telegram-bot-essentials / support

v0.0.1 2026-11-03 13:54 UTC

Requires

• php: ^8.3
• laravel/framework: ^12 || ^13
• telegram-bot-essentials/essence: ^0.19.0-beta.8@beta
• telegram-bot-essentials/settings: ~0.0.33

Requires (Dev)

• larastan/larastan: ^3.0
• laravel/pint: ^1.18
• orchestra/testbench: ^10.0 || ^11.0
• pestphp/pest: ^3.7 || ^4.0
• pestphp/pest-plugin-laravel: ^3.1 || ^4.0

Suggests

• telegram-bot-essentials/access: Lets alerts go to roles, not only the bot owner.
• telegram-bot-essentials/user-management: Links a ticket to the customer's profile.

MIT

• Elyar

Published on Packagist.org on 2026-11-03 14:43 UTC

README

Lets a bot's customers reach its staff: tickets inside the bot, contact handles to message directly, or both. Built for telegram-bot-essentials/essence.

Install

composer require telegram-bot-essentials/support
php artisan migrate

List the reply keys in config/tbe-essence.php, since essence does not discover a package's keys:

use TelegramBotEssentials\Support\Telegram\ReplyKeys\Admin\TicketsKey;
use TelegramBotEssentials\Support\Telegram\ReplyKeys\Member\SupportKey;

'menus' => [
    'main' => [[SupportKey::class]],
    'admin' => [[TicketsKey::class]],
],

/support registers itself. Run the scheduler so answered tickets close on their own.

What it does

Customers open the contact screen from the key or /support, in a private chat. They can open a ticket with text, a photo or a document, then reply with a button or by replying to a message natively. Staff reach them as "Support". The channel lock does not apply, and suspended users are refused.

Staff hold the support.manage ability. They get tabs for open, answered and closed tickets, longest waiting first, and reply the same two ways. The ticket pool is shared: there is no claiming.

Settings

Under Support in the bot settings:

Setting	Default	Meaning
support.mode	both	both, tickets or handles. Existing tickets stay answerable in every mode.
support.handles	empty	Shown as written, such as Sales: @shop_sales. Hidden when empty.
support.alert_targets	owner	The owner and any recipient groups. Falls back to the owner if nobody is reached.
support.max_open_tickets	3	Unclosed tickets per customer. 0 means no limit.
support.cooldown_seconds	10	Between one customer's messages. 0 turns it off.
support.auto_close_days	7	Closes answered tickets nobody came back to. 0 turns it off.

Recipient groups need a package that provides them, such as telegram-bot-essentials/access.

Adding to a ticket

An app can show facts about the customer in the staff's view. Return HTML, escaped, or null for nothing:

ticketContext()->add(fn (BotUser $customer, Ticket $ticket) => 'Plan: '.e($customer->plan));

A block that throws is reported and left out.