Connect Freshdesk to WhatsApp, Instagram, TikTok and AI Chat
Customers message you on WhatsApp, Instagram, Messenger, TikTok, Telegram, web chat or email, but your support cases live in Freshdesk. AeroChat answers those conversations, looks up a ticket’s status when a customer asks, and opens or updates the ticket with what the customer said. It connects through Freshdesk’s public API. You describe the workflow in your own words, and AeroChat builds it.
What you can do with Freshdesk and AeroChat
- Check ticket status in chat. When a customer asks about their case, AeroChat finds their tickets by email and tells them where it stands.
- Create tickets from support chats. When a problem needs your team, AeroChat creates a ticket with the details and tells the customer what happens next.
- Add follow-ups to an open ticket. When a customer sends more details, AeroChat adds them to the ticket as a note, so the agent sees one thread.
- Recognise returning customers. AeroChat looks up the contact by email or phone and sees their open tickets before it replies.
- Flag urgent cases. AeroChat sets the priority your rules call for and hands the conversation to your team.
Works on every chat channel
Your customers message you wherever they already are. The same Freshdesk connection and the same workflows run on every channel AeroChat supports, and Freshdesk stays the record whichever one they use.
| Channel | What your customers can do |
|---|---|
| Message your WhatsApp Business number to check a ticket, add details to it or raise a new support request. Voice notes are transcribed, so a spoken request works too. | |
| Send the same requests by direct message. A comment on your post can get an automatic reply that moves the conversation to a DM. | |
| Facebook Messenger | Send the same requests to your Facebook Page. Comments on your Page posts can get an automatic reply too. |
| TikTok | Send the same requests by TikTok direct message or TikTok Shop buyer chat. Both arrive in the same TikTok inbox. |
| Telegram | Send the same requests to your business on Telegram. |
| Web chat | Do the same from the chat on your website, without leaving the page. |
| Write to your Gmail or Office 365 address and get the same answer the chat gives. |
How the connection works
AeroChat connects through Freshdesk’s public API. It reads and writes tickets and contacts, lists a customer’s tickets by email, and adds notes and replies to tickets. Each workflow uses only what its recipe asks for.
To connect, sign in to Freshdesk with an agent account that can see the tickets the workflow needs, open your Profile settings and copy your API key. Freshdesk’s API documentation shows where it is. Paste the key and your Freshdesk address into the AeroChat dashboard when AeroChat asks.
You describe the workflow in your own words. AeroChat builds it as a draft, works out which Freshdesk calls it needs, and asks you to connect. Keys and credentials are entered in the AeroChat dashboard and never pass through the conversation.
Workflows to copy
Copy this into AeroChat
When a customer asks about a support request they already raised, ask for the email they used. List their tickets in Freshdesk by that email. Tell them the status of the most recent open one and summarise the last reply from our team in one or two lines. If they add details, add them to the ticket as a note.
Copy this into AeroChat
When a customer reports a problem with an order or a service, ask for their name, email, order number and a short description. Create a Freshdesk ticket with their email, a one-line subject, the description and the tag chat. Tell them the ticket number and that our support team will reply within one working day (example), then hand the conversation over.
More workflows you can run on WhatsApp are on the WhatsApp workflows page.
Who uses it
Any business that runs its support queue in Freshdesk can use it. Online stores use it for returns and delivery questions, and service businesses for warranty and repeat-issue cases. These recipes fit a help desk:
- Returns and exchanges for beauty stores
- Order tracking for fashion stores
- Warranty and repeat issues for aircon and home services
What stays in Freshdesk
Freshdesk stays your record. Tickets, contacts, groups, SLA policies, automations and reporting live there, and your team still works and resolves the tickets.
AeroChat handles the conversation. It looks up, opens and updates the tickets your recipe asks for and leaves the rest to Freshdesk and your team.
Questions
Does AeroChat work with Freshdesk?
Yes. AeroChat connects through Freshdesk’s public API with an API key from your Freshdesk profile.
Can customers check a ticket on WhatsApp?
Yes. AeroChat finds the ticket by the customer’s email or ticket number and tells the customer its status in the chat. If they add details, AeroChat adds them to the same ticket.
Do I need a developer?
No. You describe the workflow in your own words, copy your API key from Freshdesk and paste it in, and switch it on. AeroChat builds the Freshdesk connection from your description and shows a checklist of what is left to do.
Which plan do I need?
Workflows via Skills are on every plan. Choose by message volume: Starter covers 500 AI responses a month and 3 seats, Growth covers 2,000 responses and 10 seats and adds payment links and broadcasts, and Advanced covers 5,000 responses and 25 seats.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
Connect Freshdesk and try it
Paste the first recipe, add your Freshdesk API key, and ask about a test ticket in the chat.