WhatsApp Integration with Freshdesk

Why connect Freshdesk to WhatsApp Business API?

• WhatsApp is the #1 support channel in India — higher engagement than email, faster resolution
• Lower per-message cost than Freshdesk's native CPaaS partners
• No per-agent fee from Zaptilo — only Freshdesk's licensing applies
• Two-way conversation — agents reply in Freshdesk, customer sees WhatsApp
• Media attachments work in both directions
• INR billing with GST invoice from Zaptilo

Common use cases

How to integrate Freshdesk with WhatsApp Business API

Architecture

Customer WhatsApp ←──────→ Zaptilo BSP ←──────→ Bridge service ←──────→ Freshdesk
                                                  (your code)
                                                                       Agent UI

Step 1: Set up Zaptilo

Sign up at web.zaptilo.ai, generate API token, configure webhook URL pointing at your bridge.

Step 2: Build the bridge — inbound

Endpoint that receives Zaptilo webhooks and creates Freshdesk tickets:

// Node.js
app.post('/zaptilo-webhook', async (req, res) => {
  const msg = req.body.entry[0]?.changes[0]?.value?.messages?.[0];
  if (!msg) return res.sendStatus(200);

  // Find or create a contact
  const contact = await freshdeskFindOrCreateContact(msg.from);

  // Create ticket
  await fetch(`https://${SUBDOMAIN}.freshdesk.com/api/v2/tickets`, {
    method: 'POST',
    headers: { 'Authorization': 'Basic ' + Buffer.from(API_KEY + ':X').toString('base64'), 'Content-Type': 'application/json' },
    body: JSON.stringify({
      requester_id: contact.id,
      subject: 'WhatsApp message',
      description: msg.text?.body || '[media]',
      source: 7,    // 7 = Chat
      status: 2,    // Open
      priority: 1
    })
  });
  res.sendStatus(200);
});

Step 3: Build the bridge — outbound

Webhook from Freshdesk on ticket-update events, calling Zaptilo:

• In Freshdesk → Admin → Workflows → Automations → Ticket Updated rule
• Action: Trigger Webhook → URL: your bridge endpoint, Body: JSON with ticket + reply text
• Bridge looks up customer phone, calls Zaptilo's /api/send/template with reply

Frequently asked questions