About the customer you are talking to
- Name, email address, and phone number
- The organization number in Zendesk
- The three most recent tickets submitted by the customer, with status and subject
Integration · Helpdesk
You can already see the open ticket before you respond.
For support teams using Zendesk and communicating with customers via email and WhatsApp. When Wapps writes a draft response, it looks up the customer in Zendesk and reads the three most recent tickets with status and subject. This way you know if something is already in progress, without having to open Zendesk.
Choose a customer, press the button that lights up and see what Wapps retrieves from Zendesk.
User
Petra Jansen
Recent tickets (2)
pending
Question about the invoice for September
solved
Forgot password
Instruction
For a ticket in progress, you mention the subject and when the customer will hear something.
P
Petra Jansen
Email
Support ▾
Today
Petra Jansen
I asked a question about my invoice last week. Has anything been done about it?
Question about the invoice for September
Thinking...
Inbox(3)
Archive
P
Petra Jansen
1
09:12
Question about the invoice for September
K
Karim El Idrissi
1
14:37
Scanner shows error message
B
Bram de Wit
1
11:05
Connect second location
What the connection does
Wapps reads, and changes nothing in Zendesk.
Wapps searches for the email address if the message comes via email, and otherwise by the phone number; that number must then be listed for the customer in Zendesk.
So you know what to expect
- Do not create or modify tickets: the integration only reads
- No internal notes or the full ticket history
Linking
In four steps to your Wapps.
Create an API token
Enable API access under Apps and integrations in Zendesk and create a token.
Choose an agent account
The token belongs to an agent with read rights for users and tickets.
Fill it in at Wapps
Subdomain, agent's email and the token: we will prepare this with you during the setup.
Press Auto
From then on, Wapps reads the customer's tickets when you let it write a draft.
Frequently asked questions
What you want to know before you connect.
Which data goes to the AI?
From the customer you are talking to: name, email address, phone number, the organization number and the three most recent tickets with status and subject.
When does Wapps retrieve the tickets?
Only when you let it write a draft response, with Auto, Instruction or Speech. Not beforehand and not in the background.
Can Wapps change anything in Zendesk?
No. The integration only reads and does not create or modify tickets.
Ready to start?
Tell which channels your customers use.
3 minutes intake. Personal feedback within 1 working day. We will set up the connection with you during the configuration.