Create Zoho Desk Tickets from WhatsApp Chats
This recipe makes sure every support case raised in chat ends up in Zoho Desk, with the details your team needs to work on it. Part of connecting Zoho Desk to WhatsApp and AI chat.
What happens today
A customer explains a problem on WhatsApp. The person replying copies parts of it into Zoho Desk, or means to and forgets. The agent who picks it up asks the customer to explain again. Cases raised in chat go missing from your queue and your reports.
The flow that works
- AeroChat answers what it can from your knowledge base.
- When the customer still needs your team, it asks for their email, order number and a short description.
- It checks Zoho Desk for an open ticket about the same problem, so a repeat message updates that ticket.
- It finds or creates the contact and creates a ticket in the right department with a summary and the order number.
- It tells the customer the ticket number and what happens next, and hands the conversation to your team.
The recipe
Copy this into AeroChat
When a customer reports a problem with an order or a service, follow these steps.
- If our knowledge base answers the question, answer it and stop there.
- If the customer still needs our team, ask for their name, the email they want replies sent to, their order number if there is one (example), and a short description of the problem.
- Search Zoho Desk for open tickets from that email. If one is about the same problem, add the new details to it as a comment instead of opening a second ticket.
- Otherwise find the contact in Zoho Desk by email, or create one with their name and email. Create a ticket in the Support department (example) with a one-line subject, a summary of the problem and the order number in the description, and the channel set to chat.
- Set the priority to Urgent if they say the problem stops them using what they bought, or mention a safety issue (example rule). Otherwise use Normal.
- Tell them the ticket number and that our support team will reply within one working day (example), then hand the conversation over.
Ask for each detail once. Write the summary in the customer’s words. Reply in the customer’s language.
Change the department, priority rule and reply time to the ones your Zoho Desk account uses before you paste it.
What to connect
- Zoho Desk. An admin registers a self client in the Zoho API Console with read and write access to Zoho Desk tickets and contacts, then copies the client ID, client secret and generated code. Paste them in when AeroChat asks.
- Your knowledge base. Upload your product, delivery and returns details to AeroChat so it can answer before it opens a ticket.
After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect Zoho Desk, add your knowledge base, then switch it on. If it built the connection from Zoho Desk’s public documentation, the checklist asks you to check it once against the current docs.
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.
What you still decide
- Which details AeroChat asks for, and which Zoho Desk fields and tags it fills.
- When a case is urgent.
- The reply time it promises, and who gets the handover.
The result to expect
Every case raised in chat is in Zoho Desk with the customer’s details and a clear summary, without anyone typing it. Agents start work without asking the customer to repeat themselves, and chat shows up in your support reports.
Measure it with your own numbers: tickets created from chat, and how often an agent has to ask the customer for missing details, for a month before and after.
Next: check ticket status in chat.
Works on every chat channel
This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, the chat on your website and email, with the same Zoho Desk connection behind it. See what each channel does on the Zoho Desk integration page.
Send your first chat case to Zoho Desk
Paste the recipe, add your Zoho Desk credentials, and report a test problem in the chat.