Automation · Customer service and scheduling
Open a Freshdesk ticket from WhatsApp and tell where it stands
An AI agent opens Freshdesk tickets from WhatsApp in the right group, leaves the context and tells the customer where their case stands.
How do I turn a complaint that arrives on WhatsApp into a Freshdesk ticket without copying it by hand?
A Met connected to Freshdesk first checks your knowledge base in case the answer is already written. If it is not, it finds or creates the contact, opens the ticket in the right group and leaves an internal note with what the customer said on WhatsApp. It gives them the ticket number and, when they write again, finds their tickets and tells them the status and the latest update. Each successful call counts against your Freshdesk plan's yearly action allowance.
What starts it
When the customer writes
It starts when a customer writes on WhatsApp to report a fault, ask for a warranty or ask about a case they already opened. There is no trigger to configure: the Met assigned to the line runs the procedure inside that conversation.
Nothing to set up. The Met assigned to that channel picks up the conversation and runs the procedure inside it.
Who runs it
Support Met with a help desk
Customer service team
This is not a named, seeded Met. It is the Met that already answers the support WhatsApp, with Freshdesk connected. Its work ends when the case is in a ticket with its context and the customer knows its number and status.
Run by the customer support Met
Channels: WhatsApp
What you need connected
- Freshdesk Sell and serve
5 steps · 10 tools
The procedure, step by step
Each step shows the tool that runs. They belong to the real connector: if one of them stopped existing, this page would not build.
- 1
Check the knowledge base before opening a case
The Met reads the articles in the folder your team chose in the Freshdesk knowledge base. If one solves the question, it shares it and opens no ticket. That way the help desk gets the cases that really need a person.
- 2
Find or create the contact
The Met looks the person up by name and confirms with their email that it is the same one. If they do not exist, it creates them with the name, email and phone given in the chat. It does not create a new contact for someone already registered.
- 3
Open the ticket in the right group
With the list of agent groups, the Met picks the one that handles that type of case, such as warranties or billing, and opens the ticket with a clear subject and the problem description. It shares the number Freshdesk returned with the customer.
- 4
Leave the chat context in an internal note
The Met adds an internal note with what the customer said, the details they gave and what was already tried. The agent who takes the case does not have to ask again, and the note does not reach the customer.
- 5
Tell where it stands when the customer returns
If the person writes again, the Met finds their tickets, opens the one they ask about and reads its status and latest conversation. It tells them that, without promising a date the agent did not give.
Before you start
What you need ready
The Met solves none of these for you. If one is missing, the automation stops there.
-
Freshdesk connected in Met
In Met, go to Connections, search for Freshdesk, type your subdomain, paste your API key and tap Connect. Freshdesk must be on the Growth, Pro or Enterprise plan.
-
Groups and knowledge folder defined
Your team tells the Met which group handles each type of case and which knowledge base folder to check first. Without that, the Met has no way to choose.
-
A WhatsApp line with the Met assigned
Your company connects its WhatsApp Business API line in Met and assigns the support Met. The conversation with the customer happens there; Freshdesk stays as the help desk.
The limits
What this automation does NOT solve
Better said here than discovered halfway through the rollout.
-
It does not solve the case. It opens the ticket and leaves it with context; your team solves it in Freshdesk.
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It does not ask for confirmation before writing to Freshdesk. The control is which actions the workspace admin keeps on.
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It stops working if your Freshdesk plan's action allowance runs out. Extra packs are bought from Freshdesk.
FAQ
Questions about this automation
Each successful call counts as one action. The full path of this automation, with two knowledge base reads, a new contact, group, ticket and note, is seven calls; a status check, three. Check your yearly allowance in Freshdesk.
They get the ones your Freshdesk setup sends for a new ticket or an agent reply. The internal note does not reach them.
The Met asks which one they mean or uses the number the person gives. It does not mix the status of one case with another.
Yes, but the connection uses your freshdesk.com subdomain. Freshdesk does not publish its MCP server on custom domains.
Keep going
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Want this automation running on your own data?
We will show it to you with your accounts connected, not with a canned demo.