Integrate WhatsApp with Zendesk for Enhanced Customer Support
The integration between Zendesk and WhatsApp via Spoki transforms your customer support operations. Manage WhatsApp conversations as tickets, automate responses, and provide your support team with a unified view of all customer interactions.
Zendesk's enterprise-grade support platform combined with Spoki's WhatsApp automation enables support teams to deliver exceptional service at scale while maintaining personal connections with customers.
1. Unified Ticketing System
Every WhatsApp conversation automatically creates or updates tickets in Zendesk. Support agents can manage WhatsApp inquiries alongside email, chat, and phone tickets in a single interface.
- Automatic ticket creation: WhatsApp messages become tickets instantly
- Ticket threading: All messages in a conversation stay together
- Priority routing: Route WhatsApp tickets based on content and customer
- SLA tracking: Apply SLA policies to WhatsApp conversations
2. Streamlined Agent Experience
Support agents can respond to WhatsApp messages directly from Zendesk's agent workspace. Rich formatting, media sharing, and quick replies make conversations efficient and effective.
- Native WhatsApp response in Zendesk workspace
- Media attachment support (images, documents, voice)
- Pre-built response macros for common queries
- Internal notes and collaboration tools
- Customer 360 view during conversations
3. Workflow Automation
Leverage Zendesk's triggers and automations for WhatsApp conversations. Route tickets, send automated responses, and escalate issues based on custom business rules.
4. Self-Service Integration
Connect your Zendesk knowledge base with WhatsApp. Automatically suggest help articles, enable chatbot interactions, and deflect common questions before they reach agents.
- Answer Bot integration for instant replies
- Knowledge base article suggestions
- FAQ automation for common questions
- Seamless handoff to human agents
- Customer satisfaction surveys
5. Analytics and Insights
Track WhatsApp support performance with Zendesk's powerful reporting tools. Measure key metrics, identify trends, and optimize your support operations.
- First response time by channel
- Resolution time for WhatsApp tickets
- Customer satisfaction (CSAT) scores
- Agent productivity metrics
- Volume and trend analysis
Configuration | Connect Zendesk with Spoki
Setting up the integration between Zendesk and Spoki enables enterprise-grade WhatsApp support. Follow these steps to get started.
- Connect your Zendesk account to Spoki via API
- Configure WhatsApp as a support channel in Zendesk
- Set up ticket creation rules for WhatsApp conversations
- Configure routing and assignment rules
- Create macros and triggers for WhatsApp responses
- Train agents and test the integration
Best Practices
- Create dedicated WhatsApp macros for efficient responses
- Set up skills-based routing for specialized queries
- Configure appropriate SLA policies for WhatsApp
- Monitor agent performance across channels
Elevate your support with WhatsApp and Zendesk
Deliver enterprise-grade customer support on WhatsApp with full Zendesk integration.
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