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We integrated a Telegram bot into the Zammad helpdesk system. Employees manage requests right from the messenger, with role separation and automatic assignment of handlers.
The support team worked in Zammad, but to respond promptly to tickets, staff had to keep the web interface open all the time. Out in the field or on the go this is inconvenient, tickets hung unanswered until the agent got to a computer.
We developed a Telegram bot fully integrated with Zammad. Employees receive notifications about new tickets, change statuses, leave comments and close tickets — all right in the messenger. We implemented role separation: each person sees only their own tickets according to their permissions in the system. We set up automatic assignment of agents by request category, so that tickets don't pile up in the queue without an owner.
Client
Pushkin Institute
Date
September 2025
Category
Process automationTechnologies
