WhatsApp support inside Zendesk
Route WhatsApp conversations into Zendesk as tickets. Your support team handles everything from one workspace — with full context and automation.
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.
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
Ticket creation
Incoming WhatsApp messages automatically create Zendesk tickets with proper routing and prioritization.
Full customer context
View order history, previous tickets and customer data alongside WhatsApp conversations.
Automation & triggers
Apply Zendesk triggers, automations and macros to WhatsApp tickets — auto-assign, auto-tag and auto-respond.
SLA tracking
WhatsApp tickets follow your existing SLA policies so no conversation falls through the cracks.
What you can do
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.
Frequently asked questions
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The future of e-commerce is conversational.