Create a Ticket with Freshdesk API on New Message Sent from WhatsApp Business API

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New Message Sent from the WhatsApp Business API

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Create a Ticket with the Freshdesk API

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Getting Started#

This integration creates a workflow with a WhatsApp Business trigger and Freshdesk action. When you configure and deploy the workflow, it will run on Pipedream's servers 24x7 for free.

Select this integration
Configure the New Message Sent trigger
1. Connect your WhatsApp Business account
Configure the Create a Ticket action
1. Connect your Freshdesk account
2. Select a Company ID
3. Optional- Select a Email
4. Select a Priority
5. Optional- Configure Description
6. Optional- Configure Description text
7. Optional- Configure Phone number
8. Optional- Configure Subject
9. Optional- Select a Status
Deploy the workflow
Send a test event to validate your setup
Turn on the trigger

Details#

This integration uses pre-built, source-available components from Pipedream's GitHub repo. These components are developed by Pipedream and the community, and verified and maintained by Pipedream.

To contribute an update to an existing component or create a new component, create a PR on GitHub. If you're new to Pipedream component development, you can start with quickstarts for trigger span and action development, and then review the component API reference.

Trigger#

New Message Sent on WhatsApp Business

Description:Emit new event when a new message is sent or received. A Webhook subscribed to field "messages" must be set up from the App Dashboard of your [Facebook Developer Account](https://developers.facebook.com/). See [documentation](https://developers.facebook.com/docs/graph-api/webhooks/getting-started#configure-webhooks-product) for more information about Webhook setup.

Version:0.0.3

Key:whatsapp_business-new-message-sent

View on GitHub

WhatsApp Business Overview#

The WhatsApp Business API on Pipedream is a powerful avenue for automating interactions with customers on WhatsApp. You can send messages, set up automated responses, and manage conversations on a large scale. With Pipedream's serverless platform, you can create workflows that trigger from various events and connect WhatsApp Business with numerous other apps to automate tasks, notify teams, sync data, and more, all without managing infrastructure.

Trigger Code#

import whatsapp from "../../whatsapp_business.app.mjs";
import sampleEmit from "./test-event.mjs";

export default {
  key: "whatsapp_business-new-message-sent",
  name: "New Message Sent",
  description: "Emit new event when a new message is sent or received. A Webhook subscribed to field \"messages\" must be set up from the App Dashboard of your [Facebook Developer Account](https://developers.facebook.com/). See [documentation](https://developers.facebook.com/docs/graph-api/webhooks/getting-started#configure-webhooks-product) for more information about Webhook setup.",
  version: "0.0.3",
  type: "source",
  dedupe: "unique",
  props: {
    whatsapp,
    db: "$.service.db",
    httpInterface: {
      type: "$.interface.http",
      customResponse: true,
    },
  },
  methods: {
    _getChallengeToken() {
      return this.db.get("challengeToken");
    },
    _setChallengeToken(challengeToken) {
      this.db.set("challengeToken", challengeToken);
    },
  },
  async run(event) {
    const {
      body, query,
    } = event;
    if (query["hub.challenge"]) {
      this._setChallengeToken(query["hub.challenge"]);
    }
    const challengeToken = this._getChallengeToken();

    this.httpInterface.respond({
      status: "200",
      body: challengeToken,
      headers: {
        "content-type": "application/json",
      },
    });

    if (!body) {
      return;
    }

    const entries = body?.entry || [];
    for (const entry of entries) {
      if (entry.changes && entry.changes?.length > 0) {
        const status = entry?.changes[0]?.value?.statuses
          ? entry?.changes[0]?.value?.statuses[0]?.status
          : null;
        if (status && status !== "sent") {
          continue;
        }
      }
      this.$emit(entry, {
        id: Date.now(),
        summary: "New Message Sent",
        ts: Date.now(),
      });
    }
  },
  sampleEmit,
};

Trigger Configuration#

This component may be configured based on the props defined in the component code. Pipedream automatically prompts for input values in the UI and CLI.

Label	Prop	Type	Description
WhatsApp Business	`whatsapp`	`app`	This component uses the WhatsApp Business app.
N/A	`db`	`$.service.db`	This component uses `$.service.db` to maintain state between executions.
N/A	`httpInterface`	`$.interface.http`	This component uses `$.interface.http` to generate a unique URL when the component is first instantiated. Each request to the URL will trigger the `run()` method of the component.

Trigger Authentication#

WhatsApp Business uses API keys for authentication. When you connect your WhatsApp Business account, Pipedream securely stores the keys so you can easily authenticate to WhatsApp Business APIs in both code and no-code steps.

