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Telegram-Supported Group Intelligent Ticketing System

This workflow implements an intelligent ticketing system through Telegram, automatically forwarding user messages to a support group and creating separate topics for each user to facilitate categorized management. It utilizes Redis to store user data, ensuring quick access. The system supports team collaboration, allowing members to respond to users collectively in the group, enabling two-way communication. Additionally, it features a bulk messaging function for channel messages, accurately reaching users and enhancing brand communication effectiveness, making it suitable for customer service teams in industries such as e-commerce and SaaS.

Workflow Diagram
Telegram-Supported Group Intelligent Ticketing System Workflow diagram

Workflow Name

Telegram-Supported Group Intelligent Ticketing System

Key Features and Highlights

  • Automatically forwards user messages sent via Telegram to designated support groups, creating individual “topics (tickets)” for each user to enable categorized message management.
  • Utilizes Redis high-speed in-memory database to store user data and topic IDs, ensuring fast and stable data access.
  • Supports automatic ticket topic reconstruction to prevent communication interruptions caused by accidental topic deletions.
  • Enables multi-member collaboration within the support team; all team members can reply uniformly in the group, with responses automatically forwarded back to users.
  • Broadcast functionality allows bulk pushing of channel messages to all historical users, combined with a ban mechanism to filter and block users.
  • Built on the n8n no-code workflow platform for flexible configuration and easy scalability; future versions will support features like message edit synchronization.

Core Problems Addressed

  • Resolves the issue of lost chat history due to users deleting messages in Telegram’s one-on-one chats, ensuring complete customer service communication records.
  • Breaks the limitation of single-account handling by transforming support groups into multi-agent collaborative ticketing systems, improving team response efficiency.
  • Effectively optimizes chaotic message management by introducing classification and archiving.
  • Enables precise delivery of channel messages to users, enhancing brand broadcasting effectiveness.

Application Scenarios

  • Customer service teams using Telegram as the primary communication channel require efficient management of large volumes of user inquiries and tickets.
  • Support teams in e-commerce, SaaS, education, and other industries seeking multi-end collaboration among team members to avoid information loss.
  • Brand operators conducting content broadcasts via Telegram channels, combined with user management for targeted message delivery.
  • Organizations needing a quick-to-deploy, easy-to-maintain Telegram customer service bot and message forwarding system without complex programming.

Main Process Steps

  1. Receive user messages through the Telegram Bot and identify chat types (private chat, supergroup, channel).
  2. Query the Redis database to determine whether the user already has an existing ticket topic.
  3. If no topic exists, automatically create a new topic in the support group and save the topic ID.
  4. Forward user messages to the corresponding ticket topic to achieve message archiving.
  5. Support team replies within the group; messages are automatically forwarded back to the user, enabling two-way communication.
  6. Monitor channel messages and broadcast them in bulk to all non-banned users.
  7. Periodically update user data and manage ban statuses to ensure broadcast message quality.

Involved Systems and Services

  • Telegram API: Used for message reception, forwarding, topic creation, and message broadcasting.
  • Redis Database: High-speed storage of user information and ticket topic IDs, supporting rapid querying and updates.
  • n8n Automation Platform: Builds the entire automated workflow with no coding required, enabling process automation.

Target Users and Value Proposition

  • Telegram customer service teams: Improve response efficiency and standardize message management.
  • Small and medium enterprises and startups: Quickly build customer support systems at low cost, reducing development investment.
  • Brand operators: Achieve precise user targeting through channel broadcasts, enhancing user engagement.
  • Automation enthusiasts and no-code platform users: Explore automated solutions combining Telegram and Redis.

This workflow centers on Telegram, integrating Redis and n8n automation to create an efficient, stable, and scalable customer support and message management system, empowering enterprises to achieve professional customer service collaboration and precise user operations.