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  • You must have the WhatsApp integration enabled. When you enable the integration, the related settings will replace the previous integration configurations, allowing you to use the feature.

Configuration steps

  1. Access the project settings by following the steps described above.

  2. Locate the section titled Manage Jira Issues.

    image-20240411-143845.png

  3. Utilize the dropdown to select the specific Jira statuses (e.g., Closed, Resolved, Done) that will trigger the creation of a new ticket upon receiving a new message from the same WhatsApp user.

Note

Here are some important considerations:

  • A user can only have one active issue at a time. All new messages from this user will be added as comments to this active issue.

  • If the user's active ticket transitions to one of the chosen statuses you've selected, a new message will trigger a new separate ticket.

  • If you, as As an agent, open the existing ticket, you can reopen tickets and add comments there, but any new messages from the customer will be added to that last opened ticket.