Zendesk tickets,, WhatsAppreplies and a team that keeps track of everything.
Connect Zendesk in the AI Chat. Then SmartChat keeps customers updated on WhatsApp about their request and creates tickets for your team.
Where customers learn their status.
Customers have to ask
- Anyone with a request calls or waits, unsure what's going on.
- The team keeps answering the same question about the status.
- Whoever answersa ticket has to reach the customer separately.
- Phone numbers sit in the ticket, but not in the team's hands.
Zendesk and SmartChat together
- When a ticket changes, the customer hears about it on WhatsApp.
- An automation turns new requests from the chat into tickets.
- A comment on the ticket can be public or internal.
- The phone number makes sure the user doesn't show up twice in Zendesk.
From ticket change to WhatsApp.
Zendesk sends the event to the secret webhook address of your automation. Whatever Zendesk can't do itself is handled by Make, Zapier or n8n.
A ticket changes
Your team solves a ticket or a new request comes in.
ZendeskThe event is reported
With the phone number and fields like subject or status, it goes to the webhook address.
webhookThe filter checks
You decide which status should trigger a message at all.
Status equalsThe customer reads it
SmartChat sends the approved template with the details from the event.
WhatsApp
The ticket is solved, and the customer knows it.
When the status in Zendesk switches to a value you chose, the customer gets notified. They don't have to ask.
Zendesk can do so much, and we use the parts that fit.
These actions are listed in the connection's docs. You describe your goal, and SmartChat AI picks the right one.
- Create a ticket in Zendesk when a customer writes defect in their message.
Create a ticket
Creates a ticket with a subject and a first comment.
- Log every complaint from my landing page as a customer request.
Request for a customer
Creates a request on behalf of an end user.
- Look up the user in Zendesk by phone number before a ticket is created.
Search users
Finds users by search term or external ID.
- Add the customer in Zendesk if they're not there yet.
Create or update user
Creates users or updates them.
- Attach the customer's reply to the ticket as an internal comment.
Add comment
Adds a public or private comment to a ticket.
- Read the ticket before the message to the customer is written.
Look up ticket
Fetches a ticket with its comments. Help center articles can be searched.
Three businesses and their customer service.
They all use Zendesk. The message to the customer stays friendly and short.
Anyone who drops off a device learns what happens next.
When a customer reports damage, a ticket and a message are created.
After a note about the assembly, the team gets in touch with an appointment.
You describe the goal, nothing more.
In the end, the automation looks exactly the way you want it. You see it before it starts.
- 1
Name the goal
You say in one sentence which message should go to whom and when.
Let the customer know on WhatsApp as soon as their ticket in Zendesk is solved. - 2
Have tickets created
At the same time, the automation can get something done in Zendesk.
Create a new ticket for every complaint from my landing page. - 3
Check the flow
SmartChat AI shows you the trigger, filter and message.
Show me the automation before it starts.
This is how the customer sees the message.
At a glance
The first line says why you're writing, the rest gives the key details.
Approved template
Messages outside the inbox only go out as templates that Meta has reviewed and approved.
Follow-up questions in the inbox
When the customer replies, your team reads it in the inbox.
Connect Zendesk in three quick steps
You sign in to Zendesk once. Your password stays there.
You write it in the AI Chat
In the AI Chat you write that you want to connect Zendesk. SmartChat AI shows you a card with the button.
AI ChatSign in to Zendesk
In the sign-in window, you choose your account and allow access.
ZendeskReady for automations
Your automations can now carry out actions in Zendesk.
Connected
What you should know before connecting Zendesk
How do I set up Zendesk in SmartChat?
Write in the AI Chatthat you want to connect Zendesk. SmartChat AI shows a card with a button. It opens the Zendesk sign-in window, where you choose your account and allow access.
Does SmartChat learn my Zendesk password?
No. You only type it into the Zendesk sign-in window.
Does SmartChat answer tickets automatically?
No. SmartChat does not promise automatic replies to tickets. An automation can carry out actions you give it, such as creating a ticket or adding a comment, and keep customers updated on WhatsApp.
How does SmartChat find out that a ticket has changed?
Zendesk sends the event to the secret webhook address of an automation with the trigger Event from an app, either directly or through Make, Zapier or n8n.
What does SmartChat do if there's no phone number in the event?
Then no WhatsApp can be sent, and SmartChat skips the step.
Can I match users in Zendesk?
Yes. SmartChat looks up the user by phone number or email address and creates or updates them.
Which actions are there for tickets?
According to the connection's docs, an automation can create a ticket, open a request on behalf of a customer, fetch a ticket with its comments and add a public or private comment.
Can I use help center articles?
The docs list an action that searches help center articles. What you do with it in an automation depends on your goal.
Is Zendesk constantly synced with SmartChat?
No, there is no ongoing two-way sync. Events come in through the webhook, and actions run when the automation starts.
Who can set this up?
Only admins build or change automations with SmartChat AI.
How many automations are included?
A Zendesk automation counts as an extra one. Free and Starter only have the fixed automation for new contacts, Basic has three (one fixed), and Pro has unlimited.
How much does SmartChat cost per month?
Free costs €0, Starter €299, Basic €499 and Pro €999, each plus VAT. Sending and runs cost no credits. Meta's prices for messages are listed here.
Why does the message have to be approved?
Outside the inbox, SmartChat only sends messages as templates that Meta has reviewed and approved. SmartChat AI writes the template and submits it.
How do customers unsubscribe?
They write STOP. They're unsubscribed right away and won't get any more messages.
Keep customers in the loop. In 60 seconds your system is ready.
You enter your website, and SmartChat AI builds your landing page, confirmation and thank-you message in 60 seconds. Then you connect Zendesk in the AI Chat.