HelpDesk and Customer Support
Connecting your own bots, support channels, the shared inbox, customer replies, linked tasks, and attachments inside HelpDesk.
Section contents
How support channels work, why to connect your own Telegram bots, and how to split support by product or brand.
How the shared inbox works, how conversation cards are organized, how ownership is assigned, and how teams reply from the app.
How to create tasks from conversations, connect support work to existing tasks, and keep one shared context for the team.
How to keep the full conversation, files, images, and internal team notes in one support card without losing context.
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 this is your first time opening the section, start with channel setup: without at least one connected channel, the inbox and the rest of the HelpDesk workflows will not appear.
Want to see how this works in iTasks?
Open iTasks in Telegram and use this section as a guide to the features you need.
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