Support channels let customers reach your team from the tools they already use. Every message becomes a ticket in Helpdesk → Tickets, and your replies go straight back to the customer on that channel.

Channel setup lives in Helpdesk → Ticket Configuration → Channels. Each channel is configured per workspace (its credentials are never shared with other workspaces).

This guide covers Telegram.

Telegram is the fastest channel to connect and is fully two-way: customer messages create tickets and your replies are delivered back in Telegram.

1. Create your bot in Telegram

1. In Telegram, open a chat with @BotFather.
2. Send /newbot and follow the prompts: choose a name and a username ending in bot.
3. BotFather replies with a token that looks like 123456789:AAF.... Copy it.

Tip: give the bot a recognizable identity so customers find the right one:

• /setuserpic to upload your company logo.
• /setname and /setdescription to set a friendly name and description.

2. Connect it in the app

Open the channel setup

1. In the sidebar, go to Helpdesk → Ticket Configuration.
2. Open the Channels tab.
3. Find the Telegram card and click Set up.
4. Paste the token into Bot Token.
5. Click Save. The app automatically registers the webhook with Telegram.

3. Verify it is connected

1. Click Check webhook status in the Telegram dialog.
2. Confirm:
   • Bot shows your bot's @username — this is the exact bot customers must message.
   • The webhook URL shows Matches this workspace.
   • No delivery errors.

4. Share the bot with customers

Share the direct link https://t.me/<your_bot_username>, not a search term. Searching a name can surface a different bot. Ask customers to open the link, tap START, and send a message.

How it works day to day

• Each customer who messages the bot opens a ticket tagged Telegram.
• Reply from the ticket and the customer receives it in Telegram.
• If you close a ticket and the customer writes again, a new ticket is created.
• You get a notification whenever a new ticket arrives.