Telegram bot for helpdesk system¶
Receive requests to your helpdesk service through Telegram in a super convenient way. Supplement your corporate system with a Telegram channel for personal requests on the Hotline CRM platform!
- Process non-standard requests in Telegram with convenient sharing of screenshots, files, voice messages
- Integrate with corporate accounting systems and knowledge bases
- Maintain accurate tickets according to regulations with clear analytics
Use the free version of the system for testing right now!¶
Start now with Hotline Free CRM
Hotline CRM capabilities¶
Hotline CRM wonderfully complements corporate helpdesk systems, becoming a convenient channel for personal non-standard requests.
Automated knowledge bases handle standard questions well, but when a user needs live help — Telegram becomes the ideal channel. Here you can quickly send a screenshot of the issue, record a voice message with details, send configuration files or logs — any message format convenient for the user.
After connecting the bot, you can receive messages from users and respond to them using the convenient native Telegram topic groups interface, supporting all message formats. Working through the Telegram app is very convenient from mobile devices. Learn more about how Hotline works.
Well-organized helpdesk teams can work according to regulations, carefully manage tickets in the topic group, receive detailed analytics, and integrate Hotline with corporate accounting systems. After resolving a non-standard request, the response can be automatically added to the general knowledge base through external integrations.
Hotline can be especially convenient for users to connect with management or developers who rarely work with user requests and therefore struggle with complex interfaces of industrial user support systems.
Advantages of Hotline CRM¶
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Unlimited managers, operators and dialogs (1)
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The system has no limits on team size. The number of employees doesn't affect cost at all. Everyone added to the backend group can work with dialogs with assigned roles.
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All Telegram media: photos, videos, files, voice messages, video messages (1)
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Full support for all types of content that can be sent and received in Telegram, including media grouping.
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Contact segmentation and filtering (1)
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Create dynamic segments based on contact properties, tags and interaction history for targeted communications.
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Native Telegram features: search, pins, notifications, scheduled messages, etc. (1)
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Inherits many Telegram features available in forum groups, making work familiar and convenient.
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Quick replies and message templates (1)
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Create and use templates for frequently used responses to speed up operator work and standardize communication.
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High reliability and message delivery guarantees (1)
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Messages are queued and guaranteed delivery even during temporary connection issues or Telegram API problems.
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Privacy protection and data hiding features (1)
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Built-in tools for hiding sensitive information, controlling access to customer data and restricting information leaks.
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Connects to your bots and personal accounts (1)
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Bots and accounts in Telegram have their own advantages and disadvantages. Hotline allows you to work with both types and even combine them within a single project.
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Broadcast messages and mass mailings (1)
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Send messages to multiple contacts or segments simultaneously using the broadcast module.
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Parallel connections and load distribution (1)
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Connect multiple bots or accounts simultaneously to distribute load and increase system stability.
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Quick self-service setup via bot in 5 minutes (1)
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Connection takes no more than 5 minutes through our setup bot. All connection settings are configured directly in the bot.
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Flexible configuration and customization (1)
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Over 20 connection parameters allow you to fine-tune system behavior for your specific needs.
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Perfect even for small teams or solo work (1)
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The system isn't a huge, cumbersome machine and works great even when you're working on a project alone.
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API and webhooks for integrations (1)
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Connect external systems via webhooks and API to automate workflows and integrate with your existing tools.
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Analytics and reporting (1)
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Track key metrics, response times, operator performance and customer satisfaction levels.
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Data export and backup (1)
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Export dialog history, contact data and analytics in various formats for backup or integration with other systems.
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Video overview¶
Implementation order¶
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Connecting a bot or account¶
To create a communication channel with your helpdesk team, you can connect either a bot or a personal account — each option has its own advantages. Enter the setup bot @hotlinetg_bot and follow the instructions. The process takes 2-3 minutes.
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Setting connection parameters¶
Set up a welcome message explaining the request processing procedure and important links. Set auto-close parameters for tickets according to your regulations. All parameters are configured through the setup bot.
If needed, you can order a setup consultation for help configuring the system for your tasks.
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Inviting helpdesk team¶
Add helpdesk specialists to the backend group. Set roles and access rights according to organizational structure. The system supports teams of any size.
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Training operators and setting procedures¶
Introduce your team to the system interface and basic commands. Develop ticket handling procedures: tagging rules, response time, escalations. Document processes and place them here in the topic group next to the team discussions topic.
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Setting up integrations¶
Set up integrations via Webhooks with corporate accounting systems, knowledge bases, and other tools. Add custom commands for convenient sending and receiving additional data through the Hotline backend group.
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Launch and analytics¶
Start processing requests through the Telegram channel. Use built-in analytics to control KPIs, data export for reporting, tags for ticket classification.
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Paid subscription¶
After mastering and testing the system for corporate use with expanded limits and premium features, switch to Hotline Premium paid plan.
Connection parameters¶
Connection parameters define the behavior of the helpdesk system. Configured through @hotlinetg_bot after selecting the connection.
Main parameters for helpdesk systems¶
Setting greeting for new users:
WELCOME
Welcome message that user receives on first contact and when their request was closed (switched to /close status). Can be completely disabled on paid version. Free version requires Hotline link in welcome message.
Default value: standard welcome message in English.
Setting auto-close timeout for topics:
AUTOCLOSE
Dialog auto-close period after last operator response, specified in hours.
If topic with user was closed, they'll receive welcome message from WELCOME parameter on next contact. Free version has maximum auto-close period of 48 hours.
Default value: 48 hours.
Activating automatic user information display:
AUTO_INFO
Whether to automatically show available user information when topic is created.
Default value: don't show.
Setting operator permissions for using broadcast, tag, and export modules:
EXTENSIONS_ALLOWED
List of USER_ID users allowed to use important Hotline module functions (broadcast configuration and launch, tag configuration, client base export, etc.).
Default value: available only to connection administrator.
Setting Webhooks for integrations with external systems:
WEBHOOKS
One or more addresses for sending webhooks on system events or custom commands in JSON format.
Default value: NONE (webhooks are not sent).
Key modules for helpdesk¶
In addition to basic commands Hotline provides modules that are critical for helpdesk teams:
Quick replies with /say command
Quick creation and sending of prepared messages in topics. Supports text, media, albums and message forwarding.
User broadcasts with /send command
Mass broadcasts to all or selected clients with scheduling capability.
Tags and sales funnels with /mark command
Assign visible tags to topics for segmentation, organizing sales funnels and automations.
Client base export with /export command
Export client data to CSV file for backup or analysis.
Team analytics
Detailed operator performance statistics, customer request analysis and reports for various time periods.
Frequently asked questions¶
How to quickly launch a helpdesk bot in Telegram?
Connect the bot to Hotline, set categories of requests and assign responsibility. This already gives a working basic process.
Who is this case suitable for?
IT teams, service departments and small support teams who need a convenient application channel in Telegram.
What is important not to miss at the beginning?
It is necessary to immediately determine priorities, response times and escalation rules so that urgent requests are not lost.
Can this be linked to Jira/CRM?
Yes, through integrations you can synchronize statuses, comments and application cards.
Can I test it for free first?
Yes, the free version of Hotline: connection bot is suitable for testing.
What KPIs to look for in the helpdesk script?
Response time, resolution time and share of applications closed on time.
Related cases¶
Useful extensions for helpdesk systems may include functionality from the following use cases: