Telegram Notifications

Telegram notifications don't go to your private messages — they're posted to the project's shared operator group. The bot of the project's Telegram channel posts them, and an owner or admin connects the group. It's a handy way to keep an eye on the queue when you're away from your computer.

Ticket cards

• For every new ticket the bot posts a card in the group — one message per ticket.
• The card shows the ticket number and subject, the customer, when it was opened, its place and waiting time in the queue, who took it and when, the resolution time and the customer's rating.
• The card isn't duplicated but edited: when the status changes (taken, snoozed, closed, reopened), the message in the group is updated. For tickets waiting in the queue with no assignee, the waiting time refreshes once a minute.
• The open-chat button under the card opens the ticket in SupportHub, switching to the right project.

How the group is connected

• The project's bot is added to the group, and the group's ID is entered in the Telegram channel's “Group ID” field in Settings → Channels.
• Cards are turned off with the “Forward to group” toggle in the Telegram bot builder. The card and button texts are customised in the bot builder too.
• Besides cards, the same group can get a separate message about each event with an “Open the conversation” button — if “Also post to Telegram group” is on for the event in Settings → Notifications. It's off by default.