To connect your WhatsApp Business Cloud account to Pipedream, follow the steps below to find your Business Account ID and your Permanent Access Token.

For additional info on setting up a WhatsApp Business account, refer to their getting started docs.

About WhatsApp Business#

WhatsApp Business products support businesses from large to small. Engage audiences, accelerate sales and drive better customer support outcomes on the platform with more than 2 billion users around the world.

Action#

Create a Ticket on Freshdesk

Description:Create a ticket. [See docs here](https://developers.freshdesk.com/api/#tickets)

Version:0.0.2

Key:freshdesk-create-ticket

View on GitHub

Freshdesk Overview#

The Freshdesk API empowers you to interact programmatically with your customer support platform, creating possibilities for automating repetitive tasks, integrating with other services, and enhancing customer experiences. With Pipedream, you can effortlessly connect Freshdesk to a multitude of apps, tapping into triggers and actions that streamline workflows. For instance, you can automate ticket creation, sync customer issues with a CRM, or trigger notifications based on ticket updates, all within a serverless environment.

Action Code#

import freshdesk from "../../freshdesk.app.mjs";
import { removeNullEntries } from "../../common/utils.mjs";

export default {
  key: "freshdesk-create-ticket",
  name: "Create a Ticket",
  description: "Create a ticket. [See docs here](https://developers.freshdesk.com/api/#tickets)",
  version: "0.0.2",
  type: "action",
  props: {
    freshdesk,
    companyId: {
      propDefinition: [
        freshdesk,
        "companyId",
      ],
      description: "ID of the company to which this ticket belongs",
    },
    email: {
      propDefinition: [
        freshdesk,
        "contactEmail",
        ({ companyId }) => ({
          companyId,
        }),
      ],
      description: "Email address of the requester.",
      optional: true,
    },
    priority: {
      propDefinition: [
        freshdesk,
        "ticketPriority",
      ],
      default: 1,
    },
    description: {
      type: "string",
      label: "Description",
      description: "HTML content of the ticket.",
      optional: true,
    },
    descriptionText: {
      type: "string",
      label: "Description text",
      description: "Content of the ticket in plain text.",
      optional: true,
    },
    phone: {
      type: "string",
      label: "Phone number",
      description: "Telephone number of the contact.",
      optional: true,
    },
    subject: {
      type: "string",
      label: "Subject",
      description: "Subject of the ticket.",
      optional: true,
    },
    status: {
      propDefinition: [
        freshdesk,
        "ticketStatus",
      ],
      default: 2,
      optional: true,
    },
  },
  async run({ $ }) {
    const data = removeNullEntries({
      company_id: this.companyId && Number(this.companyId),
      description: this.description,
      description_text: this.descriptionText,
      email: this.email,
      phone: this.phone,
      subject: this.subject,
      status: this.status && Number(this.status),
      priority: this.priority && Number(this.priority),
    });
    const response = await this.freshdesk.createTicket({
      $,
      data,
    });
    response && $.export("$summary", "Ticket successfully created");
    return response;
  },
};

Action Configuration#

This component may be configured based on the props defined in the component code. Pipedream automatically prompts for input values in the UI.

Label	Prop	Type	Description
Freshdesk	`freshdesk`	`app`	This component uses the Freshdesk app.
Company ID	`companyId`	`integer`	Select a value from the drop down menu.
Email	`email`	`string`	Select a value from the drop down menu.
Priority	`priority`	`integer`	Select a value from the drop down menu.
Description	`description`	`string`	HTML content of the ticket.
Description text	`descriptionText`	`string`	Content of the ticket in plain text.
Phone number	`phone`	`string`	Telephone number of the contact.
Subject	`subject`	`string`	Subject of the ticket.
Status	`status`	`integer`	Select a value from the drop down menu.

Action Authentication#

Freshdesk uses API keys for authentication. When you connect your Freshdesk account, Pipedream securely stores the keys so you can easily authenticate to Freshdesk APIs in both code and no-code steps.

Your API key is in your Profile > Settings page, below the change password section on the right.
Your domain is 12345678 if your Freshdesk URL is https://12345678.freshdesk.com/

About Freshdesk#

Customer support software

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Popular Triggers#

New Message Sent from the WhatsApp Business API

Emit new event when a new message is sent or received. A Webhook subscribed to field "messages" must be set up from the App Dashboard of your Facebook Developer Account. See documentation for more information about Webhook setup.

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New Contact from the Freshdesk API

Emit new notifications when a new contact is created

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New Ticket from the Freshdesk API

Emit new notifications when a new ticket is created

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