Zoho Desk is India's most widely used help desk platform for mid-market businesses. Connecting it to WhatsApp via WA.Expert enables instant ticket updates via WhatsApp — replacing email notifications that go unread with WhatsApp messages that get 94% open rates. Customers get real-time ticket status on the channel they actually use.
Auto-send ticket confirmation when customer submits a support request. 'Your ticket #TKT-82941 has been raised. Expected response: 24hrs.' Reduces 'did you get my ticket?' calls.
When agent changes status (Open→In Progress→Resolved) — auto-WhatsApp the customer with the update and new ETA.
30 minutes before SLA deadline — WhatsApp alert to the assigned agent. Prevents breach before it happens.
On resolution: 'Your issue has been resolved. How was our support?' with 1–5 star rating buttons. Instant CSAT collection via WhatsApp.
Customer messages your WhatsApp number with a support query — auto-creates a Zoho Desk ticket. All conversation history synced.
Customer replies to a resolved ticket via WhatsApp — auto-reopens in Zoho Desk and alerts the agent.
WA.Expert dashboard → Settings → API Access → copy API key.
Zoho Desk → Setup → Automation → Webhooks → New Webhook. Set URL to WA.Expert API endpoint.
Zoho Desk → Automation → Notification Rules → New Rule. Trigger: 'Ticket Status Changed.' Action: fire the webhook with ticket ID, customer phone, and new status.
Map Zoho Desk ticket fields to WA.Expert template variables. {{ticket.contact.phone}}, {{ticket.id}}, {{ticket.status}}.
Build Utility templates for ticket confirmation, status update, and resolution notification. Submit for approval (1–4 hours).
Create a test ticket, change status, verify WhatsApp received. Check WA.Expert logs for delivery confirmation.
Ticket confirmations, status updates, SLA alerts, and CSAT collection — all automated via WhatsApp.