WhatsApp

What are the plugin's features?

• Send messages that will be transcribed into tickets

• Simplify communication with the people in charge of the ticket

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How to install and configure the plugin

You will find a procedure here to guide you through setting up the plugin.

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Which versions of GLPI and PHP?

The plugin is compatible with GLPI 11.0.3 and above, with a minimum PHP version of 8.2.

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What is the subscription level?

The plugin is available starting from a basic subscription.

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Is the plugin compatible with the cloud?

Yes, it is compatible with both public and private cloud.

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What are the prerequisites?

• Have an active WhatsApp (Meta) Business account with a valid phone number

• Have a GLPI instance accessible from the Internet via HTTPS

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What are the limitations?

Only ticket updates and solutions are sent to the user. Tasks and satisfaction surveys are not supported.

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Who can use the plugin

The plugin is intended for end-users with a WhatsApp account.

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Does the plugin replace the GLPI portal?

Currently, certain limitations prevent it from fully replacing the self-service portal.

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What types of messages can be exchanged?

It is possible to insert images or documents (according to the list allowed by GLPI) into the message that will be added to the ticket.

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Can anonymous users be refused?

Yes, from the WhatsApp settings, you can allow or block anonymous user registrations.

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What happens if a user does not exist in GLPI?

If anonymous access is enabled, the user will be registered in GLPI's internal database.

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What happens if a user does not exist in GLPI?

If anonymous access is enabled, the user will be registered in GLPI's internal database.

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Can technicians respond from GLPI or WhatsApp?

Technicians will manage tickets from the GLPI interface.

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What events can trigger a message (creation, closure, SLA)?

Currently, new messages, follow-ups, and closures are sent via WhatsApp.

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Which features are not supported?

Some features are not yet supported, such as sending satisfaction surveys and sending tasks.

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Are there any costs associated with the WhatsApp API?

Some costs may be associated with using the WhatsApp API; we invite you to check the dedicated page on Meta's website: https://business.whatsapp.com/products/platform-pricing?lang=en_en

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Can I be notified when a ticket status changes?

Yes, you can enable the "Notify user of ticket status change" option in the plugin settings.

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