WhatsApp-Freshdesk Integration

Enhance Support with WhatsApp-Freshdesk Integration!

Let us make you agree with a simple yet powerful fact, Providing Customer Satisfaction remains at the core of everything businesses do.

Be it the quality of your products, or solving customer queries, a satisfied customer is considered as a win, always!

‍In today's age, businesses are constantly improving their workflows to serve their customers better. In fact, just by streamlining communication with your customers, you can build a loyal and recurring customer base.

Moreover, WhatsApp when integrated with Freshdesk, acts as a dynamic duo that allows businesses to tap into the power of WhatsApp as a communication tool while leveraging Freshdesk's robust customer support features. How cool this is!

‍In this blog, we'll explore the various aspects of WhatsApp-Freshdesk Integration, from its benefits to getting started and sending messages seamlessly.

‍WhatsApp for Freshdesk

Let’s understand why use WhatsApp as a communication tool

WhatsApp is no longer just a messaging app; it's also a powerful tool for D2C businesses as it helps them communicate with customers, engage them with offers, and build stronger relationships. 

With over 2 billion monthly active users worldwide. Its popularity stems from its ease of use, instant messaging capabilities, and the fact that it's where many customers prefer to communicate. 

By integrating WhatsApp into your businesses’ customer support ecosystem, you can not only communicate with customers, but also enhance accessibility, and convenience, and provide yourself a channel to market your products. 

Why Freshdesk & WhatsApp Users Love this Integration

This not only improves customer satisfaction but also helps in quicker issue resolution. Additionally, with WhatsApp offering end-to-end encryption, businesses and customers can ensure the security and privacy of customer interactions.

whatsapp business as a communication tool

WhatsApp Business API | Integration with Freshdesk

With you now being familiar on what are the benefits of a WhatsApp business account, it’s time that we help you with the steps of Freshdesk WhatsApp integration.‍

Let’s get started!

Set up your CRM and WhatsApp Business Account

Sign up for your Freshdesk account, which is similar to Pragma’s CRM providing you one-click signup process. Post the signup, all you have to do is to connect your WhatsApp Business Account to your CRM.

If you don’t have a WhatsApp business account, then you have to first set that up, followed by registering your business phone number with WhatsApp for official communication.

Access the Freshdesk WhatsApp API

Obtain access to the Freshdesk integration with WhatsApp API - This is usually provided by Freshdesk support. To access this feature, you need to have Admin access to your Freshdesk account.

With Pragma’s CRM, you can fast-forward this process by simply connecting your WhatsApp Business with Pragma CRM in faster timelines of a few days only.

Integrate WhatsApp with CRM

Now finally, you need to set up rules for the message automation to happen on WhatsApp via your CRM. For this,

Go to Freshdesk > Admin > Helpdesk Productivity Automation> switch to Ticket Updates, and click the button New rule > Define the rule.

You can follow Freshdesk's integration guide to link your WhatsApp Business Account to Freshdesk present on the admin page. Once all these are done, hit the button Preview and save.

With Pragma, you get access to a dedicated account manager who helps you right from onboarding to going live in a matter of days, instead of months.

Dashboard Integration 


After all the integrations, WhatsApp conversations can be managed directly within your CRM dashboard.

Manage not just WhatsApp, but all relevant channels in one single place

Pragma enables access to WhatsApp, Facebook Messenger, Instagram, Email and VoIP

No more dedicated individuals or applications for each channel. This rich data helps flag impulse buyers, fake orders and orders made by bots.

connect 2.0

Manage all your Tickets via Pragma

How to send WhatsApp Messages using Freshdesk?

With the integration now being set up, here's a step-by-step guide on how to send WhatsApp messages using Freshdesk:

Please make sure before you begin with the below steps, that you should have followed the above section and steps and have an active WhatsApp-Freshdesk integration already in place.

freshdesk whatsapp integration

Initiate Conversations: 

Support agents or marketing teams can initiate conversations with customers or users directly from Pragma or Freshdesk by selecting the WhatsApp channel. Automatically a ticket will be assigned to every conversation helping lower manual efforts.

Respond to Inquiries: 

Agents can promptly respond to customer inquiries received through WhatsApp from the CRM interface. 

With Pragma CRM, responding includes answering a particular query or maybe guiding the user through a set of their product or addressing a complaint.

queries reply

Respond to queries directly

Automate Responses: 

Your team can now utilise pre-set responses and workflows within your CRM dashboard to automate message responses. 

These pre-set responses help in saving time, ensuring consistency support agents, and most importantly providing a quick resolution to the customer.

awesome store

Automate Responses

Track and Manage: 

All WhatsApp interactions are centralised in a CRM, making it easy to track and manage conversations, tickets, and resolutions. Every new conversation is assigned a ticket to track them easily. 

Analysing these tickets and customer queries can provide your team with useful insights and help them build better products and strategies

Seamlessly Communicate:

With everything being set up, you can utilise your CRM like Pragma or Freshdesk for seamless communication with customers on a unified interface for managing all tickets on WhatsApp and other support channels.

Why Pragma?

Integrating WhatsApp into a CRM system like Pragma gives you the ability to reach 400M users in India. With data-driver insights on customers collated from over 400+ brands, Pragma's WhatsApp Business Suite sets apart itself due to its ability to:

  • Automating over 75% of Support and implementing automation in sales, marketing & customer support teams 
  • Offer instant support/query resolution by providing best-in-class experience, 24/7, on a platform of 2Bn+ users resulting in 3X Customer Experience.
  • Boosting team Productivity by 2x by helping them automate quick responses and helping them focus on more important things.
  • Customers can browse, place, pay, and track orders all on WhatsApp. Businesses can answer queries, provide personalised recommendations, customised offers, and more.
  • Reduce cart abandonment rate and increase helps businesses increase conversions by 15%. 
freshdesk whatsapp integration

Final Thoughts

With this, we’ve explained to you everything you’ll need to know about WhatsApp Freshdesk integration. Moreover, we also believe you would have realised why using WhatsApp for your marketing and customer support initiatives is important.

Hence, integrating WhatsApp with Pragma CRM is again a powerful tool for D2C businesses that are on the look to revolutionise their customer communication and streamline processes. 

The best part is Pragma helps you to provide data-driven strategies that are crucial in sending out campaigns via WhatsApp.

freshdesk whatsapp integration

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