Control new ticket creation from WhatsApp

Owned by Iryna Ihnatiuk
Last updated: Nov 22, 2024 by Derya Özdemir
2 min read

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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:

On this page:

Prerequisites

Steps

  1. Click Project Settings > Chat for JSM > Integrations > WhatsApp Business.

  2. Locate the section titled Manage Jira Issues.

    image-20241122-100354.png

  3. 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.