First thanks for Zammad - great software! Currently you are offering Telegram as one possible support channel. Recently Apple also announced to join the game with Apple Business Chat (https://developer.apple.com/business-chat/). This would allow to communicate with a very large usergroup. Is this something that could become a new channel in the future?
PS.: Also I think this could be a good feature as not many Helpdesk solutions can offer this channel currently.