What does the Freshdesk integration do?
- Connect with a domain and API key. InboxWA stores your Freshdesk subdomain and API key. A test action confirms the connection by listing tickets.
- Create a ticket. InboxWA can create a Freshdesk ticket with the customer's email (required), a subject (required), a description, a priority (low, medium, high or urgent), a status (open, pending, resolved or closed) and optionally a phone number and name.
- Receive Freshdesk events. Freshdesk has no webhook API, so you create an automation rule in Freshdesk that calls an InboxWA URL. That URL carries a secret token, and InboxWA rejects requests without the right one. Events are logged against your account.
How would you use it?
- Escalate to support. When the AI hands a conversation to a human and the issue needs a ticket, create it in Freshdesk so it joins your normal support queue. See the WhatsApp team inbox.
- Log a complaint. Capture the customer's email and issue in a flow and create the ticket with a priority.
What does it not do?
- It does not attach the WhatsApp conversation transcript to the ticket automatically. Put the key points in the ticket description.
- It does not push Freshdesk ticket status changes back into WhatsApp conversations. Incoming Freshdesk events are logged, not turned into messages.
- A ticket needs the customer's email address.
- This page describes what the integration does today, including its limits. If you need something it does not do, our custom integration service scopes it as a project.
Frequently asked questions
Does InboxWA integrate with Freshdesk?
Yes. Connect with your Freshdesk domain and API key, then create tickets from InboxWA with email, subject, description, priority and status. Freshdesk automation webhooks are received and logged.
Is the whole WhatsApp conversation added to the ticket?
No. Tickets are created with the fields you provide, so include the key details in the description. Transcript attachment is not part of the integration today.
Do Freshdesk status changes message the customer on WhatsApp?
Not automatically. Incoming Freshdesk events are verified and logged, but they do not send WhatsApp messages on their own.
How is the Freshdesk webhook secured?
Freshdesk does not sign webhooks, so InboxWA uses a secret token in the webhook URL and rejects requests that do not carry it.
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