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🎫 Support Ticket Bot

A Telegram bot for managing support tickets using forum threads. Each ticket is created as a separate topic in a Telegram forum (supergroup with topics enabled), allowing organized support conversations.

Features

  • Thread-based Tickets: Each ticket is a separate forum topic for organized conversations
  • Admin-only Access: Only configured admins can manage and respond to tickets
  • Ticket Management: Open, close, and reopen tickets with ease
  • Priority System: Set ticket priorities (low, normal, high, urgent)
  • User Ban System: Ban abusive users from creating tickets
  • Internal Notes: Add private notes visible only to admins
  • Media Support: Forward photos, documents, videos, voice messages, and more
  • Canned Responses: Create and send predefined responses for common questions
  • Language Selection: English and Russian user flows
  • Ticket Stats: View ticket activity summaries from admin commands
  • Automatic Ticket Welcome: Send a configurable first support reply on new tickets
  • Business Hours Notice: Optionally warn users when a ticket is opened outside support hours
  • Onboarding Captcha: Require a verification step on first bot launch, with generated or custom questions
  • HWID Device Flow: Detect HWID/device-limit questions, auto-escalate the ticket, and let users remove panel devices with a cooldown
  • Web Admin Panel: React + TypeScript admin site for ticket triage, replies, notes, canned responses, bans, and auth management

Deployment Image Workflow

The repository includes a GitHub Actions workflow at .github/workflows/docker-image-tar.yml that builds two Docker image tarballs:

  • support-ticket-bot-<VERSION>-linux-amd64.tar
  • support-ticket-bot-<VERSION>-linux-arm64.tar

Release flow

  1. Create and push a Git tag such as 1.2.3: 
    git tag 1.2.3
git push origin 1.2.3
  2. Wait for the Build Docker Image Tar workflow to finish.
  3. Download the tarball that matches the target server architecture from the workflow artifacts or the GitHub Release assets.
  4. Load the image on the target server: 
    docker load -i support-ticket-bot-1.2.3-linux-amd64.tar
    For ARM64 servers, use: 
    docker load -i support-ticket-bot-1.2.3-linux-arm64.tar
  5. Set BOT_VERSION=1.2.3 in .env.
  6. Start or update the stack: 
    docker compose up -d

The Compose file bind-mounts local config.yaml into the container as /app/config.yaml, so config edits do not require rebuilding the image. After changing config.yaml, restart the bot container:

docker compose restart support-ticket-bot

The workflow creates a GitHub Release named <VERSION>, attaches the .tar file and checksum, and uses GitHub's standard Generate release notes output for the release description.

The loaded image tag will be support-ticket-bot:<VERSION>, and docker-compose.yml uses BOT_VERSION to select that exact image version.

Minimum .env example for the image version:

BOT_VERSION=1.2.3

SeaweedFS upload workflow

The repository also includes .github/workflows/release-to-seaweedfs.yml. It runs on every published GitHub Release, downloads the release .tar assets, and uploads them to SeaweedFS through its S3-compatible endpoint.

Required repository secrets:

  • SEAWEEDFS_S3_ENDPOINT
  • SEAWEEDFS_S3_BUCKET
  • SEAWEEDFS_S3_ACCESS_KEY_ID
  • SEAWEEDFS_S3_SECRET_ACCESS_KEY

Optional repository secrets:

  • SEAWEEDFS_S3_REGION (defaults to us-east-1 when empty)
  • SEAWEEDFS_S3_PREFIX (for example telegram-support-bot/releases)

Uploaded object path format:

s3://<bucket>/<prefix>/<version>/<filename>.tar

Web Admin Panel

The repository now includes a built-in admin panel under web/admin-ui and a Go HTTP server under internal/web.

For local source-based runs outside Docker, build the frontend once before starting the bot:

cd web/admin-ui
npm install
npm run build

What the panel covers

  • Dashboard summary for ticket activity
  • Ticket list with open/all/closed filters
  • Ticket detail view with replies, priority changes, close/reopen, notes, and HTML export
  • Canned responses management
  • Banned users management
  • Authentication and passkey management

Supported authentication methods

Only these methods are enabled in the codebase:

  • Password
  • Passkey
  • Telegram Login Widget
  • GitHub OAuth

No generic OAuth, Keycloak, Pocket ID, or Yandex auth is included.

Environment variables

WEB_ADMIN_ENABLED=trueWEB_ADMIN_LISTEN_ADDR=:8080WEB_ADMIN_PUBLIC_URL=https://support.example.com# Optional. Defaults to the path part of WEB_ADMIN_PUBLIC_URL, or / when there is none.# WEB_ADMIN_BASE_PATH=/WEB_ADMIN_SESSION_COOKIE_NAME=support_admin_sessionWEB_ADMIN_SESSION_TTL_HOURS=168WEB_AUTH_PASSWORD_ENABLED=trueWEB_AUTH_PASSWORD_USERS=admin:$2a$10$replace_with_bcrypt_hashWEB_AUTH_PASSKEY_ENABLED=trueWEB_AUTH_PASSKEY_DISPLAY_NAME=Support Ticket Bot AdminWEB_AUTH_GITHUB_ENABLED=trueWEB_AUTH_GITHUB_CLIENT_ID=your_github_client_idWEB_AUTH_GITHUB_CLIENT_SECRET=your_github_client_secretWEB_AUTH_GITHUB_ALLOWED_EMAILS=ops@example.comWEB_AUTH_GITHUB_ALLOWED_LOGINS=your-github-loginWEB_AUTH_TELEGRAM_ENABLED=trueWEB_AUTH_TELEGRAM_ALLOWED_IDS=123456789,987654321VALKEY_ADDR=/run/support-ticket-valkey/valkey.sockVALKEY_PASSWORD=VALKEY_DB=0

Notes:

  • WEB_ADMIN_PUBLIC_URL should be the public admin URL that users actually open in the browser.
  • WEB_ADMIN_BASE_PATH is optional. If you omit it, the app uses the path from WEB_ADMIN_PUBLIC_URL; if the URL has no path, the admin UI is served from /.
  • Passkeys derive RP ID and allowed origin from WEB_ADMIN_PUBLIC_URL.
  • GitHub auth requires at least one allowlist entry in WEB_AUTH_GITHUB_ALLOWED_EMAILS or WEB_AUTH_GITHUB_ALLOWED_LOGINS.
  • If WEB_AUTH_TELEGRAM_ALLOWED_IDS is empty, ADMIN_IDS is used automatically.
  • Password auth expects bcrypt hashes in WEB_AUTH_PASSWORD_USERS.

Reverse proxy

The bot container listens on :8080 for the web admin. In Docker Compose the service is reachable on the shared Docker network as http://support-ticket-bot:8080.

Always proxy /api/admin/ to the bot container.

For the frontend path:

  • proxy / when WEB_ADMIN_PUBLIC_URL is on the domain root or WEB_ADMIN_BASE_PATH=/
  • proxy /admin/ when WEB_ADMIN_PUBLIC_URL uses /admin

If SWAG runs in a different Compose stack, attach it to the same Docker network first. This repository now creates that network with the fixed name support-ticket-bot, so SWAG can join it as an external network:

networks:
support-ticket-bot:
external: true

Then add that network to the SWAG service and use proxy_pass http://support-ticket-bot:8080;.

Example Nginx location blocks for root deployment:

location / {proxy_passhttp://support-ticket-bot:8080;proxy_set_header Host $host;proxy_set_header X-Forwarded-For $proxy_add_x_forwarded_for;proxy_set_header X-Forwarded-Proto $scheme;}location /api/admin/ {proxy_passhttp://support-ticket-bot:8080;proxy_set_header Host $host;proxy_set_header X-Forwarded-For $proxy_add_x_forwarded_for;proxy_set_header X-Forwarded-Proto $scheme;}

Example Nginx location blocks for /admin deployment:

location /admin/ {proxy_passhttp://support-ticket-bot:8080;proxy_set_header Host $host;proxy_set_header X-Forwarded-For $proxy_add_x_forwarded_for;proxy_set_header X-Forwarded-Proto $scheme;}location /api/admin/ {proxy_passhttp://support-ticket-bot:8080;proxy_set_header Host $host;proxy_set_header X-Forwarded-For $proxy_add_x_forwarded_for;proxy_set_header X-Forwarded-Proto $scheme;}

Valkey

The Docker Compose stack now always starts a bundled Valkey container. It is used for:

  • web admin sessions
  • GitHub OAuth state
  • passkey registration/login ceremony state

Recommended VALKEY_ADDR inside Docker is the shared UNIX socket path:

VALKEY_ADDR=/run/support-ticket-valkey/valkey.sock

The bundled Valkey service also keeps TCP on support-ticket-valkey:6379, so existing configs continue to work. If VALKEY_ADDR is empty, the bot still falls back to an in-memory store.

Commands

User Commands (in private chat with bot)

CommandDescription
/startStart the bot and see welcome message
/newticketCreate a new support ticket
/myticketsView your tickets
/cancelCancel current operation
/languageChange your language

Admin Commands

CommandDescription
/helpShow admin help
/ticketsList all open tickets
/closeClose current ticket (in ticket thread)
/reopenReopen closed ticket (in ticket thread)
/priority [level]Set ticket priority (low/normal/high/urgent)
/infoView ticket details
/ban [user_id] [reason]Ban user from creating tickets
/unban [user_id]Unban user
/bannedList all banned users
/note [text]Add internal note (admin-only)
/notesView ticket notes
/stats [days]View ticket statistics
/cannedList canned responses
/addcanned [shortcut] [title] | [content]Add a canned response
/delcanned [shortcut]Delete a canned response
/[shortcut]Send a canned response inside a ticket thread

Configuration (config.yaml)

bot:
log_level: infotickets:
auto_close_hours: 0# Auto-close after X hours (0 = disabled)max_open_per_user: 3# Maximum open tickets per usernumber_prefix: "TKT"# Ticket number prefixpriority_enabled: truedefault_priority: normalcaptcha:
enabled: truetype: custom # math, button, text, customtimeout_seconds: 120questions:
- question: "How much is 2 + 2?"correct_answer: "4"options: ["3", "4", "5", "6"]
- question: "Tap the word Support"correct_answer: "Support"options: ["Ticket", "Support", "Panel", "Hello"]hwid:
enabled: truedelete_cooldown_hours: 24trigger_keywords:
- "hwid"
- "хвид"
- "удалить устройство"
- "лимит устройств"
- "delete device"
- "device limit"business_hours:
enabled: truetimezone: "Europe/Moscow"start: "10:00"end: "19:00"messages:
welcome: | 👋 Welcome to Support! Send me a message to create a ticket.ticket_created: | ✅ Ticket #{ticket_number} created!ticket_welcome: | 👋 <b>Hello!</b> Your ticket #{ticket_number} is now open. You can send any extra details in this chat at any time.ticket_welcome_ru: | 👋 <b>Здравствуйте!</b> Ваш тикет #{ticket_number} открыт. Вы можете отправить дополнительные детали в этом чате в любое время.ticket_out_of_hours: | 🌙 <b>We are currently outside business hours.</b> We received your ticket #{ticket_number} and will reply during working hours. <b>Support hours:</b> <code>{working_hours}</code>.ticket_out_of_hours_ru: | 🌙 <b>Сейчас нерабочее время.</b> Мы получили ваш тикет #{ticket_number} и ответим в рабочие часы. <b>Часы поддержки:</b> <code>{working_hours}</code>.ticket_closed: | 🔒 Ticket #{ticket_number} has been closed.

