{"id":439466,"date":"2026-03-10T14:10:32","date_gmt":"2026-03-10T13:10:32","guid":{"rendered":"https:\/\/www.glpi-project.org\/?p=439466"},"modified":"2026-03-10T14:10:34","modified_gmt":"2026-03-10T13:10:34","slug":"turn-whatsapp-into-an-official-channel-of-your-service-desk","status":"publish","type":"post","link":"https:\/\/www.glpi-project.org\/en\/turn-whatsapp-into-an-official-channel-of-your-service-desk\/","title":{"rendered":"Turn WhatsApp into an official channel of your Service Desk."},"content":{"rendered":"\n<h2 class=\"wp-block-heading\">For most users, WhatsApp is already the natural way to reach support. What changes now is that this conversation finally works&nbsp;<strong>in favor of your governance<\/strong>, instead of becoming another unmanaged channel.<\/h2>\n\n\n\n<p>The new official integration between&nbsp;<strong>GLPI<\/strong>&nbsp;and WhatsApp was designed for IT analysts and support coordinators who want to centralize communication, reduce noise, and keep full traceability \u2014 all inside GLPI.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>From the very first message, everything stays under control.<\/li>\n\n\n\n<li>The user sends a WhatsApp message. It becomes a ticket.<\/li>\n\n\n\n<li>The support team replies from GLPI, and the conversation continues on WhatsApp.<\/li>\n\n\n\n<li>Each message is recorded directly in the ticket timeline, with full context and history.<\/li>\n\n\n\n<li>You define the rules. <\/li>\n<\/ul>\n\n\n\n<p>Who can open tickets, how they are categorized, prioritized, and routed. WhatsApp stops being the \u201cenemy\u201d of organization and becomes a real ally of the Service Desk.<\/p>\n\n\n\n<p>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.<\/p>\n\n\n\n<p>Available for&nbsp;<strong>GLPI Network Basic and above<\/strong>, and for all&nbsp;<strong>GLPI Network Cloud<\/strong>&nbsp;customers.<\/p>\n\n\n\n<div style=\"height:29px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading\">Discover WhatsApp in this video presented by Arthur Schaefer: <a href=\"https:\/\/youtube.com\/shorts\/auaShDJ_i9U\" target=\"_blank\" rel=\"noreferrer noopener\">https:\/\/youtube.com\/shorts\/auaShDJ_i9U<\/a><\/h4>\n\n\n\n<p>If your users already talk to you on WhatsApp, the next step is obvious:<\/p>\n\n\n\n<p>Create your cloud instance and turn every message into a ticket \u2014 without losing control, history, or governance.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Allow your customers to open tickets directly from WhatsApp messages<\/li>\n\n\n\n<li>Allow your customers to reply to tickets via WhatsApp<\/li>\n\n\n\n<li>WhatsApp conversations become message exchanges in the GLPI ticket timeline<\/li>\n\n\n\n<li>Registered users or non-registered users can open tickets via WhatsApp \u2014 you decide<\/li>\n\n\n\n<li>Create business rules for tickets based on incoming WhatsApp messages<\/li>\n\n\n\n<li>Fully powered by the official Meta API<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">Check out a short demo of the WhatsApp Plugin on YouTube: <\/h4>\n\n\n\n<figure class=\"wp-block-image size-large is-resized\"><a href=\"https:\/\/www.youtube.com\/watch?v=GFG2kmIxT3k\" target=\"_blank\" rel=\" noreferrer noopener\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/www.glpi-project.org\/wp-content\/uploads\/2026\/03\/Demo-WhatsApp-4-1024x576.jpg\" alt=\"\" class=\"wp-image-439472\" style=\"width:658px;height:auto\" srcset=\"https:\/\/www.glpi-project.org\/wp-content\/uploads\/2026\/03\/Demo-WhatsApp-4-1024x576.jpg 1024w, https:\/\/www.glpi-project.org\/wp-content\/uploads\/2026\/03\/Demo-WhatsApp-4-300x169.jpg 300w, https:\/\/www.glpi-project.org\/wp-content\/uploads\/2026\/03\/Demo-WhatsApp-4-768x432.jpg 768w, https:\/\/www.glpi-project.org\/wp-content\/uploads\/2026\/03\/Demo-WhatsApp-4-1536x864.jpg 1536w, https:\/\/www.glpi-project.org\/wp-content\/uploads\/2026\/03\/Demo-WhatsApp-4-18x10.jpg 18w, https:\/\/www.glpi-project.org\/wp-content\/uploads\/2026\/03\/Demo-WhatsApp-4-1320x743.jpg 1320w, https:\/\/www.glpi-project.org\/wp-content\/uploads\/2026\/03\/Demo-WhatsApp-4.jpg 1920w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/a><\/figure>\n\n\n\n<p>For more information about the WhatsApp plugin and its installation, please visit our <a href=\"https:\/\/help.glpi-project.org\/faq\/plugins\/whatsapp\" target=\"_blank\" rel=\"noreferrer noopener\">Help Center.<\/a><\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/www.glpi-project.org\/en\/pricing\/\" target=\"_blank\" rel=\"noreferrer noopener\">View GLPI offers<\/a><\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>For most users, WhatsApp is already the natural way to reach support. What changes now is that this conversation finally works&nbsp;in favor of your governance, instead of becoming another unmanaged channel. The new official integration between&nbsp;GLPI&nbsp;and WhatsApp was designed for IT analysts and support coordinators who want to centralize communication, reduce noise, and keep full [&hellip;]<\/p>\n","protected":false},"author":2,"featured_media":439467,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[153],"tags":[],"class_list":["post-439466","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-produits"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.glpi-project.org\/en\/wp-json\/wp\/v2\/posts\/439466","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.glpi-project.org\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.glpi-project.org\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.glpi-project.org\/en\/wp-json\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/www.glpi-project.org\/en\/wp-json\/wp\/v2\/comments?post=439466"}],"version-history":[{"count":12,"href":"https:\/\/www.glpi-project.org\/en\/wp-json\/wp\/v2\/posts\/439466\/revisions"}],"predecessor-version":[{"id":439532,"href":"https:\/\/www.glpi-project.org\/en\/wp-json\/wp\/v2\/posts\/439466\/revisions\/439532"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.glpi-project.org\/en\/wp-json\/wp\/v2\/media\/439467"}],"wp:attachment":[{"href":"https:\/\/www.glpi-project.org\/en\/wp-json\/wp\/v2\/media?parent=439466"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.glpi-project.org\/en\/wp-json\/wp\/v2\/categories?post=439466"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.glpi-project.org\/en\/wp-json\/wp\/v2\/tags?post=439466"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}