/ Telegram

Getting Started with Telegram Connect

Telegram connect for Zendesk allows you to seamlessly integrate Telegram®️ messages into your Zendesk workflow. In addition to Email and other traditional channels, you can now easily reach your customers on Telegram without leaving Zendesk.

More and more of your customers are spending time on Telegram and other Instant Messaging apps like Facebook Messenger, it’s time your company joined that conversation. With this App you will be able to do just that from the place where you already handle most of your support conversations … your Zendesk Dashboard

How does it work ?

Telegram connect converts your Telegram®️ conversations into tickets on Zendesk and lets you manage them just as you would normal tickets from other channels.

Your agents will be able to reply to customers from Zendesk straight into Telegram. Your Zendesk workflow will not change, you can apply Macros, Close tickets, Assign conversations to different agents and use any of Zendesks full feature set.

Let's Get started

In this article, I'll walk you through the setup process as it has a few gotchas. Here's what you'll need:

  1. A Telegram bot
  2. A Zendesk account

1. Installing the WeChat Connect App

This is the first step in the process. The app is available on the Zendesk marketplace.

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Once you have clicked the Buy button, you will be presented with a dialog prompting you to specify the Zendesk instance you will be installing to. Select and click Install.

2. Adding a Channel Integration

Once the app is installed, you need to add a Telegram channel as an integration. Navigate to Admin > Channel Integrations.

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You'll be able to see the Apps you have installed that work with Channel Integrations. Click on Telegram Connect then select the Accounts tab.

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Click on 'Add account'. A setup form is then displayed.

To complete this part of the setup, you will need your Telegram bot token. Each of the fields required has a specific purpose, which I'll explain below.

Account Name

This is a name to identify your Telegram channel. This helps to distinguish in case you have multiple Telegram bots.

Telegram Bot Token

This is an authentication token provided when you create a Telegram bot. If you do not have a bot, you can follow this easy guide on how to create one.

Once these fields have been set, click the activate button to complete the setup.

If all goes well, you will see your bot as an active account when the page reloads.

3. Testing your new integration

In order to test whether the setup was successful, you need to send a test message to your bot from your personal Telegram account. Once received, a new ticket will be created in Zendesk with the test message you sent.

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In order to reply you simply type your response to the ticket and you should receive that message in your personal Telegram account.

If you have any questions or need additional help, please reach out to us at hello@ongair.im.