Using the WhatsApp in Zendesk Support integration

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10 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?

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  • 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.

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  • 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!

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  • 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.

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  • Federico Cuelho
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    Hello there!

    Does anyone know possible reasons why Whatsapp may not be willing to verify a WA Business account?

    Thank you!

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  • Stephanie Langlois
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    Hi Federico Cuelho

    This is a very special type of account and our suspicion is this status is only offered to top end brands or brands that do a lot of business with Facebook. However the reality is that the actual criteria is a secret known only by Facebook. With that, we have no influence over their decision to approve or deny a brand. The good thing however, is that this does not change the functionality of the API or what you can do with it in any way.

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  • Federico Cuelho
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    Thank you for your response.

    However I still believe that this situation compromises the image, transparency and trust of our brand.

    Our clients see these 2 notifications every time they try to use WA to contact us. One of those claims to provide security and privacy to the conversation. On the other hand, the second one relates to the fact that WA was not able to verify if the phone number and name of the company are related. This is serious as Zendesk arranged a paid contract with us to use WA integrated on Zendesk but our clients dont have much assurance of our identity. The possibility of this denial verification was NEVER informed by sales from Zendesk. Our company is paying for an incomplete and unreliable service from a third party that zendesk is not able to appeal to.

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  • Stephanie Langlois
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    I definitely hear what you're saying. The unfortunate fact is that this is the same case for all WhatsApp Business Solution Providers, we are all subject to the same policies and restrictions. This behaviour that you noted is not unique to Zendesk and not a limitation of our integration but rather just how the WhatsApp API works. 

    The encouraging thing however is that you can reapply for an official business account if you feel your brand has gained notoriety. Please note however that WhatsApp is extremely selective. 

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