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Jira tickets created through WhatsApp chats initially have Anonymous Chat User as the Reporter. This occurs because the system cannot directly link a customer (even if they exist in your service project) to their WhatsApp account. However, we can retrieve the user's name and phone number from their WhatsApp account information.
This documentation explains how to capture this information for better reporting and tracking.
Finding user information
Access the Chat information section on the Chats page. This section will display the retrieved user name and phone number.
Capturing user information in a custom field
Additionally, you can copy the WhatsApp user name or phone number to a custom field using Jira Automation.
Create a Jira custom field (text type).
Go to Project settings > Automation > Create rule.
Configure the Jira Automation rule as shown in the provided screenshot.
To fetch the metadata, use the following smart value for user name:
{{issue.properties."com.spartez.supportchat.chat.metadata"."username"}}or phone number:
{{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.
Note that the data must be copied to a text field and cannot be used in the Reporter field since there is no user email.