Freshdesk Whatsapp Automation
Automatically send a WhatsApp update when a ticket is closed, then follow up with a CSAT survey to measure and improve customer satisfaction.
Why This Workflow Matters
This workflow keeps customers informed the moment their support issue is resolved, without any manual effort from your team. A quick WhatsApp update builds trust, while an easy follow-up survey shows customers you care about their experience. Over time, this helps you grow satisfaction, refine your support process, and strengthen long-term relationships.
How The Automation Works
- Trigger: Ticket closed
When a support ticket in Freshdesk is closed, the automation starts automatically.
- ActiveCampaign Actions: Webhook
ActiveCampaign sends a webhook to the D7 WhatsApp API so a WhatsApp message is delivered instantly to the customer.
- WhatsApp Message Sent: “Your ticket {{id}} has been resolved.”
The customer receives a clear WhatsApp update confirming that their specific ticket (using the ticket ID) has been resolved.
- Follow-Up Steps: CSAT survey
After the resolution message, you send a customer satisfaction (CSAT) survey to collect quick feedback on their support experience.
- Goal / KPI: Customer satisfaction
The main purpose of this workflow is to increase customer satisfaction by closing the loop: resolving issues, informing customers quickly, and then measuring how happy they are.
Automation Table
| Step | What Happens | |Why It Matters |
|---|---|---|
| 1 | A support ticket in Freshdesk is marked as closed. | Ensures the workflow only runs when an issue is fully resolved. |
| 2 | The “Ticket closed” event triggers the automation in ActiveCampaign. | No one has to remember to send updates manually. |
| 3 | ActiveCampaign fires a webhook to the D7 WhatsApp API. | Connects your helpdesk with WhatsApp for real-time communication. |
| 4 | A WhatsApp message is sent: “Your ticket {{id}} has been resolved.” | Customers get instant clarity that their issue has been handled. |
| 5 | The customer can reply or review the resolution directly from WhatsApp. | Makes it easy for customers to respond if something is still not right. |
| 6 | A CSAT survey is sent as a follow-up step. | Captures fresh feedback while the support interaction is still top-of-mind. |
| 7 | You review CSAT responses linked to ticket IDs. | Helps you understand which types of issues and resolutions drive higher satisfaction. |
| 8 | Insights are used to improve support processes and agent performance. | Over time, this increases overall customer satisfaction and loyalty. |
Whatsapp Message Variations
1. Template 1:
Your support ticket {{id}} has been resolved. If anything is still pending, reply to this message and we’ll be happy to help.
2. Template 2:
Hello! Your ticket {{id}} is now marked as resolved. Please review the solution and let us know if you need any further assistance.
3. Template 3:
Update on your request: ticket {{id}} has been successfully resolved. Thank you for contacting our support team.
Who This Workflow is For
This workflow is ideal for:
- Customer support teams using Freshdesk who want to keep customers informed on their preferred messaging channel.
- SaaS and tech companies that resolve many support tickets daily and need a scalable way to track satisfaction.
- E-commerce and retail brands providing post-purchase or order-related support and wanting instant resolution updates.
- **Logistics, travel, and service providers** where timely communication about resolved issues can prevent repeat calls and complaints.
- **Managed services, agencies, and IT support desks** that rely on CSAT scores to prove service quality and retain clients.
