Automation · Customer service and scheduling
Turn a WhatsApp complaint into a Teamwork.com ticket and task
An AI agent turns a complaint that arrives on WhatsApp into a Teamwork Desk ticket and a task for the team, linked to each other.
How do I turn a complaint that arrives on WhatsApp into a Teamwork.com ticket and task?
When a customer reports a problem on WhatsApp, a Met connected to Teamwork.com looks them up among the Teamwork Desk customers or creates them, checks whether they already have an open ticket for the same thing and, if not, opens one with what they said. Then it creates the task in the task list your team uses for these cases and links it to the ticket, so the ticket shows the work. Creating tickets and creating tasks start turned off in Met: the admin has to turn them on for the procedure to run end to end.
What starts it
When the customer writes
It starts when a customer writes on WhatsApp to report a failure, an error in a deliverable or something that does not work. There is no trigger to configure: the Met assigned to the line runs the procedure inside that conversation.
Nothing to set up. The Met assigned to that channel picks up the conversation and runs the procedure inside it.
Who runs it
Support Met that escalates complaints
Customer service team
It is the Met that answers the business's WhatsApp, with Teamwork.com connected. Its work ends when the complaint is a ticket in Desk, with its task linked, and the customer knows their case is open.
Run by the customer support Met
Channels: WhatsApp
What you need connected
- Teamwork.com Automate and collaborate
6 steps · 7 tools
The procedure, step by step
Each step shows the tool that runs. They belong to the real connector: if one of them stopped existing, this page would not build.
- 1
Find the customer in Desk
The Met looks up the customer in Teamwork Desk by email or company. If they do not exist, it creates them with their name, email and phone.
- 2
Check for an existing ticket
Before opening another one, the Met searches that customer's tickets by status and topic. If one is already open for the same thing, it tells the customer their case is still in progress.
- 3
Open the ticket
If there is no ticket, the Met creates it in the inbox your team named, with the subject and what the customer said. This action starts turned off: without it, the Met alerts the team to open it.
- 4
Locate the task list
The Met lists the task lists of the support project and takes the one your team uses for complaints, instead of leaving the task on its own.
- 5
Create the task for the team
The Met creates the task with a summary of the complaint and the ticket link. Creating tasks also starts turned off, so the admin turns it on if they want this step.
- 6
Link the task to the ticket
The Met links the task to the Desk ticket so whoever handles the ticket sees the work being done, and confirms to the customer that their case is open.
Before you start
What you need ready
The Met solves none of these for you. If one is missing, the automation stops there.
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Teamwork.com with Desk and a support project
Your team uses Teamwork Desk for tickets and has a project with a task list for complaints. Tell the Met in the skill which inbox and which list to use.
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Teamwork.com connected with the actions on
In Met, open Connections → Teamwork.com → Connect and authorize. The admin turns on creating tickets and creating tasks, which start turned off.
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A WhatsApp line with the Met assigned
The business connects its WhatsApp Business API line and assigns the Met that answers customers. The complaint is taken inside that conversation.
The limits
What this automation does NOT solve
Better said here than discovered halfway through the rollout.
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It does not fix the problem. It leaves the case logged and linked; your team works on the solution in the task.
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It does not create the ticket or the task while those actions stay off. In that case the Met searches, alerts the team and the record is made in Teamwork.com.
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It does not ask for confirmation in the chat before creating: if the action is on, it runs it. The admin decides which writes stay on.
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It does not reply to the customer from Desk in this procedure. The reply goes through WhatsApp; replying to tickets is another action, which also starts turned off.
FAQ
Questions about this automation
Because the Teamwork server marks them as destructive actions and in Met those start turned off. The admin turns them on in Connections.
Only if the ticket is created with the customer notice. If your team does not want that, it says so in the skill and the Met does not request it.
The Met searches their tickets first. If one is open for the same topic, it does not open another and tells them their case is still in progress.
Keep going
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Want this automation running on your own data?
We will show it to you with your accounts connected, not with a canned demo.