Freshdesk

Plug WebSMSpanel into Freshdesk so every contact, lead, and ticket can trigger SMS, WhatsApp, RCS, or voice — natively from the records your team already lives in.

Connect via REST or our native Freshdesk plugin. Two-way messaging, templated campaigns, and conversation logs land back in Freshdesk contact timelines automatically.

Common use cases

Marketing campaigns

Trigger SMS / WhatsApp blasts from Freshdesk segments. Pre-approved templates, opt-out enforcement, and per-channel A/B testing.

Transactional alerts

Order updates, OTPs, appointment reminders fire from native workflow rules — no middleware to maintain.

Two-way conversational support

Inbound WhatsApp / SMS lands in your support queue with full context. Replies sent in-channel never leave the contact record.

Connect in 4 steps

Authenticate

Sign in to Freshdesk and authorise the WebSMSpanel app via OAuth (or paste an API key for self-hosted instances).

• Admin grants read/write scope on Contacts, Activities, and Custom Objects
• Region pinned at install time — your data never leaves the chosen geography

Map fields

Map Freshdesk contact fields to WebSMSpanel campaign variables in the visual mapper.

• Phone number, locale, opt-in flags wired in seconds
• Custom merge fields for personalisation tokens
• Segment + list sync runs every 15 minutes

Send first message

Pick a template, target a list or single record, and hit send. Delivery receipts stream back to the timeline in real time.

• Send from a contact card or in bulk from a list view
• Per-message status visible in the activity feed
• Throttle profiles per route so you never breach carrier limits

Receive replies

Inbound replies appear as new Freshdesk activity records, threaded against the originating contact and campaign.

• Two-way conversations open a 24-hour service window
• Auto-routing to assigned reps via existing assignment rules
• Conversation transcript stored with the contact for audit

Frequently asked questions

What authentication does the Freshdesk integration use?

OAuth 2.0 for cloud Freshdesk tenants, plus API-key auth for self-hosted instances. Scopes are read-only by default; write scopes (for posting activities back) are explicitly requested at install time.

Where is my data stored?

Message bodies and delivery records live in the WebSMSpanel region you choose at provisioning time (EU, US, India, UAE, Singapore). Only metadata-level webhooks land in your CRM. Full DPA / GDPR addendum available on request.

Are there per-API rate limits?

We respect the Freshdesk API rate limits and back off automatically. WebSMSpanel-side throttling is set per route to match carrier limits (e.g. 1000 TPS Tier-1 SMS, 80 msg/sec WhatsApp Business).

Can I map custom fields?

Yes — every standard and custom field on the contact / lead / ticket object is exposed in the visual mapper. Picklist values are validated; date and number fields auto-format per locale.

How is the integration priced?

The CRM connector is included free with any WebSMSpanel account; you only pay for messages sent / received at standard per-channel rates. Volume tiers and enterprise contracts apply automatically.

Is there a sandbox / pilot?

Yes — request a 30-day pilot tenant against your Freshdesk sandbox. We provision a dedicated number, walk through field mapping, and run a synthetic-traffic UAT before you point production traffic at it.