Tickets in the chat-bot

#390

Tickets are available not only on the site, but also in the support chatbot (Telegram/Viber). The bot is a full-featured ticket channel: you see your tickets, read threads, reply and create new ones straight in the messenger, without opening a browser.

What the bot can do

  • List of your tickets — with a status filter (all / new / in progress / closed) and pagination of 10 per page.
  • Open a ticket by number — if you know the id, jump straight in, bypassing the list.
  • Comment thread — the latest messages of the ticket with pagination of 5, newest first.
  • Reply to a ticket — send a comment right from the messenger. Available while the ticket is not closed, not rejected and not merged.
  • Create a new ticket — subject + message in two steps, without switching to the site.
  • Recent notifications — the 10 latest events on your tickets, with a quick «Reply» right from the notification card.

What only the site can do

The bot does not display or accept files and attachments: a messenger window is too cramped for viewing images and PDFs, and it is too easy to attach the wrong file by accident. If the ticket has attachments, or you want to attach a file to your reply — open the ticket on the support page via the link from the bot.

Bot commands

  • «My tickets» — open the list of tickets filtered by status.
  • «Create a ticket» — step-by-step entry of subject and body.
  • «Notifications» — a feed of recent events on your tickets.
  • /cancel — cancel the current input (if you changed your mind about creating a ticket or writing a comment).

How to connect

Connecting the Telegram/Viber bot is a standard procedure described in «Sign up and sign in». After connecting, open the gear ⚙ on the support page, tick «Telegram» or «Viber» in the «Delivery channels» block and save — push notifications will start arriving in the messenger.

If you want to see tickets only in the bot — disable the «email» channel in the gear ⚙ and keep only «telegram» (or «viber»). The «in-system» (web) channel is convenient to keep on — it is the bell feed on the site.

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