Telegram Customer Support Ticket Automation and Task Synchronization Workflow
This workflow automatically identifies customer refund or complaint requests through Telegram and creates corresponding tickets in Freshdesk. Customers receive a confirmation reply to ensure their requests have been acknowledged. At the same time, ticket information is synchronized in real-time to Monday.com, facilitating team tracking and collaboration. This process significantly enhances customer service efficiency, improves customer satisfaction, and ensures smooth information transparency and task allocation across departments. It is suitable for e-commerce and service industries, improving the response speed and quality of customer support.
Workflow Name
Telegram Customer Support Ticket Automation and Task Synchronization Workflow
Key Features and Highlights
This workflow automatically identifies customer request types (refund or complaint) from Telegram messages and creates corresponding tickets in Freshdesk. It simultaneously sends automated replies via Telegram to confirm receipt of the customer’s request. Finally, the ticket subject is synchronized and updated in the Monday.com project management board, enabling the team to efficiently track and collaborate on tasks.
Core Problems Addressed
- Automates the processing of refund and complaint requests sent via Telegram, reducing manual ticket screening workload;
- Provides rapid responses to customers, enhancing customer satisfaction and trust;
- Synchronizes customer request data in real-time with project management tools, ensuring cross-departmental transparency and task execution.
Application Scenarios
- Customer support teams that communicate with customers through Telegram and want to automatically convert customer requests into support tickets;
- Enterprises needing to synchronize ticket information to Monday.com for task assignment and progress tracking;
- Suitable for e-commerce, service industries, and other businesses relying on fast refund and complaint handling.
Main Process Steps
- Monitor Telegram messages to trigger the workflow;
- Determine if the message contains the keyword “refund”;
- If “refund” is detected, create a refund ticket in Freshdesk and automatically reply to the customer with confirmation;
- If not, treat the message as a complaint, create a complaint ticket in Freshdesk, and send the appropriate response;
- Add the corresponding entry to different groups in Monday.com (Refund Requests group or Complaint Topics group) based on the Freshdesk ticket subject;
- Complete automatic recording of the customer request and task synchronization.
Involved Systems or Services
- Telegram (message triggering and automated replies)
- Freshdesk (customer support ticket management)
- Monday.com (project and task management)
Target Users and Value
- Customer support managers and teams, improving ticket processing efficiency and response speed;
- Operations and project management personnel, ensuring smooth conversion of customer requests into internal tasks and tracking execution;
- Enterprises aiming to integrate multi-platform customer communication and ticket management workflows through automation, reducing repetitive work and enhancing service quality.