Different users are used to different means of communication and sometimes they find it difficult to change their habits. Thus, the client will definitely appreciate it, if he can contact you using his usual communication channel.
We created a unique channel for the Telegram messenger users. From now on, your client can send you messages using Telegram and you will receive them in the HelpDeskEddy system. You will be able to process Telegram messages as usual tickets but for the client it will look like a normal chat in the messenger. Literally, all the functions of regular tickets are available for you: assigned agents, SLA, comments, remarks, spell checker, etc. and still with a Telegram interface for a user.
Please note that communication with a customer, using the Telegram instant messenger occurs in real time.
Detailed information about the Telegram channel settings is available here.