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IntegrationsFreshdesk

Freshdesk

Trigger WhatsApp messages when a support ticket is created or updated — great for first-response SLAs (“we’ve received your ticket, ref #123”) and reply notifications.

EventTypical template
ticket_createdTicket received with ref #
ticket_updatedStatus change or reply posted

Setup

1. Copy the Splashify webhook URL

https://apis.splashifypro.com/api/v1/webhooks/integrations/<your-user-id>/freshdesk

2. Configure Freshdesk automations

Freshdesk admin → Automations → Ticket creation (or Ticket updates) → + New Rule.

  1. Conditions — as narrow or broad as you want.

  2. Actions → Trigger Webhook:

    FieldValue
    Request typePOST
    Callback URLURL from step 1
    EncodingJSON
    Authentication(none)
    ContentAdvanced — build a JSON body:
    {
  "event": "ticket_created",
  "data": {
    "ticket": {
      "id": {{ticket.id}},
      "subject": "{{ticket.subject}}",
      "requester": {
        "name": "{{ticket.requester.name}}",
        "phone": "{{ticket.requester.phone}}"
      }
    }
  }
}

  3. Save + activate.

3. Configure in Splashify

Freshdesk’s data.ticket is unwrapped by Splashify automatically.

  • Phone Field → requester.phone

  • Variables:

    VarField pathSample
    {{1}}id1042
    {{2}}subjectCan't login
    {{3}}requester.nameDeepika

  • Map one template per event via Event Automations (ticket_created, ticket_updated).

  • Enabled → Save.

Gotchas

  • Requester phone is often blank — Freshdesk’s default form only collects email. Add a “Phone” field to your ticket form if you want reliable WhatsApp routing.
  • Event name is in the JSON body, not a header — make sure your Automations template includes "event": "ticket_created" (or _updated) verbatim.
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