How to integrate Zendesk?

With the partnership between Zendesk and Botmaker, you can connect both platforms with access to a WhatsApp API line. Learn all the details of this integration in this article.

Estimated reading time: 08 minutes

With this connection between the platforms, WhatsApp conversations generated in Botmaker become tickets in Zendesk, where you can follow the history of the conversation and perform the service in real-time.

Let's get started!

First of all, you must have a Zendesk account to be able to access their marketplace and search for the Botmaker app.

You can access it directly from the following link :

https://www.zendesk.com/apps/support/whatsapp-by-botmaker/?q=mkp_botmaker

You can also do this through your Zendesk account. Click on Channel Integrations and then Zendesk Marketplace.

In the search bar, type "Botmaker" and click on "WhatsApp by Botmaker".

Click on "Install" and select your Zendesk domain to associate the account with:

When you click on Install, you will be redirected to the Zendesk marketplace, where you can activate role and group restrictions. Then click on "Install".

You will see this screen:

For the integration of Zendesk with Botmaker, you must take into account the activation process of the WhatsApp number. For this, you should consider the following:

  • A verified Facebook account is required.
  • The new WhatsApp onboarding process facilitates communication in a much shorter time than the previous manual management that took several days. If you are a new customer, you can instantly get a trial account for WhatsApp Business API and Botmaker, even if your account is not yet verified. This way, you will be able to control your account as you will have your own Facebook Business Manager to check the status of your account and evaluate the quality of your communications. See the following related article: How to create and connect my WhatsApp Business API account with Botmaker?
  • WhatsApp has criteria and conditions of use for businesses. It is important to check that your company meets these criteria for the activation of the number to be approved.

Learn more by referring to the official documentation of WhatsApp Inc.

Zendesk integration to generate WhatsApp conversation tickets

Once your WhatsApp line is active, you need to contact our support team to finalize the integration. Remember that this integration will always require an active Zendesk account.

Follow the steps below:

Step 1 : Send the Zendesk subdomain to our support team. It will be integrated into your bot.

Step 2 : After confirming the domain addition, log into Zendesk under Settings> Channel integrations and refresh the page to link the integration.

Step 3: After successfully adding the Botmaker app to Zendesk, contact our support team so they can activate the integration in the system.

You're done! Your integration with Zendesk is now ready to use, turning your WhatsApp conversations into real-time tickets.

Should you have questions or concerns, contact our support team by sending an email to servicio@bomaker.com.

Remember to visit our Help Center for further information.

Written by: Botmaker Team

Updated: 10/25/2021

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Channel Integration