Connect a Telegram bot

The Telegram channel is your bot that customers message. Every conversation becomes a ticket in Chats; operator replies go back to the same bot dialog.

Step 1. Create the bot in BotFather

1. Open the official @BotFather in Telegram.
2. Send /newbot, choose a display name (customers see it) and a username (must end in bot, e.g. acme_support_bot).
3. BotFather sends a token like 1234567890:AA... — copy it.

The token grants full control of the bot — don't publish it or paste it into chats. If it leaks, revoke it in BotFather (/revoke) and reconnect the channel with the new one.

Step 2. Connect the bot to TicketON

1. In the project open Channels → Add channel → Telegram.
2. Paste the token and save.

Done: message your bot — the first ticket appears in Chats.

Step 3. Tune the bot's behaviour

The channel settings page (gear on the channel card) has these sections:

• Connection — token and bot status.
• Business hours — when operators are around; outside them the bot honestly warns the customer about the wait.
• Ratings — ask the customer to rate the conversation after closing (buttons right in the bot).
• “Information” menu — an optional button with your text: address, delivery terms, links.
• Topics — the customer picks a topic before the conversation starts, tickets arrive pre-classified.
• Bot texts — every service phrase (greeting, “operator joined”, the closing question) can be rewritten in your voice.

Good to know

• Closing without notifying. A normal close sends the customer a bot message (and a rating request if enabled). For spam there's “Close silently” in the ticket menu — the customer receives nothing. A note for operators stays in the thread.
• One bot connects to one project. For a second brand create another bot and channel.
• Customers find the bot by username, a t.me/… link or a QR code — put the link on your site and in email signatures.