Check Jira Service Management Request Status on WhatsApp
This recipe lets customers check their Jira Service Management request in chat, without waiting for someone to look it up. Part of connecting Jira Service Management to WhatsApp and AI chat.
What happens today
A customer who raised a problem last week messages on WhatsApp to ask what is happening. Someone on your team opens Jira Service Management, searches for them, reads the thread and types a reply. Many of these chats are only status checks, and they take time away from the cases that need work.
The flow that works
- AeroChat asks for the email the customer used, and their request number if they have it.
- It searches Jira Service Management for that customer’s requests.
- It tells them the status of the open request and a short summary of the last reply from your team.
- If they add new details, it adds them to the request.
- If they want to speak to someone, it hands the conversation to your team with the request number.
The recipe
Copy this into AeroChat
When a customer asks about a support request they already raised, follow these steps.
- If they give a request number, ask for the email they used too. If not, ask: “Which email did you use when you contacted us?”
- Find the requests in our service project raised by that email. If they gave a request key, look up that request.
- Only share a request if the customer’s email on it matches the email they gave you. If nothing matches, say you could not find it and offer to open a new one.
- If they have more than one open request, list the subjects and ask which one they mean.
- Tell them the current status shown on the request in plain words. For example, Waiting for support means our team is working on it, Waiting for customer means we need something from them, Resolved means we have marked it as done (example statuses).
- Summarise the last reply from our team in one or two lines. Never share internal notes.
- If they add details, add them to the request as a public comment that starts with “Customer added in chat”.
- If they ask for a person, or the request has had no reply from us for three working days (example), hand the conversation to our support team with the request number.
Do not promise a fix date that is not written in the request. Reply in the customer’s language.
Change the status names and the three-day limit to the ones your service project workflow uses before you paste it.
What to connect
- Jira Service Management. An agent on your service project creates an API token in their Atlassian account settings. Paste the token, their email and your site address in when AeroChat asks.
After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect Jira Service Management, 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 statuses AeroChat shares, and the words it uses for each.
- How a customer shows the request is theirs.
- When a status check becomes a handover to your team.
The result to expect
Customers get an answer about their case in the same chat, at any hour. Your team spends less time on “any update?” messages and more on the open cases.
Measure it with your own numbers: status questions answered in chat without a handover, and your team’s first reply time on open requests, for a month before and after.
Next: raise requests from support chats.
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.
Let customers check their own requests
Paste the recipe, add your Jira Service Management API token, and ask about a test request in the chat.