WhatsApp is a blind spot in your support
Customers expect to reach you on WhatsApp, but your support team lives in Zendesk. Without integration, you're managing two systems, losing context and increasing response times.
Zendesk × WhatsAppZendesk WhatsApp integration for Shopify stores
Route WhatsApp conversations into Zendesk as tickets. Your support team handles WhatsApp from the Zendesk workspace it already uses, with the rest of its tickets.
5/5 on Shopify500+ brands trust us
WhatsApp in ZendeskFincut · ZendeskLive- WhatsApp message received“Where is my order #1042?”
- Conversation in ZendeskTagged WhatsApp · Customer matched
- Shopify context attached#1042 · Picked up by carrier
- Agent reply sentFrom the Zendesk inbox
- Resolved on first replyCustomer: “Perfect, thanks!”
Average first reply5 min
Trusted by fast-growing brands and global retailers
With Kanal
Unify WhatsApp with your Zendesk workspace
Kanal integrates WhatsApp with Zendesk so every conversation becomes a ticket. Agents respond from Zendesk with full customer context, automation rules and SLA tracking.
Key features.Zendesk and WhatsApp, connected.
Connect Zendesk to Kanal in a few clicks, then compare the plans to see what each one includes.
See pricingZendesk × WhatsApp · 01
Ticket creation
Incoming WhatsApp messages automatically create Zendesk tickets with proper routing and prioritization.
Zendesk × WhatsApp · 02
Full customer context
View order history, previous tickets and customer data alongside WhatsApp conversations.
Zendesk × WhatsApp · 03
Automation & triggers
Apply Zendesk triggers, automations and macros to WhatsApp tickets: auto-assign, auto-tag and auto-respond.
Zendesk × WhatsApp · 04
SLA tracking
WhatsApp tickets follow your existing SLA policies so no conversation falls through the cracks.
What you can do.Use cases with Zendesk.
Customer support
Handle all WhatsApp inquiries as Zendesk tickets with proper queue management and agent assignment.
Order tracking
Let customers check order status on WhatsApp, resolved by agents with full Zendesk context.
Escalation workflows
Automatically escalate complex WhatsApp issues to specialized teams using Zendesk routing rules.
Zendesk FAQ
How does the Zendesk integration work?
Kanal connects your WhatsApp Business account to Zendesk. Incoming messages create tickets automatically, and agent replies in Zendesk are sent back to the customer on WhatsApp.
Can I use Zendesk automations with WhatsApp?
Yes. Your existing Zendesk triggers, automations, macros and views work with WhatsApp tickets. You can also create WhatsApp-specific automation rules.
Does it support Zendesk's SLA policies?
Yes. WhatsApp tickets are subject to your SLA policies like any other channel. Track first reply time, resolution time and customer satisfaction.
Can multiple agents handle WhatsApp conversations?
Yes. WhatsApp conversations follow your Zendesk routing rules: round-robin, skills-based or manual assignment. Agents see the full conversation history regardless of who handled it previously.
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