A support desk in your messenger — with tickets and statuses

Customers create tickets right in Slack and check their status, operators update it, and all tickets and history are stored in Microsoft SQL.

  • Tickets created right in chat
  • Customers check status by number
  • Operators update status with a notification
  • All tickets and history in Microsoft SQL
Set it up for yourselfScriptera

How it works

To keep Slack and Microsoft SQL in sync, connect them with a ready-made scenario — changes flow automatically.

  1. Starts when: 01 Telegram Trigger: Intake + Status
  2. Check: 02 Switch: Route by Command
  3. If yes: Welcome Message
  4. If no: 03b FN: Parse Status Command
  5. Check: 03b IF: Has Valid Correlation ID Format
  6. If yes: 03b1 IF: Has Correlation ID
  7. If yes: 04b DB: Get Ticket Status
  8. Check: 04b1 IF: No Ticket Found
  9. If yes: Send a text message1
  10. If no: 04b0 IF: DB Lookup Failed?
  11. If yes: 05b0 Telegram: Status DB Error
  12. If no: 04b1 IF: Ticket Belongs To User
  13. If yes: 05b Telegram: Status Reply
  14. If no: 05b1 Telegram: Unauthorized Status Check
  15. If no: 05b Telegram: Status Reply (Error)
  16. If no: Send a text message2
  17. If no: 03a FN: Normalize + Hash
  18. Then: 04a DB: Upsert Ticket
  19. Then: 05a Telegram Ack
  20. If no: 03c FN: Parse Update Command
  21. Check: 03c0 IF: Is Operator
  22. If yes: 03c1 IF: Has Correlation ID
  23. If yes: 03c2 IF: Valid Status
  24. If yes: 04c DB: Update Ticket Status
  25. Then: 04c2 DB: Insert Audit Row
  26. Then: 04c1 DB: Get Ticket Owner
  27. Check: 04c1a IF: Resolved or In Progress
  28. If yes: 05c1a Telegram: Notify Resolved
  29. Check: Notify Failed?
  30. If yes: Execute a SQL query
  31. If no: 05c1b Telegram: Notify In Progress
  32. Then: 05c Telegram: Update Confirmation
  33. Check: 05c0 IF: Operator Reply Failed?
  34. If yes: Telegram: Admin Alert — Operator Reply Failed
  35. If no: 05c Telegram: Invalid Status
  36. If no: Send a text message
  37. If no: 05c0 Telegram: Unauthorized Update Attempt
  38. If no: Check Admin
  39. If yes: DB: List Tickets
  40. Then: Code in JavaScript
  41. Then: Send a text message4
  42. If no: Send a text message3
  43. If no: Telegram: Invalid Command

You can launch this Slack + Microsoft SQL integration in Scriptera: describe the task in plain words — the scenario is built, launched and monitored for you.

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