How Telegram Forum Topics work?

Prerequisites:

• Ensure the Telegram bot has full read and write permissions for the supergroup.
• Enable the "Create Topics" permission in your Telegram group settings so members can create new topics when needed:
  

How it works:

1. Telegram Forum Topics are enabled by default. To prevent automatic ticket creation from the General topic, disable "Create tickets from General topic messages" in the Telegram account Advanced settings:
   
    
2. Enable "Create topics from General topic" to automatically generate a new forum topic whenever the bot is mentioned (@botmention) in the General topic.

Additionally, you can configure the following options:

- Select a specific color for newly created topic icons;

- Include the %USER% placeholder in automatic responses to mention the user directly. For example:

Deleting messages:

You can delete messages directly from the Telegramer sidebar app in Zendesk. Once deleted from the app, these messages will no longer be visible in Telegram:

Proactive messaging:

You can send a proactive message to specific forum topics using the Telegramer top-bar app.

For detailed instructions on setting up and sending proactive messages, please refer to this guide: 📤 How to send a proactive message in Telegramer?