Telegram Setup

Last updated: June 2026

The Telegram integration allows customers to contact your support team via the Telegram app. Messages are captured as i-net HelpDesk tickets and answered from the Tickets application. Setup uses a bot created via BotFather. i-net HelpDesk does not log in with a Telegram user or Business account. If you connect the bot to a Telegram Business account in Telegram, the i-net HelpDesk configuration still uses the bot token and webhook.

Support Request using Telegram

Create a bot in Telegram

Before configuring Telegram in i-net HelpDesk, you need a bot and its token:

  1. Open the Telegram app and search for @BotFather.
  2. Start a chat and send /newbot.
  3. Choose a display name and a username ending in bot.
  4. Copy the Bot token that BotFather sends after creation.

Note: Keep the bot token secure. Anyone with the token can control your bot.

Configure in i-net HelpDesk

  1. Open Configuration → Communication → Messenger Channels.
  2. Click Add Messenger... and choose Telegram.
  3. Enter the following values:
Field Description
Enabled Turns the Telegram account on or off
Webhook URL Shown automatically. Must be reachable from the internet
Bot token The token from BotFather
Ticket resource Optional. Resource for new tickets from this channel
  1. Set Enabled and use Validate to test the connection.
  2. If Connection valid. appears, click OK.

After the active account is applied, i-net HelpDesk registers the Telegram webhook and slash commands automatically.

Note: Currently, one Telegram account can be configured per i-net HelpDesk installation.

Commands for customers

Customers can write to the bot normally to create a ticket or continue an ongoing conversation. Telegram users usually need to start the bot once before Telegram delivers messages to i-net HelpDesk. If a customer cannot reach the bot after a bot or webhook change, ask them to send /start again. /start does not create a support ticket by itself.

These commands are also available:

  • /finish – Closes the current support ticket
  • /support – Requests human support for the current ticket. This is mainly useful when Messenger AI answers first or when an AI conversation should be handed over to support staff

Troubleshooting

  • No messages in i-net HelpDesk: Check the external server URL and whether the bot token is still valid.
  • Bot not responding: Ask the customer to open the bot chat and send /start again. Also ensure the account is Enabled and use Validate again.
  • Replies are not delivered: Check the bot token and whether the bot still exists in BotFather.