With the Zendesk integration, inbound WhatsApp messages from your customers are surfaced as tickets in Zendesk. When your team replies to a ticket, the customer receives a WhatsApp message with the reply — keeping the entire conversation in one place.
Prerequisites
- A fully onboarded Connectly account with a working WhatsApp business number.
- A Zendesk account with API access.
You must contact your Account Manager to request Zendesk integration access before starting setup. The integration will not work without this step.
Setup
Generate a Zendesk API token
Find your Zendesk subdomain
Your Zendesk domain is in the format COMPANY.zendesk.com. See this guide if you’re unsure where to find it. Send your details to Connectly
Email your Account Manager with the following:
- Zendesk API key
- Zendesk domain (e.g.
yourcompany.zendesk.com)
- WhatsApp welcome message contents
- Zendesk ticket subject line
- Zendesk first ticket comment text
Connectly will complete the integration setup on your behalf.
What Connectly can access
| Resource | Access |
|---|
| Zendesk ticket data | Read only — scoped to the API token you provide |
| WhatsApp account & phone number | Full management via Meta — messages, WABA info, delivery stats, and billing |
