Integrate WhatsApp with Zendesk - Here's how!

The integration of WhatsApp with Zendesk opens up a wide range of opportunities for companies to optimize their customer interactions. This powerful connection between a world-class customer support system and a widely used messaging service offers a new dimension in communication and service.

By connecting Zendesk and WhatsApp, companies can automate their response to customer inquiries and provide world-class support. This combines the versatile features of Zendesk with the fast, direct communication of WhatsApp. This not only enables efficient customer support, but also opens up opportunities to automate operations for an even smoother experience.

In this article, you'll learn how to integrate WhatsApp with Zendesk and how it can help streamline your operations and increase customer satisfaction.
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What is Zendesk?

Before we delve deeper into WhatsApp integration with Zendesk, it's important to provide an overview of Zendesk itself. Zendesk is a leading customer care platform that helps businesses manage and optimize their customer interactions.
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Zendesk logo

Zendesk offers a wide range of features and tools to help companies manage their customer relationships more effectively. Here are some of the key features of Zendesk:

‍Ticket management: With Zendesk, you can centrally manage customer requests in the form of tickets. You can track requests, monitor status, and ensure that no request goes unanswered.

‍Customer Portal: Zendesk enables customers to access information and submit requests through a user-friendly portal. This strengthens transparency and allows customers to track their concerns themselves.

Multi-channel support: Zendesk supports various communication channels such as email, chat, and social media. This allows customers to contact you on their preferred channels.

‍Knowledge Base: You can create a knowledge base to answer frequently asked questions and allow customers to search for answers themselves.

‍Analysesand Reports: Zendesk provides tools to analyze support requests and generate reports. This helps you identify trends and improve the performance of your support team.

‍Mobilesupport: Zendesk provides mobile apps that allow support agents to access customer requests from anywhere. This enables quick response and efficient handling.

WhatsApp integration extends Zendesk's functionality by adding another communication option used by many people around the world. The WhatsApp integration allows you to run automated customer communications directly from Zendesk and store and manage all relevant data in one central system.
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WhatsApp integration for Zendesk: benefits and use cases

Integrating WhatsApp with Zendesk opens up a wide range of benefits for companies and expands the possibilities for customer communication. Here are the crucial aspects to consider:

‍Efficientcommunication and optimized customer support: Linking WhatsApp and Zendesk allows you to simplify your communication across different channels and offer your customers a convenient way to contact you. By integrating WhatsApp with Zendesk, you can answer customer queries directly and promptly, share information, and provide support. This contributes significantly to increasing customer satisfaction.

Highly effective marketing with WhatsApp Newsletter: Thanks to the WhatsApp API interface, it is possible to send automated marketing newsletters to pre-segmented customer groups. The advantage of this: WhatsApp newsletters have an open rate of over 95% and the emotional purchase decision process of consumers can be influenced much better on such a personal platform as WhatsApp than with emails.

‍Centralizeddata storage and optimized workflows: The integration allows you to store customer data and communication histories centrally within the Zendesk platform. This means you have all relevant information in one place and can set up automated workflows to optimize business processes and respond quickly to requests.

‍Team collaborationand support enhancement: Connecting WhatsApp and Zendesk facilitates team collaboration and supports customer support. Team members can share information via WhatsApp, assign tasks, and track the progress of support requests. This strengthens team communication and improves customer support.

‍Individualcustomer service and personal support: The integration of WhatsApp with Zendesk opens up the possibility of offering individual customer service. The personal atmosphere of WhatsApp allows you to respond to your customers' individual needs and build closer customer relationships.

‍Effectiveevent communication and quick interaction: When organizing events, you can use WhatsApp to communicate with attendees, send invitations, and share important details. The integration also enables quick interaction and effective customer support through the familiar messaging platform.

Connecting WhatsApp and Zendesk opens up numerous opportunities to optimize communication, collaboration, and efficiency in your organization. From effective customer interaction to targeted marketing to improved team collaboration, combining the two platforms adds value to your Zendesk-based business.

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How do you link WhatsApp to Zendesk?

There are several ways to integrate WhatsApp into Zendesk. We will now briefly introduce these to you.

‍Possibility1: Independent implementation
If you have in-depth programming knowledge, you can set up the integration independently. However, this requires access to the WhatsApp API interface. However, this is only available to selected companies. So if you own a large and well-known e-commerce company and have the necessary resources to implement it, you can contact Meta Platforms, the parent company of WhatsApp, and request access to the WhatsApp API interface.

‍Option2: Mateo as WhatsApp API provider
‍Theeasiest and cheapest way to integrate WhatsApp and Zendesk is via a professional third-party provider such as Mateo with corresponding WhatsApp API access. With Mateo, you can use all the features: You can do WhatsApp newsletter marketing, provided your customers have given consent to receive messages. In addition, Mateo 's central inbox integrates various other messaging channels besides WhatsApp, such as Facebook, Instagram, email, SMS and Google Business Chat. You can also significantly improve your Google reviews through automated review management and integrate over 6,000 other apps into Mateo's communication software aside from Zendesk. Our software is available to you for as little as 79€ per month. With Mateo, WhatsApp and Zendesk are linked via Zapier software. Find out how this works in the following paragraph!
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Mateo, Zapier and Salesforce integration diagram — Thanks to Mateo and Zapier, you can integrate WhatsApp with Zendesk and many other apps. Without the WhatsApp Business API interface, linking is not possible.

