Support teams create and follow Redmine tickets straight from WhatsApp, with no extra app to open. Built with Node.js, the Redmine API and webhooks during my internship at Medianet.
The goal of this internship project was to eliminate friction for support teams. I built an automated gateway in Node.js that listens for incoming WhatsApp messages via webhooks. The gateway parses these messages, identifies intent (create ticket, check status, close ticket), and interacts with the Redmine API to sync the actions. It then sends a formatted response back to the user via WhatsApp.