Commands

Commands

Commands are divided into staff commands (used in the staff group) and user commands (sent directly to the bot).

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Staff Commands

Staff commands are used by replying to a specific ticket message in the staff group, except where noted.

Command	Usage	Description
/open	Send alone in staff chat	Lists all currently open tickets (messages that have not yet been replied to)
/close	Reply to a ticket	Manually closes the referenced ticket. Use when a user says "thank you" or the issue is resolved but auto_close_tickets is disabled. Also unbans the user if they were banned.
/reopen	Reply to a closed ticket	Reopens a previously closed ticket so it can receive further replies
/id	Send alone in staff chat	Returns your Telegram user ID and the group chat ID (format: 1234567 -1234567890). Useful for obtaining IDs needed during configuration.
/ban	Reply to a ticket	Bans the referenced user from sending new messages to the bot. The ban persists until the user is unbanned or the ticket is closed with /close.
/unban	Reply to a banned user's ticket	Removes an existing ban, allowing the user to message the bot again
/clear	Send alone in staff chat	Closes all open tickets without sending the "ticket closed" notification to users. Useful during migration or upgrading to prevent stale tickets from causing issues.

Command Flow Examples

Closing a resolved ticket:

Staff member replies to user's ticket message with: /close
→ Ticket is marked as closed and unbanned (if banned)
→ User receives "Your ticket was closed by our staff" notification

Banning an abusive user:

User sends inappropriate message → forwarded to staff group
Staff member replies with: /ban
→ User's subsequent messages are blocked until unbanned

Reopening a ticket for follow-up:

Ticket was auto-closed after first reply, but user needs more help
Staff member replies to the closed ticket with: /reopen
→ Ticket is reopened and can receive further replies

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User Commands

Users send these commands directly to the bot on Telegram. All response text is configurable via language strings.

Command	Description	Configurable String
/start	Initializes conversation with the bot. Shows a welcome message and prompts the user to ask their question. This is also automatically triggered when a user first messages the bot.	language.startCommandText
/help	Displays available commands and brief usage explanation for end users. When used by staff in the group chat, shows extended help including staff commands.	language.helpCommandText (user) / language.helpCommandStaffText (staff)
/faq	Shows frequently asked questions or a custom message defined in configuration. Often used to provide a link to documentation or an external FAQ page.	language.faqCommandText

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Language String Reference

All command responses and system messages are fully customizable. See Configuration → Language Strings for the complete list of ~40 configurable strings, including:

• Welcome messages (startCommandText)
• Help text (helpCommandText, helpCommandStaffText)
• Ticket status notifications (ticketClosed, ticketReopened)
• Spam warnings (blockedSpam)
• Private chat messages (prvChatOpened, prvChatEnded)
• Reply salutations and sign-offs (dear, regards, regardsGroup)