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💡 Why Integrate Zendesk?

Chatarmin help center image By connecting Chatarmin with Zendesk:
  • Your support team handles WhatsApp chats in Zendesk
  • Your marketing team works in Chatarmin
  • Customers interact via one WhatsApp number
  • You can convert support leads into marketing leads
  • And generate long-term retention revenue

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🔧 Zendesk Connection

  1. Log in to Chatarmin and navigate to:
    https://chatarmin.com/dashboard/zendesk/connect
  2. Copy and enter your Zendesk Domain and click “Connect Zendesk” and authorize access.
  3. In your Zendesk dashboard, go to Settings > Apps and Integrations > Zendesk Support Apps.
  4. Open the Marketplace, search for Chatarmin, and install the app. You will need your WhatsApp number and our API Key, both can be found on your Chatarmin Profile.
  5. On the Marketplace, go to Channel Apps > Chatarmin > Accounts and click Add Account to link your WhatsApp number.
🎥 Prefer a video?
Source: Chatarmin, Q3 2024

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➕ Optional: Multi-Number Setup

If you want to connect multiple WhatsApp numbers, create one Chatarmin account per number and repeat the above steps. Chatarmin help center image Chatarmin help center image

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Creating a Zendesk Ticket

Chatarmin allows you to automatically create Zendesk tickets from incoming WhatsApp messages, with flexible filtering options:
  • Exclude messages like “thanks” or “ok” that don’t require support
  • Avoid duplicate tickets by skipping users who already created a ticket within the last day.
Chatarmin help center image You can combine this flow with a DOI and email check to qualify leads, collect verified contact data, and follow up via email. Created tickets appear directly in your Zendesk dashboard, where you can manage and reply to them as usual. Chatarmin help center image Source: Chatarmin, Q3 2024

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🔄 Restart Conversations

After 24 hours, the free messaging window closes. This means:
  • You can no longer send free-form messages to the customer.
  • Conversations can only be restarted using pre-approved message templates.
These templates can be sent directly from Zendesk if you want to respond to a customer inquiry after the 24-hour window. Chatarmin help center image Important:
The customer must reply to the template message to reopen the messaging window and continue the conversation. For more information about the 24-hour messaging window, see here: 24-h Window Chatarmin help center image Source: Chatarmin, Q3 2024

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Automatically Tagging Chats of a Zendesk Ticket

You can automatically detect message intent, such as questions like “Do I have an order?”, and:
  • Apply custom tags to the Zendesk ticket (e.g. ReturnOrder)
  • Route tickets to specific inboxes or views in Zendesk
  • Enable sales or support teams to respond faster and close conversations more effectively
Chatarmin help center image Source: Chatarmin, Q2 2024 This setup is fully configurable using:
  • Chatarmin’s If/Else logic in Flows
  • Automated ticket tagging
  • Zendesk view filters based on tags
✅ A simple and efficient way to prioritize valuable WhatsApp conversations and improve response handling.

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🔁 Trigger WhatsApp Flows from Zendesk

You can not only trigger Zendesk tickets from Chatarmin Flows, but also automatically trigger Chatarmin Flows based on Zendesk ticket status updates, such as:
  • solved
  • closed
This allows you to run fully automated post-service journeys, including:
  • Upsell and cross-sell flows
  • NPS or satisfaction surveys
  • Service rating requests
  • Lead enrichment and qualification
  • Opt-in status upgrades (SOI → DOI)
  • Other personalized follow-up automations
Chatarmin help center image Source: Chatarmin Q3 2024

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🔊 Voice Messages in Zendesk

Voice messages from WhatsApp are imported into Zendesk and can be played directly.