Routing Zendesk Tickets by WhatsApp Number
Can I route Zendesk tickets based on different WhatsApp numbers?
Yes, you can route WhatsApp tickets using the Channel condition in triggers. Each WhatsApp account is treated as a separate channel in your business rules, allowing you to create specific workflows for each number.
To set this up, create a new trigger in Zendesk. Under the conditions, specify that the ticket is created and select the specific WhatsApp channel name. Then, under actions, assign the ticket to the appropriate agent group. If you have multiple brands, you can assign each WhatsApp number to a brand in your business profile settings, which helps in routing and reporting. However, note that if you have multiple WhatsApp numbers under the same brand, you cannot distinguish between them for routing purposes. For more details, check out theoriginal article.
More related questions
How do I set up a trigger to route WhatsApp tickets in Zendesk?
To route WhatsApp tickets in Zendesk, you need to set up a trigger using the Channel condition. This allows you to direct tickets from specific WhatsApp numbers to designated agent groups. Start by creating a new trigger. In the conditions section,…
Can I assign WhatsApp numbers to different brands in Zendesk?
Yes, you can assign each WhatsApp number to a different brand in Zendesk. This is useful for accounts using multiple brands and helps in routing and reporting. In your business profile settings, you can link each WhatsApp number to a specific…
What are the limitations of routing WhatsApp tickets in Zendesk?
A key limitation when routing WhatsApp tickets in Zendesk is the inability to distinguish between multiple WhatsApp numbers under the same brand. While you can assign each WhatsApp number to a different brand for routing and reporting, if you have…
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