Azriel Berney

I noticed that the same issue is at play with the text channel, is that also planning on having the solution applied to this as well?

I would also like to add a suggestion I saw. In a case where there are 2 tickets opened for one end user when an agent sends out a reply on one ticket, that ticket should be considered active for a “set-able” amount of time. This is so that messages are routed to the proper ticket for better conversation tracking and contextual reference.

Zendesk is a widely used customer service platform, offering efficient ticketing solutions across various communication channels. However, one area that requires enhancement is the management of WhatsApp tickets. Presently, there's an issue where subsequent messages from users are routed to previous tickets, leading to confusion and inefficiencies in issue resolution. This white paper proposes a solution to address this challenge and improve the overall ticket management system within Zendesk.

The current issue lies in the handling of sequential messages from users on WhatsApp. When a user sends multiple messages about different issues over time, all messages are often routed to a single ticket. This causes complications, particularly when the previous ticket is closed or resolved, leading to reopening of resolved issues, inaccurate reporting, and difficulty in tracking individual problems.

To mitigate this issue, we propose the implementation of a “time-out” mechanism within Zendesk's WhatsApp integration. This mechanism would allow administrators to set a predefined time interval, after which a new ticket is created for subsequent messages from the user. Administrators can set a time interval (e.g., 30 minutes, 1 day) after which subsequent messages from a user on WhatsApp will initiate a new ticket.

• Improved Efficiency: By preventing the bundling of unrelated issues into single tickets, the proposed solution streamlines the ticket management process, allowing support agents to focus on individual problems more effectively.

• Enhanced Reporting: Clearer ticket segmentation enables more accurate reporting and analysis, providing valuable insights into common issues, trends, and areas for improvement.

• Better User Experience: A seamless interface for handling different ticket context, reducing frustration and confusion.

• Effective Issue Tracking: With each issue allocated to a separate ticket, tracking and monitoring of problem resolution become more organized and comprehensive.

The proposed solution presents a practical approach to addressing the existing challenges in Zendesk's management of WhatsApp tickets. By incorporating a time-out mechanism, the solution offers improved efficiency, enhanced reporting capabilities, and a better overall user experience. We believe that implementing this feature will benefit both Zendesk users and administrators, paving the way for more effective ticket management and customer support.

This post serves as an open letter to Zendesk, urging the consideration and implementation of the proposed solution to enhance their WhatsApp integration. Everyone's support and feedback on this initiative are highly appreciated. Let's work together to improve the ticket management experience for everyone.