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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.

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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.

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Setup

1

Generate a Zendesk API token

Follow Zendesk’s guide to generating an API token. This token gives Connectly read access to your Zendesk ticket data only.
2

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.
3

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.

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What Connectly can access

Security & privacy: All customer data is encrypted at rest and in transit. See Connectly’s privacy policy for full details.