Keep a new ticket follow-up in the right WhatsApp thread
When a ticket is tied to an incoming WhatsApp message, reply in context so the customer can see what your response addresses.
Trigger
New Zendesk Ticket
Triggers when a new ticket is created in a specified Zendesk view.
Action
Send reply
Send a reply to a specific message in a whatsapp conversation. this creates a contextual reply that shows which message you're responding to. note: the reply will be delivered to the recipient only if they have texted first.
Why this helps
A generic message can be confusing when the customer has sent several messages about different issues.
- Keep the response attached to the relevant WhatsApp message.
- Make it easier for customers to follow the conversation.
- Avoid composing a separate, unanchored message.
Setup
Build it in a few focused steps.
- 1Connect Zendesk and WhatsApp once in the Notis portal.
- 2Create an automation in Automations, New Automation, and give it a name.
- 3Tell Notis to send a concise contextual reply only when the event contains the WhatsApp conversation and message identifier needed for a reply.
- 4Pick the Zendesk New Zendesk Ticket trigger and choose where run reports go.
- 5Test with one real example and confirm the reply references the intended message.
Questions about this workflow
Does Zendesk's new ticket event always include a WhatsApp message identifier?
The event description does not promise that. Use this only when the required WhatsApp conversation and message details are available; otherwise this action is not grounded for that event.
What does Send reply do?
It sends a WhatsApp reply to a specific message in a conversation, creating a contextual reply.
Can the reply be delivered if the customer has not texted first?
The action notes delivery only if the customer has texted first.
When this happens · Trigger
Do this · Action
Supported Triggers and Actions
Notis builds workflows that link Zendesk to Whatsapp. A trigger fires from one place; an action lands in another.
Zendesk triggers
Whatsapp actions
Recurring trigger
Notis starts this workflow on a schedule, such as daily, weekly, or during business hours.
Create message template
Create a new message template for the whatsapp business account. templates must be approved by whatsapp before they can be used. templates are required for marketing messages and messages sent outside the 24-hour window.
Webhook trigger
Notis starts this workflow when an external tool or custom backend sends an HTTP request.
Delete message template
Delete a message template from the whatsapp business account. this permanently removes the template and it cannot be recovered. only delete templates that are no longer needed.
New User Created
Triggered when a new user is created in Zendesk.
Get business profile
Get the business profile information for a whatsapp business phone number. this includes business details like description, address, website, and contact info.
New Zendesk Ticket
Triggers when a new ticket is created in a specified Zendesk view.
Get media
Get information about uploaded media including a temporary download url. the download url is valid for 5 minutes and can be used to retrieve the actual media file. this is useful for downloading media that was sent to your whatsapp number.
Get media info
Get metadata about uploaded media without generating a download url. this is useful for checking file size, type, and hash without downloading the file. use get media if you need the actual download url.
Get message templates
Get all message templates for the whatsapp business account. templates are required for sending messages outside the 24-hour window and for marketing/utility messages.
Get phone number
Get details of a specific phone number associated with a whatsapp business account.
Get phone numbers
Get all phone numbers associated with a whatsapp business account (waba).
Connect any two apps with Notis in the middle.
Zendesk and Whatsapp, or any other combination from 1,000+ integrations.
When this happens · Trigger
Do this · Action
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