Optional .env values for panel integration:

REMNAWAVE_URL=https://panel.example.comREMNAWAVE_TOKEN=your_remnawave_token_hereREMNAWAVE_MODE=remoteREMNAWAVE_HEADERS=

Database Migrations

The bot uses golang-migrate for database schema management. Migrations run automatically on startup.

Migration Files

Located in internal/database/migrations/:

000001_initial_schema.up.sql # Creates tables
000001_initial_schema.down.sql # Drops tables (rollback)
000002_sync_tickets_id_sequence.up.sql
000002_sync_tickets_id_sequence.down.sql
000003_add_hwid_delete_tracking.up.sql
000003_add_hwid_delete_tracking.down.sql
000004_add_user_onboarding.up.sql
000004_add_user_onboarding.down.sql

Adding New Migrations

  1. Create a new migration file pair:

    000002_add_feature.up.sql
000002_add_feature.down.sql

  2. Write your SQL changes in the .up.sql file

  3. Write the rollback in the .down.sql file

  4. Restart the bot - migrations run automatically

Manual Migration Commands

If you need to manage migrations manually:

# Install migrate CLI
go install -tags 'postgres' github.com/golang-migrate/migrate/v4/cmd/migrate@latest
# Run migrations up
migrate -path internal/database/migrations -database "postgres://user:pass@localhost:5432/dbname?sslmode=disable" up
# Rollback one migration
migrate -path internal/database/migrations -database "postgres://user:pass@localhost:5432/dbname?sslmode=disable" down 1
# Check current version
migrate -path internal/database/migrations -database "postgres://user:pass@localhost:5432/dbname?sslmode=disable" version

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GitHub - prettyleaf/telegram-support-bot: A Telegram bot for managing support tickets using forum threads · GitHub
Skip to content
BranchesTags
Repository files navigation
🎫 Support Ticket Bot
A Telegram bot for managing support tickets using forum threads. Each ticket is created as a separate topic in a Telegram forum (supergroup with topics enabled), allowing organized support conversations.
Features
  • Thread-based Tickets: Each ticket is a separate forum topic for organized conversations
  • Admin-only Access: Only configured admins can manage and respond to tickets
  • Ticket Management: Open, close, and reopen tickets with ease
  • Priority System: Set ticket priorities (low, normal, high, urgent)
  • User Ban System: Ban abusive users from creating tickets
  • Internal Notes: Add private notes visible only to admins
  • Media Support: Forward photos, documents, videos, voice messages, and more
  • Canned Responses: Create and send predefined responses for common questions
  • Language Selection: English and Russian user flows
  • Ticket Stats: View ticket activity summaries from admin commands
  • Automatic Ticket Welcome: Send a configurable first support reply on new tickets
  • Business Hours Notice: Optionally warn users when a ticket is opened outside support hours
  • Onboarding Captcha: Require a verification step on first bot launch, with generated or custom questions
  • HWID Device Flow: Detect HWID/device-limit questions, auto-escalate the ticket, and let users remove panel devices with a cooldown
  • Web Admin Panel: React + TypeScript admin site for ticket triage, replies, notes, canned responses, bans, and auth management
Deployment Image Workflow
The repository includes a GitHub Actions workflow at .github/workflows/docker-image-tar.yml that builds two Docker image tarballs:
  • support-ticket-bot-<VERSION>-linux-amd64.tar
  • support-ticket-bot-<VERSION>-linux-arm64.tar
Release flow
  1. Create and push a Git tag such as 1.2.3:

    git tag 1.2.3
git push origin 1.2.3
  2. Wait for the Build Docker Image Tar workflow to finish.
  3. Download the tarball that matches the target server architecture from the workflow artifacts or the GitHub Release assets.
  4. Load the image on the target server:

    docker load -i support-ticket-bot-1.2.3-linux-amd64.tar
    
For ARM64 servers, use:

    docker load -i support-ticket-bot-1.2.3-linux-arm64.tar
  5. Set BOT_VERSION=1.2.3 in .env.
  6. Start or update the stack:

    docker compose up -d
The Compose file bind-mounts local config.yaml into the container as /app/config.yaml, so config edits do not require rebuilding the image. After changing config.yaml, restart the bot container:
docker compose restart support-ticket-bot
The workflow creates a GitHub Release named <VERSION>, attaches the .tar file and checksum, and uses GitHub's standard Generate release notes output for the release description.
The loaded image tag will be support-ticket-bot:<VERSION>, and docker-compose.yml uses BOT_VERSION to select that exact image version.
Minimum .env example for the image version:
BOT_VERSION=1.2.3
SeaweedFS upload workflow
The repository also includes .github/workflows/release-to-seaweedfs.yml. It runs on every published GitHub Release, downloads the release .tar assets, and uploads them to SeaweedFS through its S3-compatible endpoint.
Required repository secrets:
  • SEAWEEDFS_S3_ENDPOINT
  • SEAWEEDFS_S3_BUCKET
  • SEAWEEDFS_S3_ACCESS_KEY_ID
  • SEAWEEDFS_S3_SECRET_ACCESS_KEY
Optional repository secrets:
  • SEAWEEDFS_S3_REGION (defaults to us-east-1 when empty)
  • SEAWEEDFS_S3_PREFIX (for example telegram-support-bot/releases)
Uploaded object path format:
s3://<bucket>/<prefix>/<version>/<filename>.tar

Web Admin Panel
The repository now includes a built-in admin panel under web/admin-ui and a Go HTTP server under internal/web.
For local source-based runs outside Docker, build the frontend once before starting the bot:
cd web/admin-ui
npm install
npm run build
What the panel covers
  • Dashboard summary for ticket activity
  • Ticket list with open/all/closed filters
  • Ticket detail view with replies, priority changes, close/reopen, notes, and HTML export
  • Canned responses management
  • Banned users management
  • Authentication and passkey management
Supported authentication methods
Only these methods are enabled in the codebase:
  • Password
  • Passkey
  • Telegram Login Widget
  • GitHub OAuth
No generic OAuth, Keycloak, Pocket ID, or Yandex auth is included.
Environment variables
WEB_ADMIN_ENABLED=trueWEB_ADMIN_LISTEN_ADDR=:8080WEB_ADMIN_PUBLIC_URL=https://support.example.com# Optional. Defaults to the path part of WEB_ADMIN_PUBLIC_URL, or / when there is none.# WEB_ADMIN_BASE_PATH=/WEB_ADMIN_SESSION_COOKIE_NAME=support_admin_sessionWEB_ADMIN_SESSION_TTL_HOURS=168WEB_AUTH_PASSWORD_ENABLED=trueWEB_AUTH_PASSWORD_USERS=admin:$2a$10$replace_with_bcrypt_hashWEB_AUTH_PASSKEY_ENABLED=trueWEB_AUTH_PASSKEY_DISPLAY_NAME=Support Ticket Bot AdminWEB_AUTH_GITHUB_ENABLED=trueWEB_AUTH_GITHUB_CLIENT_ID=your_github_client_idWEB_AUTH_GITHUB_CLIENT_SECRET=your_github_client_secretWEB_AUTH_GITHUB_ALLOWED_EMAILS=ops@example.comWEB_AUTH_GITHUB_ALLOWED_LOGINS=your-github-loginWEB_AUTH_TELEGRAM_ENABLED=trueWEB_AUTH_TELEGRAM_ALLOWED_IDS=123456789,987654321VALKEY_ADDR=/run/support-ticket-valkey/valkey.sockVALKEY_PASSWORD=VALKEY_DB=0
Notes:
  • WEB_ADMIN_PUBLIC_URL should be the public admin URL that users actually open in the browser.
  • WEB_ADMIN_BASE_PATH is optional. If you omit it, the app uses the path from WEB_ADMIN_PUBLIC_URL; if the URL has no path, the admin UI is served from /.
  • Passkeys derive RP ID and allowed origin from WEB_ADMIN_PUBLIC_URL.
  • GitHub auth requires at least one allowlist entry in WEB_AUTH_GITHUB_ALLOWED_EMAILS or WEB_AUTH_GITHUB_ALLOWED_LOGINS.
  • If WEB_AUTH_TELEGRAM_ALLOWED_IDS is empty, ADMIN_IDS is used automatically.
  • Password auth expects bcrypt hashes in WEB_AUTH_PASSWORD_USERS.
Reverse proxy
The bot container listens on :8080 for the web admin. In Docker Compose the service is reachable on the shared Docker network as http://support-ticket-bot:8080.
Always proxy /api/admin/ to the bot container.
For the frontend path:
  • proxy / when WEB_ADMIN_PUBLIC_URL is on the domain root or WEB_ADMIN_BASE_PATH=/
  • proxy /admin/ when WEB_ADMIN_PUBLIC_URL uses /admin
If SWAG runs in a different Compose stack, attach it to the same Docker network first. This repository now creates that network with the fixed name support-ticket-bot, so SWAG can join it as an external network:
networks:
support-ticket-bot:
external: true
Then add that network to the SWAG service and use proxy_pass http://support-ticket-bot:8080;.
Example Nginx location blocks for root deployment:
location / {proxy_passhttp://support-ticket-bot:8080;proxy_set_header Host $host;proxy_set_header X-Forwarded-For $proxy_add_x_forwarded_for;proxy_set_header X-Forwarded-Proto $scheme;}location /api/admin/ {proxy_passhttp://support-ticket-bot:8080;proxy_set_header Host $host;proxy_set_header X-Forwarded-For $proxy_add_x_forwarded_for;proxy_set_header X-Forwarded-Proto $scheme;}
Example Nginx location blocks for /admin deployment:
location /admin/ {proxy_passhttp://support-ticket-bot:8080;proxy_set_header Host $host;proxy_set_header X-Forwarded-For $proxy_add_x_forwarded_for;proxy_set_header X-Forwarded-Proto $scheme;}location /api/admin/ {proxy_passhttp://support-ticket-bot:8080;proxy_set_header Host $host;proxy_set_header X-Forwarded-For $proxy_add_x_forwarded_for;proxy_set_header X-Forwarded-Proto $scheme;}
Valkey
The Docker Compose stack now always starts a bundled Valkey container. It is used for:
  • web admin sessions
  • GitHub OAuth state
  • passkey registration/login ceremony state
Recommended VALKEY_ADDR inside Docker is the shared UNIX socket path:
VALKEY_ADDR=/run/support-ticket-valkey/valkey.sock
The bundled Valkey service also keeps TCP on support-ticket-valkey:6379, so existing configs continue to work. If VALKEY_ADDR is empty, the bot still falls back to an in-memory store.
Commands
User Commands (in private chat with bot)
CommandDescription
/startStart the bot and see welcome message
/newticketCreate a new support ticket
/myticketsView your tickets
/cancelCancel current operation
/languageChange your language
Admin Commands
CommandDescription
/helpShow admin help
/ticketsList all open tickets
/closeClose current ticket (in ticket thread)
/reopenReopen closed ticket (in ticket thread)
/priority [level]Set ticket priority (low/normal/high/urgent)
/infoView ticket details
/ban [user_id] [reason]Ban user from creating tickets
/unban [user_id]Unban user
/bannedList all banned users
/note [text]Add internal note (admin-only)
/notesView ticket notes
/stats [days]View ticket statistics
/cannedList canned responses
/addcanned [shortcut] [title] | [content]Add a canned response
/delcanned [shortcut]Delete a canned response
/[shortcut]Send a canned response inside a ticket thread
Configuration (config.yaml)
bot:
log_level: infotickets:
auto_close_hours: 0# Auto-close after X hours (0 = disabled)max_open_per_user: 3# Maximum open tickets per usernumber_prefix: "TKT"# Ticket number prefixpriority_enabled: truedefault_priority: normalcaptcha:
enabled: truetype: custom # math, button, text, customtimeout_seconds: 120questions:
- question: "How much is 2 + 2?"correct_answer: "4"options: ["3", "4", "5", "6"]
- question: "Tap the word Support"correct_answer: "Support"options: ["Ticket", "Support", "Panel", "Hello"]hwid:
enabled: truedelete_cooldown_hours: 24trigger_keywords:
- "hwid"
- "хвид"
- "удалить устройство"
- "лимит устройств"
- "delete device"
- "device limit"business_hours:
enabled: truetimezone: "Europe/Moscow"start: "10:00"end: "19:00"messages:
welcome: | 👋 Welcome to Support! Send me a message to create a ticket.ticket_created: | ✅ Ticket #{ticket_number} created!ticket_welcome: | 👋 <b>Hello!</b> Your ticket #{ticket_number} is now open. You can send any extra details in this chat at any time.ticket_welcome_ru: | 👋 <b>Здравствуйте!</b> Ваш тикет #{ticket_number} открыт. Вы можете отправить дополнительные детали в этом чате в любое время.ticket_out_of_hours: | 🌙 <b>We are currently outside business hours.</b> We received your ticket #{ticket_number} and will reply during working hours. <b>Support hours:</b> <code>{working_hours}</code>.ticket_out_of_hours_ru: | 🌙 <b>Сейчас нерабочее время.</b> Мы получили ваш тикет #{ticket_number} и ответим в рабочие часы. <b>Часы поддержки:</b> <code>{working_hours}</code>.ticket_closed: | 🔒 Ticket #{ticket_number} has been closed.
Optional .env values for panel integration:
REMNAWAVE_URL=https://panel.example.comREMNAWAVE_TOKEN=your_remnawave_token_hereREMNAWAVE_MODE=remoteREMNAWAVE_HEADERS=
Database Migrations
The bot uses golang-migrate for database schema management. Migrations run automatically on startup.
Migration Files
Located in internal/database/migrations/:
000001_initial_schema.up.sql # Creates tables
000001_initial_schema.down.sql # Drops tables (rollback)
000002_sync_tickets_id_sequence.up.sql
000002_sync_tickets_id_sequence.down.sql
000003_add_hwid_delete_tracking.up.sql
000003_add_hwid_delete_tracking.down.sql
000004_add_user_onboarding.up.sql
000004_add_user_onboarding.down.sql

