How to automate the registration of appeals from Telegram?

Question

Helpdesk

In our work, we provide active customer support via Telegram (this is a given, we cannot change it). The chat is a continuous stream of messages, sometimes mixed. Any important topics that require the participation of developers are manually turned into tickets. The rest is consultations, of which there are a lot and they come very intensively, it is very expensive to transfer them manually and they are constantly being pushed through. I want something like an asterisk in Slack, at least, as a maximum, integration by clicking on a message. There is an idea to start a separate channel, where you can simply forward all such messages, and then pick them up from it (although this is also not a very convenient operation). Are there any ready-made solutions or techniques how to make such work convenient? Can anyone share knowledge?

Answer 1

It depends on what Helpdesk system you have. A normal system should have a REST API (or Webhooks) where telegrams can send requests. The algorithm of work is approximately the following:
If you do not need to set up additional interactive, the setup will take only a couple of hours. I set up integration with ITSM 365 - everything started without problems.

Answer 2

The finished solution is implemented in Service Desk on the pyrus platform.