Freshdesk

Connect Freshdesk and customers get a WhatsApp message when their support ticket is opened, with the ticket number, and again when it changes, for example when it is resolved.

Before you start

A Freshdesk account with admin access.
An approved WhatsApp template for each message, for example "we got your request". See Create a WhatsApp template. Most templates are approved within 24 hours.
A phone number on your tickets. Freshdesk's default form asks only for an email, so add a phone field to your ticket form or contact form.

No keys are needed. Freshdesk only has to send its automation webhooks to the URL on the Freshdesk page.

Connect Freshdesk

Open Freshdesk in the app
In the left sidebar, click Integrations. Under Support, find Freshdesk and click Connect. The page starts with the messages, then the URL to paste into Freshdesk.
Freshdesk needs no keys: start with the messages
Choose a message for each event
Under Choose a message for each event there are two events: Ticket Created and Ticket Updated. Click one, pick a Template, leave Send it to on Requester Phone, and fill the blanks, for example Requester Name, Ticket ID and Ticket Subject.
One template for each event
Click Connect Freshdesk
Click Connect Freshdesk in the bar at the bottom, then copy the URL under Paste this URL in Freshdesk.

Add a rule for new tickets in Freshdesk

In Freshdesk, open Admin, then Automations (under Workflows), and on the Ticket Creation tab click New rule. Set the conditions you want (or none), then add the action Trigger webhook:

Request type: POST
URL: paste the URL you copied.
Encoding: JSON
Content: Advanced, and paste this:

{
  "event": "ticket_created",
  "data": {
    "ticket": {
      "id": "{{ticket.id}}",
      "subject": "{{ticket.subject}}",
      "status_name": "{{ticket.status}}",
      "priority_name": "{{ticket.priority}}",
      "requester": {
        "name": "{{ticket.requester.name}}",
        "email": "{{ticket.requester.email}}",
        "phone": "{{ticket.requester.phone}}"
      }
    }
  }
}

Save the rule.

Add a rule for ticket updates
On the Ticket Updates tab, add a second rule the same way (for example when the status changes). Use the same URL and content, but change the first line to "event": "ticket_updated".
Check that it works
Create a test ticket with a phone number. On the Freshdesk page in our app, open the Activity tab. You should see Sent, Message sent.

The event name matters

We tell the two events apart by the "event" line: ticket_created sends the Ticket Created message and ticket_updated sends the Ticket Updated message. Keep it exactly as shown.

What you can put in the message

In Fill the variables	What it holds
Requester Name, Requester Email, Requester Phone	The customer who raised the ticket
Ticket ID	The ticket number, for example `1024`
Ticket Subject	The ticket's subject
Ticket Status	For example Open or Resolved
Ticket Priority	For example High

Change, pause or disconnect

Change a message: open the event, make your change, then click Save changes.
Pause: switch Active off on the right.
Disconnect: click the ⋮ button at the top right, then Disconnect, and confirm. Also switch off the two rules in Freshdesk.

If a message did not go out

What you see in Activity	What to do
Not sent, No phone number in the field you picked	The customer has no phone number in Freshdesk. Add a phone field to your forms.
Skipped, No message is set for the ... event	Check the `"event"` line in the rule, and that the event has a template.
Rejected, The data sent was not valid JSON	Check the rule's content for a missing comma or quote.

More fixes are in Troubleshooting.