WhatsApp Integration with Freshdesk

This guide shows how to integrate WhatsApp with Freshdesk and other email-based ticketing systems like Zendesk, Gmail, HubSpot, and Zoho Desk.

Prerequisite 

1. WhatsApp Channel Enabled Picky Assist Account
2. Access to Picky Assist WhatsMail Adon
3. Freshdesk Account with Admin Privilege

Capabilities 

Once the integration is completed you will able to do the following activities through Freshdesk 

1. Automatically create Tickets in Freshdesk  when someone sends a WhatsApp Message to your Connected Number with Picky Assist
2. Creating Tickets conditionally with Smart Replies to reduce the count of tickets i.e you will able to automate the frequently asked questions using the Smart Replies and tickets will get created only if the smart replies not able to understand the customer query or based on certain keywords defined by you like “help” etc.
3. Ability to automatically send a WhatsApp reply with the Ticket ID when the ticket is created
4. Support team can reply to the tickets as normal and we automatically convert the reply and send it via WhatsApp

How it Works

Picky Assist makes use of WhatsMail Adon to integrate with Freshdesk. Configure your Freshdesk email with Picky Assist WhatsMail Addon to automatically forward incoming WhatsApp messages to your support email.

Each WhatsApp number gets a unique email; agent replies are captured, processed, and delivered back to the respective WhatsApp user.

Getting Started

Log in to Freshdesk, go to Settings → Channels → Email, and copy the email address to use with Picky Assist.

Configuring with Picky Assist WhatsMail

Now we need to paste the email address into the Picky Assist WhatsMail Settings, to do this kindly login into Picky Assist Account -> Settings -> App (Tab) -> WhatsMail -> Settings, and a popup will open as shown below;

Selecting Channel

Channel helps you to forward the incoming messages only from the selected channel to your Freshdesk, if you want to forward messages from multiple channels then please select it accordingly as shown below;

Push Action

Choose to forward all messages to WhatsMail or use Smart Replies; create tickets only when Smart Replies cannot resolve queries.

White Listed Email’s

This is where you need to input your Freshdesk email address which we copied earlier from Freshdesk, please use enter to input multiple email addresses. We will forward all WhatsApp messages received to these email addresses.

Mail Delimiter

The email delimiter is a line of text used to inform the email recipient that any text entered into a reply must be above a certain line in the email.

When the recipient’s reply is received in various email application / support desk software the delimiter is used to separate old content from new. The new content is added to the ticket as a comment.

You can set delimiter as a unique text a combination of special characters and text is recommended, few examples as below;

—————–Reply Above This Line———————

#####——Reply Above This Line—–

Fresh Desk Default Delimiter

The Freshdesk default delimiter is — until you customize this with your email signature if you have enabled the email signature then make sure you have added — before the email signature

First setup the delimiter as shown below;

Email Signature in Freshdesk

If you have enabled the Email Signature then make sure all the agents added a prefix — before their email signature as shown below;

You can setup the email signature from the Freshdesk -> Profile Settings -> Preference

WhatsMail Subject & Message Body

This settings help you to customize the Email Subject & Body which used to send an email to your Freshdesk when a WhatsApp message is received in your Connected Number.

Personalizing Email Subject & Body with Attributes

Please make use of the “Attributes” to insert the values like Name, WhatsApp Number, Last User Reply, Message History etc as shown below, this helps the support team to understand the context in a better way

Proactive Messaging

Proactive Messaging helps you to create a ticket for a WhatsApp Number right from the Freshdesk, like a compliant received through Call or any other mediums.

When you create a new ticket in the Freshdesk you need to make sure the followings;

Email : You should use the email address as shown in your Picky Assist WhatsMail settings under “Proactive Messaging” section as shown in the above image.

Subject: The subject of the ticket should be the WhatsApp number of the customer followed by the Country Code, make sure you are passing the country code without 0 or +

Description / Message Body: Please make sure the description or message body is set to plan-text as many formatting is not supported by WhatsApp like font color, background color etc