Integrations / Customer Support
Connect Onedesk to WhatsApp: tickets, comments and messages by chat
Flann is an AI agent your business talks to on WhatsApp. Connect Onedesk once, then ask Flann to look things up in it or get work done in it, by text or voice note. Onedesk carries conversations with your customers or your team. Flann reads them with you and drafts the replies from WhatsApp.
24 actions in Onedesk. 14 only look things up, and 10 create, update, send or delete. You connect with your API key.
What you can ask Flann to do in Onedesk
Send any of these on WhatsApp, in your own words. Flann finds the right Onedesk action and fills in the details from the conversation.
“Show me my issues in Onedesk.”
“Show me my tickets in Onedesk.”
“Show me my comments in Onedesk.”
“Delete the task in Onedesk.”
“Delete the ticket in Onedesk.”
“Delete the comment in Onedesk.”
What Flann can work with in Onedesk
Onedesk gives Flann 24 actions across 15 kinds of record. These are the ones you are most likely to use.
| Record | What Flann can do | Actions |
|---|---|---|
| Comments | deletelook up | 3 |
| Attachments | deletelook up | 2 |
| Issues | look up | 2 |
| Messages | deletelook up | 2 |
| Tasks | deletelook up | 2 |
| Tickets | deletelook up | 2 |
| Timesheets | deletelook up | 2 |
| Requirements | deletelook up | 2 |
There are three ways to get tickets work done in Onedesk. Side by side:
| Compare | In Onedesk yourselfYou click through each job | A rules toolRuns the steps you wired up | Flann on OnedeskYou ask, Flann does the clicking |
|---|---|---|---|
| Asking for something | Open the app and find the right page | Only what was wired up in advance | A WhatsApp message, typed or spoken |
| Finding answers about tickets | Filters and searches you run yourself | Only the look-ups someone built | 14 look-ups, answered straight away |
| Making changes | Typed in by hand | Run unchecked once built | 10 changes, made from a message |
| Onedesk records | All of them, one screen at a time | Only the ones you wire up | 15 kinds, from one chat |
| Getting connected | Nothing new to set up | Someone builds and maintains each flow | Your Onedesk API key, once |
YesPartlyNo
Step by step: Onedesk jobs you can hand to Flann
Each step below names the Onedesk action Flann actually runs.
Clean up tickets you no longer need
- You message Flann on WhatsApp: “Which tickets in Onedesk are out of date? Remove the ones I confirm.”
- Flann runs
Get Ticketsin Onedesk and shows you what it found. - Flann runs
Delete Ticketin Onedesk. - Each removal is confirmed in the chat.
Get answers about your comments
- You message Flann on WhatsApp: “What is the latest on our comments in Onedesk?”
- Flann runs
Get Comment DetailsandGet Commentsin Onedesk and shows you what it found. - Nothing in Onedesk is changed: these are look-ups, so they run straight away.
Clean up messages you no longer need
- You message Flann on WhatsApp: “Which messages in Onedesk are out of date? Remove the ones I confirm.”
- Flann runs
Get Messagesin Onedesk and shows you what it found. - Flann runs
Delete Messagein Onedesk. - Each removal is confirmed in the chat.
Repetitive Onedesk work Flann takes off your plate
These are the jobs that come back every day or every week. Message Flann instead, and keep the decisions for yourself.
Sorting the queue by urgency
Today
Opening Onedesk each morning means reading every new ticket before you know which one is on fire.
With Flann
“What came in overnight? Urgent ones first”
Reading every new conversation in Onedesk, Flann groups them into urgent, routine and can-wait, and gives you a line on each urgent one. Nothing is changed.
What you stop doing: Reading the whole queue to find the one urgent message stops being your morning.
Replying in the customer's language
Today
A message arrives in a language you do not read well. You paste it into a translator, write a reply, translate that back and hope it sounds right.
With Flann
“Tell the French customer her order ships Monday”
Side by side, Flann gives you the gist of the message from Onedesk in your own language and a drafted reply in hers, in your usual tone.
What you stop doing: Copying messages in and out of a translator is no longer part of support.
More on this: how to hand repetitive tasks to an AI agent on WhatsApp.
How Flann connects to Onedesk
- Search for Onedesk in Flann’s Connectors.
- Paste your Onedesk API key into the secure form Flann opens. You will find the key in your Onedesk account settings.
- Ask Flann for what you need on WhatsApp, by text or voice note. It picks the right Onedesk action itself.
Look-ups run as soon as you ask and change nothing in Onedesk. You can disconnect Onedesk from Connectors at any time.
Ways to use Onedesk with Flann
Close the loop
Tell Flann a problem is solved. It prepares the update in Onedesk so nobody chases it twice.
Hand off to the right person
Ask Flann to pass a complaint to your manager. It prepares the message in Onedesk for you to confirm.
See what is waiting
Ask what is unanswered. Flann checks Onedesk and lists the conversations that need you.
Everything Flann can do in Onedesk
The full list of Onedesk actions available to Flann once you connect it.
Looks up 14
- Delete Project
- Get Attachments
- Get Comment Details
- Get Comments
- Get Feedback Details
- Get Feedback Items
- Get Issue Details
- Get Issues
- Get Messages
- Get Requirements
- Get Task Details
- Get Tickets
- Get Timesheet Details
- Get Worklogs
Changes 10
- Create Worklog Entry
- Delete Attachment
- Delete Comment
- Delete Customer
- Delete Message
- Delete Requirement
- Delete Task
- Delete Ticket
- Delete Timesheet
- Delete User
More Customer Support apps Flann works with
Telegram
SlackCommon questions
What can Flann do with comments in Onedesk?
Flann can delete and look up comments in Onedesk, using 3 actions (Delete Comment, Get Comment Details, Get Comments). Looking up runs straight away and changes nothing. The other actions create or change comments in Onedesk.
What can Flann do with attachments in Onedesk?
Flann can delete and look up attachments in Onedesk, using 2 actions (Delete Attachment, Get Attachments). Looking up runs straight away and changes nothing. The other actions create or change attachments in Onedesk.
How does Flann connect to Onedesk?
Open Connectors in Flann, choose Onedesk and paste your Onedesk API key into a secure form. You will find the key in your Onedesk account settings. Once it is connected, Flann can use 24 actions in Onedesk.
Can I use Onedesk from WhatsApp?
Yes. You talk to Flann on WhatsApp or in the Flann app, by text or voice note, and Flann works in Onedesk for you. You do not need to open Onedesk.
Is Onedesk included in my Flann plan?
Yes. Every Flann plan includes every app, Onedesk included.