The Salvation Army`, a charitable organization in Australia, reached out to `Twilio` and `Atlassian` for help with their contact centre volumes during the bushfire and coronavirus crises. With pressure piling on, Twilio's team designed a simple solution using Atlassian's Jira Service Desk plugin framework, enabling staff to send and receive SMS messages within the dashboard. The initial solution was straightforward but didn't scale with the organization's growth. A second version of the plugin was built by Twilio and Atlassian teams, which sent SMS messages associated with tickets, logged them in ticket comments, received incoming SMS messages and attached them to relevant tickets as comments, and was secured with JWTs. The new plugin helped support The Salvation Army during both crises, facilitating communication between staff and people in need.