User Guide to UVDesk Telegram Integration

The UVDesk Telegram Integration helps the team support connected with customers in Telegram by changing their messages into tickets on UVDesk.

This saves time, reducing delays, and maintaining all telegram queries from various bots arranged in one place.

You can also check our SLA Open Source UVDesk application, which allows the admin to determine the rules and conditions for timely ticket responses.

• Connect and manage several telegram bots from a single UVDesk panel.
• Automatically converted the telegram message that entered into a support ticket.
• Set the ticket efficiently to the most appropriate agent or team.
• Focusing and managing all customer conversations from one integrated workspace.
• Enjoy the process of direct settings using safe BOT authentication.

This package depends on the free UVDESK/Ecommerce Package so make sure you have installed the package before continuing with the installation.

Download the package into apps/uvdeskput it on apps/uvdesk/telegram Relative to your project root to add it to your helpdesk.

After you copy the package to the specified directory, run the following command from the root of your project:

 php bin/console uvdesk_extensions:configure-extensions

 php bin/console assets:install

 php bin/console doctrine:migrations:diff

 php bin/console doctrine:migrations:migrate

This command will automatically search and configure available packages found in the application directory. After your package is successfully configured, they are ready to use.

To make a token bot, search BotFather in the telegram and follow the instructions.

Displayed in the image below for reference.

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

After that, you must choose the name bot – In the image below, the name bot is testbot.

Then you need to select the BOT username – In the image below, the BOT user name is Teligaramtest_bot.

Now add the BOT token to the Telegram Application Configuration on your Helpdesk under the application section.

After accessing the token from Botfather, it can be used here in the telegram configuration.

You need to add a telegram bot token in the text box shown in the image below.

The picture below shows direct chat interaction to make a support ticket.

Bot guides the user step by step to provide their problems, subjects, and description of the problem.

This shows the initial workflow of the Helpdesk Open-Source UVDesk ticket system.

Make a new ticket

Customers follow the steps on the screen: select “Create a new ticket,” then enter the email, subject, and explain the problem.

In the picture above, you can see the subject of the ticket, and in the picture below, further conversation to make a ticket.

The ticket was successfully made

When customers share problems with agents, tickets are made automatically.
Customers then get a message with ticket IDs, subjects, and links to see it.

UV Desk-Agent Ends

After the ticket is made by the customer, the agent can see it on UVDesk as shown in the image below.

Tickets with ID #13 appeared on UVDesk. Agents can open it, see customer requests, and reply directly from there, as shown in the picture below.

Telegram – Existing Ticket Reply

After the ticket is made, if the customer wants to reply, they can respond to the existing tickets shown in the picture below.

Ticket reply

To reply to existing tickets, customers must choose the second option and enter the ticket ID. Only then the customer can reply to existing tickets, as shown in the side images.

Reply to existing tickets- UVDESK

Agents can see customer rewards on existing tickets, as shown in the picture below.

Support

So, that’s a lot about the integration of UVDesk’s telegram.

If you have more questions, don’t hesitate to reach us on [email protected] Or make a ticket.

Rani Kumari
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Product business analyst on webkul, which specializes in e-niaga with Magento, WooCommerce, and CS-Cart. Experts in the discovery, collection of requirements, and design solutions to provide digital experiences driven by growth.