WhatsApp and or Telegram Integration

ichabot

Maybe an integration with WhatsApp and/or Telegram for ticket creation might be good to have. In the early stage, it might be sufficient if customers can just open a ticket. The customer is resolved by their phone number and gets a short reply that the ticket has been created and they will be contacted. Later in development, two-way communication could maybe be possible over IT Flow tickets.

Bigbug

ichabot do it with the API

The devs don't want native integrations (as it is hard to maintain and locks you in to a specific vendor)

ichabot

OK. maybe I can do something with n8n then.

digibandit

ichabot Indeed! We've implemented exactly this using n8n and the ITFlow API. Our WordPress form submission workflow already handles the complete ticket creation flow, and the same pattern works perfectly for WhatsApp (via Twilio) or Telegram (native Bot API).

Our current workflow does:

Client/contact lookup and auto-creation
Asset registration
Ticket creation with category-based routing
Smart email confirmations (conditional content based on ticket type)
SMS notifications via Twilio
Rocket.Chat team alerts
Error handling with fallback notifications

For WhatsApp via Twilio: Same Twilio account you'd use for SMS. Just swap the trigger from WordPress webhook to Twilio WhatsApp webhook. The rest of the workflow (client lookup → ticket creation → confirmation) stays identical.

For Telegram: Use n8n's native Telegram Bot trigger instead. Parse the message, extract sender info, same ITFlow API calls. Even simpler since Telegram Bot API is free.

Two-way communication is possible:

Add ITFlow ticket reply webhook
Route responses back through n8n to WhatsApp/Telegram
Thread by ticket ID

Sanitized workflow JSON: https://fst.dbits.ca/a756e859c2cb

Just replace the placeholder values (ITFLOW_URL, ITFLOW_API_KEY, etc.) with your credentials and adjust the email template for your business.

ichabot

@digibandit Thanks so much! I'll definitely check it out. I've got an n8n workflow going that imports assets and creates tickets from TacticalRMM data via webhooks. If you are interessted in it let me know.

digibandit

ichabot send it on over! I'm working on exactly that right now.

ichabot

digibandit
Client and Asset Import from Tactical:
https://pastebin.com/bZ2QkGAL > Password: ZJFz8GjVcB

The Node configuration needs to be changed to your settings. You'll receive an email notification if the process worked. You can change it to whatever you like. The information in the email is in German, so the node has to be adjusted to your preferences or removed/replaced as mentioned. Please test in dev environment first befor use!

Will follow up with the other n8n workflow for Ticket Creation from webhook alarms from TacticalRMM.

ichabot

digibandit Here is another workflow for TacticalRMM alerts via webhook. I use an AI for interpreting the alerts so it's easy to understand what's going on. You can change the AI to the one that you would use or remove it altogether. Please test in dev environment first before use!

https://pastebin.com/zZAuHrqn > Password: VkzMxq4Mpe