Telegram ticket card
The project's bot posts a card for every new ticket in the team's Telegram group and keeps it updated while the ticket is alive.
Cards cover tickets from every channel — the widget, email, VK, WhatsApp, BILLmanager and Telegram itself. There is one message per ticket in the group: the bot edits it instead of posting new ones.
Turning it on
- Connect a Telegram bot in “Settings → Channels” and fill in Group ID on the channel — the ID of the group or channel the bot is in.
- Cards are sent unless the Forward to group toggle is switched off in the bot builder (“Settings → Channels → Telegram bot”, Settings step).
Card contents
- Header: a new ticket shows its place in the queue and how many tickets are in progress; others show the ticket number.
- Subject, the customer and their contact, department, the pre-chat topic and form answers (if any), the source channel, creation time.
- While nobody has taken the ticket — how long it has been waiting. After 15 minutes the line gets an alarm mark (the threshold is adjustable).
- Who took the ticket and when, how long it is snoozed for, when it was resolved and how long that took, the customer's star rating.
- A status line at the bottom and the 💬 open-chat button, which opens the ticket in SupportHub and switches to the right project.
Times on the card are shown in the project's time zone (Work Hours → Timezone), marked with the zone: MSK for Moscow, otherwise the UTC offset, e.g. UTC+2.
When the card changes
On pickup and assignment, an operator reply, status changes, closing and reopening, snoozing and waking, and the customer's rating. The queue waiting time refreshes every minute. Four hours after a ticket is closed or resolved its card is deleted from the group; cards of snoozed tickets stay.
Telegram lets a bot delete its message only within 48 hours of sending it, but lets it edit at any age. So a card nearing 48 hours is deleted before its 4 hours are up, and an older one is not deleted but shortened by an edit to a single line — “Ticket #1a2b3c4d closed”, no buttons, no details (the wording is editable in Settings → Texts). The card of a ticket reopened from BILLmanager or deleted is taken out of the group the same way.
Customizing
The Admin-chat Notifications step of the bot builder sets the text of each line with placeholders (such as {ticket_id}, {subject}, {operator}), the headers for new, taken and closed tickets, the status line, the long-wait alarm threshold and prefix (0 turns it off) and the button text. An empty field falls back to the default text.