YCloud+Freshdesk

Turn WhatsApp conversations into trackable tickets

The YCloud Freshdesk WhatsApp integration brings ticketing into YCloud Inbox. Create, view, and update support tickets from the customer conversation—so every issue has a clear record and a path to resolution.

See how it works

Keep Freshdesk as your ticketing system. Keep WhatsApp conversations in YCloud Inbox.

Capture issues before they get lostRecord a customer’s request as a ticket while the conversation is still in front of you.
Keep follow-up progress visibleCheck ticket status beside the chat and respond with a clearer picture of the next step.
Make support handoffs consistentMove issues into a structured ticket workflow instead of relying on informal reminders.

Freshdesk WhatsApp integration, right inside your Inbox

Create, follow, and structure support tickets from the customer conversation—with Freshdesk connected to YCloud Inbox.

CAPTURE

Create tickets from WhatsApp conversations

Open the Freshdesk section in the YCloud Inbox customer panel and record the issue while you’re talking to the customer.

  • Create tickets from the conversation’s customer information panel.
  • Record the customer’s issue while the chat is still in view.
  • Move the request into Freshdesk for structured follow-up.
FOLLOW UP

View and update tickets beside the chat

See ticket details and current status in the customer panel, and update ticket information as the case progresses.

  • View ticket details and the latest status beside the chat.
  • Update ticket information as the issue progresses.
  • Continue customer follow-up in the same WhatsApp conversation.
STRUCTURE

Sync the ticket fields your team needs

Choose the Freshdesk fields available in the Inbox ticket form so agents can capture the right details when an issue is reported.

  • Choose the ticket fields to enable on the Sync page.
  • Use the selected fields when creating tickets in Inbox.
  • Capture consistent issue details for the support team.

From customer message to structured follow-up

Connect your ticketing system once, then make ticket handling part of the conversation.

01

Connect Freshdesk

Install the YCloud app from the Freshdesk Marketplace and connect your Freshdesk domain with an administrator API key.

02

Configure ticket fields

Select the Freshdesk fields your agents need to capture in the ticket form in YCloud Inbox.

03

Create and follow tickets

Open the customer panel during a WhatsApp conversation to create a ticket, view its status, and continue customer follow-up.

Freshdesk manages ticket records, fields, and statuses. YCloud Inbox connects ticket actions with WhatsApp conversations.
Typical support moments

Give every issue a clear next step

Move from a customer’s message to an accountable support process.

Capture an after-sales requestA customer reports a damaged item on WhatsApp. The agent creates a Freshdesk ticket from the conversation, records the issue, and keeps follow-up organized for the after-sales team.
Coordinate a complex caseAn issue needs another team’s help. The agent records it in Freshdesk, checks ticket progress from the Inbox customer panel, and keeps the customer informed in the same WhatsApp thread.
Document an urgent complaintA customer raises a complaint that needs careful follow-up. The agent captures the details in structured ticket fields so the team has a clear record instead of relying on a verbal handoff.
After-sales support journey
Customer reports an issueWhatsApp conversation in YCloud Inbox
Intake
Create a support ticketIssue details recorded in Freshdesk
Open
Check progress and follow upTicket context beside the conversation
Track

Frequently asked questions

Quick answers about Freshdesk tickets and YCloud Inbox.

It connects Freshdesk ticketing with YCloud Inbox. Agents can create, view, and update support tickets from a WhatsApp conversation while Freshdesk remains the system for ticket records, fields, and statuses.
In the Freshdesk section of the customer information panel in YCloud Inbox. Agents can capture an issue during the conversation and check the ticket status as they follow up with the customer.
Install the YCloud app from the Freshdesk Marketplace, connect your account using your Freshdesk domain URL and administrator API key, and configure the ticket fields you want to use.
Open your profile menu in Freshdesk and select Profile Settings. Use View API Key to reveal your key. Use an administrator account with the appropriate ticketing permissions.
Yes. Configure the fields in the Sync page so the selected Freshdesk ticket fields are available when agents create tickets in YCloud Inbox.
Each YCloud tenant connects to one Freshdesk domain. Connections and data are isolated between tenants.

Give WhatsApp support a ticket workflow

Keep the conversation close—and the next step clear.

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Freshdesk WhatsApp Integration | Create Tickets in YCloud Inbox