image for site

Routing Zendesk Tickets by WhatsApp Number

Learn how to route Zendesk tickets based on different WhatsApp numbers using triggers and business rules.

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…

Interested indeflectingover 70% of your Zendesk support tickets?

Our AI customer support agent is here to help. Trained on all your help docs, installed directly into your Zendesk account, it can be used to automate customer replies for tickets or live chat. Learn more below.
Zendesk logo

Zendesk Support Tickets

Receive new tickets by email or a support form? This integration is for you.
My AskAI integrated within Zendesk to deflect support tickets
Learn about our Zendesk ticket integration
Zendesk logo

Zendesk Messaging (live chat)

Using Zendesk's Messaging widget on your site for live chat? This integration is for you.
My AskAI integrated within Zendesk to deflect customer support live chat conversations
Learn about our Zendesk Messaging integration

Join1,000+ companies reducing their support costs and freeing up support agents for more important work

Vestd company logo — Customer of My AskAI's AI customer support agents
Genesis company logo — Customer of My AskAI's AI customer support agents
Zinc company logo — Customer of My AskAI's AI customer support agents
Customer.io company logo — Customer of My AskAI's AI customer support agents
Zeffy company logo — Customer of My AskAI's AI customer support agents
NHS company logo — Customer of My AskAI's AI customer support agents
Kontakt.io company logo — Customer of My AskAI's AI customer support agents

Reduce support costs.Spend more time on customer success.

Our AI customer support agents are already used by 👇
Companies using AI assistants on their websites