Support & Ticketing · Integration
Wolken Service Desk
Add Wolken Service Desk to your product for your customers, and give your AI agents governed access to it.
Wolken Software sells one service desk that several parts of a business share, so a single instance carries IT incidents, HR queries and customer service cases with different queues, forms and approval paths behind each. That shapes the build more than the ITIL vocabulary does: before your product raises anything it has to know which desk and which category the customer routes that kind of request to, because the SLA clock and the escalation path both hang off that choice. From there an embedded integration creates and updates cases, adds worklog and correspondence, moves a case through its statuses, reads the knowledge articles agents lean on, and reacts when something is escalated or breaches. Each customer authorises their own instance, and fastn holds those credentials per tenant and keeps the connector current.
In your product
Embedded for your customers. Per-tenant auth, no per-customer code, maintained by fastn.
Let each customer connect their own Wolken instance so requests your product raises land in the queue their agents genuinely staff.
Raise an incident or a service request against the desk and category a customer nominates, so their routing and approval rules apply from the first minute.
Add worklog notes and correspondence to a case, so the record of what your product did lives on the case rather than in your logs.
React when a case is escalated, breaches its target or is closed, and let that drive the next step in your product.
For your AI agents
Governed, audited access for the agents you build, through the MCP server.
An agent reads a case with its correspondence and the knowledge article the team usually applies to it.
An agent updates status, priority or assignment inside granted permissions, and the desk it acted on is recorded.
An agent reports which cases in one customer's queue are closest to breaching, and what is holding them up.
Example prompt
Which service requests in this queue are about to breach, and who is assigned to each one?
Set up Wolken Service Desk in 4 steps
- 01Enable the Wolken Service Desk connector in your fastn dashboard.
- 02Have each customer authorise their own instance so cases open under their credentials rather than a shared account.
- 03Agree which desks and categories your product may raise against, and map the case fields and statuses they use.
- 04Call it from your product and expose the same connection to your agents through the MCP gateway.
Why teams use the Wolken Service Desk integration
What you get by embedding it with fastn instead of building it yourself.
- Ship a Wolken Service Desk integration without building it. Your customers connect their own Wolken Service Desk account inside your product and work their conversations, customers and tags there, with no per-customer code on your side.
- Handle the part that actually costs time: support volume is spiky, and support teams notice latency immediately. fastn owns the auth, token refresh, rate limits, pagination and breaking-change fixes, so a Wolken Service Desk update is not your on-call problem.
- One integration serves your product and your agents. The same governed Wolken Service Desk connection powers in-product features and gives AI agents scoped, audited access, so you let support work your customers' queues without leaving your product without wiring it twice.
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NetSuiteWolken Service Desk integration FAQ
How do I add a Wolken Service Desk integration to my product?
Enable the Wolken Service Desk connector in your fastn dashboard, then let each customer authenticate their own Wolken Service Desk account. fastn handles the OAuth flow, token storage and refresh per tenant, so there is no Wolken Service Desk client code in your app and no per-customer branch in your codebase. Setup is 4 steps.
Do my customers each connect their own Wolken Service Desk account?
Yes. Every connection is scoped to the individual customer, so each authorises their own Wolken Service Desk account and only ever sees their own conversations, customers and tags. That per-tenant isolation is the point of an embedded integration: you support the long tail of customer setups without maintaining an integration per customer.
Can AI agents use this Wolken Service Desk integration?
Yes. The same connection is exposed to your agents through the fastn MCP gateway, with permissions scoped per tenant and every call audited. An agent reads a case with its correspondence and the knowledge article the team usually applies to it.
Who maintains the Wolken Service Desk integration?
fastn does. When Wolken Service Desk changes an endpoint, deprecates a field or alters its auth, the fix lands in the connector rather than in your backlog, and your customers' connections keep working.
Can an agent resolve a Wolken Service Desk conversation end to end?
An agent can read the full history, post replies, change status and route within the permissions you grant it. Every action is attributed and audited, so you can show exactly what the agent did rather than inferring it.
Do I get notified the moment something changes in Wolken Service Desk?
Yes, through event triggers rather than polling, so your product reacts to a new or escalated conversation in near real time.
What can I build with the Wolken Service Desk integration?
A common starting point: let each customer connect their own Wolken instance so requests your product raises land in the queue their agents genuinely staff. Teams also use it for the other use cases listed above, and expose it to agents for governed reads and writes.
How much does the Wolken Service Desk integration cost?
It is included. Pricing is based on connected accounts, not on how many connectors you enable, so adding Wolken Service Desk does not change your per-connector cost. You can start free with 3 connected accounts.
Add Wolken Service Desk to your product
Start free with 3 connected accounts. No sales call required, and no per-customer integration code.