Connect Zendesk to WhatsApp, Instagram, TikTok and AI Chat
Customers message you on WhatsApp, Instagram, Messenger, TikTok, Telegram, web chat or email, but your support cases live in Zendesk. AeroChat answers those conversations, looks up a ticket’s status when a customer asks, and opens or updates the ticket with what the customer said. It connects through Zendesk’s public API. You describe the workflow in your own words, and AeroChat builds it.
What you can do with Zendesk and AeroChat
- Check ticket status in chat. When a customer asks about their case, AeroChat finds the ticket by their email or ticket number and tells them where it stands.
- Create tickets from support chats. When a problem needs your team, AeroChat creates a ticket with the details and tells the customer what happens next.
- Add follow-ups to an open ticket. When a customer sends more details, AeroChat adds them to the ticket as a comment, so the agent sees one thread.
- Recognise returning customers. AeroChat looks up the requester by email and sees their open tickets before it replies.
- Flag urgent cases. AeroChat sets the priority your rules call for and hands the conversation to your team.
Works on every chat channel
Your customers message you wherever they already are. The same Zendesk connection and the same workflows run on every channel AeroChat supports, and Zendesk stays the record whichever one they use.
| Channel | What your customers can do |
|---|---|
| Message your WhatsApp Business number to check a ticket, add details to it or raise a new support request. Voice notes are transcribed, so a spoken request works too. | |
| Send the same requests by direct message. A comment on your post can get an automatic reply that moves the conversation to a DM. | |
| Facebook Messenger | Send the same requests to your Facebook Page. Comments on your Page posts can get an automatic reply too. |
| TikTok | Send the same requests by TikTok direct message or TikTok Shop buyer chat. Both arrive in the same TikTok inbox. |
| Telegram | Send the same requests to your business on Telegram. |
| Web chat | Do the same from the chat on your website, without leaving the page. |
| Write to your Gmail or Office 365 address and get the same answer the chat gives. |
How the connection works
AeroChat connects through Zendesk’s public Ticketing API. It reads and writes tickets, users and ticket comments, and searches tickets by requester. Each workflow uses only what its recipe asks for.
To connect, an admin in your Zendesk account creates an OAuth client for AeroChat in Admin Center, under Apps and integrations, and copies its client ID and secret. Zendesk’s API authentication guide covers the steps. Paste the details into the AeroChat dashboard when AeroChat asks.
You describe the workflow in your own words. AeroChat builds it as a draft, works out which Zendesk calls it needs, and asks you to connect. Keys and credentials are entered in the AeroChat dashboard and never pass through the conversation.
Workflows to copy
Copy this into AeroChat
When a customer asks about a support request they already raised, ask for the email they used. Search Zendesk for open tickets from that requester. Tell them the status of the most recent one and summarise the last public reply from our team in one or two lines. If they add details, add them to the ticket as a comment.
Copy this into AeroChat
When a customer reports a problem with an order or a service, ask for their email, order number and a short description. Find the requester in Zendesk by email, or create one. Create a ticket with a one-line subject, the description as the first comment and the tag chat. Tell them the ticket number and that our support team will reply within one working day (example), then hand the conversation over.
More workflows you can run on WhatsApp are on the WhatsApp workflows page.
Who uses it
Any business that tracks support cases in Zendesk can use it. Online stores use it for order problems and returns, hotels for guest complaints, and suppliers for account questions. These recipes fit a help desk:
- Returns and exchanges for fashion stores
- Complaint handover for hotels
- Account and invoice questions for B2B suppliers
What stays in Zendesk
Zendesk stays your record. Tickets, requesters, agents, views, SLAs and reporting live there, and your team still works and solves the tickets.
AeroChat handles the conversation. It looks up, opens and updates the tickets your recipe asks for and leaves the rest to Zendesk and your team.
Questions
Does AeroChat work with Zendesk?
Yes. AeroChat connects through Zendesk’s public API with an OAuth client you create in Zendesk Admin Center.
Can customers check a ticket on WhatsApp?
Yes. AeroChat finds the ticket by the customer’s email or ticket number and tells the customer its status in the chat. If they add details, AeroChat adds them to the same ticket.
Do I need a developer?
No. You describe the workflow in your own words, create an OAuth client in Zendesk and paste in its details, and switch it on. AeroChat builds the Zendesk connection from your description and shows a checklist of what is left to do.
Which plan do I need?
Workflows via Skills are on every plan. Choose by message volume: Starter covers 500 AI responses a month and 3 seats, Growth covers 2,000 responses and 10 seats and adds payment links and broadcasts, and Advanced covers 5,000 responses and 25 seats.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
Connect Zendesk and try it
Paste the first recipe, add your Zendesk OAuth client details, and ask about a test ticket in the chat.