Channels

Learn how channels work in initdesk inboxes, how to connect Telegram, and when to use one inbox or multiple inboxes.

An inbox is where customer messages become support tickets. Each inbox can now receive messages from multiple channels, starting with Email and Telegram.

Channels help your team support customers from different places without splitting the conversation workflow. A customer can reach you by email or Telegram, and your team can still triage, reply, assign, tag, and resolve tickets inside initdesk.

Open inbox channels

Go to Settings → Inboxes.
Select the inbox you want to configure.
Open the Channels tab.
Review the available channels for that inbox.
Connect or manage each channel from its channel card.

Available channels

Email

Email is available by default for each inbox. Messages sent to your initdesk inbox address, or forwarded from your own email provider, become support tickets in that inbox.

Use Email when customers contact you through support addresses like support@company.com, help@company.com, or product-specific inboxes.

When Telegram is connected to an inbox, incoming Telegram messages become support tickets in that inbox. Your team can manage those conversations alongside email tickets, with the same ticket workflow, assignments, tags, and internal collaboration.

Use Telegram when customers, communities, or partners already contact you through Telegram and you want those messages handled by your support team instead of a separate chat app.

Connect Telegram to an inbox

Go to Settings → Inboxes.
Select the inbox that should receive Telegram messages.
Open Channels.
Find the Telegram card.
Click Settings.
Follow the setup steps to connect your Telegram bot.

Once connected, Telegram appears as an active channel for that inbox.

WhatsApp and Discord

WhatsApp and Discord are in private beta.

If you want access for an inbox, go to Settings → Inboxes → Channels and request beta access from the channel card. We will review requests as availability expands.

When to add a channel vs create a new inbox

Add a channel to an existing inbox when the same team should handle those conversations with the same workflow, knowledge base, tone, and routing rules.

Create a separate inbox when the messages need a different team, product context, brand, workflow, or customer segment.

For example:

Use one Support inbox with Email and Telegram if the same support team handles both.
Create separate Sales and Support inboxes if those conversations need different owners or workflows.
Create a separate organization if the brand, policies, or knowledge base are completely different.

Who can access channel tickets

Channel messages follow the inbox they belong to.

Teammates who can access that inbox can see and work on tickets created from its connected channels. If someone should not see Telegram tickets for an inbox, review their inbox access and organization permissions.

Frequently asked questions

Does Telegram replace email?

No. Email remains available. Telegram is an additional channel you can connect to an inbox.

Can one inbox have both Email and Telegram?

Yes. An inbox can receive messages from multiple channels.

Do Telegram messages become normal tickets?

Yes. Telegram messages become support tickets in initdesk, so your team can assign, tag, reply, and resolve them from the inbox.

Should I create a new inbox for Telegram?

Only if Telegram conversations need a different team, workflow, or customer context. If the same team should handle them, connect Telegram to the existing inbox.

Are WhatsApp and Discord available?

WhatsApp and Discord are currently in private beta. You can request access from Settings → Inboxes → Channels.