Adding New Migrations
  1. Create a new migration file pair:
    000002_add_feature.up.sql
000002_add_feature.down.sql

  2. Write your SQL changes in the .up.sql file
  3. Write the rollback in the .down.sql file
  4. Restart the bot - migrations run automatically
Manual Migration Commands
If you need to manage migrations manually:
# Install migrate CLI
go install -tags 'postgres' github.com/golang-migrate/migrate/v4/cmd/migrate@latest
# Run migrations up
migrate -path internal/database/migrations -database "postgres://user:pass@localhost:5432/dbname?sslmode=disable" up
# Rollback one migration
migrate -path internal/database/migrations -database "postgres://user:pass@localhost:5432/dbname?sslmode=disable" down 1
# Check current version
migrate -path internal/database/migrations -database "postgres://user:pass@localhost:5432/dbname?sslmode=disable" version
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GitHub - prettyleaf/telegram-support-bot: A Telegram bot for managing support tickets using forum threads · GitHub
Skip to content
BranchesTags
Repository files navigation
🎫 Support Ticket Bot
A Telegram bot for managing support tickets using forum threads. Each ticket is created as a separate topic in a Telegram forum (supergroup with topics enabled), allowing organized support conversations.
Features
  • Thread-based Tickets: Each ticket is a separate forum topic for organized conversations
  • Admin-only Access: Only configured admins can manage and respond to tickets
  • Ticket Management: Open, close, and reopen tickets with ease
  • Priority System: Set ticket priorities (low, normal, high, urgent)
  • User Ban System: Ban abusive users from creating tickets
  • Internal Notes: Add private notes visible only to admins
  • Media Support: Forward photos, documents, videos, voice messages, and more
  • Canned Responses: Create and send predefined responses for common questions
  • Language Selection: English and Russian user flows
  • Ticket Stats: View ticket activity summaries from admin commands
  • Automatic Ticket Welcome: Send a configurable first support reply on new tickets
  • Business Hours Notice: Optionally warn users when a ticket is opened outside support hours
  • Onboarding Captcha: Require a verification step on first bot launch, with generated or custom questions
  • HWID Device Flow: Detect HWID/device-limit questions, auto-escalate the ticket, and let users remove panel devices with a cooldown
  • Web Admin Panel: React + TypeScript admin site for ticket triage, replies, notes, canned responses, bans, and auth management
Deployment Image Workflow
The repository includes a GitHub Actions workflow at .github/workflows/docker-image-tar.yml that builds two Docker image tarballs:
  • support-ticket-bot-<VERSION>-linux-amd64.tar
  • support-ticket-bot-<VERSION>-linux-arm64.tar
Release flow
  1. Create and push a Git tag such as 1.2.3:

    git tag 1.2.3
git push origin 1.2.3
  2. Wait for the Build Docker Image Tar workflow to finish.
  3. Download the tarball that matches the target server architecture from the workflow artifacts or the GitHub Release assets.
  4. Load the image on the target server:

    docker load -i support-ticket-bot-1.2.3-linux-amd64.tar
    
For ARM64 servers, use:

    docker load -i support-ticket-bot-1.2.3-linux-arm64.tar
  5. Set BOT_VERSION=1.2.3 in .env.
  6. Start or update the stack:

    docker compose up -d
The Compose file bind-mounts local config.yaml into the container as /app/config.yaml, so config edits do not require rebuilding the image. After changing config.yaml, restart the bot container:
docker compose restart support-ticket-bot
The workflow creates a GitHub Release named <VERSION>, attaches the .tar file and checksum, and uses GitHub's standard Generate release notes output for the release description.
The loaded image tag will be support-ticket-bot:<VERSION>, and docker-compose.yml uses BOT_VERSION to select that exact image version.
Minimum .env example for the image version:
BOT_VERSION=1.2.3
SeaweedFS upload workflow
The repository also includes .github/workflows/release-to-seaweedfs.yml. It runs on every published GitHub Release, downloads the release .tar assets, and uploads them to SeaweedFS through its S3-compatible endpoint.
Required repository secrets:
  • SEAWEEDFS_S3_ENDPOINT
  • SEAWEEDFS_S3_BUCKET
  • SEAWEEDFS_S3_ACCESS_KEY_ID
  • SEAWEEDFS_S3_SECRET_ACCESS_KEY
Optional repository secrets:
  • SEAWEEDFS_S3_REGION (defaults to us-east-1 when empty)
  • SEAWEEDFS_S3_PREFIX (for example telegram-support-bot/releases)
Uploaded object path format:
s3://<bucket>/<prefix>/<version>/<filename>.tar

