---
title: "Control new ticket creation from WhatsApp"
canonical: "https://support.appfire.com/space/CHAT/1427869645/Control%20new%20ticket%20creation%20from%20WhatsApp"
format: markdown
---
> Macro (aura-html)

You can define specific Jira statuses that, when reached by an existing ticket from a user, will trigger a new ticket to be created when a new message is received from that same user via WhatsApp. This is beneficial for scenarios where the user's initial work item might be resolved, but they have a new concern requiring a separate ticket.

## Prerequisites

- You must have the [WhatsApp integration enabled](https://appfire.atlassian.net/wiki/spaces/CHAT/pages/87916951).

## Steps

1. Click **Project Settings** > **Chat for JSM** > **Integrations** > **WhatsApp Business**.
2. Locate the section titled **Manage Jira work items.**
3. Utilize the dropdown to select the specific Jira statuses (for example, Closed, Resolved, Done) that will trigger the creation of a new ticket upon receiving a new message from the same WhatsApp user.

> ✅ ## Important considerations
> ✅ 
> ✅ - A user can only have **one active work item** at a time. All new messages from this user will be added as comments to this active work item.
> ✅ - If the user's active ticket transitions to one of the chosen statuses you've selected, a new message will trigger a **new separate ticket**.
> ✅ - As an agent, you can reopen tickets and add comments there, but any new messages from the customer will be added to that **last opened ticket**.