🔗 How to set up Telegram integration with Zendesk?

To set up Telegram integration with your Zendesk follow these steps:

1. Install Telegramer from the Zendesk Marketplace.

To find out more about tariff plans, follow: How much is Telegramer?

2. Go to the application settings: visit Admin Center >> Apps and Integrations >> Channel app >> Telegramer  >>

>> Switch to the «Accounts» tab and press «Add account»:

General tab

Fill in all required fields and click «Save».

• Account name. Use meaningful names for account names. They can be used later to customize reporting and various rules
• Bot token. If you have already created a bot for Telegram, BotFather has given you a token. Enter it into the field. If the bot has not been created, use @BotFather or read the article How to create Telegram-bot by @BotFather first

We have provided several additional options for configuring our application. Perhaps they will be useful to you. Switch to the Advanced tab of the account settings.

Advanced tab

• Tags

Use tags for each account to configure the routing of incoming requests:

• E-mail

If you leave your e-mail address, the system will notify you in case of problems with the integration, server maitenance/downtimes:

• Subject

Set the subject length and format. By default, the first client message is used as the subject of the request. If you apply these settings, then the topic will be added with a prefix [T] and the subject text is trimmed to the value specified as the «Ticket subject length».

• Group chat settings

Disable "Process only @bot mentions and replies" if you want to receive all group messages from your bot as tickets to Zendesk.

Enable "Process only @bot mentions and replies" if you want to receive tickets only for mentioning your bot

Find more information on how to receive messages from group chats here: Bot mentions and replies to bot comments don't create tickets.

• Message ID

By enabling this feature you will be able to reply to a specific message in Telegram. Use message id that you want to reply to at the beginning of your message. More information How to pull Telegram Channel Comments to Zendesk?

• Pull standalone comments in Discussion chat

If enabled, ticket will be created for Channel Discussion Chat messages unrelated to a channel post.
If disabled, a Zendesk ticket will be created if:

- the user commented on a post; 
- the user replied to a bot message;
- the user replied to owner's message;
- the user replied to another user's message;
- the user replied to his own message

• Request contact

This option will request your users to submit the phone number associated with the Telegram account: 

• Collect more info

You can request a Telegram user for additional information before a chat with an agent and it can be pulled to Zendesk ticket fields like user name, to user details section or to ticket subject prefix:

• Hide username, name and avatar

This feature helps to hide your Telegram users' username, name and avatar. Note: you have to delete a user from Zendesk first, so that no user data is transmitted to our app.

Don't forget to save the changes at the end!

Groups tab

Once receiving new messages from Telegram groups, the list of groups to which the bot is added will be refilled. If you no longer want receive messages from a specific group, you can simply leave it. For more information read: How to check what groups your bot is connect to?

Subscription tab

In the Subscription tab you'll find the details of your current subscription: connected accounts, limits, number of used messages, your current plan with price. You can change your current plan via the Billing Portal: 

Messages tab

If you don't want to receive those messages from Telegram Discussion Chats that aren't linked to a post, then 'Comments in Discussion Chat' should be disabled. Don't forget to save the settings after the changes: