Sync Customer Messages into Jira Ticket Comments
Customer feedback flows directly into your tickets—your whole team sees the conversation without leaving Jira.
Trigger
New Message Received
Triggered in real time when your WhatsApp Business number receives an inbound message from a customer (text, media, location, or contact). Delivered via the Cloud API webhook.
Action
Add Comment
Adds a comment using atlassian document format (adf) for rich text to an existing jira issue.
Why this helps
A customer replies to you on WhatsApp but the ticket stays silent. Your team never sees the feedback, and you end up repeating context in comments manually.
- Team stays informed without checking WhatsApp
- Full conversation history in one ticket
- Reduces time spent copying messages manually
- Customer input is automatically timestamped in Jira
Setup
Build it in a few focused steps.
- 1Connect WhatsApp and Jira integrations to Notis.
- 2Create an automation with 'New Message Received' as the trigger and 'Add Comment to Issue' as the action.
- 3Give Notis your instruction: 'When a customer replies on WhatsApp, add their message as a comment to the matching Jira issue.'
- 4Choose your notification channel and test by sending a message from a customer contact.
Questions about this workflow
How does Notis know which Jira issue to comment on?
You can specify it in your plain-language instruction, like 'add to the issue that matches the customer's project' or 'add to issue ID 123.'
Can I format the message nicely in Jira?
Yes. The message is automatically formatted as a rich comment with the sender's name and timestamp.
Will private messages to you also be added?
You control this with your instruction. You can filter to only sync messages from customer channels or all conversations.
When this happens · Trigger
Do this · Action
Supported Triggers and Actions
Notis builds workflows that link Whatsapp to Jira. A trigger fires from one place; an action lands in another.
Whatsapp triggers
Jira actions
Message Status Updated
Triggers when a WhatsApp message status changes. IMPORTANT LIMITATION: WhatsApp Cloud API does not provide a native polling endpoint for message status. Status updates are ONLY delivered via webhooks in real-time. This trigger cannot directly poll the WhatsApp API for status updates. This trigger will return empty results as WhatsApp does not support this operation. To track message status updates, you must: 1. Set up a webhook endpoint to receive status notifications from WhatsApp 2. Store the webhook data in your own database 3. Use a different mechanism to query your stored webhook data For more information, see: - https://developers.facebook.com/docs/whatsapp/cloud-api/webhooks
Add Attachment
Uploads and attaches a file to a jira issue.
New Message Received
Triggered in real time when your WhatsApp Business number receives an inbound message from a customer (text, media, location, or contact). Delivered via the Cloud API webhook.
Add Comment
Adds a comment using atlassian document format (adf) for rich text to an existing jira issue.
Interactive Reply Received
Triggered when a customer taps a quick-reply button or selects an option from an interactive list message you sent.
Add Watcher to Issue
Adds a user to an issue's watcher list by account id.
Message Template Status Update
Triggered when the review status of a WhatsApp message template changes — for example approved, rejected, or flagged — on your WhatsApp Business Account.
Assign Issue
Assigns a jira issue to a user, default assignee, or unassigns; supports email/name lookup.
Bulk Create Issues
Creates multiple jira issues (up to 50 per call) with full feature support including markdown, assignee resolution, and priority handling.
Create Issue
Creates a new jira issue (e.g., bug, task, story) in a specified project.
Link Issues
Links two jira issues using a specified link type with optional comment.
Create Project
Creates a new jira project with required lead, template, and type configuration.
Connect any two apps with Notis in the middle.
Not just Whatsapp and Jira. Any combination from 985+ integrations.
When this happens · Trigger
Do this · Action
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