Integrations / Customer Support
Manage Freshservice tickets from WhatsApp
Flann connects Freshservice to the WhatsApp chat you already run your business from. You ask, and Flann picks the right Freshservice action. Team chat moves fast and the important line gets buried. Flann reads the channels in Freshservice with you, pulls out what needs a decision and drafts your answer. Ask what you missed while you were with a customer, and Flann gives you the decisions, the questions aimed at you and anything that sounds urgent, instead of an endless scroll.
12 actions in Freshservice. 6 only look things up, and 6 create, update, send or delete. You connect with your API key.
What you can ask Flann to do in Freshservice
Type it or say it in a voice note. Flann works out which Freshservice action you mean.
“Look up the ticket in Freshservice.”
“Show me my service catalog items in Freshservice.”
“Show me my locations in Freshservice.”
“Create a ticket in Freshservice.”
“Delete the release in Freshservice.”
“Create a service request in Freshservice.”
What Flann can work with in Freshservice
Freshservice gives Flann 12 actions across 6 kinds of record. These are the ones you are most likely to use.
| Record | What Flann can do | Actions |
|---|---|---|
| Tickets | createlook up | 3 |
How the same ticket job compares, in Freshservice directly and through Flann.
| Compare | Freshservice on its ownEvery step is yours | With FlannThe work comes to your chat |
|---|---|---|
| How you ask | Open the app and find the right page | A WhatsApp message, typed or spoken |
| Finding answers about tickets | Filters and searches you run yourself | 6 look-ups, answered straight away |
| Making changes | Typed in by hand | 6 changes, made from a message |
| Freshservice records | All of them, one screen at a time | 6 kinds, from one chat |
| Getting connected | Nothing new to set up | Your Freshservice API key, once |
YesPartlyNo
Step by step: Freshservice jobs you can hand to Flann
What happens between your message and the result in Freshservice.
Create a ticket from a voice note
- You message Flann on WhatsApp: “Create a ticket in Freshservice with these details.”
- Flann runs
List Freshservice Ticketsin Freshservice and shows you what it found. - Flann runs
Create Ticketin Freshservice. - Flann creates it in Freshservice and confirms in the chat.
Get answers about your locations
- You message Flann on WhatsApp: “What is the latest on our locations in Freshservice?”
- Flann runs
List Freshservice Locationsin Freshservice and shows you what it found. - Nothing in Freshservice is changed: these are look-ups, so they run straight away.
Check your service catalog items from WhatsApp
- You message Flann on WhatsApp: “Show me where our service catalog items in Freshservice stand.”
- Flann runs
List Service Catalog Itemsin Freshservice and shows you what it found. - Nothing in Freshservice is changed: these are look-ups, so they run straight away.
The Freshservice jobs you can stop doing yourself
You stay in charge of what goes out. Flann does the reading, the drafting and the chasing.
Calling back the calls you missed
Today
Missed calls stack up while you are serving. Later you scroll Freshservice, try to match numbers to names and guess who mattered most.
With Flann
“Who called while I was out and didn't leave a message?”
Matching each missed call in Freshservice to a known customer where it can, Flann gives you a list with a suggestion of who to ring first. Prefer a text?
What you stop doing: Guessing which unknown number mattered most is no longer necessary.
Fixing what the chatbot could not answer
Today
Your chatbot in Freshservice quietly fails on some questions. Finding those gaps means reading transcripts nobody has time for.
With Flann
“Where did the chatbot get stuck this week?”
Flann reads this week's chatbot conversations in Freshservice, groups the questions it could not handle and drafts a proper answer for each. Adding those answers to the bot is a change.
What you stop doing: Trawling bot transcripts to find what it gets wrong is no longer your task.
More on this: how to hand repetitive tasks to an AI agent on WhatsApp.
How Flann connects to Freshservice
- Search for Freshservice in Flann’s Connectors.
- Paste your Freshservice API key into the secure form Flann opens. You will find the key in your Freshservice account settings.
- Go back to WhatsApp and ask for what you need. Flann chooses the Freshservice action and fills in the details.
Reading from Freshservice is instant. Freshservice stays connected until you remove it in Connectors.
Ways to use Freshservice with Flann
Reply in your tone
Tell Flann what to say.
Hand off to the right person
Ask Flann to pass a complaint to your manager. It prepares the message in Freshservice for you to confirm.
Close the loop
Tell Flann a problem is solved. It prepares the update in Freshservice so nobody chases it twice.
Everything Flann can do in Freshservice
All 12 Freshservice actions, as Flann sees them.
Looks up 6
- Get Freshservice Ticket
- List Freshservice Tickets
- List Service Catalog Items
- Get Problem Form Fields by Workspace
- List Freshservice Locations
- List Release Form Fields
Changes 6
- Create Ticket
- Bulk Update Tickets
- Create Service Request
- Delete Release
- Delete Solution Article
- Delete Solution Category
More Customer Support apps Flann works with
Microsoft Teams
PushbulletCommon questions
What can Flann do with tickets in Freshservice?
Flann can create and look up tickets in Freshservice, using 3 actions (Create Ticket, Get Freshservice Ticket, List Freshservice Tickets). Looking up runs straight away and changes nothing. The other actions create or change tickets in Freshservice.
How does Flann connect to Freshservice?
Open Connectors in Flann, choose Freshservice and paste your Freshservice API key into a secure form. You will find the key in your Freshservice account settings. Once it is connected, Flann can use 12 actions in Freshservice.
How do I ask Flann to do something in Freshservice?
Message Flann on WhatsApp the way you would message a colleague, or send a voice note. Flann picks the Freshservice action that fits and asks if anything is missing.
Is Freshservice included in my Flann plan?
Yes. Every Flann plan includes every app, Freshservice included.