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Zendesk Freshdesk Gorgias Integrations

 

WHATSAPP SERVICE INTEGRATIONS

 

Customers increasingly want to WhatsApp your brand. Get started easily with our Zendesk, Gorgias and Freshdesk integrations. Start with service, expand to marketing, stay ahead of competitors.

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Connect CHARLES WITH
LEADING SERVICE SOLUTIONS

Keep all your WhatsApp service questions in your existing service desk – so messages are easy to find and teams won't have to switch between platforms.
Zendesk X charles integration
Gorgias X charles integration
freshdesk X charles Integration
BENEFITS

Let your customers

ping you quickly

Add WhatsApp to Zendesk, Gorgias or Freshdesk and instantly improve your customer service offering – in an app that over 2 billion of the world's consumers already use.
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Save time with WhatsApp automation 

Use WhatsApp to get more details about incoming service requests by asking questions automatically via Journeys. For example, by asking for an order number or a picture before opening the ticket. 

Gorgias X charles integration-1

Ease operations
with 1 inbox

Bring WhatsApp enquiries into your existing service desk – so it's easy to find messages and there's no switching between platforms.

freshdesk X charles Integration-1

Boost CX with
WhatsApp simplicity 

Customers enjoy the ease of messaging brands on WhatsApp – and having their entire conversation history in one thread. 

FEATURES

SAME SERVICE DESK.
BRAND NEW SERVICE CHANNEL.

Create Zendesk tickets

Whether Zendesk, Gorgias or Freshdesk, you can use WhatsApp to get details (like order number) before opening a ticket in your preferred service desk.

Automated customer support

Chat with customers in WhatsApp through Zendesk, Gorgias or Freshdesk – so you don’t need to switch platforms and keep all your conversations in one place.

Send updates

Use templates to chat to customers after WhatsApp’s 24-hour conversation window or even convert to a marketing lead.

Automated responses

Send and receive rich media attachments to help you understand your customer’s issue and resolve it faster.

Create service desk tickets via charles

Create Zendesk tickets
Whether Zendesk, Gorgias or Freshdesk, you can use WhatsApp to get details (like order number) before opening a ticket in your preferred service desk.

Answer WhatsApp enquires directly in your service desk

Automated customer support
Chat with customers in WhatsApp through Zendesk, Gorgias or Freshdesk – so you don’t need to switch platforms and keep all your conversations in one place.

Respond after WhatsApp closes the conversation

Send updates
Use templates to chat to customers after WhatsApp’s 24-hour conversation window or even convert to a marketing lead.

Attach images, video and PDFs

Automated responses
Send and receive rich media attachments to help you understand your customer’s issue and resolve it faster.
WHY charles?

LEADING EUROPEAN WHATSAPP MARKETING PIONEERS

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Excellent support

Ease your entry into WhatsApp with bespoke advice and training from our passionate Success team.
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Highest standards

We're a Meta Partner and WhatsApp Business Solution Provider with ISO certification and a GDPR focus. 
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Marketing innovation

We're one of Europe's leading WhatsApp marketing platforms. 
G2 High Performer Europe Winter 2024

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GDPR compliant badge

ISO Certification

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QUESTIONS?
ANSWERS.

You probably have some questions about how WhatsApp service works. We're always happy to share our expertise, starting now:

Do my agents have to learn how to use yet another tool? 

No. We get that service teams don't want to be jumping from one platform to another. That's why, with our service integrations, you can manage your WhatsApp questions from the same inbox as your other channels.

What if there’s no one there to manage WhatsApp chats? 

That’s ok. You can automatically answer common questions through charles’ automation features, Journeys. You can also set an “out-of-office" WhatsApp message to set expectations about opening hours – as well as link to a useful webpage while your agents are away. 

Will it mean extra work for my agents? 

No. It’s just an extra channel. They’ll chat as they always have through your Zendesk, Gorgias or Freshdesk platform – with the added advantage that WhatsApp messages are generally shorter, less formal, more personal and (many agents say) more fun to write. 

Will my agents have context to solve the tickets in WhatsApp?

Yes. First, you can find out automatically if there’s an existing service ticket. Then you can triage incoming service request by asking questions – via quick replies, lists or free text – for additional context. This message, plus the last 5, are added to your service desk ticket for additional context. This way you can resolve WhatsApp tickets fast and give customers the highest quality, most personalized experience possible.

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WANT TO SEE HOW IT FEELS?

TAKE AN AUTOMATED TOUR IN WHATSAPP.

 

Try it out

The GDPR logo above stands for our commitment to provide a product that can be used in line with GDPR (e.g. with built-in privacy features, data hosting in the EU). It does not stand for any specific GDPR certification.