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I couldn't connect WhatsApp Connector for Jira (Twilio) to get tickets


I'm trying to work with WhatsApp Connector for Jira (Twilio) extension but it doesn't work.

I went over the guides they mentioned in their documentation but still not be able to get a ticket when someone send the business number a message.


Can anyone help me with that? screen share will be perfect if it's possible 




5 answers

Hello @Muhamad Laham ,
Sorry you faced such issues, but some reasons arise on why you're not receiving a new ticket in your JSM project.

  1. The number added to the configuration page where you link your whatsapp number to your JSM project is the wrong number (which this was Your Case and you did solve it later on)

    For More info on how To get your Phone number please click HERE
  2. The request type selected is in wrong format, in order for a request type to be created by WhatsApp it needs to have the following fields at least:
    1. Summary (required) and only the summary field needs to be required
    2. Description (non required)
    3. Attachment (non required)
      for more info Please click HERE
  3. The Webhook of the post method was not set to our add-on which will not send us any new WhatsApp messages you receive hence you won't receive any new tickets in Jira the Webhook need to be set to .

    For Trial users:


    For Production users:

    For more info about how to set your webhook please click HERE

Hope that helped and if any other question arises please submit a ticket and our dedicated team will assist you to solve your issue.

Best Regards!

0 votes
Nourhan Gamal - Infosysta
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
Oct 25, 2022

Hello @Muhamad Laham , Are you still facing an issue with WhatsApp Connector for Jira? Could you please submit a ticket and our dedicated team will assist you to solve your issue?

Hi @Muhamad Laham , 

Have you been able to solve your issue? We have a great live chat app for Jira Service Management that supports integration with WhatsApp and doesn't require 3rd party software. If you are open to considering new apps, please take a look at Chat for JSM by Appfire, it should meet your needs. 

Let me know if you'd like to discuss it in detail.

Hi Muhamad,


Hope all is well.  I cant help you with Whatsapp connector, but I can help you with OmniChat for Jira which integrates whatsapp or sms into Jira.

The marketplace app Omnichat for Jira Service Management  is the answer


It provides SMS and WhatsApp integration

It is also powered by the biggest API global leader Infobip.

Atlassian recently released a Success Story on Infobip

@Malina Bičvić , thanks for your reply, I'm trying to find a solution where I don't need to use a code, what I need is to provide my customers a WhatsApp number where they can reach us to support them, and once they send a message, a ticket should be opened in the JSM 

Like Malina Bičvić likes this

Yes what you have mentioned is the use case that OmniChat fits.  A whatsapp number is provided to your clients and they can reach you via that number and a ticket is created wihin Jira, please see below

If you would like I can help you as I can show you a demo of OmniChat.  

If you like you can send me an email :)

Thanks @Malina Bičvić , I'll contact you via email

Like Malina Bičvić likes this
0 votes
Tansu Akdeniz
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Aug 08, 2022

Hi @Muhamad Laham 

It could be better to reach Vendor by creating a support ticket with detailed info.

@Tansu Akdeniz , they aren't reponding 

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