Somebody reports a bug in a conversation. The fix belongs in Jira, where your developers look — not in a note somebody will copy over later. One key reaches both sides: the channel the message arrived on, and the Jira project it should become an issue in.
What you need
- Jira connected on the rooms page: an API token with the site and the address it belongs to, pasted once.
- A connection_id from GET /jira/v1/connections, and a project_id from GET /jira/v1/connections/{connection_id}/projects.
- The conversation itself, from whichever channel API it arrived on — or a room, where it already is.
Open the issue
curl -X POST https://makehybrid.com/jira/v1/connections/$CONNECTION_ID/projects/$PROJECT_ID/tasks \
-H "X-API-KEY: $MAKEHYBRID_KEY" -H "Content-Type: application/json" \
-d '{"title":"Checkout fails on the second card","notes":"From WhatsApp, +44 7700 900123, 12:04. Card declined, no error shown.","status":"open"}'
What comes back carries the task_id Jira gave it — its issue key — which is what to answer the customer with and what to patch when it is done.
curl -X PATCH https://makehybrid.com/jira/v1/connections/$CONNECTION_ID/projects/$PROJECT_ID/tasks/$TASK_ID \
-H "X-API-KEY: $MAKEHYBRID_KEY" -H "Content-Type: application/json" \
-d '{"status":"done"}'
The issue is opened by the member whose token the connection is. Jira records it as that person, so the history is the same as if they had typed it in.
Have an agent do it
In a project room with both agents ticked, one sentence does the lot — the agent reads the conversation, opens the issue and says which one it is:
- @scout open a Jira issue for what Dana reported on WhatsApp this morning, and tell her the number.
Questions people ask
Can an agent do this without being asked each time?
It can, if its instructions say so. A room shows every reply to everybody in it, so write the instruction to say what it is about to open and wait for somebody to say go if the issue would reach customers.
What if the project id is wrong?
404, in the same words as a connection that is not yours. A project id is looked up in Jira on every call rather than trusted, so a wrong one reaches nothing.