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Jira tickets initiated using created through WhatsApp chats initially have “Anonymous Anonymous Chat User” User as a the Reporter. This is happening because occurs because the system cannot directly link a customer (even if it exists they exist in your service project) cannot be connected to a their WhatsApp useraccount. However, we can retrieve the user's name and phone number from their WhatsApp account information.

This information is visible under the “Chat information” documentation explains how to capture this information for better reporting and tracking.

Step 1: Find the user information

1. Access the Chat information section on the Chats page

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1. . This section will display the retrieved user name and phone number.

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Step 2: Capture the user information in a custom field

Additionally, you can copy the WhatsApp user name or phone number to a custom field using Jira Automation.

1. Create a Jira custom field (text type).

2. Go to Project settings → > Automation → > Create rule.

3. Configure the Jira Automation rule like this:as shown in the provided screenshot.

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4. To fetch the metadata, use the following smart value for user name:

   Code Block
   {{issue.properties."com.spartez.supportchat.chat.metadata"."username"}}

   • or phone number:

     Code Block
     {{issue.properties."com.spartez.supportchat.creator.identity"."value"}}

That’s it. You can now search and filter your tickets based on the custom field, improving reporting and gaining better insights into your customer interactions.