This article provides an overview of messaging channel support for the Zendesk Agent Workspace. This description includes both social messaging channels and Zendesk messaging channels. When you add messaging channels to Admin Center, messages sent from these channels become tickets in the Zendesk Agent Workspace. You can send and receive messages in the Zendesk Agent Workspace as part of the main conversation flow.
This article contains the following sections:
Related articles
Supported channels
Admin Center supports the following messaging channels:
- WhatsApp: A popular chat and voice messaging app with more than 1.5 billion users in over 180 countries. See Adding WhatsApp channels to the Zendesk Agent Workspace.
- WeChat: A popular, China-based mobile text and voice messaging communication service. See Adding WeChat channels to the Zendesk Agent Workspace.
- LINE: An all-in-one communications app for text, voice, and video calls, moments, photo sharing, and games. See Adding LINE channels to the Zendesk Agent Workspace.
- Facebook Messenger: A popular American messaging app that enables you to send private messages through Facebook. See Adding Facebook Messenger channels to the Zendesk Agent Workspace.
- Twitter Direct Message (DM): A popular American messing app that enables you to send private messages through Twitter. See Adding Twitter DM channels to the Zendesk Agent Workspace.
- Zendesk messaging (Web SDK): In addition to the social messaging channels mentioned above, Zendesk's Web SDK channel enables you to embed Zendesk messaging options in your website or help center. See About Zendesk messaging.
Facebook public social messaging channels are also supported in the Zendesk Agent Workspace, but the channels are not configured via Admin Center. For more information, see Social messaging resources.
If you already have social messaging channel integrations set up through Support > Channel integrations, you can migrate your channels from Support to Admin Center. For WhatsApp, WeChat, and LINE channels, follow these instructions to migrate. For Facebook Messenger and Twitter DM channels, follow these instructions to migrate.
How messaging channels change the Zendesk Agent Workspace
When you install and configure messaging channels in Admin Center, your agents can use the Zendesk Agent Workspace to respond to customers reaching out to your business over these channels. For example, agents can easily view messages that customers send to Zendesk as part of a support request and they can reply to these messages from the Zendesk Agent Workspace. For more information, see Receiving and sending messages in the Zendesk Agent Workspace.
11 Comments
Hi, Just to clarify, this only available for Support Suite right? Standalone Support is not applicable?
Hey DBTI,
You are correct and you need to have both Support Suite and Agent Workspace to use this feature.
Let us know if you have any other questions!
Hi, Zendesk support professional also can have social messaging add on right?
Hey Wong,
Yes this is available as an add-on for the Professional plan :)
Is it possible to receive comments users leave on our social posts as well? For example, if we post content on FB, and someone leaves a comment on that post, we'd like to see that and respond to it - same with other channels like Twitter, Instagram, LinkedIn, and Youtube.
If this is not possible today, do you have plans to incorporate comments and these additional channels?
We recently upgraded to the suite, we have 2 WhatsApp numbers for different departments, with the suite we cant route them to each department, there is no way to do triggers for different numbers, it feels more like a downgrade to the suite, and your support team looks like they don't know anything about whattsapp
Hey Benjamin,
I see you had a ticket open with our Customer Care team regarding this issue and they were able to get WhatsApp back up and running on your account as of yesterday. Are you still running into any issues on your end?
Yes Brett, same problems, the whatsapp is now running but we cannot route numbers to specific departments as we could before upgrading to the suite, it feels to us like we downgraded
Thanks Benjamin! Looks like this may be a product limitation so I'll share this with our Product Managers so they're aware.
Appreciate you bringing this to our attention!
Hi, at what point are social messaging tickets considered closed or archived, and a new ticket is started instead of continuing their previous ticket?
Hi Oscar,
The social tickets work as normal tickets, in this case the tickets will closed after X days which X depends on your automation that close the solved ticket (Close ticket 4 days after status is set to solved). Then, a closed ticket pass to archived after 120 days: About ticket archiving
When a requester replies on a closed ticket, it will create a follow-up: Creating a follow-up for a closed ticket
Let us know if you have any other questions!
Please sign in to leave a comment.