Integrations / CRM
Freshdesk on WhatsApp: manage contacts, tickets and companies with an AI agent
Flann turns Freshdesk into something you can message. Ask on WhatsApp, by text or voice note, and Flann does the work in Freshdesk for you. Leads arrive on WhatsApp, Instagram and Facebook long before they reach Freshdesk. Flann answers those conversations and can prepare the matching record in Freshdesk, so nobody falls between the chat and the CRM.
177 actions in Freshdesk. 83 only look things up, and 94 create, update, send or delete. You connect with your API key.
What you can ask Flann to do in Freshdesk
You do not need the exact wording. These are the kinds of messages Flann turns into Freshdesk actions.
“Find contacts in Freshdesk.”
“Look up the account in Freshdesk.”
“Find a contacts autocomplete in Freshdesk.”
“Add a note in Freshdesk.”
“Create a ticket in Freshdesk.”
“Create a contact in Freshdesk.”
What Flann can work with in Freshdesk
Freshdesk gives Flann 177 actions across 62 kinds of record. These are the ones you are most likely to use.
| Record | What Flann can do | Actions |
|---|---|---|
| Contacts | createdeleteexportlook upimportsearch | 8 |
| Tickets | createdeletelook upupdate | 7 |
| Companies | createdeletelook upsearchupdate | 6 |
| Solution categories | createdeletelook upupdate | 5 |
| Discussion categories | createdeletelook upupdate | 4 |
| Solution folders | deletelook upupdate | 4 |
| Ticket forms | createdeletelook upupdate | 4 |
| Canned responses | createupdatelook up | 3 |
How the same contact job compares, in Freshdesk directly and through Flann.
| Compare | In Freshdesk yourselfYou click through each job | Flann on FreshdeskYou ask, Flann does the clicking |
|---|---|---|
| Asking for something | Log in and click through the screens | Text or voice note, in your own words |
| Looking things up about contacts | By hand, screen by screen | 83 look-ups, answered straight away |
| Creating and updating | Typed in by hand | 94 changes, made from a message |
| Freshdesk records | All of them, one screen at a time | 62 kinds, from one chat |
| Set-up | Nothing new to set up | Your Freshdesk API key, once |
YesPartlyNo
Step by step: Freshdesk jobs you can hand to Flann
How a request turns into real Freshdesk actions, one step at a time.
Create a contact from a voice note
- You message Flann on WhatsApp: “Create a contact in Freshdesk with these details.”
- Flann runs
Search Contactsin Freshdesk and shows you what it found. - Flann runs
Create Contactin Freshdesk. - Flann creates it in Freshdesk and confirms in the chat.
Fix a ticket without opening Freshdesk
- You message Flann on WhatsApp: “Change the ticket in Freshdesk: here is what is different.”
- Flann runs
Get Ticketsin Freshdesk and shows you what it found. - Flann runs
Update Ticketin Freshdesk. - Flann makes the change in Freshdesk and confirms in the chat.
Clean up companies you no longer need
- You message Flann on WhatsApp: “Which companies in Freshdesk are out of date? Remove the ones I confirm.”
- Flann runs
Search Companiesin Freshdesk and shows you what it found. - Flann runs
Delete Companyin Freshdesk. - Each removal is confirmed in the chat.
Where Flann saves you time in Freshdesk
Small jobs, repeated often, are where the time goes. Here is how they change once Freshdesk is connected.
Replying with the whole history in hand
Today
Whenever a customer messages on WhatsApp you reply without checking Freshdesk, so you miss the open deal, last month’s complaint or the discount you promised. Context costs a login.
With Flann
“What do we know about the man asking about catering on WhatsApp?”
Before drafting anything, Flann looks the customer up in Freshdesk and brings back their deals, notes and last conversation. Then it writes a reply that fits that history, in the language they wrote in.
What you stop doing: No customer has to repeat themselves because you replied blind.
Today’s call list
Today
Tasks, callbacks and reminders are scattered across contacts in Freshdesk. Finding today’s means clicking through views you set up long ago.
With Flann
“Give me today’s call list from Freshdesk.”
