Using the WhatsApp in Zendesk Support integration

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6 Comments

  • Pedro Rodrigues
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    Hi Amy, thanks for this. We've just tried creating a follow-up ticket to a closed ticket via Whatsapp, and we noticed a couple of things:

    • These tickets won't be linked (as usual with closed + follow-ups)
    • The channel of the follow-up ticket isn't "Closed ticket" as usual

    Is this expected behaviour?

    0
  • Stephanie Langlois
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    Hi Pedro!

    Thank you for this feedback. This is the current expected behaviour but I think at the very least linking a closed ticket with it's follow-up ticket could be a great feature to add. I will pass this along.

    1
  • Budi Darmawan
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    Does WhatsApp integrate feature is minimum for professional? is there any possibility for a lower subscription? team?

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  • Brett - Community Manager
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    Hey Budi,

    At this time there's no plans to make the WhatsApp integration available to lower subscription levels.

    I'll be sure to pass your feedback along to the appropriate team.

    Cheers!

    0
  • Taras Savchuk
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    Whatsapp ticket was closed 24h+ ago. Customer sends me new message via whatsapp. Autoresponder works fine, but message from customer is attached to OLD ticket instead of creating new. Is it expected behavior? I.e. 1 customer = 1 whatsapp ticket?

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  • Stephanie Langlois
    Comment actions Permalink

    Hi Taras Savchuk if the ticket is "Solved" but not yet closed, this is expected behaviour. However, if the ticket is in fact "Closed" and you are experiencing this behaviour this is unexpected. If you are experiencing the latter please send a ticket to whatsapp-integration@zendesk.com and we'll do our best to help you.

    1

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