Learn what happens when a customer sends a Telegram message, and how it is received in Jira.
When a customer sends a Telegram message, one of three things occur. It can be found in one of these three scenarios:
1. Scenario one: If the sender's Telegram ID already has an open issue, the new message will be transferred into a Jira comment in the open issue.
2. Scenario two: If the sender's ID doesn't have an open issue, a new Jira ticket will be created.
3. Scenario three: If an agent has set the previous sender's ticket as 'resolved', then a new ticket will be created.
To learn how a Jira issue turns into a Telegram message, click on this link here.