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If your team already lives in a helpdesk, escalations can arrive there as tickets — and replies typed there reach the customer on the channel they wrote from.

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Two-way, on WhatsApp

Connect Zendesk or Salesforce and an escalated conversation opens a ticket with the transcript. When an agent replies in the helpdesk, that reply is delivered to the customer on WhatsApp. The customer never learns your helpdesk exists. They asked on WhatsApp; they get an answer on WhatsApp.

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Connecting

On the agent’s Channels page, open Reply from your helpdesk and connect the vendor. Credentials are sealed and are not readable from the dashboard.

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Which vendors

Ticket numbering differs by vendor and can repeat across accounts, so tickets are keyed by connection as well as by number. Two workspaces with the same ticket number never cross.

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Salesforce specifics

Salesforce caps a comment at 4,000 bytes, not characters — so a long transcript in a non-Latin script is trimmed on a byte boundary rather than rejected outright.

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What reaches the ticket

The conversation transcript at the point of escalation, plus a tag identifying the conversation so replies route back to the right thread. Internal notes are not included: those are your team’s, and a helpdesk ticket is a different audience.