Support Tickets
Built-in help desk for your community. Members create tickets directly in Telegram, and staff can reply through forum topics or the Mini App.
Overview
The ticket system provides a v2 forum-topic bridge that creates a new topic for each ticket. Staff can reply directly in the forum, and messages are forwarded to the user's DM.
Users can also manage tickets through the Mini App's Support view.
How It Works
- 1.User creates ticket via /ticket command or Mini App
- 2.Bot creates a forum topic in the staff chat
- 3.Staff replies in the topic → forwarded to user's DM
- 4.User replies in DM → forwarded to forum topic
- 5.Ticket closed → topic is closed (if forum supports it)
Ticket Properties
Subject
Optional title for the ticket. Used as the forum topic name.
Priority
Optional priority level for triage (e.g., low, medium, high).
Status
Ticket lifecycle status:
Image Attachment
Tickets can include an image (stored as Telegram file_id).
Mini App Features
Open /app → Support
Create New Ticket
Submit a new support request with message, optional subject, and image.
View Ticket List
Paginated list of tickets with status filters (open/closed). Shows title, timestamp, and status badge.
Ticket Conversation
View full message history with sender type (user/staff/system), timestamps, and ability to reply.
Close Ticket
Users can close their own tickets. Staff can also close from forum topic.
Bot Commands
/ticket [message]Create a new support ticket/ticket listView your open tickets/ticket closeClose your active ticketTechnical Details
- • Database: Ticket, TicketMessage, TicketUserState models
- • Message Types: text, photo, document
- • Sender Types: user, staff, system
- • Forum Bridge: Creates topic with thread_id stored in ticket
- • Active Ticket: Users have one active ticket at a time per group
- • Pagination: 20 tickets per page, 50 messages per conversation