Web Admin Panel
The repository now includes a built-in admin panel under web/admin-ui and a Go HTTP server under internal/web.
For local source-based runs outside Docker, build the frontend once before starting the bot:
cd web/admin-ui
npm install
npm run build
What the panel covers
  • Dashboard summary for ticket activity
  • Ticket list with open/all/closed filters
  • Ticket detail view with replies, priority changes, close/reopen, notes, and HTML export
  • Canned responses management
  • Banned users management
  • Authentication and passkey management
Supported authentication methods
Only these methods are enabled in the codebase:
  • Password
  • Passkey
  • Telegram Login Widget
  • GitHub OAuth
No generic OAuth, Keycloak, Pocket ID, or Yandex auth is included.
Environment variables
WEB_ADMIN_ENABLED=trueWEB_ADMIN_LISTEN_ADDR=:8080WEB_ADMIN_PUBLIC_URL=https://support.example.com# Optional. Defaults to the path part of WEB_ADMIN_PUBLIC_URL, or / when there is none.# WEB_ADMIN_BASE_PATH=/WEB_ADMIN_SESSION_COOKIE_NAME=support_admin_sessionWEB_ADMIN_SESSION_TTL_HOURS=168WEB_AUTH_PASSWORD_ENABLED=trueWEB_AUTH_PASSWORD_USERS=admin:$2a$10$replace_with_bcrypt_hashWEB_AUTH_PASSKEY_ENABLED=trueWEB_AUTH_PASSKEY_DISPLAY_NAME=Support Ticket Bot AdminWEB_AUTH_GITHUB_ENABLED=trueWEB_AUTH_GITHUB_CLIENT_ID=your_github_client_idWEB_AUTH_GITHUB_CLIENT_SECRET=your_github_client_secretWEB_AUTH_GITHUB_ALLOWED_EMAILS=ops@example.comWEB_AUTH_GITHUB_ALLOWED_LOGINS=your-github-loginWEB_AUTH_TELEGRAM_ENABLED=trueWEB_AUTH_TELEGRAM_ALLOWED_IDS=123456789,987654321VALKEY_ADDR=/run/support-ticket-valkey/valkey.sockVALKEY_PASSWORD=VALKEY_DB=0
Notes:
  • WEB_ADMIN_PUBLIC_URL should be the public admin URL that users actually open in the browser.
  • WEB_ADMIN_BASE_PATH is optional. If you omit it, the app uses the path from WEB_ADMIN_PUBLIC_URL; if the URL has no path, the admin UI is served from /.
  • Passkeys derive RP ID and allowed origin from WEB_ADMIN_PUBLIC_URL.
  • GitHub auth requires at least one allowlist entry in WEB_AUTH_GITHUB_ALLOWED_EMAILS or WEB_AUTH_GITHUB_ALLOWED_LOGINS.
  • If WEB_AUTH_TELEGRAM_ALLOWED_IDS is empty, ADMIN_IDS is used automatically.
  • Password auth expects bcrypt hashes in WEB_AUTH_PASSWORD_USERS.
Reverse proxy
The bot container listens on :8080 for the web admin. In Docker Compose the service is reachable on the shared Docker network as http://support-ticket-bot:8080.
Always proxy /api/admin/ to the bot container.
For the frontend path:
  • proxy / when WEB_ADMIN_PUBLIC_URL is on the domain root or WEB_ADMIN_BASE_PATH=/
  • proxy /admin/ when WEB_ADMIN_PUBLIC_URL uses /admin
If SWAG runs in a different Compose stack, attach it to the same Docker network first. This repository now creates that network with the fixed name support-ticket-bot, so SWAG can join it as an external network:
networks:
support-ticket-bot:
external: true
Then add that network to the SWAG service and use proxy_pass http://support-ticket-bot:8080;.
Example Nginx location blocks for root deployment:
location / {proxy_passhttp://support-ticket-bot:8080;proxy_set_header Host $host;proxy_set_header X-Forwarded-For $proxy_add_x_forwarded_for;proxy_set_header X-Forwarded-Proto $scheme;}location /api/admin/ {proxy_passhttp://support-ticket-bot:8080;proxy_set_header Host $host;proxy_set_header X-Forwarded-For $proxy_add_x_forwarded_for;proxy_set_header X-Forwarded-Proto $scheme;}
Example Nginx location blocks for /admin deployment:
location /admin/ {proxy_passhttp://support-ticket-bot:8080;proxy_set_header Host $host;proxy_set_header X-Forwarded-For $proxy_add_x_forwarded_for;proxy_set_header X-Forwarded-Proto $scheme;}location /api/admin/ {proxy_passhttp://support-ticket-bot:8080;proxy_set_header Host $host;proxy_set_header X-Forwarded-For $proxy_add_x_forwarded_for;proxy_set_header X-Forwarded-Proto $scheme;}
Valkey
The Docker Compose stack now always starts a bundled Valkey container. It is used for:
  • web admin sessions
  • GitHub OAuth state
  • passkey registration/login ceremony state
Recommended VALKEY_ADDR inside Docker is the shared UNIX socket path:
VALKEY_ADDR=/run/support-ticket-valkey/valkey.sock
The bundled Valkey service also keeps TCP on support-ticket-valkey:6379, so existing configs continue to work. If VALKEY_ADDR is empty, the bot still falls back to an in-memory store.
Commands
User Commands (in private chat with bot)
CommandDescription
/startStart the bot and see welcome message
/newticketCreate a new support ticket
/myticketsView your tickets
/cancelCancel current operation
/languageChange your language
Admin Commands
CommandDescription
/helpShow admin help
/ticketsList all open tickets
/closeClose current ticket (in ticket thread)
/reopenReopen closed ticket (in ticket thread)
/priority [level]Set ticket priority (low/normal/high/urgent)
/infoView ticket details
/ban [user_id] [reason]Ban user from creating tickets
/unban [user_id]Unban user
/bannedList all banned users
/note [text]Add internal note (admin-only)
/notesView ticket notes
/stats [days]View ticket statistics
/cannedList canned responses
/addcanned [shortcut] [title] | [content]Add a canned response
/delcanned [shortcut]Delete a canned response
/[shortcut]Send a canned response inside a ticket thread
Configuration (config.yaml)
bot:
log_level: infotickets:
auto_close_hours: 0# Auto-close after X hours (0 = disabled)max_open_per_user: 3# Maximum open tickets per usernumber_prefix: "TKT"# Ticket number prefixpriority_enabled: truedefault_priority: normalcaptcha:
enabled: truetype: custom # math, button, text, customtimeout_seconds: 120questions:
- question: "How much is 2 + 2?"correct_answer: "4"options: ["3", "4", "5", "6"]
- question: "Tap the word Support"correct_answer: "Support"options: ["Ticket", "Support", "Panel", "Hello"]hwid:
enabled: truedelete_cooldown_hours: 24trigger_keywords:
- "hwid"
- "хвид"
- "удалить устройство"
- "лимит устройств"
- "delete device"
- "device limit"business_hours:
enabled: truetimezone: "Europe/Moscow"start: "10:00"end: "19:00"messages:
welcome: | 👋 Welcome to Support! Send me a message to create a ticket.ticket_created: | ✅ Ticket #{ticket_number} created!ticket_welcome: | 👋 <b>Hello!</b> Your ticket #{ticket_number} is now open. You can send any extra details in this chat at any time.ticket_welcome_ru: | 👋 <b>Здравствуйте!</b> Ваш тикет #{ticket_number} открыт. Вы можете отправить дополнительные детали в этом чате в любое время.ticket_out_of_hours: | 🌙 <b>We are currently outside business hours.</b> We received your ticket #{ticket_number} and will reply during working hours. <b>Support hours:</b> <code>{working_hours}</code>.ticket_out_of_hours_ru: | 🌙 <b>Сейчас нерабочее время.</b> Мы получили ваш тикет #{ticket_number} и ответим в рабочие часы. <b>Часы поддержки:</b> <code>{working_hours}</code>.ticket_closed: | 🔒 Ticket #{ticket_number} has been closed.
Optional .env values for panel integration:
REMNAWAVE_URL=https://panel.example.comREMNAWAVE_TOKEN=your_remnawave_token_hereREMNAWAVE_MODE=remoteREMNAWAVE_HEADERS=
Database Migrations
The bot uses golang-migrate for database schema management. Migrations run automatically on startup.
Migration Files
Located in internal/database/migrations/:
000001_initial_schema.up.sql # Creates tables
000001_initial_schema.down.sql # Drops tables (rollback)
000002_sync_tickets_id_sequence.up.sql
000002_sync_tickets_id_sequence.down.sql
000003_add_hwid_delete_tracking.up.sql
000003_add_hwid_delete_tracking.down.sql
000004_add_user_onboarding.up.sql
000004_add_user_onboarding.down.sql

Adding New Migrations
  1. Create a new migration file pair:
    000002_add_feature.up.sql
000002_add_feature.down.sql

  2. Write your SQL changes in the .up.sql file
  3. Write the rollback in the .down.sql file
  4. Restart the bot - migrations run automatically
Manual Migration Commands
If you need to manage migrations manually:
# Install migrate CLI
go install -tags 'postgres' github.com/golang-migrate/migrate/v4/cmd/migrate@latest
# Run migrations up
migrate -path internal/database/migrations -database "postgres://user:pass@localhost:5432/dbname?sslmode=disable" up
# Rollback one migration
migrate -path internal/database/migrations -database "postgres://user:pass@localhost:5432/dbname?sslmode=disable" down 1
# Check current version
migrate -path internal/database/migrations -database "postgres://user:pass@localhost:5432/dbname?sslmode=disable" version
About
A Telegram bot for managing support tickets using forum threads
Topics
remnawaveremnawave-bot
Resources
Readme
Activity
Stars
0 stars
Watchers
0 watching
Forks
0 forks
Report repository
Releases
Packages
Contributors
Languages

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GitHub - prettyleaf/telegram-support-bot: A Telegram bot for managing support tickets using forum threads · GitHub
Skip to content
BranchesTags
Repository files navigation
🎫 Support Ticket Bot
A Telegram bot for managing support tickets using forum threads. Each ticket is created as a separate topic in a Telegram forum (supergroup with topics enabled), allowing organized support conversations.
Features
  • Thread-based Tickets: Each ticket is a separate forum topic for organized conversations
  • Admin-only Access: Only configured admins can manage and respond to tickets
  • Ticket Management: Open, close, and reopen tickets with ease
  • Priority System: Set ticket priorities (low, normal, high, urgent)
  • User Ban System: Ban abusive users from creating tickets
  • Internal Notes: Add private notes visible only to admins
  • Media Support: Forward photos, documents, videos, voice messages, and more
  • Canned Responses: Create and send predefined responses for common questions
  • Language Selection: English and Russian user flows
  • Ticket Stats: View ticket activity summaries from admin commands
  • Automatic Ticket Welcome: Send a configurable first support reply on new tickets
  • Business Hours Notice: Optionally warn users when a ticket is opened outside support hours
  • Onboarding Captcha: Require a verification step on first bot launch, with generated or custom questions
  • HWID Device Flow: Detect HWID/device-limit questions, auto-escalate the ticket, and let users remove panel devices with a cooldown
  • Web Admin Panel: React + TypeScript admin site for ticket triage, replies, notes, canned responses, bans, and auth management
Deployment Image Workflow
The repository includes a GitHub Actions workflow at .github/workflows/docker-image-tar.yml that builds two Docker image tarballs:
  • support-ticket-bot-<VERSION>-linux-amd64.tar
  • support-ticket-bot-<VERSION>-linux-arm64.tar
Release flow
  1. Create and push a Git tag such as 1.2.3:

    git tag 1.2.3
git push origin 1.2.3
  2. Wait for the Build Docker Image Tar workflow to finish.
  3. Download the tarball that matches the target server architecture from the workflow artifacts or the GitHub Release assets.
  4. Load the image on the target server:

    docker load -i support-ticket-bot-1.2.3-linux-amd64.tar
    
For ARM64 servers, use:

    docker load -i support-ticket-bot-1.2.3-linux-arm64.tar
  5. Set BOT_VERSION=1.2.3 in .env.
  6. Start or update the stack:

    docker compose up -d
The Compose file bind-mounts local config.yaml into the container as /app/config.yaml, so config edits do not require rebuilding the image. After changing config.yaml, restart the bot container:
docker compose restart support-ticket-bot
The workflow creates a GitHub Release named <VERSION>, attaches the .tar file and checksum, and uses GitHub's standard Generate release notes output for the release description.
The loaded image tag will be support-ticket-bot:<VERSION>, and docker-compose.yml uses BOT_VERSION to select that exact image version.
Minimum .env example for the image version:
BOT_VERSION=1.2.3
SeaweedFS upload workflow
The repository also includes .github/workflows/release-to-seaweedfs.yml. It runs on every published GitHub Release, downloads the release .tar assets, and uploads them to SeaweedFS through its S3-compatible endpoint.
Required repository secrets:
  • SEAWEEDFS_S3_ENDPOINT
  • SEAWEEDFS_S3_BUCKET
  • SEAWEEDFS_S3_ACCESS_KEY_ID
  • SEAWEEDFS_S3_SECRET_ACCESS_KEY
Optional repository secrets:
  • SEAWEEDFS_S3_REGION (defaults to us-east-1 when empty)
  • SEAWEEDFS_S3_PREFIX (for example telegram-support-bot/releases)
Uploaded object path format:
s3://<bucket>/<prefix>/<version>/<filename>.tar

