{"id":3160,"date":"2021-05-08T16:20:24","date_gmt":"2021-05-08T16:20:24","guid":{"rendered":"https:\/\/pickyassist.com\/blog\/?p=3160"},"modified":"2026-03-16T12:12:50","modified_gmt":"2026-03-16T12:12:50","slug":"whatsapp-integration-with-freshdesk","status":"publish","type":"post","link":"https:\/\/pickyassist.com\/blog\/whatsapp-integration-with-freshdesk\/","title":{"rendered":"WhatsApp Integration with Freshdesk"},"content":{"rendered":"\n

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

Prerequisite <\/strong><\/h2>\n\n\n\n
    \n
  1. WhatsApp Channel Enabled Picky Assist Account<\/li>\n\n\n\n
  2. Access to Picky Assist WhatsMail Adon<\/li>\n\n\n\n
  3. Freshdesk Account with Admin Privilege<\/li>\n<\/ol>\n\n\n\n

    Capabilities <\/strong><\/h2>\n\n\n\n

    Once the integration is completed you will able to do the following activities through Freshdesk <\/p>\n\n\n\n

      \n
    1. Automatically create Tickets in Freshdesk\u00a0 when someone sends a WhatsApp Message to your Connected Number with Picky Assist<\/li>\n\n\n\n
    2. Creating Tickets conditionally with Smart Replies<\/a> 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 \u201chelp\u201d etc.<\/li>\n\n\n\n
    3. Ability to automatically send a WhatsApp reply with the Ticket ID when the ticket is created<\/li>\n\n\n\n
    4. Support team can reply to the tickets as normal and we automatically convert the reply and send it via WhatsApp<\/li>\n<\/ol>\n\n\n\n

      How it Works<\/strong><\/h2>\n\n\n\n

      Picky Assist makes use of WhatsMail Adon<\/a> to integrate with Freshdesk. Configure your Freshdesk email with Picky Assist WhatsMail Addon to automatically forward incoming WhatsApp messages to your support email.<\/p>\n\n\n\n

      Each WhatsApp number gets a unique email; agent replies are captured, processed, and delivered back to the respective WhatsApp user.<\/p>\n\n\n\n

      Getting Started<\/strong><\/h2>\n\n\n\n

      Log in to Freshdesk, go to Settings \u2192 Channels \u2192 Email, and copy the email address to use with Picky Assist.<\/p>\n\n\n\n

      \"\"<\/a><\/figure>\n\n\n\n
      \"\"<\/a><\/figure>\n\n\n\n

      Configuring with Picky Assist WhatsMail<\/strong><\/h2>\n\n\n\n

      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, <\/strong>and a popup will open as shown below;<\/p>\n\n\n\n

      Selecting Channel<\/strong><\/h2>\n\n\n\n

      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;
      <\/p>\n\n\n

      \n
      \"\"<\/a><\/figure><\/div>\n\n\n

      Push Action<\/strong><\/h2>\n\n\n\n

      Choose to forward all messages to WhatsMail or use Smart Replies; create tickets only when Smart Replies cannot resolve queries.<\/p>\n\n\n

      \n
      \"\"<\/figure><\/div>\n\n\n

      White Listed Email\u2019s<\/strong><\/h2>\n\n\n\n

      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.
      <\/p>\n\n\n

      \n
      \"\"<\/a><\/figure><\/div>\n\n\n

      Mail Delimiter<\/strong><\/h2>\n\n\n\n

      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.<\/p>\n\n\n\n

      When the recipient\u2019s 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.<\/p>\n\n\n\n

      You can set delimiter as a unique text a combination of special characters and text is recommended, few examples as below;<\/p>\n\n\n\n

      \u2014\u2014\u2014\u2014\u2014\u2013Reply Above This Line\u2014\u2014\u2014\u2014\u2014\u2014\u2014<\/p>\n\n\n\n

      #####\u2014\u2014Reply Above This Line\u2014\u2013<\/strong><\/h6>\n\n\n\n

      Fresh Desk Default Delimiter<\/strong><\/h2>\n\n\n\n

      The Freshdesk default delimiter is \u2014 until you customize this with your email signature if you have enabled the email signature then make sure you have added \u2014 before the email signature<\/p>\n\n\n\n

      First setup the delimiter as shown below;
      <\/p>\n\n\n

      \n
      \"\"<\/a><\/figure><\/div>\n\n\n

      Email Signature in Freshdesk<\/strong><\/h2>\n\n\n\n

      If you have enabled the Email Signature then make sure all the agents added a prefix \u2014 before their email signature as shown below;<\/p>\n\n\n\n

      You can setup the email signature from the Freshdesk -> Profile Settings -> Preference<\/strong>
      <\/p>\n\n\n

      \n
      \"\"<\/a><\/figure><\/div>\n\n
      \n
      \"\"<\/a><\/figure><\/div>\n\n\n

      WhatsMail Subject & Message Body<\/strong><\/h2>\n\n\n\n

      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.
      <\/p>\n\n\n

      \n
      \"\"<\/a><\/figure><\/div>\n\n\n

      Personalizing Email Subject & Body with Attributes<\/strong><\/h2>\n\n\n\n

      Please make use of the \u201cAttributes\u201d 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
      <\/p>\n\n\n

      \n
      \"\"<\/a><\/figure><\/div>\n\n\n

      Proactive Messaging<\/strong><\/h2>\n\n\n\n

      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.
      <\/p>\n\n\n

      \n
      \"\"<\/a><\/figure><\/div>\n\n\n

      When you create a new ticket in the Freshdesk you need to make sure the followings;<\/strong><\/p>\n\n\n\n

      Email : You should use the email address as shown in your Picky Assist WhatsMail settings under \u201cProactive Messaging\u201d section as shown in the above image.<\/p>\n\n\n\n

      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 +<\/p>\n\n\n\n

      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
      <\/p>\n\n\n\n

      \"\"<\/a><\/figure>\n\n\n\n
      \"\"<\/a><\/figure>\n\n\n\n


      <\/p>\n","protected":false},"excerpt":{"rendered":"

      This guide shows how to integrate WhatsApp with Freshdesk and other email-based ticketing systems like Zendesk, Gmail, HubSpot, and Zoho Desk. Prerequisite  Capabilities  Once the integration is completed you will able to do the following activities through Freshdesk  How it Works Picky Assist makes use of WhatsMail Adon to integrate with Freshdesk. Configure your Freshdesk […]<\/p>\n","protected":false},"author":1,"featured_media":3201,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[131,151],"tags":[152,153],"class_list":["post-3160","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-integrations","category-support-desk","tag-freshdesk-integration-with-work","tag-whatsapp-integration-with-freshdesk"],"yoast_head":"\nWhatsApp Integration with Freshdesk - Picky Assist Official Blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/pickyassist.com\/blog\/whatsapp-integration-with-freshdesk\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"WhatsApp Integration with Freshdesk - Picky Assist Official Blog\" \/>\n<meta property=\"og:description\" content=\"This guide shows how to integrate WhatsApp with Freshdesk and other email-based ticketing systems like Zendesk, Gmail, HubSpot, and Zoho Desk. 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