A conversational WhatsApp service desk layer for GLPi 11. End users report issues, check ticket status, respond to approval requests, and rate resolved tickets directly from WhatsApp, without logging into the GLPi portal.
This is an independent, open source plugin. It is not a fork or derivative of any other WhatsApp integration for GLPi.
Mohammed Ghouse is an independent GLPi Consultant, building and releasing under the brand name MarifeX. This project is developed full time, independent of any employer, and released to the public for free.
The goal is straightforward: give teams a real alternative to recurring commercial licensing costs. This plugin is one part of that effort.
If it's useful to you, consider sponsoring the work so more of it keeps getting built and released.
- Ticket creation and follow-up. A user describes an issue in WhatsApp and a real GLPi ticket is created. Replies are automatically correlated back to the right ticket.
- Identity verification. New users verify with their corporate email address. A one-time code is sent by email and confirmed back over WhatsApp, so a WhatsApp number only ever gets bound to a real, existing GLPi account.
- Entity-aware routing. Works for single-entity organizations and multi-entity (MSP-style) deployments, with per-entity configuration and access control.
- Approvals and solutions. Ticket validators and requesters can accept or reject approval requests and proposed solutions with a single WhatsApp button tap.
- Proactive notifications. Ticket created, assigned, status changed, solved, and closed events can notify the requester over WhatsApp, through GLPi's own notification framework.
- Media attachments. Photos, documents, and audio can be attached to a ticket directly from WhatsApp. Images are automatically compressed to control storage costs, within a configurable size limit.
- Native GLPi Forms support. Any GLPi 11 form tagged into the WhatsApp service catalog category can be filled out entirely as a WhatsApp conversation, including text, choice, and file questions.
- Asset QR check-in. Printable QR codes can be generated for any GLPi asset. Scanning one opens WhatsApp with a pre-filled message that creates a ticket already linked to that asset.
- Satisfaction surveys. When GLPi's own survey is triggered on ticket closure, the requester can rate their experience with a WhatsApp button tap.
- Opt-out support. Users can send STOP to pause proactive notifications and START to resume them, without affecting their ability to keep messaging the service desk.
- Admin health dashboard. A live view of Meta API connectivity, queue depth, worker status, and template approval status, under Setup > WhatsApp Enterprise.
| Main menu | Reporting an issue with a photo | Full ticket lifecycle |
|---|---|---|
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Most WhatsApp options for GLPi live behind a subscription tier. This one doesn't, and it's not the stripped-down version either: native GLPi Forms over WhatsApp, QR-code asset check-in, WhatsApp approvals, satisfaction surveys, all in, no upsell screen in sight. It's free and fully open source, GPLv3, same as GLPi core.
- GLPi 11.0.3 or later
- PHP 8.2 or later
- A Meta Business Manager account with a WhatsApp Business Account (WABA), a registered phone number, and a System User access token
- A publicly reachable HTTPS URL for your GLPi instance, so Meta can deliver webhook events
- Extract the plugin into
plugins/whatsappenterprise/inside your GLPi installation. - From Setup > Plugins, find "WhatsApp Enterprise for GLPi" and click Install, then Enable. Alternatively, via CLI:
php bin/console plugin:install whatsappenterprise --username=<a-real-admin> php bin/console plugin:activate whatsappenterprise - Configure the plugin from Setup > WhatsApp Enterprise, entering your Meta App ID, Phone Number ID, WABA ID, App Secret, Access Token, and Webhook Verify Token.
- Set your Meta app's webhook callback URL to:
https://<your-glpi-host>/plugins/whatsappenterprise/front/webhook.php - Deploy a background worker to process queued messages. It is not a self-looping daemon on its own:
Run this under systemd, Supervisor, a container entrypoint, or cron, depending on your environment. Also schedule
php bin/console plugins:whatsappenterprise:worker run --max=100php bin/console plugins:whatsappenterprise:worker sweepperiodically to recover from any interrupted worker process.
Proactive notifications are optional and configured separately from Setup > Notifications, by adding a "WhatsApp Enterprise" template mode to any Ticket event you want delivered over WhatsApp. Templates must be approved by Meta before they can be sent.
Deactivating the plugin preserves all data and configuration. Uninstalling respects a data retention preference you set in the plugin configuration: by default, identity bindings, credentials, and the audit trail are preserved and only operational queue tables are dropped; you can instead choose full removal.
- Technician and SSO identity binding is not implemented in this release. Users on GLPi's "central" interface (technicians, admins) are directed to contact their administrator rather than being offered a WhatsApp verification flow.
- Meta's rate-limit backoff handling is implemented but has not been verified against genuine sustained throttling from Meta's side.
WhatsApp Enterprise for GLPi is released under the GNU General Public License version 3 or any later version.
See LICENSE for the complete licence terms.
Visit MarifeX for more of this work. For support, email mohammed@marifextech.com.