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Operations integration

Zendesk + RapBooster

Route WhatsApp support conversations into Zendesk tickets.

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What it does

What Zendesk handles for you

  • 01Route WhatsApp support conversations into Zendesk tickets.
  • 02Keep one support workflow while customers message you on WhatsApp.
  • 03Send ticket updates back to customers on WhatsApp.

It plugs into

Recipes

What teams switch on first

  • WhenCustomer messages the support numberThenCreate or update a Zendesk ticket
  • WhenTicket status changes to solvedThenSend a WhatsApp CSAT request
  • WhenAgent replies in ZendeskThenDeliver the reply on WhatsApp

Setup

Connect Zendesk in 4 steps

Screens can differ slightly by plan. Stuck? Message us on WhatsApp and we will set it up with you.

  1. 1Open integrationsLog in to RapBooster and go to Settings → Integrations.
  2. 2Choose ZendeskClick Zendesk and select Connect.
  3. 3AuthoriseSign in to Zendesk and approve the requested permissions.
  4. 4Map and testPick the events and fields to sync, then send a test to check the flow end to end.

Questions

Zendesk integration questions

Do I still need the Team Inbox?

Not if your support team lives in Zendesk. Sales can keep using the Team Inbox side by side.

Are attachments synced?

Images and documents are passed through as ticket attachments where Zendesk supports them.

Does the 24-hour window still apply?

Yes. Free-form replies need an open service window, and after that you send an approved template.

Operations

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