Create tickets from messages sent to your Telegram bot, and send your agent replies back through it.
What's new in version 2.0:
- Multiple tickets support: now your customers can create and keep track of multiple Freshdesk tickets within the same Telegram bot. After sending a message to the bot, the user will be presented with a list of actions that will allow them to either add the message to one of their tickets as a reply, or to create a new ticket out of it;
- Required fields: setting certain ticket/contact fields as required could previously render Telegram Sync incapable of creating new tickets or users in your Freshdesk. With this update, we are addressing this issue by adding the ability to set default values for the required fields in the app settings.
- Text customization: this update introduces user interface for the customer side, extending the list of system messages far beyond the previous version. To ensure you are not bound to English as the default language, we have added the capability to change every line of system text, whether you want to translate it to your native language, or to just add some flair to it.
- Extended media support: you can now receive voice and video sent by your customers from Telegram. Additionally, some of the issues related to certain file types being sent from and to Telegram have also been fixed.
Telegram Sync allows you to turn a Telegram bot into a support channel. Simply create a bot (or use an existing one), and configure the app in just a couple of short steps. After the installation, any time someone sends a message to your Telegram bot, the app will present them with an action keyboard, allowing the user to create a new ticket out of their message, or add it to one of the previously created tickets.
Additionally, you can automatically assign new Telegram tickets to a specific agent group. You can also set default values for the required ticket/contact fields, as well as edit any line of app's system text.
First, input your Freshdesk domain and API key. The domain should look like this:
domain.freshdesk.com (without “https://”).
You can find your API key in your Freshdesk profile settings.
Next, provide you Telegram bot token. If you don’t have a bot or don’t know where to find a token, search for the “BotFather” account in Telegram - you will find all the information there.
If you have any ticket or contact fields set as required, you should see them in the bottom section of the app settings after providing the domain and API key. Make sure to fill all of them - the app is not guaranteed to work otherwise.
If you wish to reconfigure the app to use a different Telegram bot, you need to open the app settings, provide the new bot token, and then click the “Reconnect Telegram bot” button. This button can also be used if you experience any issues with the app.