The Official Unthread Telegram Bot creates a seamless bridge between your customer/partner Telegram chats and Unthread's ticket management system.
- Customers and partners in dedicated group chats can create support tickets using the
/supportcommand - The bot guides them through a simple conversation to collect issue summary and email (optional)
- Tickets are automatically created in Unthread with proper customer and user association
- Agent → Customer: When agents respond via the Unthread dashboard, messages are delivered to Telegram in real-time
- Customer → Agent: Customers can simply reply to agent messages naturally - no special commands needed
- 📎 Image Attachments: Bidirectional image sharing support (up to 10MB)
- Send images from Telegram directly to agents (JPEG, PNG, GIF, WebP, etc.)
- Receive agent images automatically in Telegram with proper formatting
- Smart image processing with thumbnail generation and format validation
- Status Notifications: Receive real-time notifications when ticket status changes with clear messaging and emoji indicators
- Conversation Flow: Maintains complete conversation history across both platforms
- Automatically extracts customer company names from group chat titles (e.g., "Company X Support" → "Company X")
- Creates customers in Unthread with
[Telegram]prefix for platform identification - Maps Telegram users to Unthread user profiles with fallback email generation
- 🎫 Ticket Management - Create tickets with
/support• 👤 Email Setup - One-time email collection - 💬 Real-Time Messaging - Bidirectional communication • 📎 Image Attachments - Share images up to 10MB
- 🏢 Smart Detection - Auto-extract customer names • ✅ Status Alerts - Real-time notifications
- 🔒 Enterprise Security - Advanced logging & PII redaction • ⚡ Easy Deploy - Docker & Railway ready
- 🛠️ Template System - Customizable messaging • 🛡️ Supply Chain - SBOM & provenance tracking