Check Freshdesk Ticket Status on WhatsApp
This recipe lets customers check their Freshdesk ticket in chat, without waiting for someone to look it up. Part of connecting Freshdesk to WhatsApp and AI chat.
What happens today
A customer who raised a problem last week messages on WhatsApp to ask what is happening. Someone on your team opens Freshdesk, searches for them, reads the thread and types a reply. Many of these chats are only status checks, and they take time away from the cases that need work.
The flow that works
- AeroChat asks for the email the customer used, and their ticket number if they have it.
- It searches Freshdesk for that customer’s tickets.
- It tells them the status of the open ticket and a short summary of the last reply from your team.
- If they add new details, it adds them to the ticket.
- If they want to speak to someone, it hands the conversation to your team with the ticket number.
The recipe
Copy this into AeroChat
When a customer asks about a support request they already raised, follow these steps.
- If they give a ticket number, ask for the email they used too. If not, ask: “Which email did you use when you contacted us?”
- List the tickets in Freshdesk for that email. If they gave a ticket number, look up that ticket.
- Only share a ticket if the customer’s email on it matches the email they gave you. If nothing matches, say you could not find it and offer to open a new one.
- If they have more than one open ticket, list the subjects and ask which one they mean.
- Tell them the status in plain words: Open means our team is working on it, Pending means we are waiting for a reply from them, Resolved or Closed means we have marked it as fixed.
- Summarise the last reply from our team in one or two lines. Never share internal notes.
- If they add details, add them to the ticket as a private note that starts with “Customer added in chat”. If the ticket is Resolved and they say the problem is back, add their message and set the ticket to Open.
- If they ask for a person, or the ticket has had no reply from us for three working days (example), hand the conversation to our support team with the ticket number.
Do not promise a fix date that is not written in the ticket. Reply in the customer’s language.
Change the status wording and the three-day limit to match how your team works, including any custom statuses, before you paste it.
What to connect
- Freshdesk. Copy the API key from your Freshdesk Profile settings, using an agent account that can see the tickets. Paste it and your Freshdesk address in when AeroChat asks.
After you paste the recipe, AeroChat builds the workflow as a draft and shows a checklist: connect Freshdesk, then switch it on. If it built the connection from Freshdesk’s public documentation, the checklist asks you to check it once against the current docs.
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.
What you still decide
- Which statuses AeroChat shares, and the words it uses for each.
- How a customer shows the ticket is theirs.
- When a status check becomes a handover to your team.
The result to expect
Customers get an answer about their case in the same chat, at any hour. Your team spends less time on “any update?” messages and more on the open cases.
Measure it with your own numbers: status questions answered in chat without a handover, and your team’s first reply time on open tickets, for a month before and after.
Next: create tickets from support chats.
Works on every chat channel
This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, TikTok, Telegram, the chat on your website and email, with the same Freshdesk connection behind it. See what each channel does on the Freshdesk integration page.
Let customers check their own tickets
Paste the recipe, add your Freshdesk API key, and ask about a test ticket in the chat.