easiware
Helpdesk & ITSMConnect AI agents to easiware, a French omnichannel customer service and CRM platform. Agents open tickets, post messages, route by competence group, manage webhook subscriptions, and read the response templates and event history behind each case.
What This Integration Enables
easiware treats a ticket as a record with a documented history, and the connector leans into that. Alongside the usual ticket and contact reads and writes, it exposes Search Ticket Events, which surfaces the audit events generated on a case: creation, status and priority and agent and category changes, notes, messages, AI actions, and CSAT events. An agent can therefore establish not just what a ticket says but what has already been attempted on it and by whom, which is the difference between a useful automated follow up and one that repeats an answer the customer already rejected. Routing configuration is equally legible: categories, competence groups, and users are all searchable, so an agent resolves the owning team from the live configuration rather than from a hardcoded mapping that goes stale.
Two boundaries deserve stating rather than glossing. The response template surface is read only. Get Response Templates and Get Response Template return a template's subject, plain text, and HTML content, and there is no action that applies a template to a ticket. An agent fetches the approved wording, substitutes the case specifics, and then writes the result with Add Ticket Message, which means a human is reviewing composed text rather than a template reference. Second, easiware's webhook actions are exactly that: actions. Create Webhook registers a callback URL of your choosing on easiware's side and returns a webhook record, but it does not create a FlowRunner trigger, and this connector has none. Reactive flows on easiware are built on scheduled Search Tickets and Search Ticket Events calls.
Without FlowRunner
With FlowRunner
Use Case Scenarios
Follow up that does not repeat a rejected answer
A ticket has been open for four days with no customer response. A scheduled agent runs Search Tickets filtered to the waiting status, then for each hit runs Get Ticket Messages to read the thread and Search Ticket Events to see what the case has been through. On one ticket the events show a status change back from resolved, which means the customer reopened it after being told the problem was fixed. The agent flags that specifically instead of sending a generic nudge, pulls the escalation template with Get Response Templates in the customer's language, drafts a follow up that acknowledges the reopen, and routes it to the owning agent for approval before anything is appended to the thread.
Intake routed by category and competence group
An order problem arrives from an ecommerce integration. The agent runs Search Contacts by email, creating the contact with Create Contact when there is no match, then runs Search Categories to find the category that fits the reported problem and Get Category to read the competence group associated with it. Create Ticket opens the case with the source channel, category, competence group, and contact all set from live configuration, so the ticket lands with the team that actually handles returns rather than in a general queue. A summary posts to the customer operations channel in Slack with a link back to the case.
Weekly quality review assembled from the event log
Every Monday an agent runs Search Ticket Events over the previous week filtered to CSAT events and AI actions, joins each to its ticket with Get Ticket, and builds a review pack: which cases got low satisfaction scores, which competence group owned them, how many agent reassignments each went through before resolution, and where an automated action was taken. The pack lands in Notion for the support lead's Monday review. Nobody exports a spreadsheet, and the numbers come from easiware's own audit trail rather than from a parallel tracking sheet.
Human-in-Loop Highlight
Add Ticket Message is the call that reaches the customer, and it carries two parameters that make it the sharpest edge on this connector: the source channel the message goes out on, and the authoring agent or bot it is attributed to. Those two fields together decide whether a reply arrives as an email or on a chat surface, and whose name sits above it. A message appended with the wrong channel reaches a customer somewhere they were not expecting to be contacted, and one attributed to the wrong agent puts a named colleague's identity on wording they never saw. Neither is retractable once the thread has been appended to. So the agent composes but does not send. It pulls the approved wording with Get Response Template, substitutes the case specifics, and pauses with the whole picture: "Draft reply on ticket 48210 for Claire Dubois, source channel Email, attributed to Amelie Rousseau, from the Retour Produit template in French. Send as drafted, change the channel, or change the author?" A person approves the words, the channel, and the byline together, because on this connector those are one decision. The human-in-the-loop step sits at the boundary between an internal draft and an external message, which is the only place on a helpdesk where it genuinely buys anything.
Agent Capabilities
34 actionsGeneral
2- Get API Status Checks whether the easiware public API is reachable. Used as a lightweight connectivity and authentication test at the head of a flow.
- Get Auth Info Retrieves details about the API token in use, including its label and the organization it is bound to. Used to obtain the numeric organization identifier that some write operations require.
Contacts
4- Create Contact Creates a contact in your easiware organization, requiring only an email address. Used when intake finds no existing record for the person who wrote in.
- Search Contacts Searches contacts with filters for email, name, phone, location, locale, and creation or update date ranges, with pagination. Used as the duplicate check before any contact is created.
- Get Contact Retrieves the full details of a single contact by its easiware internal identifier, including identity, address, locale, and audit fields.
- Update Contact Updates an existing contact by its easiware internal identifier. This operation requires the numeric organization identifier available from Get Auth Info, and updates the contact's language code.
