How to install Chatarmin zendesk integration
First, navigate to https://chatarmin.com/dashboard/zendesk/connect and connect to Zendesk. Once thats done, you can watch the Video Guide below, to setup the Integration
Source: Chatarmin, Q3 2024
Multi-Number Setup
Once you have done the steps from above and you want to add multiple Chatarmin Numbers to the SAME ZENDESK Account you will need to add an Account for every number:
Benefits of Zendesk x Chatarmin
By connecting your Zendesk integration, your Support can keep using Zendesk and give Support via WhatsApp and does not have to use an additional tool while your marketing team can use Chatarmin. Find more details about Chatarmin's WhatsApp-zendesk-integration here in our offical zendesk app-marketplace-listing.
This way the client only has to communicate with one WhatsApp account and you can collect the support lead and convert it to a marketing lead. The Zendesk integration is currently only available to Smarter clients, for an additional one time-setup fee of €1.500,00. To request an offer, please contact [email protected].
Creating a Zendesk Ticket
Here's how you can create a Zendesk on incoming customer requests. We can optionally filter before creating a Zendesk ticket for each incoming message, e.g. with an If/Else filter before the ticket creation where we only filter for messages that include "?" "order" or "complaint".
Once a Zendesk ticket is created within Chatarmin your ticket will enter your ticketing inbox in your Zendesk Account.
Source: Chatarmin, Q3 2024
If the started conversation is not older than 24h hours you can reply as usual. Due to the limitation of META, you can only start conversations via templates there is a limitation if you miss this 24-hour window. In this case, you will have to create a "reply-template" inside of Chatarmin which you can use to reply inside of Zendesk.
To do this create a template that looks like this:
Then you will be able to select the template in Zendesk on the right-hand side. For this example fill "Variable 1" with "firstname" and "Variable 2" with a custom text which would be your reply to the issue at hand.
Source: Chatarmin, Q3 2024
Automatically Tagging Chats of a Zendesk Ticket
Take for example this use case, brought to us by a client doing well over €250.000,00 in monthly WhatsApp revenue, all through our Shopify, Klaviyo and zendesk integrations:
When people start chats asking if they have an order already or not, if not we want to prioritize these in our zendesk and put them in a specific box. Then, our sales guy can instantly message with these potential customers and close them.This would be really beneficial for us, if possible we would like to get this implemented asap.
Source: Chatarmin, Q2 2024
This is now possible through dedicated tagging of a zendesk ticket. Feel free to apply Chatarmin's if/else-splits, to refine your tagging strategy. And make use of this ultimate Customer support efficiency improvement hack!
Triggering WhatsApp-Flows through zendesk-Ticket-Status
Please be aware you can not only trigger zendesk-tickets through Chatarmin's flow-builder, but also trigger automatically Chatarmin flows by updating zendesk-ticket-statuses:
solved
closed
This enables you to put automated "post-service-journeys" that can be used to
upsell
cross-sell
do (NPS) surveys
get your client to rate your service
do lead-enrichment
fetch optin-statuses (SOI -> DOI)
and other intelligent hyper-personalized automations
Source: Chatarmin Q3 2024
Please be aware every Chatarmin-account comes with pre-built flows, including zendesk-triggered "post-service-flows":
Source: Chatarmin, Q3 2024
Simply click on "create flow" in your Chatarmin flow dashboard, and thus make use of your WhatsApp-automations, automatically triggered by updated zendesk-ticket-statuses.
WhatsApp Voice Messages in Chatarmin zendesk WhatsApp integration
Q: Can we listen to voice messages via ZenDesk. Is there a solution for this?
A: Voice messages are also imported into Zendesk!