Freshdesk · Customer Support

Watari for Freshdesk

Support tickets become draft pull requests, mapped to the line.

Watari connects to Freshdesk with an API key, extracts a structured bug from every qualifying ticket, and maps it to the file and function in your GitHub or Azure DevOps repository. The draft PR is opened with the patch and the test. The customer-facing RCA waits for your production deploy to confirm the fix is live.

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Trial
14 days · 10 Mapped Issues
Card required
No
Setup
API key + 1 rule
Mismapped credit
7 days

What is Watari for Freshdesk?

Watari for Freshdesk is an integration that turns customer support tickets into draft GitHub pull requests. It connects with a Freshdesk API key, receives tickets through a Freshdesk Automation Rule webhook, extracts a structured bug, ranks the most likely file and function in your repository at ≥ 0.7 confidence, and opens a draft PR routed via CODEOWNERS. The customer-facing RCA is published back to the ticket only after the merge lands in a successful production deploy.

Why support and engineering teams use Watari for Freshdesk

Mapped to the file and function

Every Freshdesk ticket clears a dual ≥ 0.7 confidence gate (extraction and code-mapping) before it becomes a Mapped Issue: paired with the exact file and function in your repository, not a vague label.

Vision-aware on screenshots

Customer screenshots and image attachments on the ticket are parsed by a vision-aware model alongside the ticket text. Repro steps and severity are extracted automatically.

Draft pull request in your repo

Watari writes the patch and the test, runs them through type and lint checks, and opens the draft PR routed to the right reviewer via CODEOWNERS, type-clean and ready for review.

You control which tickets flow in

A Freshdesk Automation Rule decides which tickets reach Watari: fire on every new ticket, or only when a condition matches (a tag, a group, a priority). Your agents work tickets exactly as before.

Customer reply gated on deploy

The customer-facing RCA is held until the GitHub deployment webhook confirms the fix is live in production. A later rollback parks the RCA and surfaces a banner.

Multi-lingual, multi-channel dedup

Customer verbatim is preserved in the original language. Duplicate reports across Freshdesk + Zendesk + Intercom cluster into one canonical bug: one PR, RCA fan-out to every linked ticket.

How Watari turns a Freshdesk ticket into a draft PR

  1. Connect Freshdesk with an API key

    In Watari, paste your Freshdesk domain and API key (found under Profile Settings → View API Key). Watari validates the key live and stores it AES-256-GCM encrypted. Freshdesk has no OAuth for external apps, so the API key is the standard connection method, use a dedicated admin agent so the key keeps ticket read and reply access.

  2. Create one Automation Rule to forward tickets

    Watari gives you a webhook URL and a secret token. In Freshdesk, add a Ticket-Creation Automation Rule with a Trigger Webhook action pointing at that URL, with the secret in an X-Watari-Token header. This is the one-time manual step, about 90 seconds.

  3. Bug extracted into a structured, schema-validated record

    Severity, reproduction steps, expected vs actual behavior, customer impact, and original-language verbatim, extracted by a vision-aware model with structured outputs. Below 0.7 extraction confidence, the bug is queued for review and never billed.

  4. Bug mapped to the file and function in your repository

    Watari searches your indexed code and ranks the files and functions most likely to be the cause, each with a 0–1 mapping confidence. A Mapped Issue requires a confident extraction and at least one candidate location above threshold; the ranking is not a certainty, and a mapping that misses is creditable for 7 days.

  5. Draft PR opened, CI watched, customer reply held for deploy

    The draft pull request is opened in GitHub with the patch, the test, and reviewers from CODEOWNERS. CI is observed; reviewer comments trigger non-force regenerations. After the merge lands in a successful production deploy, the customer-facing RCA is posted back to the Freshdesk ticket in the customer’s language.

Pricing

You only pay when Watari delivers a Mapped Issue: a bug, or a code-actionable feature request, paired with the file and function Watari ranks as the most likely cause. PR drafts, customer-facing RCA, and Jira / GitHub Issues sync are bundled.

Starter

$400/mo

20 Mapped Issues included · $25/bug on-demand

For small support teams routing their first Mapped Issues.

Growth

$900/mo

60 Mapped Issues included · $20/bug on-demand

For teams running customer support at production volume.

Scale

$1,800/mo

150 Mapped Issues included · $15/bug on-demand

For multi-repo SaaS with a dedicated support function.

Indian buyers (with GSTIN) are billed in INR; everyone else in USD. 14-day free trial · 10 Mapped Issues included · no credit card required. Annual billing saves 17%. Full plan comparison at watari.ai/pricing.

Security & privacy

  • Freshdesk API key AES-256-GCM encrypted at rest.
  • Per-tenant webhook secret, constant-time verified on every request.
  • Postgres row-level security on every tenant-scoped table.
  • Your tickets and code never train any model.
  • Webhook bodies are never trusted: the ticket is re-fetched from Freshdesk.
  • Per-region data residency on request (details).

Frequently asked questions

How does Watari connect to Freshdesk?

With a Freshdesk API key (Freshdesk does not offer OAuth for external apps). You paste your Freshdesk domain and API key in Watari; the key is validated against Freshdesk and then stored AES-256-GCM encrypted. To forward tickets, you create one Freshdesk Automation Rule with a Trigger Webhook action: Watari gives you the exact URL, header, and body to paste. No app is installed inside the agent workspace.

How is the inbound webhook secured if Freshdesk has no signed webhooks?

Freshdesk fires webhooks from Automation Rules as generic custom webhooks with no provider signature. Watari mints a per-tenant secret token that you place in an X-Watari-Token header on the rule; every inbound request is checked with a constant-time comparison against that secret. The webhook body itself is never trusted for content: Watari re-fetches the full ticket from Freshdesk’s API before processing, so a spoofed payload buys an attacker nothing.

What Freshdesk data does Watari access, and what does it store?

Watari reads ticket subject, description, public replies and private notes, ticket metadata (status, priority, tags), requester name and email, the requester’s company, and attachments (including screenshots) for the tickets your Automation Rule forwards. The API key is AES-256-GCM encrypted before persistence. Customer ticket content is processed for bug extraction and code mapping; it is not used to train any model.

When am I billed?

You pay per Mapped Issue: a bug, or a code-actionable feature request, paired with the file and function in your repo, both at ≥ 0.7 confidence. PR drafts, customer-facing RCA, and Jira/GitHub Issues sync are bundled. The meter fires at persist time of a qualifying bug; non-bug tickets (billing questions, account requests) never cross the gate. If we map to the wrong file, flag it as Mismapped within 7 days for a credit on your next invoice.

Does Watari work across multiple repositories?

Yes. Watari fans out across every repository scoring ≥ 0.7 relevance. Each contributing repo gets its own draft PR routed via that repo’s CODEOWNERS. The customer-facing RCA is held until every contributing PR merges and the production deploy confirms the fix is live.

Is my source code safe?

The Freshdesk API key and the per-tenant webhook secret are AES-256-GCM encrypted before they hit the database. Tenant data is isolated via Postgres row-level security on every table. We don’t store your source code, only vector embeddings and metadata; the actual code is fetched from GitHub on demand and discarded after use. We never train models on your code. Full detail at watari.ai/security.

Your next support ticket arrives as a draft PR.

Connect Zendesk, Intercom, or Freshdesk, then GitHub or Azure DevOps. Tickets land mapped to the file, function, and line, ready for your reviewer to take over.

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Trial length
14 days
Bugs included
10 Mapped
Card required
No
Mismapped credit
7 days
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