API Integration GuideWorkflow + HTTP Request

Send Freshdesk ticket updates by SMS and supported iMessage

Freshdesk automations ('When a ticket is updated…') include a native 'Trigger webhook' action with custom headers and a templated JSON body — enough to call the SendiMessage API directly, no middleware for the outbound direction.

Configure the automation with the X-API-Key / X-API-Secret pair in the headers and ticket placeholders in the body. Replies return on your SendiMessage webhook with the customer's number; a small handler (or Freshworks' own automation tooling) appends them to the ticket via the Freshdesk API.

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What this integration enables

Ticket updated

Tell the customer the moment their request moves forward.

Agent response

Surface an agent's answer where the customer will actually see it.

Ticket closed

Confirm resolution and invite a reply if anything is still wrong.

Customer reply

Incoming messages return via webhook and become ticket activity through your handler.

Escalation alert

Notify customers (or internal on-call staff) when priority changes.

Appointment or service status

Scheduled visits and service windows announced ahead of time.

Implementation options

Freshdesk automation webhooks + HTTP request

Freshdesk automation posts to the SendiMessage API when ticket conditions match.

Middleware integration

A small service receives Freshdesk events, sends the message, and turns replies into ticket activity through the Freshdesk API.

Automation platform

Zapier, Make, or n8n bridge Freshdesk triggers and SendiMessage HTTP actions without custom code.

Webhook-based synchronization

Incoming replies arrive as receive events carrying the customer's number and conversation — your handler matches them to the ticket and appends them.

Architecture

Freshdesk eventA record changes, a stage moves, or a workflow fires
Workflow or backendFreshdesk automation or your middleware prepares the request
SendiMessage APIPOST /send-message — the message is validated and queued
Managed messaging lineYour dedicated line sends the message
SMS or supported iMessageChannel routing picks iMessage where supported, SMS otherwise
CustomerThe message arrives; the customer can reply
Delivery or reply eventSendiMessage records what actually happened
Signed webhookYour endpoint receives outbound or receive
Freshdesk timeline updateYour handler writes the event back as activity

Example request

Ticket-update payload

{
  "number": "{{ticket.requester_phone}}",
  "content": "Hi {{ticket.requester_first_name}}, your support request #{{ticket.id}} has been updated: {{ticket.latest_update}}",
  "status_callback": "https://your-endpoint.example.com/status?ticket_id={{ticket.id}}"
}

Template variables are examples — substitute your platform's placeholders or values resolved by your middleware. The API accepts only number, content, and optional media_url / status_callback / line_handle; store the returned message_handle on the ticket to match later events back.

Delivery events and incoming replies

How replies become ticket activity: SendiMessage posts a receive event to your endpoint carrying the customer's number and conversation. Your handler matches that to the open ticket and calls the Freshdesk API to append the reply as a comment or note — the agent sees it in the ticket like any other customer message.

webhook event

// "outbound" event → your freshdesk endpoint
// Verify the SendiMessage-Signature header (t={timestamp},v1=HMAC-SHA256 of
// "{timestamp}.{raw body}", keyed with your webhook secret), then use
// GET /v2/messages/{message_handle} for authoritative state and match it to
// your ticket_id in freshdesk.

Limitations and honest notes

iMessage delivery is available on supported messaging lines and destinations. Recipients without iMessage receive SMS when fallback is configured — never assume universal iMessage availability.
Messages are accepted asynchronously — the API returns status QUEUED and final status arrives via webhook or the message endpoints.
No official SDK for this ecosystem yet — the example uses plain HTTP against the REST API. Official SDKs are published for JavaScript/TypeScript (npm: sendimessage), Python (PyPI: sendimessage), PHP (Composer: sendimessage/sdk), and Go (github.com/sendimessage/sendimessage-go). Every SDK is dependency-free and covers the full public API surface.
A native Freshdesk marketplace app is not available today; this page documents the API-based methods.

Security considerations

Store the SendiMessage key in the helpdesk's secure settings, your middleware's secret store, or the automation platform's vault.
Verify webhook signatures before writing replies into tickets.
Keep message bodies out of logs; correlate with message ids and ticket ids instead.

Frequently asked questions

Does SendiMessage have a native Freshdesk app?

Not today. Freshdesk connects through the SendiMessage REST API via Freshdesk automation webhooks, middleware, or an automation platform — honestly labeled as an API integration guide.

Can customer replies re-open or update tickets?

Yes, through your handler: the receive webhook carries your ticket id, and your code decides what to do — append a comment, re-open the ticket, or notify the assigned agent via the Freshdesk API.

Can ticket updates go out over iMessage?

Yes — the request is the same either way. The line's configuration routes to iMessage where the line and destination support it, with SMS fallback where configured, so updates arrive either way; the channel used appears on the message's history row (GET /v2/messages) and webhook events.

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