Zammad Telegram channel bot not sending replies


I’m using Zammad to help manage visa documents and queries for staff who used to work for me in Afghanistan. I wanted to start using the telegram channel as some of my former staff are not that familiar with email, and find using messenger apps easier. Unfortunately the replies are not going out as expected as below:


  • Used Zammad version: 4.1.0-1629522123.80c5aa09.focal
  • Used Zammad installation type: package
  • Operating system: Ubuntu 20.04
  • Browser + version: Chrome 92.0.4515.107

Expected behavior:

  • Replying to a ticket that came in through the Telegram bot channel should send a message to the user

Actual behavior:

  • Message not received by end user on telegram. No obvious errors monitoring production.log

Steps to reproduce the behavior:

  • Create a Telegram bot and connect Zammad to the bot
  • Let the telegram user send a message to open a ticket
  • Reply to the ticket and add an attachment

Just to double tab…

Zammad is successfully receiving telegram messages from your users but not if you try to send answers from Zammad to telegram user…?

You do hit the “reply” button to answer on these questions… right?

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