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Freshservice
WhatsApp Business

Freshservice and Whatsapp Business Integration

Seamlessly connect Freshservice with WhatsApp Business to enhance your IT service management with real-time messaging and support.

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Explore Triggers and Actions

Triggers
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Events that start automations (reorder apps to see more triggers)
Actions
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Steps your automation takes in response (reorder apps to see more actions)
New Solution Article
Trigger new event for each created solution article.
New Ticket
Trigger new event for each created ticket.
Ticket Updated
Trigger new event for each updated ticket.
Solution Article Updated
Trigger new event for each updated solution article.
Send Voice Message
Sends a voice message
Send Text Using Template
Send a text message using a pre-defined template
Send Text Message
Sends a text message
List Message Templates
Lists message templates

How it works

Add your support channel as a trigger
Start with any customer-facing channel — WhatsApp, Email, Web Chat, or even Phone. When a new ticket, message, or call comes in, the workflow kicks off.
Connect your apps
Set conditions like agent persona, customer type, query intent, or urgency. Then let your AI agent auto-respond, triage, summarize, or even escalate — just using natural language.
Connect it to your tools
Sync with your CRM, Helpdesk, or internal systems. Automatically log tickets, update statuses, notify agents, send surveys or send summaries — your workflow, your way.

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What can Ayudo do with Freshservice and Whatsapp Business?

The Freshservice and WhatsApp Business integration empowers your IT support teams to engage with end-users directly through WhatsApp. Automate ticket creation, receive instant notifications, and respond to queries within Freshservice, streamlining communication and accelerating issue resolution. This integration ensures your support workflows are more efficient, personalized, and accessible on the world’s most popular messaging platform.

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Freshservice
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WhatsApp Business
to streamline your company's workflows, automate tasks, and boost productivity.
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Frequently asked questions

How does the Freshservice and WhatsApp Business integration work?

The integration connects your Freshservice account with WhatsApp Business, allowing messages sent by users on WhatsApp to automatically create or update tickets in Freshservice. Support agents can reply to these messages directly from the Freshservice interface, ensuring smooth and centralized communication.

What are the benefits of integrating Freshservice with WhatsApp Business?

This integration enables faster response times, improves customer engagement by leveraging a familiar messaging platform, reduces manual ticket logging, and provides a unified workspace for support agents to manage all communications efficiently.

Is it possible to automate ticket creation from WhatsApp messages?

Yes, incoming WhatsApp messages can be configured to automatically generate tickets in Freshservice, ensuring no customer query goes unnoticed and streamlining your support process.

Can support agents respond to WhatsApp messages directly from Freshservice?

Absolutely. Agents can view and reply to WhatsApp messages within the Freshservice platform, eliminating the need to switch between multiple applications and maintaining a consistent support experience.

What are the prerequisites for setting up this integration?

You need an active Freshservice account and a verified WhatsApp Business API account. Additionally, appropriate permissions and API credentials are required to connect both platforms securely.

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