Automate Telegram Support & Streamline Ticket Management
Reduce manual ticket creation time by 90% and ensure instant customer acknowledgment, improving response efficiency.
Manually triaging Telegram messages and creating support tickets is slow and error-prone. This workflow automatically processes incoming Telegram messages, categorizes them as refunds or complaints, creates corresponding Freshdesk tickets, and sends instant acknowledgments, centralizing support requests.
Documentation
Automate Telegram Support & Streamline Ticket Management
This workflow empowers businesses to effortlessly manage customer support inquiries originating from Telegram. It intelligently processes incoming messages, categorizes them, creates appropriate support tickets, and provides immediate feedback to the user, ensuring no query goes unaddressed.
Key Features
- Automatic monitoring of inbound Telegram messages.
- Intelligent categorization of requests (e.g., refund or complaint) based on message content.
- Automated ticket creation in Freshdesk with pre-defined tags and subjects.
- Instant, personalized acknowledgment messages sent directly back to the Telegram user.
- Centralized tracking and management of requests within Monday.com boards.
How It Works
This workflow initiates when a new message is received in Telegram. An IF node then evaluates the message content to determine if it contains the keyword "refund". If "refund" is detected, the workflow proceeds to create a new ticket in Freshdesk tagged as "refund" and sends a specific refund acknowledgment message back to the user via Telegram. Concurrently, a new item is created on a designated Monday.com board for tracking. If "refund" is not detected, the workflow assumes it's a general complaint. It creates a Freshdesk ticket tagged as "complaint", sends a complaint acknowledgment via Telegram, and logs the request on a different Monday.com board group for complaints.