Helpdesk Integration

Context

A major digital service with a large user base needed an additional customer support channel in Telegram: users talk to support in the messenger, while the support team keeps working in its existing helpdesk system.

The client came with only a high-level business goal. NekaSoft designed the architecture, the user flows, and how the integration would work.

What we owned

The client set the goal; we handled everything between that goal and a system running in production.

Solution

NekaSoft built a Telegram bot as the external interface of the support system. The bot is only the visible part; the real work is in the integration behind it.

• A user writes to support in Telegram, and the system automatically creates a ticket in the helpdesk
• A support agent replies in their usual helpdesk system, and the answer is automatically delivered back to the user in Telegram
• The rest of the conversation is synchronized in both directions
• Images, files, and other attachments travel both ways
• Requests are routed into the existing helpdesk process

The point of the project: a new support channel was added without changing the support team's core workflow. Agents kept working in the helpdesk they already knew, and users got support where they already were, in Telegram.

Screenshots

Result

After launch, Telegram became a full-fledged support channel running on top of the existing helpdesk process.

• Telegram requests turned into helpdesk tickets automatically
• Support agents no longer had to move messages between systems by hand
• Users received answers directly in Telegram
• All communication remained part of a single helpdesk process
• By the client's own measurements, request handling time dropped by 40%

Delivery

It took less than a month to go from the initial brief to a production launch.

NekaSoft covered the technical side end to end: backend, DevOps, deployment, and monitoring, with ongoing technical support after launch.

Technology

Telegram here is the interface, not the product: the engineering is in the two-way integration between Telegram and the helpdesk, with attachments preserved and the conversation kept in sync on both sides.