Falnor / Integrations
Zendesk automation for customer requests that need facts from other tools
Zendesk holds the ticket. The answer often lives somewhere else: the CRM, the finance system, an order record. Falnor builds a system around Zendesk that reads the request, fetches those facts, prepares the reply and asks a person before anything sensitive goes out.
Book a discovery callWhere Zendesk work stops
Triage rules and macros handle the routine. The slow part is the agent opening three other tools to find out what is true. The same approach is described for customer service automation and, for the CRM side, HubSpot automation.
- Agents look up account, invoice or order details in other tools before they can reply.
- Refunds, credits and exceptions wait on a manager with no evidence in front of them.
- Ticket history and customer records in the CRM drift apart.
What we build around Zendesk
The system connects to Zendesk through its own permissions, read-only first.
Read first
It reads incoming tickets and the records it needs from your other tools, and shows what it would send before it sends anything.
Follow your rules
Routing, answers from your approved sources and limits on refunds or credits follow rules you wrote.
Pause for a person
Sensitive replies, above-limit refunds and unclear cases wait for a named person, with the ticket history and evidence beside the decision.
Keep the record
Each action is logged with what it looked at, the rule it followed and who approved it.
Your Zendesk, your rules
We do not replace your helpdesk or your agents. The system runs alongside Zendesk, you own its rules and its full record from day one, and it keeps running without us.
Works with the software you already use
We build on your own tools instead of asking you to move. Common starting points:
- Zendesk
- HubSpot
- Salesforce
- Xero
We work with businesses in the US, the UK and Europe.
Questions people ask
Is Falnor a Zendesk implementation partner?
No. We build on top of Zendesk as one of the tools you already use. We do not claim any partnership or certification.
Can it connect Zendesk tickets to HubSpot records?
Yes. It reads the ticket and the matching HubSpot contact, company or deal, prepares the reply or update, and asks a person where you want approval.
Will it reply to customers on its own?
Not at first. It starts read-only, then drafts, and earns the right to send routine replies one task at a time. Anything sensitive keeps waiting for a person.
How is this different from Zendesk macros and triggers?
Macros and triggers act on fields inside Zendesk. We cover the work that needs facts from other systems and a person to approve the important steps.