Web Admin Panel
The repository now includes a built-in admin panel under web/admin-ui and a Go HTTP server under internal/web.
For local source-based runs outside Docker, build the frontend once before starting the bot:
cd web/admin-ui
npm install
npm run build
What the panel covers
  • Dashboard summary for ticket activity
  • Ticket list with open/all/closed filters
  • Ticket detail view with replies, priority changes, close/reopen, notes, and HTML export
  • Canned responses management
  • Banned users management
  • Authentication and passkey management
Supported authentication methods
Only these methods are enabled in the codebase:
  • Password
  • Passkey
  • Telegram Login Widget
  • GitHub OAuth
No generic OAuth, Keycloak, Pocket ID, or Yandex auth is included.
Environment variables
WEB_ADMIN_ENABLED=trueWEB_ADMIN_LISTEN_ADDR=:8080WEB_ADMIN_PUBLIC_URL=https://support.example.com# Optional. Defaults to the path part of WEB_ADMIN_PUBLIC_URL, or / when there is none.# WEB_ADMIN_BASE_PATH=/WEB_ADMIN_SESSION_COOKIE_NAME=support_admin_sessionWEB_ADMIN_SESSION_TTL_HOURS=168WEB_AUTH_PASSWORD_ENABLED=trueWEB_AUTH_PASSWORD_USERS=admin:$2a$10$replace_with_bcrypt_hashWEB_AUTH_PASSKEY_ENABLED=trueWEB_AUTH_PASSKEY_DISPLAY_NAME=Support Ticket Bot AdminWEB_AUTH_GITHUB_ENABLED=trueWEB_AUTH_GITHUB_CLIENT_ID=your_github_client_idWEB_AUTH_GITHUB_CLIENT_SECRET=your_github_client_secretWEB_AUTH_GITHUB_ALLOWED_EMAILS=ops@example.comWEB_AUTH_GITHUB_ALLOWED_LOGINS=your-github-loginWEB_AUTH_TELEGRAM_ENABLED=trueWEB_AUTH_TELEGRAM_ALLOWED_IDS=123456789,987654321VALKEY_ADDR=/run/support-ticket-valkey/valkey.sockVALKEY_PASSWORD=VALKEY_DB=0
Notes:
  • WEB_ADMIN_PUBLIC_URL should be the public admin URL that users actually open in the browser.
  • WEB_ADMIN_BASE_PATH is optional. If you omit it, the app uses the path from WEB_ADMIN_PUBLIC_URL; if the URL has no path, the admin UI is served from /.
  • Passkeys derive RP ID and allowed origin from WEB_ADMIN_PUBLIC_URL.
  • GitHub auth requires at least one allowlist entry in WEB_AUTH_GITHUB_ALLOWED_EMAILS or WEB_AUTH_GITHUB_ALLOWED_LOGINS.
  • If WEB_AUTH_TELEGRAM_ALLOWED_IDS is empty, ADMIN_IDS is used automatically.
  • Password auth expects bcrypt hashes in WEB_AUTH_PASSWORD_USERS.
Reverse proxy
The bot container listens on :8080 for the web admin. In Docker Compose the service is reachable on the shared Docker network as http://support-ticket-bot:8080.
Always proxy /api/admin/ to the bot container.
For the frontend path:
  • proxy / when WEB_ADMIN_PUBLIC_URL is on the domain root or WEB_ADMIN_BASE_PATH=/
  • proxy /admin/ when WEB_ADMIN_PUBLIC_URL uses /admin
If SWAG runs in a different Compose stack, attach it to the same Docker network first. This repository now creates that network with the fixed name support-ticket-bot, so SWAG can join it as an external network:
networks:
support-ticket-bot:
external: true
Then add that network to the SWAG service and use proxy_pass http://support-ticket-bot:8080;.
Example Nginx location blocks for root deployment:
location / {proxy_passhttp://support-ticket-bot:8080;proxy_set_header Host $host;proxy_set_header X-Forwarded-For $proxy_add_x_forwarded_for;proxy_set_header X-Forwarded-Proto $scheme;}location /api/admin/ {proxy_passhttp://support-ticket-bot:8080;proxy_set_header Host $host;proxy_set_header X-Forwarded-For $proxy_add_x_forwarded_for;proxy_set_header X-Forwarded-Proto $scheme;}
Example Nginx location blocks for /admin deployment:
location /admin/ {proxy_passhttp://support-ticket-bot:8080;proxy_set_header Host $host;proxy_set_header X-Forwarded-For $proxy_add_x_forwarded_for;proxy_set_header X-Forwarded-Proto $scheme;}location /api/admin/ {proxy_passhttp://support-ticket-bot:8080;proxy_set_header Host $host;proxy_set_header X-Forwarded-For $proxy_add_x_forwarded_for;proxy_set_header X-Forwarded-Proto $scheme;}
Valkey
The Docker Compose stack now always starts a bundled Valkey container. It is used for:
  • web admin sessions
  • GitHub OAuth state
  • passkey registration/login ceremony state
Recommended VALKEY_ADDR inside Docker is the shared UNIX socket path:
VALKEY_ADDR=/run/support-ticket-valkey/valkey.sock
The bundled Valkey service also keeps TCP on support-ticket-valkey:6379, so existing configs continue to work. If VALKEY_ADDR is empty, the bot still falls back to an in-memory store.
Commands
User Commands (in private chat with bot)
CommandDescription
/startStart the bot and see welcome message
/newticketCreate a new support ticket
/myticketsView your tickets
/cancelCancel current operation
/languageChange your language
Admin Commands
CommandDescription
/helpShow admin help
/ticketsList all open tickets
/closeClose current ticket (in ticket thread)
/reopenReopen closed ticket (in ticket thread)
/priority [level]Set ticket priority (low/normal/high/urgent)
/infoView ticket details
/ban [user_id] [reason]Ban user from creating tickets
/unban [user_id]Unban user
/bannedList all banned users
/note [text]Add internal note (admin-only)
/notesView ticket notes
/stats [days]View ticket statistics
/cannedList canned responses
/addcanned [shortcut] [title] | [content]Add a canned response
/delcanned [shortcut]Delete a canned response
/[shortcut]Send a canned response inside a ticket thread
Configuration (config.yaml)
bot:
log_level: infotickets:
auto_close_hours: 0# Auto-close after X hours (0 = disabled)max_open_per_user: 3# Maximum open tickets per usernumber_prefix: "TKT"# Ticket number prefixpriority_enabled: truedefault_priority: normalcaptcha:
enabled: truetype: custom # math, button, text, customtimeout_seconds: 120questions:
- question: "How much is 2 + 2?"correct_answer: "4"options: ["3", "4", "5", "6"]
- question: "Tap the word Support"correct_answer: "Support"options: ["Ticket", "Support", "Panel", "Hello"]hwid:
enabled: truedelete_cooldown_hours: 24trigger_keywords:
- "hwid"
- "хвид"
- "удалить устройство"
- "лимит устройств"
- "delete device"
- "device limit"business_hours:
enabled: truetimezone: "Europe/Moscow"start: "10:00"end: "19:00"messages:
welcome: | 👋 Welcome to Support! Send me a message to create a ticket.ticket_created: | ✅ Ticket #{ticket_number} created!ticket_welcome: | 👋 <b>Hello!</b> Your ticket #{ticket_number} is now open. You can send any extra details in this chat at any time.ticket_welcome_ru: | 👋 <b>Здравствуйте!</b> Ваш тикет #{ticket_number} открыт. Вы можете отправить дополнительные детали в этом чате в любое время.ticket_out_of_hours: | 🌙 <b>We are currently outside business hours.</b> We received your ticket #{ticket_number} and will reply during working hours. <b>Support hours:</b> <code>{working_hours}</code>.ticket_out_of_hours_ru: | 🌙 <b>Сейчас нерабочее время.</b> Мы получили ваш тикет #{ticket_number} и ответим в рабочие часы. <b>Часы поддержки:</b> <code>{working_hours}</code>.ticket_closed: | 🔒 Ticket #{ticket_number} has been closed.
Optional .env values for panel integration:
REMNAWAVE_URL=https://panel.example.comREMNAWAVE_TOKEN=your_remnawave_token_hereREMNAWAVE_MODE=remoteREMNAWAVE_HEADERS=
Database Migrations
The bot uses golang-migrate for database schema management. Migrations run automatically on startup.
Migration Files
Located in internal/database/migrations/:
000001_initial_schema.up.sql # Creates tables
000001_initial_schema.down.sql # Drops tables (rollback)
000002_sync_tickets_id_sequence.up.sql
000002_sync_tickets_id_sequence.down.sql
000003_add_hwid_delete_tracking.up.sql
000003_add_hwid_delete_tracking.down.sql
000004_add_user_onboarding.up.sql
000004_add_user_onboarding.down.sql

Adding New Migrations
  1. Create a new migration file pair:
    000002_add_feature.up.sql
000002_add_feature.down.sql

  2. Write your SQL changes in the .up.sql file
  3. Write the rollback in the .down.sql file
  4. Restart the bot - migrations run automatically
Manual Migration Commands
If you need to manage migrations manually:
# Install migrate CLI
go install -tags 'postgres' github.com/golang-migrate/migrate/v4/cmd/migrate@latest
# Run migrations up
migrate -path internal/database/migrations -database "postgres://user:pass@localhost:5432/dbname?sslmode=disable" up
# Rollback one migration
migrate -path internal/database/migrations -database "postgres://user:pass@localhost:5432/dbname?sslmode=disable" down 1
# Check current version
migrate -path internal/database/migrations -database "postgres://user:pass@localhost:5432/dbname?sslmode=disable" version
About
A Telegram bot for managing support tickets using forum threads
Topics
remnawaveremnawave-bot
Resources
Readme
Activity
Stars
0 stars
Watchers
0 watching
Forks
0 forks
Report repository
Releases
Packages
Contributors
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})();
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try {
var __m = "youtube.com";
var __re = new RegExp('^' + "youtube\\.com" + '
GitHub - prettyleaf/telegram-support-bot: A Telegram bot for managing support tickets using forum threads · GitHub
Skip to content
BranchesTags
Repository files navigation
🎫 Support Ticket Bot
A Telegram bot for managing support tickets using forum threads. Each ticket is created as a separate topic in a Telegram forum (supergroup with topics enabled), allowing organized support conversations.
Features
  • Thread-based Tickets: Each ticket is a separate forum topic for organized conversations
  • Admin-only Access: Only configured admins can manage and respond to tickets
  • Ticket Management: Open, close, and reopen tickets with ease
  • Priority System: Set ticket priorities (low, normal, high, urgent)
  • User Ban System: Ban abusive users from creating tickets
  • Internal Notes: Add private notes visible only to admins
  • Media Support: Forward photos, documents, videos, voice messages, and more
  • Canned Responses: Create and send predefined responses for common questions
  • Language Selection: English and Russian user flows
  • Ticket Stats: View ticket activity summaries from admin commands
  • Automatic Ticket Welcome: Send a configurable first support reply on new tickets
  • Business Hours Notice: Optionally warn users when a ticket is opened outside support hours
  • Onboarding Captcha: Require a verification step on first bot launch, with generated or custom questions
  • HWID Device Flow: Detect HWID/device-limit questions, auto-escalate the ticket, and let users remove panel devices with a cooldown
  • Web Admin Panel: React + TypeScript admin site for ticket triage, replies, notes, canned responses, bans, and auth management
Deployment Image Workflow
The repository includes a GitHub Actions workflow at .github/workflows/docker-image-tar.yml that builds two Docker image tarballs:
  • support-ticket-bot-<VERSION>-linux-amd64.tar
  • support-ticket-bot-<VERSION>-linux-arm64.tar
Release flow
  1. Create and push a Git tag such as 1.2.3:

    git tag 1.2.3
git push origin 1.2.3
  2. Wait for the Build Docker Image Tar workflow to finish.
  3. Download the tarball that matches the target server architecture from the workflow artifacts or the GitHub Release assets.
  4. Load the image on the target server:

    docker load -i support-ticket-bot-1.2.3-linux-amd64.tar
    
For ARM64 servers, use:

    docker load -i support-ticket-bot-1.2.3-linux-arm64.tar
  5. Set BOT_VERSION=1.2.3 in .env.
  6. Start or update the stack:

    docker compose up -d
The Compose file bind-mounts local config.yaml into the container as /app/config.yaml, so config edits do not require rebuilding the image. After changing config.yaml, restart the bot container:
docker compose restart support-ticket-bot
The workflow creates a GitHub Release named <VERSION>, attaches the .tar file and checksum, and uses GitHub's standard Generate release notes output for the release description.
The loaded image tag will be support-ticket-bot:<VERSION>, and docker-compose.yml uses BOT_VERSION to select that exact image version.
Minimum .env example for the image version:
BOT_VERSION=1.2.3
SeaweedFS upload workflow
The repository also includes .github/workflows/release-to-seaweedfs.yml. It runs on every published GitHub Release, downloads the release .tar assets, and uploads them to SeaweedFS through its S3-compatible endpoint.
Required repository secrets:
  • SEAWEEDFS_S3_ENDPOINT
  • SEAWEEDFS_S3_BUCKET
  • SEAWEEDFS_S3_ACCESS_KEY_ID
  • SEAWEEDFS_S3_SECRET_ACCESS_KEY
Optional repository secrets:
  • SEAWEEDFS_S3_REGION (defaults to us-east-1 when empty)
  • SEAWEEDFS_S3_PREFIX (for example telegram-support-bot/releases)
Uploaded object path format:
s3://<bucket>/<prefix>/<version>/<filename>.tar

Web Admin Panel
The repository now includes a built-in admin panel under web/admin-ui and a Go HTTP server under internal/web.
For local source-based runs outside Docker, build the frontend once before starting the bot:
cd web/admin-ui
npm install
npm run build
What the panel covers
  • Dashboard summary for ticket activity
  • Ticket list with open/all/closed filters
  • Ticket detail view with replies, priority changes, close/reopen, notes, and HTML export
  • Canned responses management
  • Banned users management
  • Authentication and passkey management
Supported authentication methods
Only these methods are enabled in the codebase:
  • Password
  • Passkey
  • Telegram Login Widget
  • GitHub OAuth
No generic OAuth, Keycloak, Pocket ID, or Yandex auth is included.
Environment variables
WEB_ADMIN_ENABLED=trueWEB_ADMIN_LISTEN_ADDR=:8080WEB_ADMIN_PUBLIC_URL=https://support.example.com# Optional. Defaults to the path part of WEB_ADMIN_PUBLIC_URL, or / when there is none.# WEB_ADMIN_BASE_PATH=/WEB_ADMIN_SESSION_COOKIE_NAME=support_admin_sessionWEB_ADMIN_SESSION_TTL_HOURS=168WEB_AUTH_PASSWORD_ENABLED=trueWEB_AUTH_PASSWORD_USERS=admin:$2a$10$replace_with_bcrypt_hashWEB_AUTH_PASSKEY_ENABLED=trueWEB_AUTH_PASSKEY_DISPLAY_NAME=Support Ticket Bot AdminWEB_AUTH_GITHUB_ENABLED=trueWEB_AUTH_GITHUB_CLIENT_ID=your_github_client_idWEB_AUTH_GITHUB_CLIENT_SECRET=your_github_client_secretWEB_AUTH_GITHUB_ALLOWED_EMAILS=ops@example.comWEB_AUTH_GITHUB_ALLOWED_LOGINS=your-github-loginWEB_AUTH_TELEGRAM_ENABLED=trueWEB_AUTH_TELEGRAM_ALLOWED_IDS=123456789,987654321VALKEY_ADDR=/run/support-ticket-valkey/valkey.sockVALKEY_PASSWORD=VALKEY_DB=0
Notes:
  • WEB_ADMIN_PUBLIC_URL should be the public admin URL that users actually open in the browser.
  • WEB_ADMIN_BASE_PATH is optional. If you omit it, the app uses the path from WEB_ADMIN_PUBLIC_URL; if the URL has no path, the admin UI is served from /.
  • Passkeys derive RP ID and allowed origin from WEB_ADMIN_PUBLIC_URL.
  • GitHub auth requires at least one allowlist entry in WEB_AUTH_GITHUB_ALLOWED_EMAILS or WEB_AUTH_GITHUB_ALLOWED_LOGINS.
  • If WEB_AUTH_TELEGRAM_ALLOWED_IDS is empty, ADMIN_IDS is used automatically.
  • Password auth expects bcrypt hashes in WEB_AUTH_PASSWORD_USERS.
Reverse proxy
The bot container listens on :8080 for the web admin. In Docker Compose the service is reachable on the shared Docker network as http://support-ticket-bot:8080.
Always proxy /api/admin/ to the bot container.
For the frontend path:
  • proxy / when WEB_ADMIN_PUBLIC_URL is on the domain root or WEB_ADMIN_BASE_PATH=/
  • proxy /admin/ when WEB_ADMIN_PUBLIC_URL uses /admin
If SWAG runs in a different Compose stack, attach it to the same Docker network first. This repository now creates that network with the fixed name support-ticket-bot, so SWAG can join it as an external network:
networks:
support-ticket-bot:
external: true
Then add that network to the SWAG service and use proxy_pass http://support-ticket-bot:8080;.
Example Nginx location blocks for root deployment:
location / {proxy_passhttp://support-ticket-bot:8080;proxy_set_header Host $host;proxy_set_header X-Forwarded-For $proxy_add_x_forwarded_for;proxy_set_header X-Forwarded-Proto $scheme;}location /api/admin/ {proxy_passhttp://support-ticket-bot:8080;proxy_set_header Host $host;proxy_set_header X-Forwarded-For $proxy_add_x_forwarded_for;proxy_set_header X-Forwarded-Proto $scheme;}
Example Nginx location blocks for /admin deployment:
location /admin/ {proxy_passhttp://support-ticket-bot:8080;proxy_set_header Host $host;proxy_set_header X-Forwarded-For $proxy_add_x_forwarded_for;proxy_set_header X-Forwarded-Proto $scheme;}location /api/admin/ {proxy_passhttp://support-ticket-bot:8080;proxy_set_header Host $host;proxy_set_header X-Forwarded-For $proxy_add_x_forwarded_for;proxy_set_header X-Forwarded-Proto $scheme;}
Valkey
The Docker Compose stack now always starts a bundled Valkey container. It is used for:
  • web admin sessions
  • GitHub OAuth state
  • passkey registration/login ceremony state
Recommended VALKEY_ADDR inside Docker is the shared UNIX socket path:
VALKEY_ADDR=/run/support-ticket-valkey/valkey.sock
The bundled Valkey service also keeps TCP on support-ticket-valkey:6379, so existing configs continue to work. If VALKEY_ADDR is empty, the bot still falls back to an in-memory store.
Commands
User Commands (in private chat with bot)
CommandDescription
/startStart the bot and see welcome message
/newticketCreate a new support ticket
/myticketsView your tickets
/cancelCancel current operation
/languageChange your language
Admin Commands
CommandDescription
/helpShow admin help
/ticketsList all open tickets
/closeClose current ticket (in ticket thread)
/reopenReopen closed ticket (in ticket thread)
/priority [level]Set ticket priority (low/normal/high/urgent)
/infoView ticket details
/ban [user_id] [reason]Ban user from creating tickets
/unban [user_id]Unban user
/bannedList all banned users
/note [text]Add internal note (admin-only)
/notesView ticket notes
/stats [days]View ticket statistics
/cannedList canned responses
/addcanned [shortcut] [title] | [content]Add a canned response
/delcanned [shortcut]Delete a canned response
/[shortcut]Send a canned response inside a ticket thread
Configuration (config.yaml)
bot:
log_level: infotickets:
auto_close_hours: 0# Auto-close after X hours (0 = disabled)max_open_per_user: 3# Maximum open tickets per usernumber_prefix: "TKT"# Ticket number prefixpriority_enabled: truedefault_priority: normalcaptcha:
enabled: truetype: custom # math, button, text, customtimeout_seconds: 120questions:
- question: "How much is 2 + 2?"correct_answer: "4"options: ["3", "4", "5", "6"]
- question: "Tap the word Support"correct_answer: "Support"options: ["Ticket", "Support", "Panel", "Hello"]hwid:
enabled: truedelete_cooldown_hours: 24trigger_keywords:
- "hwid"
- "хвид"
- "удалить устройство"
- "лимит устройств"
- "delete device"
- "device limit"business_hours:
enabled: truetimezone: "Europe/Moscow"start: "10:00"end: "19:00"messages:
welcome: | 👋 Welcome to Support! Send me a message to create a ticket.ticket_created: | ✅ Ticket #{ticket_number} created!ticket_welcome: | 👋 <b>Hello!</b> Your ticket #{ticket_number} is now open. You can send any extra details in this chat at any time.ticket_welcome_ru: | 👋 <b>Здравствуйте!</b> Ваш тикет #{ticket_number} открыт. Вы можете отправить дополнительные детали в этом чате в любое время.ticket_out_of_hours: | 🌙 <b>We are currently outside business hours.</b> We received your ticket #{ticket_number} and will reply during working hours. <b>Support hours:</b> <code>{working_hours}</code>.ticket_out_of_hours_ru: | 🌙 <b>Сейчас нерабочее время.</b> Мы получили ваш тикет #{ticket_number} и ответим в рабочие часы. <b>Часы поддержки:</b> <code>{working_hours}</code>.ticket_closed: | 🔒 Ticket #{ticket_number} has been closed.
Optional .env values for panel integration:
REMNAWAVE_URL=https://panel.example.comREMNAWAVE_TOKEN=your_remnawave_token_hereREMNAWAVE_MODE=remoteREMNAWAVE_HEADERS=
Database Migrations
The bot uses golang-migrate for database schema management. Migrations run automatically on startup.
Migration Files
Located in internal/database/migrations/:
000001_initial_schema.up.sql # Creates tables
000001_initial_schema.down.sql # Drops tables (rollback)
000002_sync_tickets_id_sequence.up.sql
000002_sync_tickets_id_sequence.down.sql
000003_add_hwid_delete_tracking.up.sql
000003_add_hwid_delete_tracking.down.sql
000004_add_user_onboarding.up.sql
000004_add_user_onboarding.down.sql

Adding New Migrations
  1. Create a new migration file pair:
    000002_add_feature.up.sql
000002_add_feature.down.sql

  2. Write your SQL changes in the .up.sql file
  3. Write the rollback in the .down.sql file
  4. Restart the bot - migrations run automatically
Manual Migration Commands
If you need to manage migrations manually:
# Install migrate CLI
go install -tags 'postgres' github.com/golang-migrate/migrate/v4/cmd/migrate@latest
# Run migrations up
migrate -path internal/database/migrations -database "postgres://user:pass@localhost:5432/dbname?sslmode=disable" up
# Rollback one migration
migrate -path internal/database/migrations -database "postgres://user:pass@localhost:5432/dbname?sslmode=disable" down 1
# Check current version
migrate -path internal/database/migrations -database "postgres://user:pass@localhost:5432/dbname?sslmode=disable" version
About
A Telegram bot for managing support tickets using forum threads
Topics
remnawaveremnawave-bot
Resources
Readme
Activity
Stars
0 stars
Watchers
0 watching
Forks
0 forks
Report repository
Releases
Packages
Contributors
Languages

