Integrations / Customer Support
Connect Request Tracker (RT) to WhatsApp: tickets by chat
Flann is an AI agent your business talks to on WhatsApp. Connect Request Tracker (RT) once, then ask Flann to look things up in it or get work done in it, by text or voice note. Support queues rarely struggle because of hard questions. They struggle because of volume: the same delivery query, the same opening times, the same password reset, arriving on every channel at once. Flann reads Request Tracker (RT), recognises what you have answered before and drafts the reply, so your real thought goes on the messages that need it.
11 actions in Request Tracker (RT). 7 only look things up, and 4 create, update, send or delete. You connect with your API key.
What you can ask Flann to do in Request Tracker (RT)
Send any of these on WhatsApp, in your own words. Flann finds the right Request Tracker (RT) action and fills in the details from the conversation.
“Find tickets in Request Tracker (RT).”
“Look up the ticket history in Request Tracker (RT).”
“Show me my ticket attachments in Request Tracker (RT).”
“Create a ticket in Request Tracker (RT).”
“Add a ticket comment in Request Tracker (RT).”
“Reply to the to ticket in Request Tracker (RT).”
What Flann can work with in Request Tracker (RT)
Request Tracker (RT) gives Flann 11 actions across 7 kinds of record. These are the ones you are most likely to use.
| Record | What Flann can do | Actions |
|---|---|---|
| Tickets | createlook upsearchupdate | 4 |
| Queues | look up | 2 |
Doing it yourself, wiring up a rule, or asking an agent: here is how they compare for Request Tracker (RT).
| Compare | In Request Tracker (RT) yourselfYou click through each job | A fixed workflowTriggers built in advance | Flann on Request Tracker (RT)You ask, Flann does the clicking |
|---|---|---|---|
| Asking for something | Log in and click through the screens | Only what was wired up in advance | Text or voice note, in your own words |
| Looking things up about tickets | By hand, screen by screen | Only the look-ups someone built | 7 look-ups, answered straight away |
| Creating and updating | Typed in by hand | Run unchecked once built | 4 changes, made from a message |
| Request Tracker (RT) records | All of them, one screen at a time | Only the ones you wire up | 7 kinds, from one chat |
| Set-up | Nothing new to set up | Someone builds and maintains each flow | Your Request Tracker (RT) API key, once |
YesPartlyNo
Step by step: Request Tracker (RT) jobs you can hand to Flann
Each step below names the Request Tracker (RT) action Flann actually runs.
Create a ticket from a voice note
- You message Flann on WhatsApp: “Create a ticket in Request Tracker (RT) with these details.”
- Flann runs
Search Ticketsin Request Tracker (RT) and shows you what it found. - Flann runs
Create Ticketin Request Tracker (RT). - Flann creates it in Request Tracker (RT) and confirms in the chat.
Get answers about your queues
- You message Flann on WhatsApp: “What is the latest on our queues in Request Tracker (RT)?”
- Flann runs
List QueuesandGet Queuein Request Tracker (RT) and shows you what it found. - Nothing in Request Tracker (RT) is changed: these are look-ups, so they run straight away.
Check your users from WhatsApp
- You message Flann on WhatsApp: “Show me where our users in Request Tracker (RT) stand.”
- Flann runs
Search Usersin Request Tracker (RT) and shows you what it found. - Nothing in Request Tracker (RT) is changed: these are look-ups, so they run straight away.
Repetitive Request Tracker (RT) 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.
Answering the question everyone asks
Today
Delivery times, opening times, how to book. You type the same answer into Request Tracker (RT) again and again, a little differently each time.
With Flann
“Draft replies to all the delivery-time questions waiting in the inbox”
Every open conversation in Request Tracker (RT) asking about delivery times gets a drafted answer, built from how you have replied before and written in the customer's language.
What you stop doing: Typing the same answer again and again is no longer how your day goes.
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 Request Tracker (RT) 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 Request Tracker (RT)
- Open Connectors in Flann and choose Request Tracker (RT).
- Paste your Request Tracker (RT) API key into the secure form Flann opens. You will find the key in your Request Tracker (RT) account settings.
- From then on, message Flann on WhatsApp. It works in Request Tracker (RT) whenever a request needs it.
Look-ups run as soon as you ask and change nothing in Request Tracker (RT). You can disconnect Request Tracker (RT) from Connectors at any time.
Ways to use Request Tracker (RT) with Flann
Reply in your tone
Tell Flann what to say.
One place to ask from
Instead of opening Request Tracker (RT), ask Flann on WhatsApp. It reads the thread and gives you the short version.
See what is waiting
Ask what is unanswered. Flann checks Request Tracker (RT) and lists the conversations that need you.
Everything Flann can do in Request Tracker (RT)
The full list of Request Tracker (RT) actions available to Flann once you connect it.
Looks up 7
- Get Queue
- Get Ticket
- Get Ticket History
- List Queues
- List Ticket Attachments
- Search Tickets
- Search Users
Changes 4
- Add Ticket Comment
- Create Ticket
- Reply to Ticket
- Update Ticket
More Customer Support apps Flann works with
Common questions
What can Flann do with tickets in Request Tracker (RT)?
Flann can create, look up, search and update tickets in Request Tracker (RT), using 4 actions (Create Ticket, Get Ticket, Search Tickets, Update Ticket). Looking up runs straight away and changes nothing. The other actions create or change tickets in Request Tracker (RT).
What can Flann do with queues in Request Tracker (RT)?
Flann can look up queues in Request Tracker (RT), using 2 actions (Get Queue, List Queues). All of them only look things up, so they run straight away.
How does Flann connect to Request Tracker (RT)?
Open Connectors in Flann, choose Request Tracker (RT) and paste your Request Tracker (RT) API key into a secure form. You will find the key in your Request Tracker (RT) account settings. Once it is connected, Flann can use 11 actions in Request Tracker (RT).
Can I use Request Tracker (RT) from WhatsApp?
Yes. You talk to Flann on WhatsApp or in the Flann app, by text or voice note, and Flann works in Request Tracker (RT) for you. You do not need to open Request Tracker (RT).
Does connecting Request Tracker (RT) cost extra?
No. Request Tracker (RT) is included in every Flann plan, along with every other app Flann connects to.