User Guide For UVdesk Telegram Integration

Live Demo

UVdesk Telegram Integration helps support teams connect with customers on Telegram by turning their messages into tickets in UVdesk.

This saves time, reduces delays, and keeps all Telegram queries from different bots organized in one place.

You can also check our UVdesk Open Source SLA App, which allows admins to define rules and conditions for timely ticket responses.

Feature

Connect and manage multiple Telegram bots from a single UVdesk panel.
Automatically convert incoming Telegram messages into support tickets.
Efficiently assign tickets to the most appropriate agents or teams.
Centralize and manage all customer conversations from one unified workspace.
Enjoy a straightforward setup process using secure bot token authentication.

Installation

This package is dependent on the free uvdesk/ecommerce package so ensure you’ve installed that package before proceeding with installation.

Download the package into apps/uvdesk, placing it at apps/uvdesk/telegram relative to your project root to add it to your helpdesk.

Once you copied the package to the specified directory, run the following command from your project’s root:

 php bin/console uvdesk_extensions:configure-extensions

 php bin/console assets:install

 php bin/console doctrine:migrations:diff

 php bin/console doctrine:migrations:migrate

These commands will automatically search and configure any available packages found within the apps directory. Once your packages have been configured successfully, they are ready for use.

Get Bot Token Using BotFather on Telegram

To create a bot token, search for BotFather on Telegram and follow its instructions.

Shown in the image below for reference.

BotFather On Telegram

Start a chat with BotFather on Telegram by sending any message.

To create a new bot, you need to type newbot.

After that, you need to choose the name of the bot — in the image below, the name of the bot is testbot.

Then you need to choose the username of the bot — in the image below, the username of the bot is Teligaramtest_bot.

Now add the bot token into the Telegram app Configuration in your Helpdesk under the App section.

Configuration- Helpdesk

After accessing the token from the BotFather, it can be used here in the Telegram configuration.

You need to add the Telegram Bot Token in the text box shown in the below image.

Customer Side – Telegram – Create Ticket

Image below shows a live chat interaction for creating a support ticket.

The bot guides the user step-by-step to provide their email, subject, and issue description.

It demonstrates the initial workflow of UVdesk’s open-source helpdesk ticket system.

Create a new Ticket

Customers follow the on-screen steps: choose “create new ticket,” then enter their email, subject, and describe the issue.

In the above image, you can see the ticket subject, and in the image below, the further conversation for creating the ticket.

Ticket Created Successfully

When a customer shares an issue with the agent, a ticket is created automatically.
The customer then gets a message with the ticket ID, subject, and a link to view it.

UV Desk- Agents End

After a ticket is created by the customer, the agent can view it in UVdesk as shown in the image below.

The ticket with ID #13 appears in UVdesk. The agent can open it, view the customer’s query, and reply directly from there, as shown in the image below.

Telegram – Reply to Existing Ticket

After a ticket is created, if the customer wants to reply, they can respond to the existing ticket shown in the image below.

Existing Ticket reply

To reply to an existing ticket, the customer must select the second option and enter the ticket ID. Only then can the customer reply to the existing ticket, as shown in the side image.