Connect Freshdesk to WhatsApp

Freshdesk Basic Auth uses your API key as the username and any non-empty string as the password. The convention is the single letter X. Freshdesk ignores the password entirely; only the API key is validated. So the format is: Authorization: Basic BASE64(api_key:X). This trips up almost everyone the first time.

The free Freshdesk Sprout plan does not include API access. You need a Growth, Pro, or Enterprise plan. If you cannot find an API Key on your Profile Settings page, check your plan.

Freshdesk REST API v2: developers.freshdesk.com/api

Your API key: sfg999666t673t7t82t3

String to encode: sfg999666t673t7t82t3:X
             (api_key + colon + letter X)

Base64 result:  c2ZnOTk5NjY2dDY3M3Q3dDgydDM6WA==

Authorization header value: Basic c2ZnOTk5NjY2dDY3M3Q3dDgydDM6WA==

In WA.Expert External API Request step:
Header name:  Authorization
Header value: Basic c2ZnOTk5NjY2dDY3M3Q3dDgydDM6WA==

Tools to get the Base64 string:
  - Any online encoder: search "base64 encode"
  - Input: YOUR_API_KEY:X (your actual key, colon, capital X)
  - Copy the output and prepend "Basic "

To get only open tickets, add &status=2 to the URL. Status codes: 2=Open, 3=Pending, 4=Resolved, 5=Closed. Example: ?email={{customer_email}}&status=2&order_type=desc

[
  {
    "id": 1001,
    "subject": "Order #5521 not delivered",
    "description_text": "My order was placed on June 18 but has not arrived.",
    "status": 2,
    "priority": 2,
    "requester_id": 447,
    "responder_id": 12,
    "created_at": "2026-06-20T10:30:00Z",
    "updated_at": "2026-06-22T14:00:00Z",
    "due_by": "2026-06-24T10:30:00Z",
    "tags": ["whatsapp", "order-issue"],
    "type": "Question"
  }
]

Map: [0].id, [0].subject, [0].status, [0].priority, [0].due_by

Freshdesk returns tickets as a plain array (not wrapped in a key). Map as [0].id, [0].subject, [0].status. If the array is empty, the customer has no tickets matching that email. Add a conditions branch for that case.

Convert numeric status to a readable label in your WhatsApp message. 'Your ticket status: Open' reads better than 'Your ticket status: 2'.

If the customer messaged you first within the last 24 hours, your reply is a free service conversation. For proactive outbound ticket updates, use an approved Utility template.

POST https://YOUR_DOMAIN.freshdesk.com/api/v2/tickets
Authorization: Basic BASE64_OF_APIKEY_COLON_X
Content-Type: application/json

Body:
{
  "email": "{{customer_email}}",
  "subject": "WhatsApp: {{customer_issue_summary}}",
  "description": "Customer WhatsApp message: {{customer_message}}",
  "priority": 2,
  "status": 2,
  "tags": ["whatsapp", "bot-created"],
  "source": 7
}

Response:
{ "id": 1002, "status": 2, "subject": "WhatsApp: ...", ... }

Map: id -> new_ticket_id
Bot replies: "Ticket #{{new_ticket_id}} created.
Our team will respond within 24 hours."

source: 7 = created via API (shows in Freshdesk ticket source field)

Customer messages: "What is the status of my support ticket?"

Bot asks: "Please share the email address used when you raised the ticket."
Customer replies: priya@example.com
Stored as {{customer_email}}.

External API Request step:
GET https://acme.freshdesk.com/api/v2/tickets
  ?email=priya@example.com&status=2&order_type=desc&per_page=1
Authorization: Basic c2ZnOTk5NjY2dDY3...

Response (array):
[{
  "id": 1001,
  "subject": "Order #5521 not delivered",
  "status": 2,
  "updated_at": "2026-06-22T14:00:00Z"
}]

Mapped:
ticket_id      = "1001"
ticket_subject = "Order #5521 not delivered"
ticket_status  = "2"

Conditions: if array is empty → "No open tickets found for this email."

Bot replies (if found):
"Hi Priya, here is your ticket update:

Ticket #1001: Order #5521 not delivered
Status: Open
Last updated: 22 June 2026

Reply AGENT to request a callback, or UPDATE for latest notes."