Connect Zoho Desk 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 Zoho Desk. 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 Zoho Desk’s public API. You describe the workflow in your own words, and AeroChat builds it.
What you can do with Zoho Desk and AeroChat
- Check ticket status in chat. When a customer asks about their case, AeroChat searches Zoho Desk 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 in the right department 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 searches contacts by email or phone and sees their open tickets before it replies.
- Send cases to the right department. AeroChat picks the department your rules name, such as Sales or Support (example), when it opens the ticket.
Works on every chat channel
Your customers message you wherever they already are. The same Zoho Desk connection and the same workflows run on every channel AeroChat supports, and Zoho Desk 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 Zoho Desk’s public REST API. It reads and writes tickets and contacts, searches them by email, phone or ticket number, and adds comments to tickets. Each workflow uses only what its recipe asks for.
To connect, an admin in your Zoho Desk account registers a self client for AeroChat in the Zoho API Console, grants the Zoho Desk scopes the workflow needs (for example tickets and contacts), and copies the client ID, client secret and generated code. Zoho’s Zoho Desk API documentation covers the steps. Paste them into the AeroChat dashboard when AeroChat asks.
You describe the workflow in your own words. AeroChat builds it as a draft, works out which Zoho Desk 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 Zoho Desk for tickets from that email. Tell them the status of the most recent open one and summarise the last 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 name, email, order number and a short description. Find the contact in Zoho Desk by email, or create one. Create a ticket in the Support department (example) with a one-line subject, the description and the channel set to 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 runs its support cases in Zoho Desk can use it. Suppliers use it for order and delivery questions from business customers, service companies for warranty cases, and hotels for guest complaints. These recipes fit a help desk:
- Order status and delivery for B2B suppliers
- Warranty and repeat issues for aircon and home services
- Complaint handover for hotels
What stays in Zoho Desk
Zoho Desk stays your record. Tickets, contacts, departments, SLAs, blueprints and reporting live there, and your team still works and closes the tickets.
AeroChat handles the conversation. It looks up, opens and updates the tickets your recipe asks for and leaves the rest to Zoho Desk and your team.
Questions
Does AeroChat work with Zoho Desk?
Yes. AeroChat connects through Zoho Desk’s public API with a self client you register in the Zoho API Console.
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, register a self client in the Zoho API Console and paste in its details, and switch it on. AeroChat builds the Zoho Desk 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 Zoho Desk and try it
Paste the first recipe, add your Zoho Desk credentials, and ask about a test ticket in the chat.