STRAX Reach · Helpdesk mirrors
Keep working in Zendesk while clients chat on any channel
Your support team knows Zendesk and its macros, reports and service levels. This package lets them keep all of that while clients write on WhatsApp, SMS, email or the portal chat.
- Two-way ticket sync
- Signed webhooks
- One ticket per conversation
Tickets in Zendesk, conversations in Reach
When a client writes on any channel you choose, Reach opens a Zendesk ticket for that conversation with the client as requester and later messages as their public comments. The ticket carries the conversation id and a tag for the channel, so views and triggers can tell a WhatsApp ticket from an email one.
An agent answers in Zendesk as usual. A trigger calls Reach with the public reply, Zendesk signs the call with the webhook secret and a timestamp, and Reach checks both before it queues the answer on the channel the client used. The client sees a normal WhatsApp message or portal chat reply.
Replies that Reach itself sends, from the AI assistant or the Reach console, can be added to the ticket as private notes so the Zendesk agent has the full picture. Reach never mirrors its own Zendesk replies back, which keeps both systems free of loops. A small link table remembers which ticket belongs to which conversation, and the ticket status reported by each webhook call is stored beside it for your own reporting.
Where it helps
Service levels that already work
Your first-response targets and escalation rules keep running on tickets that started as WhatsApp chats.
One queue for contact centre agents
Agents stay in the tool they were trained on while clients choose their channel.
Complaint reporting
Regulatory complaint reports keep drawing from Zendesk, now including chat and SMS complaints.
What you need
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A Zendesk account
With a dedicated agent for Reach and an API token.
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A signed webhook
The webhook signing secret, stored in the Reach credential vault.
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A trigger
Sends public agent replies on Reach tickets to the reply workflow.
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Reach Core and a channel
The conversations the tickets mirror, on any channel package.
Good to know
Closing a ticket does not close the Reach conversation yet, and attachments stay on their side. Test the trigger body once with a live ticket, because Zendesk fills the placeholders at send time.
Questions
Is this a channel for clients?
Clients never see Zendesk. It is a mirror that lets your helpdesk team answer conversations from other channels.
Which channels are mirrored?
Every channel by default, or a list you set such as WhatsApp and web chat.
Can a reply loop between Zendesk and Reach?
No loop can form: messages Zendesk queued are never mirrored back, and the trigger excludes the Reach agent.
What if the client has no email address?
The ticket requester is created with the client's name, and the channel address is written into the first comment.
Read more
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The whole Reach family →
Reach Core and every channel package, with what each one needs.
Add Zendesk mirror to Reach
Tell us which channels your clients use and we will plan the rollout with your team.
Premium Requires STRAX Reach - Core, which is licensed.
About this listing
| Version | 1.0.0 |
| Author | STRAX |
| Category | Communication |
| Published | 2026-09-24 |
What's inside
| Credential | 2 |
| Data table | 1 |
| Global variable | 3 |
| Workflow | 2 |
Free listing
Install it from Feature Marketplace inside STRAX
It builds on STRAX Reach - Core, a premium package. Ask us for a quote to license it first.
Open Feature Marketplace
In your STRAX installation, open Feature Marketplace from the navigation.
Find "STRAX Reach - Zendesk"
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Install
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Zendesk is a trademark of its owner, named here only to identify the service this package connects to.
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