Customer support
Bot tickets are linked to the customer record. Replies from the panel are sent to the customer through Telegram.
Where to find it: #/support — Customers.
Workflow
- Open the ticket.
- review the conversation and subscription status.
- reply.
- close when resolved.
If a reply is not delivered
Check the recipient and bot status. The customer must allow bot messages. Closed tickets retain their conversation; reopening does not create a second account. Team notifications do not forward the full conversation.
Verify the result
Closing a ticket preserves its history. If a reply is not delivered, check the bot and whether the customer blocked it.