Boasting over 700 million monthly active users, Telegram is one of the world’s most popular chat apps. With customers expecting seamless support wherever they are, providing support on Telegram can help you increase customer satisfaction and boost sales. 

There are various ways to provide customer support on Telegram, the most popular ways being creating a Telegram Bot, using a public (or a private) Telegram Group or using a personal Telegram Account. At scale, utilizing a ticket bot is the most suitable method for efficient customer support as it can be integrated into a support system. In this post, we'll explore the intricacies of using a ticket bot, guiding you toward effective customer service on Telegram.

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What is a Telegram Ticket bot?

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A Telegram Ticket bot is a specialized chatbot designed to handle customer inquiries, complaints, and support requests within Telegram. This type of bot is typically integrated into a company's customer support system to provide assistance to users.

Using a ticket bot for customer support can improve response times, handle a large volume of inquiries, and enhance overall customer satisfaction by providing quick and efficient support within Telegram. 

Here are some common features and capabilities of a Telegram Ticket bot for customer support:

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• Ticket Creation: Users can create support tickets by interacting with the bot. These tickets contain information about the user's issue or question.
• Automated Responses: The bot can provide automated responses to common queries, providing users with instant answers to frequently asked questions. These automated responses can be either rule-based or using AI and LLMs.
• Escalation: If the bot is unable to resolve an issue, it can escalate the ticket to a human customer support agent for further assistance.
• Integration: These bots can often be integrated with other customer support tools and systems, allowing seamless communication between the bot and human support agents, and allowing support staff to keep track of open issues. 
• Feedback Collection: After an issue is resolved, the bot can prompt users to provide feedback on the support experience, helping companies improve their customer service.

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How to create a Telegram Bot?

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To create a new bot, search for the /BotFather bot within Telegram and start a chat. Follow the instructions in the chat to create a new bot. You'll be asked to provide a name and a username for your bot. Once your bot is created, BotFather will provide you with a unique API token. Keep this token secure; it’s like a password and allows you to connect with your bot.

Next, you’ll need to write your code, here’s a beginner’s guide on programming a Telegram Bot. To interact with the Telegram API, you need programming knowledge. You can use languages like Python, JavaScript, or Node.js; there are Telegram bot libraries available for most popular programming languages that simplify the process of working with the Telegram API. Write your code to handle messages, commands, or any other interactions you want your bot to have Lastly, you will need to deploy your bot and for this you will need a server to host your bot. Use the Telegram API and the bot token to establish a connection.

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No-Code Telegram Support Bot

If you’re not a software developer, there are third-party platforms, such as Mava that allow you to link the bot you’ve created in BotFather to their platform and use it to perform predefined tasks, in this case enabling users to create support tickets.

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Typically, you’d be asked to copy and paste the API token you’ve generated via BotFather, and from there on you can customize your settings in the platform you’ve chosen.

In the case of a customer support bot, you can usually customize settings such as welcome message, send users FAQs and let users select what type of query they have in order for your team to better manage the support requests coming in. You won’t need any coding knowledge, as these customizations can be managed through user-friendly interfaces.

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How do users and support agents interact with a Telegram Bot?

Users interact with a Telegram Ticket Bot by opening a chat with the bot. An example of such a ticket bot can be found here. To begin, users are required to press /start. Depending on the specific support platform utilized, they will usually receive a welcome message. Next, users might be prompted to tap a button indicating the nature of their query before submitting their question. Some ticket bots like Mava’s Telegram Bot also make use of AI in order to answer common questions automatically.

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After users have submitted their questions, the ticket will appear in the connected support platform. Support agents can then handle the query just like they would with any other inquiries from different support channels. Once the support agent responds, the reply will be sent directly to the user's Telegram account.

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Conclusion

Implementing a Telegram Ticket Bot can elevate your customer support, ensuring quick, efficient responses on the user’s preferred platform. 

While a custom coded solution provides full flexibility, most no-code platforms also allow for plenty of customizations with set-up taking as little as 10 minutes. Integrating a ticket bot into your support system leads to improved user experience while maintaining a consistent experience for your support agents, making Telegram a powerful tool for customer service.