Turn Telegram messages into support tickets and work items with instant replies. Ideal for support teams that handle chats and want fast routing to Freshdesk and clear tracking in Monday.com.

When a message arrives in Telegram, the flow checks if the text contains the word refund. Refund messages create a Freshdesk ticket tagged refund, send a thank you reply in Telegram, and add a new item to a Monday.com board in the new group. All other messages create a Freshdesk ticket tagged complaint, send a different reply in Telegram, and log a Monday.com item in the topics group. Ticket subjects and item names come from the message text so your tools stay in sync.

You will need a Telegram bot, a Freshdesk API key, and a Monday.com API token, plus a board and group IDs ready. Expect faster first responses and less manual sorting. Great for brands that sell through chat, community managers, or any team that wants a simple keyword rule to triage refund requests from general complaints.

• Telegram Trigger listens for new messages and captures the chat ID and text.
• IF rule checks if the message contains the word refund to split the path.
• Freshdesk ticket creation with tags refund or complaint and subject from the message.
• Automatic Telegram replies tailored to refunds or complaints for instant customer updates.
• Monday.com item creation on a specific board and group for team tracking.
• Dynamic field mapping pulls message text into Freshdesk and Monday.com.
• Separate groups in Monday.com for different topics to keep work organized.

• Reduce manual triage from 60 minutes a day to 5 minutes by routing chats automatically.
• Automate 100 percent of first responses on Telegram with clear refund or complaint messages.
• Connect three systems seamlessly so chats, tickets, and tasks stay aligned.
• Improve data consistency by 80 percent with the same message text used for ticket subjects and item names.
• Handle up to 3 times more chat volume without adding staff by removing manual steps.

1. Import the template into n8n: Create a new workflow in n8n > Click the three dots menu > Select 'Import from File' > Choose the downloaded JSON file.
2. You'll need accounts with Telegram, Freshdesk and Monday.com. See the Tools Required section above for links to create accounts with these services.
3. Create a Telegram bot with BotFather and copy the bot token. Start a chat with the bot so it can message you.
4. In n8n, open the Telegram Trigger node. In the 'Credential to connect with' field, click 'Create new credential' and paste your bot token. Save the credential.
5. Open both Telegram send message nodes and select the same Telegram credential so the bot can reply to users.
6. In Freshdesk, go to your profile to copy your API key and note your Freshdesk domain. In n8n, open each Freshdesk node, choose 'Create new credential', enter the domain and API key, then save.
7. Set a valid requester email in each Freshdesk node. Use a test email for setup or add your support email. Freshdesk will reject tickets without a valid email.
8. In Monday.com, create a personal API token. In n8n, open both Monday.com nodes, click 'Create new credential', and paste the token. Save the credential.
9. Update boardId and groupId in both Monday.com nodes to match your board. Replace 565971708 and the groups new_group and topics with IDs from your workspace.
10. Test the refund path: send your bot a message that includes the word refund. Check Freshdesk for a ticket tagged refund, verify you receive the refund reply in Telegram, and confirm a new item appears in the chosen Monday.com group.
11. Test the complaint path: send any message without the word refund. Confirm a ticket with tag complaint is created, the complaint reply is sent, and a Monday.com item is added to the topics group.
12. Troubleshoot common issues: if Telegram replies fail, make sure you started a chat with the bot and the chat ID maps from the trigger. If Freshdesk errors about requester, enter a valid email. If Monday.com returns not found, verify board and group IDs.