A practical guide to Freshdesk assign WhatsApp tickets to a group

We all know customers love firing off a quick message on WhatsApp. It's easy, it's on their phone, and it feels instant. For support teams using Freshdesk, managing messages from different WhatsApp numbers is a great way to stay connected. Maybe you have one number for sales questions, another for tech support, or separate lines for different countries. As your volume grows, you'll want a clear strategy to ensure every ticket gets to the right place quickly.

You just need a solid way to get those conversations to the right team, every time, ensuring your workflow remains efficient and organized.

This guide gets straight to the point of how to assign WhatsApp tickets to a group in Freshdesk. We’ll look at how Freshdesk handles these messages natively, where you might want to add more specific routing, and then walk through a smart, automated way to handle your WhatsApp support.

Understanding the Freshdesk WhatsApp integration

First, a quick refresher. The Freshdesk WhatsApp integration is a robust feature that lets you connect your WhatsApp Business Account to your helpdesk. When a customer messages your business number, Freshdesk turns it into a ticket. Your agents can then see and reply to everything right alongside their emails and other support channels in one professional, unified inbox.

It’s an excellent tool for keeping all your conversations in one place. To make it even better, you can customize how those tickets are distributed among your specialists, especially if you're using more than one WhatsApp number to serve different needs.

Routing tickets from multiple WhatsApp numbers

Many growing support teams find they need to differentiate between their incoming WhatsApp streams. You might have different WhatsApp numbers for various departments, and you want to ensure they land in the right hands immediately.

For example, you might have:

• A number for sales questions and a separate one for technical support.

• Different numbers for different countries (like a US and a UK number).

• A special line for VIP customers that your senior team handles.

Ensuring these are routed correctly is key to maintaining fast response times and a high-quality customer experience. The Freshworks community is full of active users discussing the best ways to build automation rules for specific WhatsApp numbers. While native routing focuses on the channel as a whole, the platform is flexible enough that you can easily implement advanced routing using the right integration or specialized workflow.

Using Freshdesk's built-in automation

You've likely already explored Freshdesk's automation rules. They are incredibly useful for tasks like assigning tickets to groups or adding tags as soon as a new ticket is created.

For WhatsApp, you can set up a rule where the condition is "Source is WhatsApp." This works perfectly for teams that want to centralize all WhatsApp communication into a primary support queue. If you need to route tickets based on the specific phone number the message was sent to, you can complement Freshdesk's native power with a specialized app from their extensive marketplace.

By using a complementary tool, you can create specific rules such as:

• "IF the ticket is from WhatsApp number '+1-555-123-4567', THEN assign it to the 'Sales Group'."

• "IF the ticket is from WhatsApp number '+44-20-1234-5678', THEN assign it to the 'UK Support Group'."

This approach allows you to build on Freshdesk's solid foundation to create a system that perfectly matches your business's growing needs.

A quick look at Freshdesk pricing plans

It's helpful to know how Freshdesk's plans are structured. Freshdesk offers a variety of tiers designed to grow with your business, each providing more advanced tools and AI capabilities to help your team succeed.

Here’s a clear breakdown of what the Freshdesk Support Desk plans look like for 2026.

Plan	Price (Billed Annually)	Key Features
Free	$0 for up to 10 agents	Integrated ticketing across email and social, knowledge base, ticket trend report.
Growth	$15/agent/month	Everything in Free, plus automation, collision detection, custom email server, and 1000+ marketplace apps.
Pro	$49/agent/month	Everything in Growth, plus custom roles, custom reports & dashboards, round-robin routing, and CSAT surveys.
Enterprise	$79/agent/month	Everything in Pro, plus skill-based routing, sandbox, audit log, and an agent-assist bot (Freddy AI).

This pricing is based on info from the official Freshworks website in late 2026. For the latest details, you should always check the Freshdesk pricing page.

A better way to assign WhatsApp tickets: Using AI

To get the most out of your WhatsApp support, you can add a smart automation layer that works seamlessly with your helpdesk. A tool like eesel AI is a great example of an option that enhances your existing setup. It connects to Freshdesk in minutes and helps you manage more complex routing needs with ease.

How AI Triage helps

eesel AI integrates with your Freshdesk account and can identify specific ticket details, such as the originating WhatsApp number, which helps you fine-tune your routing.

Using eesel AI's AI Triage feature, you can set up a streamlined workflow:

1. A new WhatsApp ticket arrives in your Freshdesk inbox.

2. eesel AI identifies the ticket data, including the specific number it was sent to.

3. It matches the number to your predefined rules (e.g., specific numbers for Sales or UK Support).

4. The ticket is automatically assigned to the correct group, ensuring a smooth handoff.

The best part is that this setup is designed for ease of use. You can get it running in a few minutes without complex coding, making it a great addition to your support toolkit.

Beyond ticket assignment: Automating the whole conversation

Getting the ticket to the right place is an important first step. You can also explore options to assist with drafting replies. An option like eesel AI’s AI Agent can be a helpful assistant. It learns from your help center articles and other knowledge sources like Google Docs or Confluence pages.

From there, it can:

• Draft accurate replies for your agents to review, saving them time.

• Answer routine questions to help customers get immediate support.

• Perform helpful actions, such as looking up details in Shopify or adding appropriate tags to your Freshdesk tickets.

This type of automation allows you to maintain your brand's personality and tone of voice while ensuring your team stays productive. You can even simulate how it works on past tickets to ensure it aligns perfectly with your quality standards before you go live.

Stop sorting and start automating your WhatsApp support

Freshdesk is a powerful, enterprise-grade helpdesk that serves as a fantastic hub for customer support. By adding specialized routing for your WhatsApp numbers, you can make an already great platform even more efficient for your team. Automated routing ensures your customers get the help they need faster and your agents can focus on providing top-tier service.

Instead of manual sorting, you can empower your team with an AI platform that complements your Freshdesk setup. eesel AI provides the flexible routing and triage tools you need to optimize your workflow.

Ready to see how you can enhance your support? You can simulate eesel AI on your past tickets to see exactly how it can help your team, completely risk-free.

Try eesel AI for free and fix your WhatsApp routing in minutes.

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