Freshdesk SMS Automation
Automatically thank customers, track replies, and boost engagement all from one seamless ActiveCampaign workflow.
Why This Workflow Matters
Acknowledging support tickets instantly builds trust and reduces wait-time anxiety. This SMS-based automation keeps customers informed and helps your team respond quickly.
How It Works
When a new message or support ticket is created in Freshdesk, this workflow triggers in ActiveCampaign. It creates or updates the contact, tags them appropriately, and sends an SMS:
“Hi {{first_name}}, thanks Support ticket acknowledgement SMS. Reply HELP for support.”
If the contact replies positively, the system automatically creates a deal or task for follow-up; if not, they continue the nurture sequence. Everything is tracked toward your primary KPI engagement and conversion.
Automation Table
| Step | What Happens | Why It Matters |
|---|---|---|
| New ticket | chat received in Freshdesk | Captures support activity instantly |
| Contact created or updated in ActiveCampaign | Keeps your CRM and support aligned | |
| Add “support” tag and start automation | Enables easy tracking of support-related messages | |
| Send acknowledgement SMS | Confirms receipt and reassures the customer | |
| Wait for a reply | Allows real-time engagement monitoring | |
| If reply is positive | create deal/task | Turns opportunities into actionable follow-ups |
| If no positive reply | continue nurture sequence | Keeps the contact engaged and nurtured |
| Monitor engagement and conversion rate | Optimizes for better support performance |
SMS Message Variations
- Hi {{first_name}}, thanks for reaching out! We got your support ticket. Reply HELP for assistance.
- Hello {{first_name}}, your message is received. Our team will be in touch soon. Reply HELP if you need more support.
- Hi {{first_name}}, thanks for submitting your support request! We’ll follow up shortly. Reply HELP anytime.
Who It Helps
Customer support teams, SaaS platforms, eCommerce stores, service providers, and any business using Freshdesk for customer care.
Integrate Now
Start this automation now and deliver faster, friendlier support with every ticket.