Zammad Helpdesk — Telegram Integration

The Task

The support team used Zammad, but employees had to keep the web interface open at all times to respond to tickets quickly. This was inconvenient in the field or on the go, and tickets could remain unanswered until the assigned specialist reached a computer.

What We Did

We developed a Telegram bot fully integrated with Zammad. Employees receive notifications about new tickets, update statuses, leave comments, and close tickets directly from the messenger.

We implemented role-based access: each employee sees only the tickets available to them according to their system permissions.

We also configured automatic assignee routing by request category, so tickets do not pile up in the queue without a responsible specialist.