In short
Freshdesk automation rules can call the OmniChannels.ai REST API with the Trigger webhook action, which sends a POST request with custom headers and a JSON body. That fits our single SMS endpoint. WhatsApp and other channel sends, and inbound replies added back to tickets, usually run through an automation tool such as n8n, Make or Zapier. There is no marketplace app.
What you can do
New ticket acknowledgement
When a ticket is created, an automation rule texts the requester the ticket number and expected response time.
Resolution notice
When a ticket's status changes to resolved, send a short SMS so customers who do not read email still hear back.
Priority escalations
When a ticket is set to urgent priority, alert the duty agent or team lead by SMS.
WhatsApp updates in Arabic or English
A rule calls an automation tool that sends an approved WhatsApp template in the customer's language through our API.
Replies as ticket notes
Inbound replies reach an automation tool through our webhook, which adds them as notes or replies on the matching ticket.
How it connects
In Freshdesk, automation rules for ticket creation and ticket updates can use the Trigger webhook action. You choose the request type, the URL, custom headers such as Authorization: Bearer <token>, and a JSON body that can include ticket placeholders. Pointed at https://api.broadnet.me/sms/sendSms, it sends a single SMS directly, because that endpoint takes JSON.
Bulk sends and most other channels, including WhatsApp, use multipart/form-data, so for those the rule calls an automation tool or a small function of yours. In the other direction, our platform posts delivery statuses and inbound messages to the one webhook URL on your account; an automation tool receives them and updates the ticket through the Freshdesk API.
- Freshdesk action: Trigger webhook, POST, JSON encoding
- Header: Authorization: Bearer <token> as a custom header
- WhatsApp and multipart sends: via n8n, Make, Zapier or your own code
- Replies and statuses: our webhook, then an automation into Freshdesk
Set it up
- 1
Request API access
Request test access and receive an API token. Test sends go only to your own verified numbers.
Guide: Authentication - 2
Create an automation rule
In Freshdesk admin settings create a rule for ticket creation or ticket updates, with the conditions that should send a message.
- 3
Add the Trigger webhook action
Choose POST, the sendSms URL and JSON encoding, add the Authorization header, and write a body with senderId, destinationNumber, message and messageType from ticket placeholders.
Guide: SMS API - 4
Route other channels
For WhatsApp templates, send the webhook to an automation tool that makes the multipart request to our API.
Guide: Make and Zapier with webhooks - 5
Bring replies back
Ask our team to set your account webhook to an automation tool URL that adds inbound messages and failures to the matching ticket.
Guide: Webhooks and delivery statuses - 6
Test with your own number
Create a test ticket with your verified number and confirm the message and its delivery status.
Vendor documentation
Freshdesk is a trademark of its owner. OmniChannels.ai is not affiliated with or endorsed by Freshdesk; this page describes a connection built with Freshdesk's own MCP, HTTP or webhook features.
