WhatsApp and Desk ticket integration not working

Good morning,

We have integrated WhatsApp for Business into our Zoho Desk and we are able to have conversations with our clients without any problems. We are also able to raise a ticket from a WhatsApp message, however this is where the integration seems to fall down...

Once the ticket is raised, there doesn't seem to be any way to see the conversation, or quickly return back to the WhatsApp conversation from the ticket itself, nor can we see tickets to the right of the conversation in the IM module.

For example, we receive a WhatsApp message from one of our clients, reporting an issue and they also send a few photographs for context. We then create a ticket from the message, but we should then be able to converse with this client via WhatsApp from the ticket screen and also attach the photos from the WhatsApp chat to the ticket, but this doesn't appear possible?

On our system, once the ticket is created, it's a standalone ticket and not related to that WhatsApp conversation at all, meaning the agent has to go back and find it in order to send a response.

Am I missing something here?

Thanks

Rich

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