Background Project

The client needed a convenient tool that would allow users to independently submit support tickets and track their status directly through Telegram. A key requirement was to minimize manual labor for the staff, centralize inquiry tracking in a unified admin panel, and establish transparent control over task execution and service quality ratings.

Stages of work

  • Stage 1

    Analysis and Requirements Gathering

    At the start, we defined the field structure for ticket submission, the logic for automatic distribution of inquiries among employees, and the principles of interaction between the bot and the admin panel.

  • Stage 2

    Admin Panel Design

    An admin panel was designed with a basic style, unified navigation logic, and modules for client management, role management, ticket archives, and report generation.

  • Stage 3

    Telegram Bot Development

    We implemented a step-by-step scenario for ticket creation, featuring phone number requests, storage of client-submitted files, and a two-way chat system with a support specialist.

  • Stage 4

    Integration and Testing

    We verified the correctness of file and data transfer between the bot and the admin panel, the instant notification logic for employees, and the mechanism for collecting service quality ratings.

Main Project Goals

  • Automate ticket submission

    1

    Clients independently submit and track inquiries via the Telegram bot.

  • Simplify inquiry management

    2

    All clients, roles, statuses, and ticket archives are centrally managed from the admin panel.

  • Reduce staff workload

    3

    The system handles routine data collection, automatic task distribution, and notifications.

  • Improve customer experience

    4

    Instant ticket submission, file storage, and direct two-way communication with a specialist inside the bot.

Admin Panel and Telegram Bot Functionality

The system is built on a modular principle, where each component automates a specific stage of inquiry processing. The admin web interface provides flexible access management, quick status updates with logging of work notes, and detailed analytics on specialist efficiency based on real customer ratings.

  • Ticket Submission
  • Two-way Communication
  • Alerts and Notifications
  • Users and Roles
  • Ticket Management and Notes
  • Ticket Statuses
  • Ticket Report
  • Step-by-step data collection within the messenger, featuring a mandatory client phone number request and automatic assignment of the inquiry to a specialist.

  • A direct chat between the employee and the client inside the bot, with secure storage of all submitted files in the database.

  • Automatic notifications to clients about ticket status changes and instant Telegram alerts to employees about new messages.

  • Team account management in the admin panel with flexible access right differentiation for individual system modules.

  • Status updates for inquiries performed by specialists in the admin panel, with the ability to add text comments that are logged in the database.

  • A status directory with the ability to check a box for the final status, which triggers a request for a specialist performance rating.

  • A table of completed tickets with filtering by date and assignee, showing the volume of inquiries and the number of reviews broken down by ratings.

Banner Background

Results

As a result, the client received a convenient tool for receiving tickets via Telegram, an automated inquiry processing workflow, and a centralized system for user and role management. The bot simplified communication with clients and allowed the business to operate without complex technical solutions.

  • 90 %

    Reduction in manual inquiry processing thanks to automated receiving via the Telegram bot.

  • 100 %

    Automated receiving and logging of tickets without operator intervention.

  • 100 %

    Centralized management of clients, statuses, and reports from the admin panel.

  • 100 %

    Fast ticket submission for clients through the bot's interactive menu.

  • 95 %

    Reduction in staff workload and the number of errors during ticket intake.

Technologies Used

To implement this project, we used a modern technology stack focused on stability and scalability.

  • PHP 8.4

    PHP 8.4

    The current language version with enhanced security and support for new PHP features.

  • Symfony 7.4

    Symfony 7.4

    The latest framework version featuring peak performance and modern standards.

  • MySQL 8

    MySQL 8

    Popular database management system for secure and efficient data storage.

  • Linux Ubuntu 22.04

    Linux Ubuntu 22.04

    Stable OS providing a high-performance and secure server environment.

  • Nginx

    Nginx

    High-performance web server for fast content delivery and request handling.

Support

Skylex is the official technical partner of the project, responsible for the full development cycle, technical support, and further scaling of the project. We ensure stable service operation, the implementation of new functionality, and rapid response to business needs.

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