Telegram merchant support tickets
Let buyers open order-specific support requests that merchants answer and manage privately, without exposing order details in a group.
How can Telegram merchants handle order support tickets?
Enable support tickets so buyers can select their own orders and submit a problem privately. Merchants reply, manage and close tickets. Refunds or resends require confirmation and are not automatically approved when a ticket is opened.
A concrete example
A buyer selects their order and reports a delivery issue; the merchant reviews it and replies.
Illustrative example, not a live bot demonstration.How to configure it
New to MSH? Create and connect your bot first, then complete owner binding. Group features also require authorization for the target group. ID tools are available without payment or owner binding.
Step-by-step BotFather and connection guideSaving settings does not turn a feature on. Enable it separately and check the bot’s runtime, group authorization, audience and required Telegram permissions. Owners configure their own bot; members do not receive its configuration permissions.
Questions before you start
Does opening a ticket automatically trigger a refund?
No. A merchant must confirm a refund or resend; a resend contains the original order’s code. Only the buyer and the bot owner can view the ticket. Paid buyers can still request support after the bot’s service expires.
How is the bot service priced?
For each bot and every two-group quota, MSH service costs the equivalent of 0.1 USDT per 30 runtime days, quoted when an order is created. BNB service costs 0.001 BNB for the same base period. Hour, day, month and year units are available. Runtime is consumed while running and preserved while paused. Trial: one hour per account, two groups and 100 ordinary replies. ID tools are free after connection. Provider API charges and network fees are separate.
Read all billing and after-sales rulesWhy might a configured feature not respond?
Check that settings were saved, the feature is enabled and the bot is running with remaining time. For groups, confirm authorization, audience settings and permissions. Telegram must deliver the relevant message to the bot. Event, poll, membership and reminder deadlines follow their own rules; pausing runtime does not freeze those wall-clock deadlines.
Open the detailed function documentationRelated Telegram bot tools
Telegram bot pricing: 21 features from the equivalent of 0.1 USDT per month
Use auto replies, scheduled announcements, group moderation, digital delivery and other available tools in one bot. The base MSH service price is the equivalent of 0.1 USDT per bot, per two-group quota, for 30 days of running time. Choose the functions you need; each is off until enabled.
Do I pay 0.1 USDT directly?
No. This is the USDT reference value for payment in MSH. The required MSH quantity is calculated from the current reference price and locked when the order is created. Direct USDT payment is not offered. Alternatively, pay 0.001 BNB for the base 30-day service; it is a separate fixed price.
What is included, and what costs extra?
The base price covers one bot with a two-group quota. More groups increase the price proportionally. Hour, day, month and year purchases are supported; running consumes time and pausing preserves it. Network fees and third-party AI API charges are separate. AI calls use your own provider account. One basic one-hour trial is available per account.
Start with a permanent free plan
ID tools remain free after connection. After owner binding, enable welcome messages and the first 3 text keyword rules for one authorized group. Free mode runs without consuming trial or paid time; pausing all replies stops it until resumed. The combined limit is 200 replies per bot per day, reset at 00:00 UTC. Choose the free group in your workspace; if none is selected, the first authorized group is used. Existing rules are retained: only the first 3 apply in free mode. Full features and more groups require a trial or paid runtime.
Put it to work in your own group.
Configure only what you need. Read the setup guide before enabling group permissions.