Make Telegram escalations trackable
When a customer needs help beyond the chat, Notis can create a Gleap ticket to keep the next step visible.
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
Create a new ticket
Tool to create a new ticket. Use when you have ticket details ready to open a support ticket.
Why this helps
Urgent customer concerns can be acknowledged in chat but still lack an owner or tracked follow-up.
- Create a visible follow-up record for qualifying concerns.
- Reduce the chance that a chat acknowledgment becomes the only response.
- Keep escalation details accessible to the support team.
Setup
Build it in a few focused steps.
- 1Connect Telegram and Gleap to Notis once through the portal.
- 2Create an automation from the portal or ask Notis to log Telegram customer escalations in Gleap.
- 3Write a single plain-language instruction defining an escalation and asking Notis to open a ticket with relevant context.
- 4Pick New Message Received and select where Notis should report automation runs.
- 5Try one real escalation message and confirm a ticket appears in Gleap.
Questions about this workflow
What counts as an escalation?
Describe the customer situations that require follow-up in your plain-language automation prompt.
Does this send a reply to the customer?
No. This workflow creates a Gleap ticket for the team to handle.
When this happens · Trigger
Do this · Action
Supported Triggers and Actions
Notis builds workflows that link Telegram to Gleap. A trigger fires from one place; an action lands in another.
Telegram triggers
Gleap actions
Recurring trigger
Notis starts this workflow on a schedule, such as daily, weekly, or during business hours.
Archive a Ticket
Tool to archive a ticket. Use after confirming the ticket ID and that the ticket is resolved. Call when moving tickets to history.
Webhook trigger
Notis starts this workflow when an external tool or custom backend sends an HTTP request.
Create a Collection
Tool to create a help center collection. Use when adding a new organizational grouping in your Help Center.
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.
Create a new chat message
Tool to create a new chat message. Use when sending a message in an active chat session.
New Channel Post
Triggered when a new post is published to a channel where your bot is an administrator.
Create a new team
Tool to create a new team. Use when you have team details ready and want to assign tickets among members.
Callback Query Received
Triggered when a user taps an inline keyboard button attached to one of your bot's messages.
Create a new ticket
Tool to create a new ticket. Use when you have ticket details ready to open a support ticket.
Message Edited
Triggered when a message in a chat your bot can see is edited by its sender.
Delete a User from a Project
Tool to remove a user from a project. Use when you need to revoke a user's access by their ID.
New Chat Member
Triggered when a new member joins a group or supergroup the bot belongs to, including when the bot itself is added.
Get a Checklist
Tool to retrieve a specific engagement checklist by its ID. Use after obtaining a valid checklistId.
Get a Collection
Tool to retrieve a help center collection by ID. Use when you need to fetch specific collection details by its ID.
Connect any two apps with Notis in the middle.
Telegram and Gleap, or any other combination from 1,000+ integrations.
When this happens · Trigger
Do this · Action
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