Customer Tickets (from your Bot)
Your customers can raise support tickets directly from your Telegram bot.
You manage those tickets from the Tickets area of your dashboard, and you can route ticket notifications into Telegram groups by country so the right team sees them.
This is for your customers reaching you. For your own Trapyfy account or platform issues, see Contact Support.
Managing tickets
Open Tickets from your dashboard. Tickets are split into Active and Archived, and each shows its number, subject and customer, priority (Low / Medium / High), status, and created date. Use search and tag filters to find tickets, and the row actions to open, reply, or update status.
Customers can attach photos and videos to a ticket (up to Telegram's 20 MB limit).
Routing tickets to a Telegram group by country
To receive ticket notifications for a specific country inside a Telegram group:
Invite your bot
Add your bot to the Telegram group.
Make it a visible admin
Promote the bot to a visible admin of the group.
Send the command
In the group, send /ticketing_group add COUNTRY_CODE.
/ticketing_group add COUNTRY_CODEFor example, /ticketing_group add IT routes Italian tickets to that group.
Notification templates can be scoped by role (admin / user) and by country. If no country is set, the template is treated as global and applies everywhere.
Answer tickets automatically
Your assistant can answer new tickets for you, using a knowledge base you control. Open Tickets → Knowledge base.
1. Generate it from your own tickets
Generate from tickets reads your closed tickets and drafts the questions customers actually ask, with the answers your team gave. It shows you a draft — nothing is saved until you accept it.
2. Edit anything you want to change
It is a plain document. Rewrite it, add what is missing, delete what is wrong, then save. This is what the assistant knows about your store when it answers a ticket.
3. Turn on Automatic AI replies
The toggle is at the top of the Tickets page. New tickets are answered from your knowledge base and nothing else.
Automatic replies stay off until your knowledge base says something. An empty document is still empty once it is saved.
Where your customers meet it
This runs inside your Telegram store bot, where your customers already are. A customer asks a question, the assistant answers it from your knowledge base and your store — products, stock, shipping, their order — and they never leave the chat. If it cannot answer, it opens a ticket for you instead of leaving the customer with nothing.
The better your knowledge base, the fewer tickets reach you. Questions that keep becoming tickets are the ones worth adding to it.
Automatic replies use AI credits — see Store Assistant & AI Credits.
Related pages
Need help?
Email [email protected] with your merchant name, the ticket number, screenshots or error messages, and a short description of the issue.