--- title: Managing Tickets using Telegram description: "**[FluentSupport](https://fluentsupport.com/)** allows you to manage your tickets using Telegram. You can see your New Tickets Notification in your Telegram groups or a person's Inbox and can also reply from your Telegram inbox. This article will guide you through how to…" url: "https://fluentsupport.com/docs/managing-tickets-using-telegram/" updated: "2024-11-19" category: Ticket Management using Third Parties --- # Managing Tickets using Telegram **[FluentSupport](https://fluentsupport.com/)** allows you to manage your tickets using Telegram. You can see your New Tickets Notification in your Telegram groups or a person's Inbox and can also reply from your Telegram inbox. This article will guide you through how to connect your Fluent Support with Telegram to manage your tickets in Telegram. ## **Fluent Support Telegram Settings** To make your **Telegram Integration running**, you need to get the **Bot Token**and**Group Chat ID** from **Telegram**. To learn how to **Manage** your **Tickets** using **Telegram**, follow the guidelines accordingly – ### Get Bot Token Simply follow the steps to get the **Bot Token**from **Telegram**. First, send a text to [**@BotFather**](https://t.me/BotFather) or click the start button to start the bot in your Telegram application. ![Start button](https://fluentsupport.com/wp-content/uploads/2024/06/Start-button.webp) Then **create a Bot** by sending the **'/newbot'** command using the help message. ![Newbot command](https://fluentsupport.com/wp-content/uploads/2024/06/Newbot-command.webp) Provide a **relevant name** for your bot. Next, **choose a username for your bot**that **must end with the text 'bot'.** After finishing these steps, **@BotFather** will provide you with the **Bot Token** that you need to complete the next step. ![Get the Bot Token ID](https://fluentsupport.com/wp-content/uploads/2024/06/Get-the-Bot-Token-ID.webp) ### Get Group Chat ID Now you will need a **Group Chat ID**to send your notification. To do this, first, you need to **Create** a **Group** in **Telegram**. #### Creating A New Group On Telegram To create a new group in Telegram, follow the Screenshots & GIF below - First, click the **New Group** button from the left-side Editor. ![New Group option](https://fluentsupport.com/wp-content/uploads/2024/06/New-Group-option.webp) Now,givea **name** to your groupand**Add** the **Bot** that you **created in the previous**step**as a member** of the group. Press the **Create** button and your group will be created. ![Create new telegram group](https://raw.githubusercontent.com/ab-auth/fs-doc/refs/heads/main/Create%20New%20Group%20GIF%20to%20WebP%20Converter.webp) Now, give your bot “**Admin Acces**" i.e., simply **make the bot admin** of your group chat. **Follow the GIF** below, to learn how you can make your Bot Admin of your group. ![Give Admin Access to Your created Bot.gif](https://github.com/ab-auth/fs-doc/blob/main/(Telegram)%20Give%20Admin%20Access%20to%20Your%20created%20Bot.gif?raw=true) After giving your Bot the **"Admin Access"** you can see the preview from **View group info** by clicking the three-dot from the right-side corner ![Admin Preview](https://fluentsupport.com/wp-content/uploads/2024/06/Admin-Preview-1.webp) #### Get Group Chat ID Finally, to get the **Chat ID** of your group, add [**@GetIdsBot**](https://t.me/getidsbot) as a member of this same newly created group. To do this follow the Screenshots & GIF below step-by-step - ![Add GetIDs Bot as a Member ](https://github.com/ab-auth/fs-doc/blob/main/(Telegram)%20Add%20GetIDs%20Bot%20as%20a%20Member.gif?raw=true) After adding the GetIDs Bot as a member, it will send a message to the group with the **Group Chat ID**. Remember, the **Chat ID starts with a minus sign (-)**, and you would have to **copy the code exactly provided by the GetIDs bot**. ![Get the Group Chat ID code](https://fluentsupport.com/wp-content/uploads/2024/06/Get-the-Group-Chat-ID-code.webp) ## Configure Telegram in Fluent Support From your **Fluent Support Dashboard**, go to **Global Settings**, and click the **Notification Integrations** from the left sidebar. This will open the **Telegram** **Integration Settings**tab**.** Then, paste the**Bot Token** & **Group Chat ID** that you have copied before into the **Bot Token**& **Default Channel/Group Chat ID** field. Finally press the **Save Telegram Settings**. Remember, the **Chat ID starts** **with a minus sign (-)**, and you would **have to copy the code exactly provided** by the **GetIDs** **bot**. ![Configure Telegram Group with FluentSupport](https://fluentsupport.com/wp-content/uploads/2024/06/Configure-Telegram-Group-with-FluentSupport-1-scaled.webp) A brief explanation of other options mentioned above - - **Notification Events:** Using this option, choose for which instances you want to be notified through Telegram. The available notification events are - **Ticket Created**, **Ticket Closed**, **Replied by Customer**, and **Agent Assigned To Ticket**. - **Test Message**: You can also insert any text message to test whether you connected your telegram successfully or not. After you click the **Save Telegram Settings**ifthe settings are correct, you will see a message in your Telegram, and the settings will be saved. - **Enable Telegram Notifications:** Enable this option, to make sure you get the telegram notifications. - **Enable Reply From Telegram (Agent can directly reply from telegram):**You can also enable this option, so that your support agents can directly reply from Telegram. ## Reply Tickets From Telegram To reply to any tickets directly from Telegram, follow the steps with screenshots below - **Note:** If **you** or **your agents** want to**get notifications** in your/their **individual inbox**, **you**or**any agents** must **send** a **test** **message** (e.g., Hi) to the **Bot** that you have **created and added to the group**. This will enable the bot to forward telegram replies to the original tickets in the support portal.  First, you need to add your support agent's **Telegram Chat ID** to their profile. To get the Telegram **user chat ID**, send a message to [**@GetIdsBot**](https://t.me/getidsbot) and it will return the message with the ID. Copy the **Chat id**. ![Get Telegram Chat ID from GetIDs Bot](https://fluentsupport.com/wp-content/uploads/2024/06/Get-Telegram-Chat-ID-from-GetIDs.webp) Now, go to **Support Staff** under the **Global Settings** from your Fluent Support Dashboard, and click on the **Pencil Icon** of your desired agent/s whom you want to give access to reply tickets directly from telegram. ![Support Staff from Global Settings](https://fluentsupport.com/wp-content/uploads/2024/06/Support-Staff-from-Globl-Settings-1-scaled.webp) Scroll down to the **Telegram Integration** option, paste the **Chat Id**you have copied before into the Telegram Chat ID field, and click the Update button. Now your chosen agent/agents can reply to tickets from Telegram. ![Telegram Chat ID Field](https://fluentsupport.com/wp-content/uploads/2024/06/Telegram-Chat-Id-Field-1-scaled.webp) If you have any further questions, concerns, or suggestions, please do not hesitate to contact our[**@support team**](https://wpmanageninja.com/support-tickets/?utm_source=wpmn&utm_medium=home&utm_campaign=site#/). Thank you.