Jira Support Loop Automation: CSAT via WhatsApp & Gmail

Close the Jira Support Loop with CSAT via WhatsApp & Gmail

This n8n workflow automatically sends customer auto-replies and CSAT requests for Jira support tickets using WhatsApp (WAHA) or Gmail. It then records CSAT results back into Jira (and can optionally log notes to HubSpot), helping you turn ticket resolution into measurable customer satisfaction.

What this workflow does

• Starts from a new ticket payload sent by another n8n workflow run, loads close-loop configuration, and normalizes the customer message details for the correct channel.
• Sends an acknowledgement when allowed—via WAHA WhatsApp API or Gmail, based on the ticket/customer channel.
• Optionally creates a HubSpot note and associates it to the contact when a HubSpot contact ID is provided.
• Updates Jira by adding a comment and applying a label to indicate the customer auto-reply was sent.
• Triggers on Jira issue completion: listens for a Jira webhook when an issue transitions to (or is in) Done, validates a shared token, and skips tickets already marked with a CSAT-sent label.
• Sends a CSAT request by generating a CSAT form link and delivering it via WAHA WhatsApp API or Gmail.
• Captures CSAT submissions, writes the score (and optional custom field) back to Jira, and can optionally log the CSAT as a HubSpot note.
• Tracks status in Jira by adding a comment and label when the CSAT request is sent.

Use cases

• After a support agent resolves an issue in Jira, automatically request CSAT through WhatsApp or email.
• Reduce manual follow-ups by sending a resolution acknowledgement and labeling Jira tickets to avoid duplicate messaging.
• Maintain CRM context by optionally saving interaction notes to HubSpot.

Technical details

• Integrations/Nodes: if, code, form, gmail, webhook, sticky note.
• Jira: uses HTTP Basic credentials (email + API token), posts comments, applies labels, and updates CSAT score/custom field.
• Webhook: configure Jira to POST to the workflow’s “jira-csat” endpoint.