Create Zendesk Tickets from WhatsApp Chats
This recipe makes sure every support case raised in chat ends up in Zendesk, with the details your team needs to work on it. Part of connecting Zendesk to WhatsApp and AI chat.
What happens today
A customer explains a problem on WhatsApp. The person replying copies parts of it into Zendesk, 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 Zendesk for an open ticket about the same problem, so a repeat message updates that ticket.
- It finds or creates the requester and creates a ticket with a summary, the order number and a chat tag.
- 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 Zendesk for open tickets from that requester 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 requester in Zendesk by email, or create one with their name and email. Create a ticket with a one-line subject, a summary of the problem and the order number as the first comment, and the tags chat and the channel they used.
- 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 tags, priority rule and reply time to the ones your Zendesk account uses before you paste it.
What to connect
- Zendesk. An admin creates an OAuth client for AeroChat in Admin Center with read and write access to tickets and users, and copies its client ID and secret. 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 Zendesk, add your knowledge base, then switch it on. If it built the connection from Zendesk’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 Zendesk 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 Zendesk 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 Zendesk connection behind it. See what each channel does on the Zendesk integration page.
Send your first chat case to Zendesk
Paste the recipe, add your Zendesk OAuth client details, and report a test problem in the chat.