, 'i');
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(function(){
try {
var __m = "*";
var __re = new RegExp('^' + ".*" + '
GitHub - prettyleaf/telegram-support-bot: A Telegram bot for managing support tickets using forum threads · GitHub
Skip to content
BranchesTags
Repository files navigation
🎫 Support Ticket Bot
A Telegram bot for managing support tickets using forum threads. Each ticket is created as a separate topic in a Telegram forum (supergroup with topics enabled), allowing organized support conversations.
Features
  • Thread-based Tickets: Each ticket is a separate forum topic for organized conversations
  • Admin-only Access: Only configured admins can manage and respond to tickets
  • Ticket Management: Open, close, and reopen tickets with ease
  • Priority System: Set ticket priorities (low, normal, high, urgent)
  • User Ban System: Ban abusive users from creating tickets
  • Internal Notes: Add private notes visible only to admins
  • Media Support: Forward photos, documents, videos, voice messages, and more
  • Canned Responses: Create and send predefined responses for common questions
  • Language Selection: English and Russian user flows
  • Ticket Stats: View ticket activity summaries from admin commands
  • Automatic Ticket Welcome: Send a configurable first support reply on new tickets
  • Business Hours Notice: Optionally warn users when a ticket is opened outside support hours
  • Onboarding Captcha: Require a verification step on first bot launch, with generated or custom questions
  • HWID Device Flow: Detect HWID/device-limit questions, auto-escalate the ticket, and let users remove panel devices with a cooldown
  • Web Admin Panel: React + TypeScript admin site for ticket triage, replies, notes, canned responses, bans, and auth management
Deployment Image Workflow
The repository includes a GitHub Actions workflow at .github/workflows/docker-image-tar.yml that builds two Docker image tarballs:
  • support-ticket-bot-<VERSION>-linux-amd64.tar
  • support-ticket-bot-<VERSION>-linux-arm64.tar
Release flow
  1. Create and push a Git tag such as 1.2.3:

    git tag 1.2.3
git push origin 1.2.3
  2. Wait for the Build Docker Image Tar workflow to finish.
  3. Download the tarball that matches the target server architecture from the workflow artifacts or the GitHub Release assets.
  4. Load the image on the target server:

    docker load -i support-ticket-bot-1.2.3-linux-amd64.tar
    
For ARM64 servers, use:

    docker load -i support-ticket-bot-1.2.3-linux-arm64.tar
  5. Set BOT_VERSION=1.2.3 in .env.
  6. Start or update the stack:

    docker compose up -d
The Compose file bind-mounts local config.yaml into the container as /app/config.yaml, so config edits do not require rebuilding the image. After changing config.yaml, restart the bot container:
docker compose restart support-ticket-bot
The workflow creates a GitHub Release named <VERSION>, attaches the .tar file and checksum, and uses GitHub's standard Generate release notes output for the release description.
The loaded image tag will be support-ticket-bot:<VERSION>, and docker-compose.yml uses BOT_VERSION to select that exact image version.
Minimum .env example for the image version:
BOT_VERSION=1.2.3
SeaweedFS upload workflow
The repository also includes .github/workflows/release-to-seaweedfs.yml. It runs on every published GitHub Release, downloads the release .tar assets, and uploads them to SeaweedFS through its S3-compatible endpoint.
Required repository secrets:
  • SEAWEEDFS_S3_ENDPOINT
  • SEAWEEDFS_S3_BUCKET
  • SEAWEEDFS_S3_ACCESS_KEY_ID
  • SEAWEEDFS_S3_SECRET_ACCESS_KEY
Optional repository secrets:
  • SEAWEEDFS_S3_REGION (defaults to us-east-1 when empty)
  • SEAWEEDFS_S3_PREFIX (for example telegram-support-bot/releases)
Uploaded object path format:
s3://<bucket>/<prefix>/<version>/<filename>.tar

Web Admin Panel
The repository now includes a built-in admin panel under web/admin-ui and a Go HTTP server under internal/web.
For local source-based runs outside Docker, build the frontend once before starting the bot:
cd web/admin-ui
npm install
npm run build
What the panel covers
  • Dashboard summary for ticket activity
  • Ticket list with open/all/closed filters
  • Ticket detail view with replies, priority changes, close/reopen, notes, and HTML export
  • Canned responses management
  • Banned users management
  • Authentication and passkey management
Supported authentication methods
Only these methods are enabled in the codebase:
  • Password
  • Passkey
  • Telegram Login Widget
  • GitHub OAuth
No generic OAuth, Keycloak, Pocket ID, or Yandex auth is included.
Environment variables
WEB_ADMIN_ENABLED=trueWEB_ADMIN_LISTEN_ADDR=:8080WEB_ADMIN_PUBLIC_URL=https://support.example.com# Optional. Defaults to the path part of WEB_ADMIN_PUBLIC_URL, or / when there is none.# WEB_ADMIN_BASE_PATH=/WEB_ADMIN_SESSION_COOKIE_NAME=support_admin_sessionWEB_ADMIN_SESSION_TTL_HOURS=168WEB_AUTH_PASSWORD_ENABLED=trueWEB_AUTH_PASSWORD_USERS=admin:$2a$10$replace_with_bcrypt_hashWEB_AUTH_PASSKEY_ENABLED=trueWEB_AUTH_PASSKEY_DISPLAY_NAME=Support Ticket Bot AdminWEB_AUTH_GITHUB_ENABLED=trueWEB_AUTH_GITHUB_CLIENT_ID=your_github_client_idWEB_AUTH_GITHUB_CLIENT_SECRET=your_github_client_secretWEB_AUTH_GITHUB_ALLOWED_EMAILS=ops@example.comWEB_AUTH_GITHUB_ALLOWED_LOGINS=your-github-loginWEB_AUTH_TELEGRAM_ENABLED=trueWEB_AUTH_TELEGRAM_ALLOWED_IDS=123456789,987654321VALKEY_ADDR=/run/support-ticket-valkey/valkey.sockVALKEY_PASSWORD=VALKEY_DB=0
Notes:
  • WEB_ADMIN_PUBLIC_URL should be the public admin URL that users actually open in the browser.
  • WEB_ADMIN_BASE_PATH is optional. If you omit it, the app uses the path from WEB_ADMIN_PUBLIC_URL; if the URL has no path, the admin UI is served from /.
  • Passkeys derive RP ID and allowed origin from WEB_ADMIN_PUBLIC_URL.
  • GitHub auth requires at least one allowlist entry in WEB_AUTH_GITHUB_ALLOWED_EMAILS or WEB_AUTH_GITHUB_ALLOWED_LOGINS.
  • If WEB_AUTH_TELEGRAM_ALLOWED_IDS is empty, ADMIN_IDS is used automatically.
  • Password auth expects bcrypt hashes in WEB_AUTH_PASSWORD_USERS.
Reverse proxy
The bot container listens on :8080 for the web admin. In Docker Compose the service is reachable on the shared Docker network as http://support-ticket-bot:8080.
Always proxy /api/admin/ to the bot container.
For the frontend path:
  • proxy / when WEB_ADMIN_PUBLIC_URL is on the domain root or WEB_ADMIN_BASE_PATH=/
  • proxy /admin/ when WEB_ADMIN_PUBLIC_URL uses /admin
If SWAG runs in a different Compose stack, attach it to the same Docker network first. This repository now creates that network with the fixed name support-ticket-bot, so SWAG can join it as an external network:
networks:
support-ticket-bot:
external: true
Then add that network to the SWAG service and use proxy_pass http://support-ticket-bot:8080;.
Example Nginx location blocks for root deployment:
location / {proxy_passhttp://support-ticket-bot:8080;proxy_set_header Host $host;proxy_set_header X-Forwarded-For $proxy_add_x_forwarded_for;proxy_set_header X-Forwarded-Proto $scheme;}location /api/admin/ {proxy_passhttp://support-ticket-bot:8080;proxy_set_header Host $host;proxy_set_header X-Forwarded-For $proxy_add_x_forwarded_for;proxy_set_header X-Forwarded-Proto $scheme;}
Example Nginx location blocks for /admin deployment:
location /admin/ {proxy_passhttp://support-ticket-bot:8080;proxy_set_header Host $host;proxy_set_header X-Forwarded-For $proxy_add_x_forwarded_for;proxy_set_header X-Forwarded-Proto $scheme;}location /api/admin/ {proxy_passhttp://support-ticket-bot:8080;proxy_set_header Host $host;proxy_set_header X-Forwarded-For $proxy_add_x_forwarded_for;proxy_set_header X-Forwarded-Proto $scheme;}
Valkey
The Docker Compose stack now always starts a bundled Valkey container. It is used for:
  • web admin sessions
  • GitHub OAuth state
  • passkey registration/login ceremony state
Recommended VALKEY_ADDR inside Docker is the shared UNIX socket path:
VALKEY_ADDR=/run/support-ticket-valkey/valkey.sock
The bundled Valkey service also keeps TCP on support-ticket-valkey:6379, so existing configs continue to work. If VALKEY_ADDR is empty, the bot still falls back to an in-memory store.
Commands
User Commands (in private chat with bot)
CommandDescription
/startStart the bot and see welcome message
/newticketCreate a new support ticket
/myticketsView your tickets
/cancelCancel current operation
/languageChange your language
Admin Commands
CommandDescription
/helpShow admin help
/ticketsList all open tickets
/closeClose current ticket (in ticket thread)
/reopenReopen closed ticket (in ticket thread)
/priority [level]Set ticket priority (low/normal/high/urgent)
/infoView ticket details
/ban [user_id] [reason]Ban user from creating tickets
/unban [user_id]Unban user
/bannedList all banned users
/note [text]Add internal note (admin-only)
/notesView ticket notes
/stats [days]View ticket statistics
/cannedList canned responses
/addcanned [shortcut] [title] | [content]Add a canned response
/delcanned [shortcut]Delete a canned response
/[shortcut]Send a canned response inside a ticket thread
Configuration (config.yaml)
bot:
log_level: infotickets:
auto_close_hours: 0# Auto-close after X hours (0 = disabled)max_open_per_user: 3# Maximum open tickets per usernumber_prefix: "TKT"# Ticket number prefixpriority_enabled: truedefault_priority: normalcaptcha:
enabled: truetype: custom # math, button, text, customtimeout_seconds: 120questions:
- question: "How much is 2 + 2?"correct_answer: "4"options: ["3", "4", "5", "6"]
- question: "Tap the word Support"correct_answer: "Support"options: ["Ticket", "Support", "Panel", "Hello"]hwid:
enabled: truedelete_cooldown_hours: 24trigger_keywords:
- "hwid"
- "хвид"
- "удалить устройство"
- "лимит устройств"
- "delete device"
- "device limit"business_hours:
enabled: truetimezone: "Europe/Moscow"start: "10:00"end: "19:00"messages:
welcome: | 👋 Welcome to Support! Send me a message to create a ticket.ticket_created: | ✅ Ticket #{ticket_number} created!ticket_welcome: | 👋 <b>Hello!</b> Your ticket #{ticket_number} is now open. You can send any extra details in this chat at any time.ticket_welcome_ru: | 👋 <b>Здравствуйте!</b> Ваш тикет #{ticket_number} открыт. Вы можете отправить дополнительные детали в этом чате в любое время.ticket_out_of_hours: | 🌙 <b>We are currently outside business hours.</b> We received your ticket #{ticket_number} and will reply during working hours. <b>Support hours:</b> <code>{working_hours}</code>.ticket_out_of_hours_ru: | 🌙 <b>Сейчас нерабочее время.</b> Мы получили ваш тикет #{ticket_number} и ответим в рабочие часы. <b>Часы поддержки:</b> <code>{working_hours}</code>.ticket_closed: | 🔒 Ticket #{ticket_number} has been closed.
Optional .env values for panel integration:
REMNAWAVE_URL=https://panel.example.comREMNAWAVE_TOKEN=your_remnawave_token_hereREMNAWAVE_MODE=remoteREMNAWAVE_HEADERS=
Database Migrations
The bot uses golang-migrate for database schema management. Migrations run automatically on startup.
Migration Files
Located in internal/database/migrations/:
000001_initial_schema.up.sql # Creates tables
000001_initial_schema.down.sql # Drops tables (rollback)
000002_sync_tickets_id_sequence.up.sql
000002_sync_tickets_id_sequence.down.sql
000003_add_hwid_delete_tracking.up.sql
000003_add_hwid_delete_tracking.down.sql
000004_add_user_onboarding.up.sql
000004_add_user_onboarding.down.sql

