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This page is about Chat for JSM Cloud. Using Server or Data Center? Click here. |
You can define specific Jira statuses that, when reached by an existing ticket from a user, will trigger a new ticket to be created when a new message is received from that same user via WhatsApp. This is beneficial for scenarios where the user's initial issue might be resolved, but they have a new concern requiring a separate ticket.
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You must have the WhatsApp integration enabled.
Steps
Access the Click Project Settings > Chat for JSM > Integrations > WhatsApp Business.
Locate the section titled Manage Jira Issues.
Utilize the dropdown to select the specific Jira statuses (for example, Closed, Resolved, Done) that will trigger the creation of a new ticket upon receiving a new message from the same WhatsApp user.
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