Track customer escalations from Telegram
Give customer escalations a support record that is easier to revisit after the channel conversation moves on.
Trigger
New Channel Post
Triggered when a new post is published to a channel where your bot is an administrator.
Action
Create Ticket
Creates a new ticket in freshdesk.
Why this helps
A time-sensitive escalation shared in a channel can disappear from attention as other updates arrive.
- Create a durable record for channel escalations.
- Make customer follow-up easier to review.
- Help reduce reliance on someone remembering a fast-moving post.
Setup
Build it in a few focused steps.
- 1Connect Telegram and Freshdesk to Notis once in the portal.
- 2Create an automation in the portal or ask Notis in plain language.
- 3In one instruction, ask Notis to create a Freshdesk ticket when a channel post identifies a customer escalation needing follow-up.
- 4Choose Telegram's New Channel Post trigger and a reporting channel.
- 5Test with one real, appropriate escalation post and check the resulting ticket.
Questions about this workflow
Can the workflow distinguish escalation posts from routine updates?
Describe in the prompt what counts as a customer escalation that needs follow-up.
What Telegram access is required?
The bot needs to be an administrator in the channel to receive its posts.
When this happens · Trigger
Do this · Action
Supported Triggers and Actions
Notis builds workflows that link Telegram to Freshdesk. A trigger fires from one place; an action lands in another.
Telegram triggers
Freshdesk actions
Recurring trigger
Notis starts this workflow on a schedule, such as daily, weekly, or during business hours.
Create Ticket
Creates a new ticket in freshdesk.
Webhook trigger
Notis starts this workflow when an external tool or custom backend sends an HTTP request.
Delete Ticket
Deletes an existing ticket in freshdesk.
New Message Received
Triggered when your bot receives a new message in a private chat, group, or supergroup. To receive every message in a group, Privacy Mode must be disabled for the bot in BotFather.
Get Tickets
Retrieves a list of tickets from freshdesk.
New Channel Post
Triggered when a new post is published to a channel where your bot is an administrator.
List All Tickets
Lists all tickets in freshdesk.
Callback Query Received
Triggered when a user taps an inline keyboard button attached to one of your bot's messages.
Reply to Ticket
Replies to an existing ticket in freshdesk.
Message Edited
Triggered when a message in a chat your bot can see is edited by its sender.
Update Ticket
Updates an existing ticket in freshdesk.
New Chat Member
Triggered when a new member joins a group or supergroup the bot belongs to, including when the bot itself is added.
View Ticket
Views an existing ticket in freshdesk.
Connect any two apps with Notis in the middle.
Telegram and Freshdesk, or any other combination from 1,000+ integrations.
When this happens · Trigger
Do this · Action
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