Ensure WhatsApp Messages Create Tickets in Zendesk
How can I ensure WhatsApp messages create tickets in Zendesk?
To ensure WhatsApp messages create tickets in Zendesk, start with a text message. Zendesk's social messaging bot requires an initial text message to trigger the flow steps and create a ticket. Once the ticket is created, any additional audio, image, or video messages will be attached to that ticket.
If your account isn't using the social media bot, non-text messages will automatically create tickets. Unfortunately, Zendesk cannot send proactive alerts for non-text message behavior due to WhatsApp integration limitations.
More related questions
Why aren't WhatsApp audio, image, or video messages creating tickets in Zendesk?
WhatsApp audio, image, or video messages don't create tickets in Zendesk because they require a text message to trigger the ticket creation process. When using a social messaging bot in WhatsApp, Zendesk needs an initial text message to direct the…
Can Zendesk alert users about non-text messages in WhatsApp?
Zendesk cannot proactively alert users about non-text messages in WhatsApp due to integration limitations. The platform requires a text message to trigger the ticket creation process when using a social messaging bot. This means that while audio,…
What happens to WhatsApp media messages in Zendesk without a social media bot?
Without a social media bot, WhatsApp media messages like audio, image, or video can create tickets in Zendesk. This is different from accounts using the social messaging bot, where a text message is required to initiate ticket creation. In accounts…
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