--- title: "Freshdesk + OmniChannels.ai: keep customers updated on their tickets" description: "Use Freshdesk automation rules with the Trigger webhook action to send SMS through the OmniChannels.ai API, and route WhatsApp and replies via automation." canonical: "https://omnichannels.ai/integrations/freshdesk/" language: "en" updated: "2026-10-10" publisher: "BroadNet Technologies" brand: "OmniChannels.ai" --- # Freshdesk + OmniChannels.ai: keep customers updated on their tickets Canonical: https://omnichannels.ai/integrations/freshdesk/ Language: en Publisher: OmniChannels.ai by BroadNet Technologies **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. Connect via API & webhooks ## 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 , 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 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: https://omnichannels.ai/developers/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: https://omnichannels.ai/developers/sms/) 4. **Route other channels:** For WhatsApp templates, send the webhook to an automation tool that makes the multipart request to our API. (Guide: https://omnichannels.ai/developers/zapier-make-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: https://omnichannels.ai/developers/webhooks/) 6. **Test with your own number:** Create a test ticket with your verified number and confirm the message and its delivery status. ## Example workflow Freshdesk automation rule (A ticket is created or updated) → Trigger webhook action (POST with a Bearer header and JSON body) → OmniChannels.ai API (Single SMS sent; other channels via an automation tool) → Customer's phone (Ticket update delivered by SMS or WhatsApp) → Replies into tickets (Inbound messages added to the matching ticket) ## Questions ### Is there an official OmniChannels.ai app in the Freshworks Marketplace? No. The connection uses Freshdesk's own Trigger webhook action to call our REST API, plus an automation tool or your own code for other channels and for replies. ### Which messages can the webhook send directly? Single SMS, because that endpoint takes a JSON body. WhatsApp and most other channel sends use multipart/form-data, so route them through an automation tool or a small function. ### Where should I keep the API token? In the webhook's custom Authorization header, visible only to Freshdesk admins who can edit the rule. Use a test token until the rule works, and rotate it if it is exposed. ### Can replies from customers update the ticket? Yes, through an automation. Inbound messages are posted to your account webhook; an automation tool matches the phone number to a ticket and adds the reply through the Freshdesk API. ## Developer guides - https://omnichannels.ai/developers/sms/ - https://omnichannels.ai/developers/authentication/ - https://omnichannels.ai/developers/webhooks/ - https://omnichannels.ai/developers/zapier-make-webhooks/ ## Vendor documentation - [Using webhooks in automation rules — Freshdesk support](https://support.freshdesk.com/support/solutions/articles/132589-using-webhooks-in-automation-rules) - [Freshdesk API reference](https://developers.freshdesk.com/api/) ## Related integrations - https://omnichannels.ai/integrations/zendesk/ - https://omnichannels.ai/integrations/n8n/ - https://omnichannels.ai/integrations/make/ - https://omnichannels.ai/integrations/zapier/ 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. Updated: 2026-10-10