Tickets
4- Create Ticket Creates a support ticket, requiring a source channel and optionally setting subject, status, priority, assigned agent, contact, category, competence group, and custom field values. Used to open a case with its routing already resolved from live configuration.
- Search Tickets Searches tickets with pagination and filters for free text, status, assigned agent, category, competence group, priority, source, contact, and date ranges. This is the polling path that stands in for event delivery on this connector.
- Get Ticket Retrieves the full details of a single ticket including status, priority, source, contact, agent, category, SLA, and custom field values.
- Update Ticket Updates any subset of a ticket's subject, status, priority, assigned agent, contact, category, competence group, and custom field values. This is how an agent reroutes a case to a different competence group.
Ticket Messages
4- Get Ticket Messages Retrieves the paginated message history of a ticket with content, source channel, and delivery status for each inbound and outbound message. Used to read the full thread before drafting anything.
- Add Ticket Message Appends a message to a ticket, taking the source channel, plain text and HTML content, optional subject and original recipient email, and the authoring agent or bot. This is the customer facing write, and it is the action that sits behind the approval gate.
- Search Ticket Messages Searches messages across your organization's tickets with filters for free text, ticket, agent, source channel, sort order, and creation date range. Used for quality review and for finding prior wording on a recurring issue.
- Get Ticket Message Retrieves a single ticket message with its content, attachments, source channel, and delivery status. Used to confirm whether an earlier reply actually delivered.
Ticket Events
2- Search Ticket Events Searches the audit events generated on tickets, covering creation, status and priority and agent and category changes, notes, messages, AI actions, and CSAT events, with filters by event type, ticket, bot, and date range. Used to establish what has already been tried on a case before acting again.
- Get Ticket Event Retrieves a single ticket event with its type, related ticket, author, and event specific details.
Routing Configuration
6- Search Categories Retrieves ticket categories, filterable by text search and by active or public status. Used to resolve the right classification from live configuration.
- Get Category Retrieves a single category with its name, activation state, visibility, and associated competence group. Used to derive the owning team from the category rather than from a hardcoded map.
- Search Competence Groups Retrieves competence groups, the teams tickets can be routed to, filterable by text search, active status, and membership of a specific agent. Used to confirm a routing target exists and is staffed before a reassignment.
- Get Competence Group Retrieves the full details of a single competence group by its easiware internal identifier.
- Search Users Searches users across agents, admins, and owners with filters for free text, email, enabled state, role, and competence group membership. Used to resolve an assignee that is actually enabled.
- Get User Retrieves a single agent's name, email, role, language, and competence group memberships. Used to check an agent's language before assigning a case in that language.
Response Templates
2- Get Response Templates Retrieves your organization's canned response templates, optionally filtered by language. Read only: this returns the approved wording for an agent to compose from, it does not apply a template to a ticket.
- Get Response Template Retrieves a single template with its subject, plain text and HTML content, and layout. Used to pull exact approved wording into a draft that a human then reviews.
Custom Fields
4- List Contact Custom Fields Lists your organization's custom field definitions for contacts, with identifiers and types. Used before supplying custom values on a contact.
- Get Contact Custom Field Choices Retrieves the available choices for a contact custom field of single or multiple choice type. Used to submit a valid value rather than free text.
- List Ticket Custom Fields Lists your organization's custom field definitions for tickets, with identifiers and types.
- Get Ticket Custom Field Choices Retrieves the available choices for a ticket custom field of single or multiple choice type.
Webhook Management
6- Create Webhook Registers a webhook that easiware calls when the selected event occurs on a contact or ticket, taking a target callback URL, a resource category, and optionally a specific event type. This subscribes an external endpoint you choose and creates no FlowRunner trigger.
- List Webhooks Retrieves all webhooks registered for your organization with their category, subscribed event type, target URL, and last HTTP response code. Useful for auditing which endpoints easiware is currently calling and whether they are still returning success.
- Get Webhook Retrieves the details of a single webhook by its easiware internal identifier.
- Update Webhook Updates any subset of a webhook's category, event type, and callback URL.
- Detach Webhook Soft deletes a webhook so it stops receiving events while its record is retained.
- Delete Webhook Permanently deletes a webhook. This cannot be undone. --- The easiware connector exposes no FlowRunner triggers. The webhook actions above manage subscriptions on easiware's side against a callback URL you nominate, which is a useful capability in its own right but is not event delivery into a flow. easiware's public API does not document the delivered webhook payload schema, so a native realtime trigger would be guesswork. Reactive flows here run on a schedule against Search Tickets and Search Ticket Events, comparing each run against the previous high water mark.
Frequently Asked Questions
What can FlowRunner do with easiware?
FlowRunner agents can run Get API Status, Get Auth Info, and Create Contact in easiware, plus 31 more actions.
Does connecting easiware to FlowRunner require OAuth?
No. easiware connects to FlowRunner with an API key, no OAuth flow required.
Can easiware trigger a FlowRunner workflow automatically?
easiware doesn't currently expose triggers in FlowRunner. It connects as an action step inside workflows started by another trigger.
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