Run your Freshdesk queue from WhatsApp with an AI support agent
Freshdesk by Freshworks is a popular helpdesk platform serving over 60,000 businesses with multichannel support across email, phone, chat, and social. The LunoGen Freshdesk integration connects your AI agent to the Freshdesk REST API, letting it read tickets, update agents, search the knowledge base, and stream events into WhatsApp so your support team can run the queue without opening the Freshdesk UI.
Support agents switch between the Freshdesk ticket list, their email, the knowledge base, and team chat hundreds of times a day. Managers spend their mornings scraping reports to understand backlog and agent workload. LunoGen consolidates all of this: new high-priority tickets ping WhatsApp instantly, SLAs are watched continuously, the AI suggests KB articles to agents automatically, and daily trends are sent as a clean summary — all without any clicking.
In Freshdesk, click your profile picture → Profile settings. On the right sidebar, copy the API key displayed.
Your subdomain is the part of the URL before '.freshdesk.com' (e.g. mycompany.freshdesk.com).
In LunoGen, open Credentials → New → Freshdesk and enter the subdomain plus the API key.
In Freshdesk, go to Admin → Automations → Ticket creation. Add a rule with an action 'Trigger webhook' pointing at your LunoGen webhook URL.
Tell the agent which priority levels and which groups should push WhatsApp alerts. The rest stay silent by default.
Every new Freshdesk ticket with Urgent or High priority fires a webhook. The agent formats the subject, requester, and SLA target and posts it to your support WhatsApp group in real time.
New urgent Freshdesk ticket. Pulling requester context...
Every 10 minutes the agent scans all open Freshdesk tickets and flags any that are within 30 minutes of missing their SLA — first response or resolution. Alerts go to the assigned agent on WhatsApp.
Scanning 214 open tickets against SLA policies...
When a new ticket lands, the agent searches the Freshdesk knowledge base for relevant articles and posts them as a private note — giving agents an instant head start on the reply.
Searching Freshdesk KB for matching articles...
A cron job every hour checks how many tickets each agent has open in Freshdesk. If anyone is over threshold, the agent rebalances new assignments or pings the group lead for approval.
Counting open tickets per agent in Tier 1 group...
The agent reads every Freshdesk CSAT response as it lands, scores sentiment, and flags any Dissatisfied or Very Dissatisfied rating to WhatsApp with the ticket history attached.
Negative CSAT. Pulling the ticket thread...
Every morning the agent pulls yesterday's ticket volume, top categories, avg resolution time, and any notable spikes, and delivers a clean WhatsApp report to the support lead.
Pulling yesterday's ticket data...
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Spin up an AI agent in under 2 minutes, plug in your Freshdesk credentials, and start running your workflows from WhatsApp.