Who is this workflow for? Streamline your customer support by automatically converting specific Telegram messages into actionable tickets. This workflow leverages keyword detection to create tagged tickets in Freshdesk, notify customers on Telegram, and track issues in Monday.com..

What does this workflow do?

  • Trigger on Telegram Message: The workflow initiates when a new message is received in the designated Telegram support channel.
  • Keyword Analysis: The message content is scanned for predefined keywords that indicate the need for a support ticket.
  • Create Freshdesk Ticket: If keywords are detected, a ticket is created in Freshdesk with the appropriate tags for categorization.
  • Notify Customer on Telegram: An automated response is sent to the customer on Telegram, acknowledging receipt of their message and informing them that a support ticket has been created.
  • Create Monday.com Item: Simultaneously, an item is added to Monday.com to track the progress and resolution of the issue.

🤖 Why Use This Automation Workflow?

  • Efficiency: Automate the ticketing process to save time and reduce manual effort.
  • Organized Tracking: Ensure all customer feedback is systematically recorded and monitored across platforms.
  • Enhanced Communication: Provide immediate responses to customers, improving their support experience.

👨‍💻 Who is This Workflow For?

This workflow is ideal for support teams and businesses that use Telegram for customer interactions and rely on Freshdesk and Monday.com for managing support tickets and project tracking. It is suitable for organizations seeking to enhance their support processes through automation.

🎯 Use Cases

  1. Customer Feedback Management: Automatically create support tickets from customer messages containing specific feedback keywords.
  2. Issue Tracking: Generate and assign items in Monday.com for detailed tracking and resolution of customer-reported issues.
  3. Customer Communication: Send personalized acknowledgment messages to customers on Telegram once their support ticket is created.

TL;DR

This workflow seamlessly integrates Telegram with Freshdesk and Monday.com, automating the creation and tracking of support tickets based on customer messages. By implementing this automation, support teams can enhance efficiency, ensure organized issue management, and improve customer communication.

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