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10.03.26

Turn WhatsApp into an official channel of your Service Desk.

For most users, WhatsApp is already the natural way to reach support. What changes now is that this conversation finally works in favor of your governance, instead of becoming another unmanaged channel.

The new official integration between GLPI and WhatsApp was designed for IT analysts and support coordinators who want to centralize communication, reduce noise, and keep full traceability — all inside GLPI.

  • From the very first message, everything stays under control.
  • The user sends a WhatsApp message. It becomes a ticket.
  • The support team replies from GLPI, and the conversation continues on WhatsApp.
  • Each message is recorded directly in the ticket timeline, with full context and history.
  • You define the rules.

Who can open tickets, how they are categorized, prioritized, and routed. WhatsApp stops being the “enemy” of organization and becomes a real ally of the Service Desk.

All of this is built on the official Meta API, ensuring security and reliability from day one, in the first release of a plugin long awaited by the community.

Available for GLPI Network Basic and above, and for all GLPI Network Cloud customers.

Discover WhatsApp in this video presented by Arthur Schaefer: https://youtube.com/shorts/auaShDJ_i9U

If your users already talk to you on WhatsApp, the next step is obvious:

Create your cloud instance and turn every message into a ticket — without losing control, history, or governance.

  • Allow your customers to open tickets directly from WhatsApp messages
  • Allow your customers to reply to tickets via WhatsApp
  • WhatsApp conversations become message exchanges in the GLPI ticket timeline
  • Registered users or non-registered users can open tickets via WhatsApp — you decide
  • Create business rules for tickets based on incoming WhatsApp messages
  • Fully powered by the official Meta API

Check out a short demo of the WhatsApp Plugin on YouTube:

For more information about the WhatsApp plugin and its installation, please visit our Help Center.

View GLPI offers

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