Comments

68 comments

  • Official comment
    Avatar
    Maxime

    Hi Jérémie

    Our stance remains the same (for Zendesk). Until WhatsApp and Facebook offer an official, maintained, approved way of building business level integrations with WhatsApp we will not allow any of those integrations to be listed on our Marketplace.

    All solutions you can currently find in the market are, we believe in violation of WhatsApp Terms Of Service and using them, unfortunately, puts you in that category. This is our interpretation, we understand some ISVs out there will disagree.

    We are working closely with Facebook on a lot of other subjects and are monitoring this subject very closely, rest assured that we will post something here if anything changes!

    Hope this is helpful!

    Maxime

     

  • Avatar
    Nicholas Schneider

    Anthony, have you found a way to have your customer service staff use WhatsApp to support customers?  I would be curious how this could work, been looking at ways for months now 

  • Avatar
    Chris Dobrez

    We use Zendesk for our support software and are looking at Whatsapp for fast exchange communication among team members on projects.  It would be great if Whatsapp could launch tickets in the Zendesk application.

  • Avatar
    Odwin Rensen

    As we surely want to use Zendesk as a 360 degree customer service platform we need to be able to connect to more and more channels beside Twitter and Facebook. WhatsApp being one of them. We therefore would love to see an integration with WhatsApp as a new channel. Come on people of Zendesk/WhatsApp you can do this ;-)

    Best wishes,

    Odwin

  • Avatar
    Tom Faber

    Would be brilliant. 

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    Steven Yan

    Odwin, can you explain that use case more? Does your business have a presence on WhatsApp that is used to service support requests?

  • Avatar
    Odwin Rensen

    Hi Steven,

    we are communicating through several social media channels and whatsapp is one we are not using right now but is surely one that is on our roadmap. Zendesk is our platform for communicating with our customers on so many levels, it would be a pity the we have to exclude Whatsapp which is such a big player as it come to social media.

    Best wishes,

    Odwin 

  • Avatar
    Steven Yan

    Thanks Odwin. Since WhatsApp doesn't have an official API, we probably won't be able to support WhatsApp as a channel in the near future. There are open source libraries that have reverse engineered their protocol, but it's a risk for us to try to support a feature for our customers with unofficial connectors as the foundation. We're always keeping our eye on viable new channels, thanks for voicing your need.

  • Avatar
    Jaap Meijer

    I think it becomes necessary. Here in The Netherlands one of the largest magazine companies started with Whatsapp customer care. We want to do the same for our national newspaper, of course integrated with Zendesk.

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    Pablo P Garcia

    I definitely think this is going to be more and more important. We have just started to use Whatsapp also for customer service, and it would be great to include it in the Zendesk universe.

  • Avatar
    CL (Edited )

     

     

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    Gaurav Fulmali

    http://www.webwhatsapp.com/

    Guess who just got API running.

    We are also looking for Integration with Whatsapp.

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    Tom Faber

    Casengo has it... Even if it there is no official API and can not be provided forever, it would be nice to offer the service even it is just for a year or something. Run it in beta? It is also a very nice marketing for us! I don't think customers will be furious if we explain we can no longer connect through whatsapp. 

  • Avatar
    Amit Rana

    WhatsApp for PC is now available officially via the WhatsApp Web client. You might wanna check that API.

  • Avatar
    Maxime

    Hi Amit

    Unfortunately Facebook just announced their desire not to release a public API:

    http://www.programmableweb.com/news/whatsapp-will-not-release-public-api/2015/03/30

    Thanks

    Maxime

  • Avatar
    Leonardo Elizeche

    Hi there (Zendesk Support)

    really is very import have Whatsapp into Zendesk Channels.

    Every time more and more customers demand one Whatsapp channel..

    Checkout CASENGO Solution pls!!!!

     

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    Rudy

    +1 for adding Whatsapp to Zendesk for customer support!

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    Charles Gichuki

    Hi you can also check out this product

    https://app.ongair.im/

    They have a working Zendesk plugin that allows you to receive and send Whatsapp messages from your Zendesk dashboard.

    And you keep your current Zendesk Workflow.

  • Avatar
    Andrea Saez

    I still find this fascinating. Could anyone explain to me what kind of service you run that would require Whatsapp support?

  • Avatar
    Alex Ribeiro

    Hi Andre Saez, 

    30% of all my tickets are originated from WhatsApp and is growing up!

    Here in Brazil customers place orders through whatsapp.

    Please help us, Casengo have this feature! 

     

  • Avatar
    Alex Ribeiro

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    Andrea Saez

    Obrigada Alex :) And that is amazing, I never even though this could be a viable option. The more you guys vote on this, the more the Zendesk team will value it. This definitely sounds interesting!

  • Avatar
    Charles Gichuki (Edited )

     

    Ongair has a working WhatsApp to Zendesk integration,

    We are also about to launch a WeChat to Zendesk integration

    You can sign up here...

    https://app.ongair.im/

  • Avatar
    Nicholas Schneider

    @charles I signed up for ongair just now.  Hoping I get some sort of email or something to pursue this further, there is not much information on the website you linked to.  Also looked for "ongair" in zendesk marketplace but it is not listed anywhere yet.  Any further input on how to get started with ongair would be great.

  • Avatar
    Charles Gichuki

    @nicholas you signed up on the launch rock landing page, i was testing that out. not working very well. Please sign up here

    https://app.ongair.im/

    You can reach out with any questions you have at hello@ongair.im

    We are not on the Zendesk marketplace yet.

  • Avatar
    Alex Ribeiro

    Someone who is using the Ongair service can give us a feedback?

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    Gina Briceño

    Someone know if Ongair is already working with Zendesk, and how this integration is working?

    I signed up for ongair so they sent me an email that will contact me soon to continue the registration,but I've been waiting and still not getting any additional information.

  • Avatar
    Rene de Haas

    Yeah! We are testing with Ongair. Works as promised by Ongair :)

    Great support as well.

  • Avatar
    Maurice

    Hello Rene de Haas, are you Dutch?

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