Automating Issue Reporting via WhatsApp n8n and Liferay

Automating Issue Reporting via WhatsApp, n8n, and Liferay

Businesses often face the challenge of efficiently capturing customer issues and creating support tickets. In this tutorial, we’ll show how to automate this process using WhatsApp, n8n, and Liferay, allowing users to report issues via WhatsApp while tickets are automatically logged in your system.

Step 1: Capturing User Interaction on WhatsApp

The workflow begins with a WhatsApp conversation. The bot greets the user and asks:

“Hi Abdul Kaleem! How can I help you today?”

The user then describes their issue, and the bot follows up by asking for the area where the issue is occurring.

Screenshot:
This approach ensures that users can quickly report their issues without switching platforms.

Step 2: Handling Conversation Logic in n8n

We use n8n’s Function node to manage the conversation state. The workflow guides the user through the following steps:

1. Greet the user and ask for the issue.
2. Capture the issue description and request the area.
3. Collect area, username, and phone number from WhatsApp automatically.
4. Set shouldSave = true once all necessary information is collected, signalling the next step to save the data.

Here’s an example of the output JSON from the Function node:

{

  "from": "919591037338",

  "name": "John",

  "reply": "✅ Thank you John! We've logged your issue in the bangalore area. Our support team will contact you soon.",

  "shouldSave": true,

  "data": {

    "issue": "There is no current in my area",

    "area": "Manyata Tech Park",

    "name": "Abdul Kaleem",

    "phoneno": "919591037338",

    "ticketStatus": true

  },

  "timestamp": 1731515100000

}

Screenshot:

Step 3: Sending Ticket Data to Liferay

Once shouldSave = true, an HTTP Request node in n8n automatically creates a ticket in Liferay. The payload includes:

• User name
• Phone number
• Issue description
• Area
• Ticket status

Screenshot:

This automation ensures that tickets are logged in real time without any manual input from support staff.

Step 4: Benefits of This Workflow

• Automated ticket creation: Issues from WhatsApp are instantly converted into Liferay tickets.
• Reduced manual work: Support teams no longer need to copy-paste customer messages.
• Structured data: Captures all relevant information in a consistent format for tracking and reporting.
• Instant user feedback: Users get confirmation that their issue has been logged.

Conclusion

By combining WhatsApp, n8n, and Liferay, you can create a fully automated issue reporting system. Users report problems directly via WhatsApp, n8n captures the conversation, and tickets are created in Liferay instantly — streamlining your support workflow and improving customer satisfaction.