Tech Support Ticket Automation
Replaced expensive Freshdesk licenses and inefficient Google Forms with a custom Telegram bot system that doubled ticket capture while eliminating ₹42,000 in annual costs.
Client Context
Three K-12 schools with approximately 340 staff members faced escalating costs and inefficiencies managing tech support tickets through email, Google Forms, and paid Freshdesk licenses costing ₹42,000 annually.
The Problem & Legacy Systems
1. Freshdesk Free Plan (2017–2024)
- • Only 6 tickets per week capacity
- • 1–2 day response times
- • No custom reporting capabilities
2. Paid Freshdesk + Freshchat (2023-2025)
- • ₹42,000 annually for 3 licenses
- • 12–18 months implementation delay
- • Complex interface frustrated users
3. Google Forms + Email (2024-2025)
- • Only 4 tickets per week due to complexity
- • 30–60 minutes just to access and submit forms
- • Manual assignment taking 5–10 minutes per ticket
- • No streamlined reporting capabilities
The Solution
We built a custom Telegram bot system in just 2 days (8 hours) with 8–16 additional hours for enhancements, using Google Apps Script and Telegram webhooks:
Bot 1: User Interface
- • Guided Q&A collects ticket details
- • Automatically assigns unique ticket numbers
- • Auto-notifies assigned tech staff
- • Logs all submissions in Google Sheets
- • Familiar chat interface for users
Bot 2: Tech Department Interface
- • Update ticket status and add notes
- • Staff 'on leave' mode for assignment skipping
- • Real-time interaction logging
- • Automated workflow management
- • Comprehensive reporting capabilities
Before vs. After Comparison
| Metric | Legacy Systems | Telegram Bots + Apps Script | Improvement |
|---|---|---|---|
| Tickets per Week | 4–6 (Forms & Email) | 10 | ↑66%–150% more tickets captured |
| Average Submission Time | 30–60 mins (find & open form) | 1–2 mins (open Telegram) | 95% faster |
| Ticket Assignment Time | 5–10 mins per ticket | <1 min (automated) | 90% faster |
| First-Response Time | 1–2 days | 30–60 mins | Same-day responses |
| Annual License Cost | ₹42,000 (Freshdesk/Freshchat) | ₹0 | Saved ₹42,000 |
| User Satisfaction | Occasional frustration, 0 expansions | "Super-happy," requests to expand | High adoption & positive feedback |
| Implementation Time | 12–18 months (paid solution) | 2 days + 1–2 weeks for updates | Months faster |
Key Outcomes & ROI
Quantifiable Results
- • Time Savings: Eliminated ~10 mins per ticket assignment
- • Cost Elimination: ₹42,000/year in licensing fees
- • Efficiency Boost: Doubled ticket capture rate
- • Response Speed: Same-day responses vs. 1-2 day delays
- • Scalability: 1-day deployment per additional school
User Experience Impact
- • Teachers described as "super-happy" with new system
- • Zero escalations in first month of operation
- • Instant chat-based support eliminated frustration
- • Requests to expand system to other departments
- • High adoption rate across all three schools
Why It Worked
Technical Excellence
- • Leveraged familiar Telegram interface instead of complex forms
- • Fully custom, in-house solution using Google Apps Script
- • Automated workflows with zero ongoing licensing costs
- • Real-time reporting and analytics built-in
Implementation Strategy
- • Rapid 2-day deployment with immediate value
- • Continuous enhancement based on user feedback
- • Minimal disruption to existing workflows
- • Scalable architecture for multi-school deployment
"Teachers love the instant Telegram interface. We went from constant complaints about slow support to zero escalations in the first month. It's been transformational."— IT Department Head
Key Takeaway
This project showcases the power of custom automation solutions that prioritize user experience and cost-effectiveness. By replacing expensive third-party tools with a purpose-built Telegram bot system, we delivered faster service, happier users, and significant cost savings while creating a scalable foundation for future growth.
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