Pulling every task and callback due today from Freshdesk, Flann gives you a call list with a line of context for each name: what was promised, what is open and the best number to ring. A look-up, so it is instant. When you report back after each call, Flann prepares the update and asks you to confirm it.
What you stop doing: Mornings start with a list instead of a search.
More on this: how to hand repetitive tasks to an AI agent on WhatsApp.
How Flann connects to Freshdesk
- Open Connectors in Flann and choose Freshdesk.
- Paste your Freshdesk API key into the secure form Flann opens. You will find the key in your Freshdesk account settings.
- From then on, message Flann on WhatsApp. It works in Freshdesk whenever a request needs it.
Of the 177 Freshdesk actions, 83 only read. The other 94 create, update, send or delete. Disconnect Freshdesk in Connectors whenever you like.
Ways to use Freshdesk with Flann
Move deals forward
Tell Flann a deal closed or stalled.
Know who you are talking to
Before a meeting, ask Flann for the contact’s history in Freshdesk: last deal, last note, last time you spoke.
See the pipeline at a glance
Ask what is open and what is at risk. Flann summarises Freshdesk in a few lines you can read in a queue.
Everything Flann can do in Freshdesk
Every Freshdesk action Flann can run, split into what it reads and what it changes.
Looks up 83
- Currently Authenticated Agent
- Filter Tickets
- Get Account
- Get Agent
- Get Companies
- Get Company
- Get Company Fields
- Get Contact
- Get Contact Fields
- Get Contacts
- List All Ticket Conversations
- List Solution Articles
- List Solution Categories
- Search Agents
- Search Agents Autocomplete
- Search Companies Autocomplete
- Search Contacts
- Search Contacts Autocomplete
- Search Solution Articles
- Export Contacts
- Get Agent Availability
- Get Business Hours
- Get Canned Response Folders
- Get Discussion Category
- Get Email Mailbox
- Get Folder Responses
- Get Imported Contacts
- Get Job
- Get Ticket Time Entries
- Get Ticket User Access
and 53 more
Changes 94
- Add Note to Ticket
- Create Canned Response
- Create Contact
- Create Multiple Agents
- Create SLA Policy
- Create Solution Article
- Create Ticket via Outbound Email
- Reply to Forward Ticket
- Update Admin Group
- Update Agent
- Update Company
- Update Contact
- Update Group Agents
- Update SLA Policy
- Add Ticket User Access
- Add Watcher to Ticket
- Bulk Add Watcher to Tickets
- Bulk Create Canned Responses
- Bulk Unwatch Tickets
- Bulk Update Tickets
- Cancel Contact Import
- Create Admin Group
- Create Admin Ticket Field
- Create Admin Ticket Field Section
- Create Canned Response Folder
- Create Company
- Create Contact Field
- Create Discussion Category
- Create Discussion Forum Topic
- Create Discussion Topic Comment
and 64 more
More CRM apps Flann works with
Common questions
What can Flann do with contacts in Freshdesk?
Flann can create, delete, export, look up and import contacts in Freshdesk, using 8 actions (Create Contact, Delete Contact, Export Contacts, Get Contact and more). Looking up runs straight away and changes nothing. The other actions create or change contacts in Freshdesk.
What can Flann do with tickets in Freshdesk?
Flann can create, delete, look up and update tickets in Freshdesk, using 7 actions (Create Ticket, Create Ticket via Outbound Email, Delete Multiple Tickets, Delete Ticket and more). Looking up runs straight away and changes nothing. The other actions create or change tickets in Freshdesk.
How does Flann connect to Freshdesk?
Open Connectors in Flann, choose Freshdesk and paste your Freshdesk API key into a secure form. You will find the key in your Freshdesk account settings. Once it is connected, Flann can use 177 actions in Freshdesk.
Do I need to open Freshdesk to use it with Flann?
No. Once Freshdesk is connected, you ask Flann on WhatsApp or in the Flann app, by text or voice note, and it does the work in Freshdesk.
Does connecting Freshdesk cost extra?
No. Freshdesk is included in every Flann plan, along with every other app Flann connects to.