Raise Jira Service Management Requests from WhatsApp Chats
This recipe makes sure every support case raised in chat ends up in Jira Service Management, with the details your team needs to work on it. Part of connecting Jira Service Management to WhatsApp and AI chat.
What happens today
A customer explains a problem on WhatsApp. The person replying copies parts of it into Jira Service Management, or means to and forgets. The agent who picks it up asks the customer to explain again. Cases raised in chat go missing from your queue and your reports.
The flow that works
- AeroChat answers what it can from your knowledge base.
- When the customer still needs your team, it asks for their email, order number and a short description.
- It checks Jira Service Management for an open request about the same problem, so a repeat message updates that request.
- It picks the request type and raises the request on the customer’s behalf, adding them as a customer if they are new.
- It tells the customer the request number and what happens next, and hands the conversation to your team.
The recipe
Copy this into AeroChat
When a customer reports a problem with an order or a service, follow these steps.
- If our knowledge base answers the question, answer it and stop there.
- If the customer still needs our team, ask for their name, the email they want replies sent to, their order number if there is one (example), and a short description of the problem.
- Find open requests in our service project raised by that email. If one is about the same problem, add the new details to it as a public comment instead of raising a second request.
- Otherwise choose the request type: Incident if something has stopped working, Service request if they need something set up, Question otherwise (example types). Raise the request in our service project on behalf of their email, adding them as a customer if they are new, with a one-line summary and the details in the description.
- Set the priority to Urgent if they say the problem stops them using what they bought, or mention a safety issue (example rule). Otherwise use Normal.
- Tell them the request number and that our support team will reply within one working day (example), then hand the conversation over.
Ask for each detail once. Write the summary in the customer’s words. Reply in the customer’s language.
Change the request types, priority rule and reply time to the ones your service project uses before you paste it.
What to connect
- Jira Service Management. An agent on your service project, with permission to raise requests on behalf of customers, creates an API token in their Atlassian account settings. Paste the token, their email and your site address in when AeroChat asks.
- Your knowledge base. Upload your product, delivery and returns details to AeroChat so it can answer before it opens a request.
After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect Jira Service Management, add your knowledge base, then switch it on. If it built the connection from Jira Service Management’s public documentation, the checklist asks you to check it once against the current docs.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
What you still decide
- Which details AeroChat asks for, and which Jira Service Management fields and tags it fills.
- When a case is urgent.
- The reply time it promises, and who gets the handover.
The result to expect
Every case raised in chat is in Jira Service Management with the customer’s details and a clear summary, without anyone typing it. Agents start work without asking the customer to repeat themselves, and chat shows up in your support reports.
Measure it with your own numbers: requests created from chat, and how often an agent has to ask the customer for missing details, for a month before and after.
Next: check request status in chat.
Works on every chat channel
This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, the chat on your website and email, with the same Jira Service Management connection behind it. See what each channel does on the Jira Service Management integration page.
Send your first chat case to Jira Service Management
Paste the recipe, add your Jira Service Management API token, and report a test problem in the chat.