🔄 Ticket Status & Syncing
Why doesn't the ticket status change to "Open" in Zendesk when a customer replies, if the ticket was set to "Waiting" or "Paused"?
💡 Charles does not actively change ticket statuses in Zendesk, it only receives updates on status changes such as "Closed" or "Open."
If a ticket is in "Waiting" status in Zendesk and the customer responds, this will not affect its status in charles.
What happens in charles when a ticket is closed in Zendesk?
💡 When a ticket is marked as closed in Zendesk, the corresponding conversation in charles will automatically be closed and archived.
🔒 Closed Tickets
Can I reopen a closed ticket in charles?
✅ Yes! Reopening closed tickets is possible with the help of an automation in Zendesk. Here you’ll find more information.
Is there a way to check in charles whether a specific ticket is already closed for a customer?
❌ No — this functionality is currently not available.
💬 Replying to Customers
Can I reply to a client's ticket that is older than 24 hours via Zendesk?
Direct replies via Zendesk are not possible for messages older than 24 hours due to WhatsApp's messaging window policy.
✅ Workaround: You can still reach out to the customer via charles by using an Update Template to send a reply outside the 24-hour window.
⚙️ Automation & Configuration
Can I automatically open a new Zendesk ticket for all incoming messages?
✅ Yes! You can set this up by:
Creating a flow in charles
Adding the Create Zendesk Ticket node
Activating the flow with a Catch-All trigger
This ensures a new Zendesk ticket is automatically created for every incoming message.
Can charles' outgoing webhook pass additional ticket information via API (e.g., filling out specific ticket fields)?
❌ No — this feature is currently not available.
💬 Still have questions? Reach out to the charles support team via the chat icon in the bottom right corner of the platform.