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Here you can find an overview of all applications that can be linked to Mateo through Zapier. If you have any questions, please feel free to contact us or book a free consultation appointment directly.

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Link and use WhatsApp and Zendesk with Mateo and Zapier

A short digression: What is Zapier and how does it work?

Zapier is a powerful software tool that allows automating recurring tasks between different applications. With Zapier, you can connect over 6,000 apps and create workflows without requiring extensive programming skills. This automation saves you time and resources by eliminating manual tasks and allowing you to seamlessly share data between different platforms. Zapier supports a wide range of apps and services, giving you the ability to share data between your favorite tools to make your workflows more efficient. You can automate various actions such as sending emails, entering data in spreadsheets, sending notifications in messaging apps or scheduling social media posts. Zapier thus allows you to focus on more important tasks by automating repetitive and time-consuming tasks. A particularly interesting feature is the ability to send automated WhatsApp messages when predefined events occur in other software applications.

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Logos of software applications supported by Zapier — Zapier supports the linking of over 6,000 software applications

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Requirements for the WhatsApp - Zendesk integration

There is an access to the WhatsApp API interface, through Mateo's professional messaging tool
You have a Zendesk account that is connected to your business processes
You have access to a Zapier account with permission to edit zaps
You have formulated WhatsApp message templates for the intended use, submitted them to Meta and got them approved

Requirements not met? We will be happy to support you! Simply write to us via our web widget or arrange a free consultation appointment.
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How to: Link WhatsApp and Zendesk

All requirements met? Then you can start linking WhatsApp, Mateo and Zendesk
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Log in to Zapier.
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Create a new "Zap" with the button in the left corner.
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Select Zendesk as a "Trigger" if you want to send a WhatsApp message when certain events occur in Zendesk, or as an "Action" if you want to perform an action in Zendesk when you receive WhatsApp messages (e.g. create a new ticket).
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Accordingly, select your WhatsApp Business API Provider as "Action" or as "Trigger".
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Confirm the new Zap and make it live.
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Congratulations! Fully automated WhatsApp messages are now sent. Or, if you have set up the link the other way around, for example, an incoming WhatsApp message from an unsaved number will create a new customer contact in Zendesk or open a new ticket.
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Mateo and Zendesk diagram in practice — Example of how Mateo's Zendesk integration works
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Other advantages of Mateo

Mateo has much more to offer than just WhatsApp integration with Zendesk. Our customers particularly appreciate the following benefits:

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Central user interface

In addition to WhatsApp Business API, Mateo bundles many other communication channels such as email, Instagram, Google Business Chat, SMS or Facebook Messenger in a central inbox. On the intuitive and clear user interface, you will find various helpful tools for particularly efficient customer communication. For your customers, a web widget with the message channels you support is available for particularly easy contact.

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Custom Message Templates

Thanks to various message templates that can be created individually, the amount of paperwork is minimized and the efficiency of customer communication is increased. This means that personnel resources in the service area can be deployed elsewhere.

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WhatsApp & SMS Marketing Newsletter

With Mateo's WhatsApp API solution, newsletters can be sent in a GDPR-compliant manner. Due to the first-class open rate of 98% for WhatsApp messages, marketing can thus be done much better than via email or other channels. With Mateo, you can also send your marketing newsletters automatically via SMS.

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More positive Google reviews

With Mateo, you create an outstanding customer experience. Mateo can automatically request online reviews from your customers. The more reviews you have, the better you will be found on Google, for example. Reviews also create trust in your company.

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Privacy

Mateo's messaging tool is compatible with all German and European legally binding data protection requirements. If the law changes, the software will be revised accordingly. For absolutely secure customer communication, all messages are encrypted end-to-end. You can read all the info about the GDPR when using WhatsApp in our article"WhatsApp Business and GDPR". This will help you avoid the warnings, severe penalties and expensive legal costs that often occur in the event of non-compliance with the GDPR (= use of the standard WhatsApp Business app).

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‍Scalabilityfor all company sizes

The scalability of the messaging tool has been confirmed by the large number of companies already using Mateo with great satisfaction. Whether customers have just a few employees or many hundreds, the software works smoothly and, depending on the package, with an unlimited number of end devices, users and phone numbers. The fact that Mateo significantly reduces the workload in the customer service area opens up new growth opportunities for many companies.

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Low cost provider for WhatsApp Business API

With an entry-level price of just 79 euros per month, Mateo is a cost-effective provider for WhatsApp Business API solutions on the German market. Combined with the integration of additional communication channels and various helpful tools, Mateo offers excellent value for money. Mateo's personal customer support assists companies with every step of the integration, ensuring very low barriers to entry.

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Integrate WhatsApp with Zendesk - Instructions [August 2023]