Working with WhatsApp tickets and the 24-hour rule

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10 Comments

  • Ksenia Shanyuk

    Hello, 

    Is there a possibility to convert a  WhatsApp ticket to an email one, merging all the previous conversations, if, for example, we need to escalate the customer's query to another department? 

    Many thanks in advance 

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  • Gab Guinto
    Zendesk Customer Care

    Hi Ksenia,

    If there's an email address added to requester's user profile, then you should see the option to switch to and reply via email. Just click on the 'Email only' button on top of the comment box/composer.

    About the merging of tickets, you'll need to manually merge other requests into a ticket, and then just continue the conversation through the email ticket thread.

    1
  • Ksenia Shanyuk

    @... thank you so much, Gab. Appreciate the response. Just another question, if I may please, when a whats app ticket comes through and an agent picks up the query and responds to the customer within 24 hours, the ticket will be automatically assigned to a said agent. Quite often our response will be around getting more information from the customer in order to help them further. So when, for example,  the customer responds back a few days later, will the response come through off the back of the originally raised ticket? and in that case will the ticket be by a default assigned to the first agent? If the case is there an option for an agent to un assign themselves from the ticket to ensure other agents will pick up the query in a prompt manner and not assume the first agent still owns the query? Apologies for a long winded query, please reach out if needing further clarification. Many thanks in advance 

    1
  • Gab Guinto
    Zendesk Customer Care

    Hi Ksenia,

    The end user will be able to reply to the same ticket thread even after the 24 hour window. And yes, the agent will remain as the assignee unless you change the ticket assignee. You can reassign the WhatsApp ticket to a group or another agent either manually or via triggers or automations. For example, if a WhatsApp ticket hasn't been updated after 24 hours, you can have an automation run and assign the ticket back to the group so that it will be listed again under the groups's unassigned queue/view. You can refer to this section to see the conditions that you can use for WhatsApp tickets when building views, triggers and automations: Adjusting views and business rules for WhatsApp tickets.

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  • Mega

    Hi,

    is the agent reply on whatssap consider as public comment and calculated as First time reply.
    I was an admin. I have difficulities to see average as Fist time reply report as all was got it no reply bracket.

    thank you

    1
  • Cheeny Aban
    Zendesk Customer Care
    Hi Mega,

    Unfortunately, FRT is not available for whatsapp yet, but there is an ongoing Beta for social messaging FRT. If you are interested, you can initiate a conversation with us to opt in. 
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  • Christy

    May I please confirm if we've set up a auto-responder to Whatsapp. Which the auto-reply will treat it as the first reply and the whatsapp message will not be applied to the 24 hours rule?

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  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Christy,
     
    In regards to your question, the 24hr rule will still apply. But with the help of the autoresponder, it will count as a reply on the ticket. 

    Thank you!
     
     
    Kind regards,
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  • Christy

    So if there is auto-responder setup for weekend, agents can still followup the chat on Monday right? 

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  • DJ Buenavista Jr.
    Zendesk Customer Care
    Hi Christy,
     
     
    Since the 24hr rule will still apply even if there's an autoresponder set up, If you fail to reply within the 24-hour window, you can’t reply to the end-user until the end-user sends another message, reopening the 24-hour window. The 24-hour period restarts every time the end-user sends a message.
     
    The agent can still followup the chat but If they reply after 24 hours, the reply is still added to the ticket and appears in the ticket interface, but the end-user doesn’t actually receive the reply (meaning a reply in WhatsApp or an email ticket notification).
     
    Thank you!
     
     
     
    Kind regards,
    1

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