Get ticket context for a customer call
Pull the relevant ticket details into view before a customer conversation begins.
Trigger
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.
Action
View Ticket
Views an existing ticket in freshdesk.
Why this helps
Preparing for a call can be rushed when the ticket context is scattered across tools and recent chats.
- Retrieve an identified ticket's details before a conversation.
- Reduce last-minute navigation between support tools.
- Make it easier to resume the issue with context in hand.
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.
- 3Ask Notis to view the Freshdesk ticket named in a Telegram call-preparation request.
- 4Choose Telegram's New Message Received trigger and a reporting channel.
- 5Test with a real preparation request that identifies an existing ticket.
Questions about this workflow
Does this prepare a full call brief?
It retrieves a ticket's details; the prompt can ask for the ticket view in response to a preparation request.
What should the Telegram request include?
Include the Freshdesk ticket number or another unambiguous reference.
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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