NexTool Solutions

An e-mail alert that arrives late - or vanishes into the spam filter - costs SLA. The NexTool Telegram Bot module delivers GLPI ticket events straight to your team's Telegram, in real time and with interactive actions: approve, follow up, attach and open tickets without leaving the chat.

The problem

E-mail is still GLPI's default notification channel, but the service desk routine tells a different story: overflowing inboxes, alerts that land in spam filters and technicians who only open their e-mail hours later. For a critical ticket, a tight SLA or an approval that blocks the work, that delay is enough to blow the deadline.

The improvised workaround - building a bot by hand with external webhooks and a separate script - works on paper, but creates a fragile integration: code to maintain, infrastructure on the side and no traceability inside GLPI. When the script breaks, nobody notices until the alert simply fails to arrive.

How the Telegram Bot works

The module hooks into GLPI's native notification system. Once you turn on Telegram mode in the notification templates, ticket events are also delivered over Telegram - to every user who has their chat_id linked in their profile. Delivery is by webhook, with no cron: the message goes out the instant the event happens in GLPI, not on the next queue cycle.

Beyond receiving alerts, the user operates GLPI from the chat itself:

• /chamados and /chamado - list open tickets and show the details of a specific ticket, with clickable links to the form in GLPI.
• /novo - open a ticket straight from Telegram, with a title and an optional description after the separator.
• /acompanhamento and /pendenciar - the assigned technician adds a followup or changes the status to Pending without switching screens.
• /sla - list tickets overdue or due within the next 24 hours.
• /resumo - a consolidated view of open tickets and pending approvals.
• /anexar - send /anexar 12345 and then drop the files in the configured window (from 1 to 120 minutes); all of them are attached straight to the ticket.
• /aprovacao, /aprovar and /recusar - manage validations. With the button-approval option on, the approver gets the message with Approve and Reject buttons - without typing any command.

The practical difference from GLPI's native e-mail shows up when the ticket needs an action, not just a heads-up:

The commands follow Telegram's convention - just add the ticket number when the action needs a target:

/chamados             list the open tickets (clickable links)
/chamado 12345        details of ticket 12345
/novo No access to ERP    open a ticket from Telegram
/acompanhamento 12345 add a followup (assigned technician)
/pendenciar 12345     change the status to Pending
/sla                  overdue or due within 24h
/resumo               open tickets + pending approvals
/anexar 12345         open the window to send files to the ticket
/aprovar 12345        approve the validation
/recusar 12345        reject the validation

# Linking the chat_id (once per user)
# 1. The user sends /start (or /token) to the bot
# 2. The bot replies with a linking code
# 3. The user pastes that code into their own GLPI profile
# Without the chat_id linked, the notification simply does not go out

In our support work, two stumbles show up every time. The first is the webhook: Telegram only registers the URL if it is public HTTPS with a valid certificate - behind a reverse proxy you have to make sure the GLPI route is exposed with TLS that Telegram accepts, otherwise the bot simply never receives the updates. The second is the quietest one: someone enables the module, sets the token, turns on Telegram mode in the templates - and receives nothing. It is almost always the chat_id not being linked; without it, GLPI has no conversation to send to and the notification does not go out. That is why, during rollout, linking the chat_id is the first thing we validate with a test user before releasing it to the team. Once that is done, it is common to see the on-call tech close an entire followup through /acompanhamento, from their phone, without opening the browser once.

How to enable it

1. Install NexTool in GLPI.
2. Go to Setup > NexTool > Modules.
3. Enable the Telegram Bot module.
4. In the Connectors tab, enter the bot token (generated at @BotFather) and configure the webhook.
5. Under Configure > Notifications, enable Telegram followups in the templates you want.
6. Ask each user to link their chat_id in their own GLPI profile (via /start or /token in the bot).

Who it is for

The Telegram Bot makes sense for teams that already use Telegram as an internal channel and want to cut response time on critical tickets: on-call technicians, approvals that cannot wait and field teams that need to work GLPI from their phone without opening the browser.

When not to use it: if your team does not use Telegram (they standardize on Teams, Slack or WhatsApp), forcing yet another app rarely pays off - it is worth evaluating the channel the team actually opens. It is also not a replacement for e-mail as a formal trail: a chat message is volatile and does not serve as an auditable record of communication with the customer. And because it depends on a public webhook, it is not for a fully isolated environment with no HTTPS exposure to the internet.

Compatibility

• GLPI: 10.0+ and 11.0+
• Plan: Enterprise
• Plugin: NexTool 3.x+

Next step

The Telegram Bot is part of NexTool. To take GLPI notifications to where your team already is - and turn the alert into action in the same tap - talk to the team.

This content was produced with the aid of artificial intelligence and reviewed by the Nextool Solutions team.