Control new ticket creation from WhatsApp

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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.

On this page: 1 Prerequisites 2 Steps 3 Important considerations

On this page: 1 Prerequisites 2 Steps 3 Important considerations

Prerequisites

You must have the WhatsApp integration enabled.

Steps

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.

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