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.

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.

1. Open Configuration → Communication → Messenger Channels.
2. Click Add Messenger... and choose Telegram.
3. Enter the following values:

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.

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

• 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.