Email notifications arrive late – or don't arrive at all. The NexTool Telegram Bot module delivers GLPI ticket updates directly to users' Telegram in real time, with interactive actions.
The problem
Email remains the default GLPI notification channel, but the reality of support teams is different: overloaded inboxes, notifications lost in spam filters, and users who simply don't open email in time. For critical tickets, tight SLAs, or approvals that can't wait, email is a bottleneck.
The typical alternative – manually integrating bots via external webhooks – requires development, maintenance, and separate infrastructure. The result is a fragile solution, outside the GLPI context and difficult to audit.
How Telegram Bot works
The module integrates with GLPI's native notification system. By enabling Telegram mode in notification templates, ticket events are delivered via Telegram to users who have their chat_id linked in their profile. The linking is simple: the user sends /start or /token to the bot and receives the code to fill in GLPI.
Beyond receiving notifications, users can interact with GLPI directly through chat:
- /tickets and /ticket – Query the list of open tickets and details of a specific ticket, with clickable links to the GLPI form.
- /new – Open a ticket directly via Telegram (
/new [title]or with description after the separator). - /followup and /pending – Assigned technicians add followups or change ticket status to Pending without leaving Telegram.
- /sla – List tickets with upcoming or overdue deadlines in the next 24 hours.
- /summary – Consolidated view of open tickets and pending approvals.
- /attach – Send
/attach [number]then files within the configured window (1 to 120 min); all documents are attached directly to the ticket. - /approval, /approve, and /reject – Manage ticket validations. When the button approval option is active, the approver receives a message with interactive Approve and Reject buttons – without typing any command.
The bot operates exclusively via webhook (no cron), ensuring real-time response. Updates reach Telegram as soon as the event happens in GLPI.
How to activate
- Install NexTool on GLPI
- Go to Setup > NexTool > Modules
- Activate the Telegram Bot module
- In the Connectors tab, enter the bot token (obtained via @BotFather) and configure the webhook
- In Setup > Notifications, enable Telegram followups in the desired templates
- Request that users link their chat_id in their GLPI profile
Who is it for
Telegram Bot is recommended for teams that already use Telegram as an internal communication channel and want to reduce response time to critical tickets. It is especially useful for on-call technicians, ticket approvals that can't wait, and teams that work outside the office and need mobile GLPI access without opening a browser.
Compatibility
- GLPI: 10.0+ and 11.0+
- Plan: Enterprise
- Plugin: NexTool 3.x+
Next step
Telegram Bot is part of NexTool. Want to bring GLPI notifications to where your team already is? Contact the team.
This content was produced with the assistance of artificial intelligence and reviewed by the Nextool Solutions team. Screenshots are from the real GLPI environment with the NexTool plugin.
