Customer writes to the bot — a ticket is created. You reply from the dashboard — the answer lands in their messenger. SLA timers, canned replies, ticket types, team with roles.
· Tickets with SLA, roles, assignments and ticket.* webhooks
Without us
Chat widgets weigh 300-500 KB, slow your site down, get hit by ad-blockers. Mobile users ignore them.
Intercom, Zendesk, HubSpot charge per seat. A team of 5 — $350-500/month. For small businesses — unaffordable.
To see your reply they need to reopen your site and click the chat icon. In a Telegram bot — push notification straight to the phone.
What's inside
Atomic next_ticket_number via CTE+FOR UPDATE. Statuses new / in_progress / waiting / closed with full history.
First-reply and resolution times — configurable per project. Overdue tickets are highlighted in the dashboard.
Reusable reply templates for the whole team. One click to insert. Variables get substituted automatically.
Configurable categories (Bug / Question / Suggestion / Billing). Customer picks on creation, agents filter.
Roles owner / admin / support / viewer. Ticket assignment, priorities low/normal/high/urgent. Ownership transfer with OTP.
Tickets from users of your site/app without messengers. Replies are delivered via ticket.replied webhook to your server.
How it works
Deep link help_SLUG → bot asks to describe the problem and pick a type. A ticket is created, the customer is auto-subscribed.
"Support" tab in the dashboard: ticket list with filters, full conversation, canned responses, one-click status changes.
Message arrives in Telegram/Max, customer replies in the same chat. Webhook ticket.replied — for CRM integrations.
FAQ
Yes. Add members by email in project settings. 4 roles: owner, admin, support, viewer. Each sees tickets, replies, and assignments in their dashboard.
Set sla_first_reply_hours and sla_resolve_hours in settings. In the ticket list, overdue ones are highlighted in red. Team notifications — via ticket.created webhook (you configure the delivery target).
A ticket from a user of your website or mobile app without a messenger. We don't push messages to them — agent replies arrive at your server via ticket.replied webhook. Customers reply through POST /v1/helpdesk/tickets/{id}/customer-reply.
Yes. Configured in the dashboard (Bug / Question / Suggestion / Billing — an example). On creation, customer picks a type, agents filter incoming ones.
1 credit per agent reply in a ticket. All other operations (creation, status change, assignment) are free. No per-seat pricing.
Yes. All operations are available via REST API: creation, listing, reply, status change, assignment, priority. Integrate directly with your CRM.
No credit card. 100 free credits per month — enough to try every feature.
Solutions & use cases
Common scenarios where Zapnoty replaces a stack of 3-4 separate services.
10× cheaper than SMS, higher reach than email
OTP, order status, abandoned cart, promos
Forms with instant Telegram notification — no forgotten inboxes
Drip lessons, reminders, Q&A and bot login
Support in Telegram/Max, no heavy chat widget