Connect Jira Service Management to WhatsApp, Instagram, TikTok and AI Chat
Customers message you on WhatsApp, Instagram, Messenger, TikTok, Telegram, web chat or email, but your support cases live in Jira Service Management. AeroChat answers those conversations, looks up a request’s status when a customer asks, and opens or updates the request with what the customer said. It connects through Jira Service Management’s public API. You describe the workflow in your own words, and AeroChat builds it.
What you can do with Jira Service Management and AeroChat
- Check request status in chat. When a customer asks about their case, AeroChat finds the request by their email or request key and tells them where it stands.
- Raise requests from support chats. When a problem needs your team, AeroChat raises a request of the right type on the customer’s behalf and tells them what happens next.
- Add follow-ups to an open request. When a customer sends more details, AeroChat adds them to the request as a comment, so the agent sees one thread.
- Add new customers to the service project. AeroChat creates the customer record when someone new raises a request in chat.
- Pick the right request type. AeroChat asks the questions that decide whether it is an incident, a service request or a question (example types).
Works on every chat channel
Your customers message you wherever they already are. The same Jira Service Management connection and the same workflows run on every channel AeroChat supports, and Jira Service Management stays the record whichever one they use.
| Channel | What your customers can do |
|---|---|
| Message your WhatsApp Business number to check a request, add details to it or raise a new one. Voice notes are transcribed, so a spoken request works too. | |
| Send the same requests by direct message. A comment on your post can get an automatic reply that moves the conversation to a DM. | |
| Facebook Messenger | Send the same requests to your Facebook Page. Comments on your Page posts can get an automatic reply too. |
| TikTok | Send the same requests by TikTok direct message or TikTok Shop buyer chat. Both arrive in the same TikTok inbox. |
| Telegram | Send the same requests to your business on Telegram. |
| Web chat | Do the same from the chat on your website, without leaving the page. |
| Write to your Gmail or Office 365 address and get the same answer the chat gives. |
How the connection works
AeroChat connects through the public Jira Service Management Cloud REST API. It reads and writes customer requests and their comments, lists request types, and creates customers in a service project. Each workflow uses only what its recipe asks for.
To connect, an agent on your service project creates an API token in their Atlassian account settings and copies it. Atlassian’s API authentication guide covers the steps. Paste the token, the agent’s email and your Atlassian site address into the AeroChat dashboard when AeroChat asks.
You describe the workflow in your own words. AeroChat builds it as a draft, works out which Jira Service Management calls it needs, and asks you to connect. Keys and credentials are entered in the AeroChat dashboard and never pass through the conversation.
Workflows to copy
Copy this into AeroChat
When a customer asks about a request they already raised, ask for the email they used and the request key if they have it (for example SUP-123). Find their requests in our service project. Tell them the current status of the most recent open one and summarise the last public comment from our team in one or two lines. If they add details, add them to the request as a public comment.
Copy this into AeroChat
When a customer reports a problem, ask for their name, email and a short description. Ask the questions that decide 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. Tell them the request key and that our team will reply within one working day (example), then hand the conversation over.
More workflows you can run on WhatsApp are on the WhatsApp workflows page.
Who uses it
Any business that runs customer requests through a Jira Service Management service project can use it. IT service providers, managed service companies, software firms and suppliers that support business customers are typical users. AeroChat lets their customers raise and check requests from chat, while the service project stays the place where the work happens.
What stays in Jira Service Management
Jira Service Management stays your record. Requests, customers, request types, queues, SLAs and reporting live there, and your agents still work and resolve the requests.
AeroChat handles the conversation. It looks up, opens and updates the requests your recipe asks for and leaves the rest to Jira Service Management and your team.
Questions
Does AeroChat work with Jira Service Management?
Yes. AeroChat connects through Jira Service Management’s public API with an API token from an agent account on your service project.
Can customers check a request on WhatsApp?
Yes. AeroChat finds the request by the customer’s email or request key and tells the customer its status in the chat. If they add details, AeroChat adds them to the same request.
Do I need a developer?
No. You describe the workflow in your own words, create an API token in your Atlassian account and paste it in, and switch it on. AeroChat builds the Jira Service Management connection from your description and shows a checklist of what is left to do.
Which plan do I need?
Workflows via Skills are on every plan. Choose by message volume: Starter covers 500 AI responses a month and 3 seats, Growth covers 2,000 responses and 10 seats and adds payment links and broadcasts, and Advanced covers 5,000 responses and 25 seats.
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.
Connect Jira Service Management and try it
Paste the first recipe, add your Jira Service Management API token, and ask about a test request in the chat.