from moving away from Zendesk, was integrated softphone functionality. However, as beta testers of the new Ping Phone SMB application by PingPilot, we found that it has effectively addressed our need for seamless voice integration. Our implementation is straightforward and efficient. When our support team members call our dedicated support number, PingPilot checks for any tickets recently opened or closed under their phone number. If relevant issues are found, PingPilot asks whether the call concerns any of these previously reported matters. If not, the caller remains on the line for a configured period; once this time elapses, they are given the option to hold or leave a message. Any message left is then transcribed and automatically converted into a ticket within JSM. The PingPilot team has been responsive and collaborative, making several adjustments based on our feedback. Their support throughout the process has been greatly appreciated. I enthusiastically recommend considering this solution if seamless voice integration is a priority for your organization as well. I understand that transitions like these can be challenging, but our positive experience with PingPilot has made the process smoother and more effective. Thank you for considering our experience. Please feel free to reach out if you have any questions or would like more details about our implementation.