The HelpDesk section in iTasks is for teams that want to receive customer requests through their own Telegram bots and handle them inside the workspace without relying on a separate external helpdesk platform. This section brings together the guides for connecting channels, working with the shared inbox, replying to customers, linking conversations to tasks, and keeping attachments together with internal notes.
How HelpDesk works in iTasks: one external Telegram bot corresponds to one support channel. All new client messages go to the team inbox, where teammates can assign ownership, change the conversation status, reply to the client, leave internal notes, and connect the conversation to project tasks.
What this section includes
How to connect your Telegram bots, create channels through the helper or manually with a token, configure the project, members, and templates, and then enable, disable, or delete channels.
How the shared inbox is organized, how to filter and search conversations, where to assign ownership, how to reply to the client, and how external replies differ from internal notes.
How to create tasks from support conversations, link existing tasks from the same project, and keep support work and execution in one shared context.
How to work with attachments in conversations, where to keep internal team comments, and how to avoid losing context even in long support threads.
Where to start
- Start with Bots and Support Channels and connect at least one channel.
- Then continue to Inbox and Customer Replies to understand the team’s daily support flow.
- Once support requests start turning into actual work, open Linking Conversations to Tasks.
- If keeping the full communication context matters, including images and internal comments, also read Files, Images, and Internal Notes.
If you are setting up HelpDesk for the first time, start by connecting a channel. You can open the inbox even before connecting a channel; conversations will appear when customers start messaging the connected channel.