Adding New Migrations
  1. Create a new migration file pair:
    000002_add_feature.up.sql
000002_add_feature.down.sql

  2. Write your SQL changes in the .up.sql file
  3. Write the rollback in the .down.sql file
  4. Restart the bot - migrations run automatically
Manual Migration Commands
If you need to manage migrations manually:
# Install migrate CLI
go install -tags 'postgres' github.com/golang-migrate/migrate/v4/cmd/migrate@latest
# Run migrations up
migrate -path internal/database/migrations -database "postgres://user:pass@localhost:5432/dbname?sslmode=disable" up
# Rollback one migration
migrate -path internal/database/migrations -database "postgres://user:pass@localhost:5432/dbname?sslmode=disable" down 1
# Check current version
migrate -path internal/database/migrations -database "postgres://user:pass@localhost:5432/dbname?sslmode=disable" version
About
A Telegram bot for managing support tickets using forum threads
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GitHub - prettyleaf/telegram-support-bot: A Telegram bot for managing support tickets using forum threads · GitHub
Skip to content
BranchesTags
Repository files navigation
🎫 Support Ticket Bot
A Telegram bot for managing support tickets using forum threads. Each ticket is created as a separate topic in a Telegram forum (supergroup with topics enabled), allowing organized support conversations.
Features
  • Thread-based Tickets: Each ticket is a separate forum topic for organized conversations
  • Admin-only Access: Only configured admins can manage and respond to tickets
  • Ticket Management: Open, close, and reopen tickets with ease
  • Priority System: Set ticket priorities (low, normal, high, urgent)
  • User Ban System: Ban abusive users from creating tickets
  • Internal Notes: Add private notes visible only to admins
  • Media Support: Forward photos, documents, videos, voice messages, and more
  • Canned Responses: Create and send predefined responses for common questions
  • Language Selection: English and Russian user flows
  • Ticket Stats: View ticket activity summaries from admin commands
  • Automatic Ticket Welcome: Send a configurable first support reply on new tickets
  • Business Hours Notice: Optionally warn users when a ticket is opened outside support hours
  • Onboarding Captcha: Require a verification step on first bot launch, with generated or custom questions
  • HWID Device Flow: Detect HWID/device-limit questions, auto-escalate the ticket, and let users remove panel devices with a cooldown
  • Web Admin Panel: React + TypeScript admin site for ticket triage, replies, notes, canned responses, bans, and auth management
Deployment Image Workflow
The repository includes a GitHub Actions workflow at .github/workflows/docker-image-tar.yml that builds two Docker image tarballs:
  • support-ticket-bot-<VERSION>-linux-amd64.tar
  • support-ticket-bot-<VERSION>-linux-arm64.tar
Release flow
  1. Create and push a Git tag such as 1.2.3:

    git tag 1.2.3
git push origin 1.2.3
  2. Wait for the Build Docker Image Tar workflow to finish.
  3. Download the tarball that matches the target server architecture from the workflow artifacts or the GitHub Release assets.
  4. Load the image on the target server:

    docker load -i support-ticket-bot-1.2.3-linux-amd64.tar
    
For ARM64 servers, use:

    docker load -i support-ticket-bot-1.2.3-linux-arm64.tar
  5. Set BOT_VERSION=1.2.3 in .env.
  6. Start or update the stack:

    docker compose up -d
The Compose file bind-mounts local config.yaml into the container as /app/config.yaml, so config edits do not require rebuilding the image. After changing config.yaml, restart the bot container:
docker compose restart support-ticket-bot
The workflow creates a GitHub Release named <VERSION>, attaches the .tar file and checksum, and uses GitHub's standard Generate release notes output for the release description.
The loaded image tag will be support-ticket-bot:<VERSION>, and docker-compose.yml uses BOT_VERSION to select that exact image version.
Minimum .env example for the image version:
BOT_VERSION=1.2.3
SeaweedFS upload workflow
The repository also includes .github/workflows/release-to-seaweedfs.yml. It runs on every published GitHub Release, downloads the release .tar assets, and uploads them to SeaweedFS through its S3-compatible endpoint.
Required repository secrets:
  • SEAWEEDFS_S3_ENDPOINT
  • SEAWEEDFS_S3_BUCKET
  • SEAWEEDFS_S3_ACCESS_KEY_ID
  • SEAWEEDFS_S3_SECRET_ACCESS_KEY
Optional repository secrets:
  • SEAWEEDFS_S3_REGION (defaults to us-east-1 when empty)
  • SEAWEEDFS_S3_PREFIX (for example telegram-support-bot/releases)
Uploaded object path format:
s3://<bucket>/<prefix>/<version>/<filename>.tar

Web Admin Panel
The repository now includes a built-in admin panel under web/admin-ui and a Go HTTP server under internal/web.
For local source-based runs outside Docker, build the frontend once before starting the bot:
cd web/admin-ui
npm install
npm run build
What the panel covers
  • Dashboard summary for ticket activity
  • Ticket list with open/all/closed filters
  • Ticket detail view with replies, priority changes, close/reopen, notes, and HTML export
  • Canned responses management
  • Banned users management
  • Authentication and passkey management
Supported authentication methods
Only these methods are enabled in the codebase:
  • Password
  • Passkey
  • Telegram Login Widget
  • GitHub OAuth
No generic OAuth, Keycloak, Pocket ID, or Yandex auth is included.
Environment variables
WEB_ADMIN_ENABLED=trueWEB_ADMIN_LISTEN_ADDR=:8080WEB_ADMIN_PUBLIC_URL=https://support.example.com# Optional. Defaults to the path part of WEB_ADMIN_PUBLIC_URL, or / when there is none.# WEB_ADMIN_BASE_PATH=/WEB_ADMIN_SESSION_COOKIE_NAME=support_admin_sessionWEB_ADMIN_SESSION_TTL_HOURS=168WEB_AUTH_PASSWORD_ENABLED=trueWEB_AUTH_PASSWORD_USERS=admin:$2a$10$replace_with_bcrypt_hashWEB_AUTH_PASSKEY_ENABLED=trueWEB_AUTH_PASSKEY_DISPLAY_NAME=Support Ticket Bot AdminWEB_AUTH_GITHUB_ENABLED=trueWEB_AUTH_GITHUB_CLIENT_ID=your_github_client_idWEB_AUTH_GITHUB_CLIENT_SECRET=your_github_client_secretWEB_AUTH_GITHUB_ALLOWED_EMAILS=ops@example.comWEB_AUTH_GITHUB_ALLOWED_LOGINS=your-github-loginWEB_AUTH_TELEGRAM_ENABLED=trueWEB_AUTH_TELEGRAM_ALLOWED_IDS=123456789,987654321VALKEY_ADDR=/run/support-ticket-valkey/valkey.sockVALKEY_PASSWORD=VALKEY_DB=0
Notes:
  • WEB_ADMIN_PUBLIC_URL should be the public admin URL that users actually open in the browser.
  • WEB_ADMIN_BASE_PATH is optional. If you omit it, the app uses the path from WEB_ADMIN_PUBLIC_URL; if the URL has no path, the admin UI is served from /.
  • Passkeys derive RP ID and allowed origin from WEB_ADMIN_PUBLIC_URL.
  • GitHub auth requires at least one allowlist entry in WEB_AUTH_GITHUB_ALLOWED_EMAILS or WEB_AUTH_GITHUB_ALLOWED_LOGINS.
  • If WEB_AUTH_TELEGRAM_ALLOWED_IDS is empty, ADMIN_IDS is used automatically.
  • Password auth expects bcrypt hashes in WEB_AUTH_PASSWORD_USERS.
Reverse proxy
The bot container listens on :8080 for the web admin. In Docker Compose the service is reachable on the shared Docker network as http://support-ticket-bot:8080.
Always proxy /api/admin/ to the bot container.
For the frontend path:
  • proxy / when WEB_ADMIN_PUBLIC_URL is on the domain root or WEB_ADMIN_BASE_PATH=/
  • proxy /admin/ when WEB_ADMIN_PUBLIC_URL uses /admin
If SWAG runs in a different Compose stack, attach it to the same Docker network first. This repository now creates that network with the fixed name support-ticket-bot, so SWAG can join it as an external network:
networks:
support-ticket-bot:
external: true
Then add that network to the SWAG service and use proxy_pass http://support-ticket-bot:8080;.
Example Nginx location blocks for root deployment:
location / {proxy_passhttp://support-ticket-bot:8080;proxy_set_header Host $host;proxy_set_header X-Forwarded-For $proxy_add_x_forwarded_for;proxy_set_header X-Forwarded-Proto $scheme;}location /api/admin/ {proxy_passhttp://support-ticket-bot:8080;proxy_set_header Host $host;proxy_set_header X-Forwarded-For $proxy_add_x_forwarded_for;proxy_set_header X-Forwarded-Proto $scheme;}
Example Nginx location blocks for /admin deployment:
location /admin/ {proxy_passhttp://support-ticket-bot:8080;proxy_set_header Host $host;proxy_set_header X-Forwarded-For $proxy_add_x_forwarded_for;proxy_set_header X-Forwarded-Proto $scheme;}location /api/admin/ {proxy_passhttp://support-ticket-bot:8080;proxy_set_header Host $host;proxy_set_header X-Forwarded-For $proxy_add_x_forwarded_for;proxy_set_header X-Forwarded-Proto $scheme;}
Valkey
The Docker Compose stack now always starts a bundled Valkey container. It is used for:
  • web admin sessions
  • GitHub OAuth state
  • passkey registration/login ceremony state
Recommended VALKEY_ADDR inside Docker is the shared UNIX socket path:
VALKEY_ADDR=/run/support-ticket-valkey/valkey.sock
The bundled Valkey service also keeps TCP on support-ticket-valkey:6379, so existing configs continue to work. If VALKEY_ADDR is empty, the bot still falls back to an in-memory store.
Commands
User Commands (in private chat with bot)
CommandDescription
/startStart the bot and see welcome message
/newticketCreate a new support ticket
/myticketsView your tickets
/cancelCancel current operation
/languageChange your language
Admin Commands
CommandDescription
/helpShow admin help
/ticketsList all open tickets
/closeClose current ticket (in ticket thread)
/reopenReopen closed ticket (in ticket thread)
/priority [level]Set ticket priority (low/normal/high/urgent)
/infoView ticket details
/ban [user_id] [reason]Ban user from creating tickets
/unban [user_id]Unban user
/bannedList all banned users
/note [text]Add internal note (admin-only)
/notesView ticket notes
/stats [days]View ticket statistics
/cannedList canned responses
/addcanned [shortcut] [title] | [content]Add a canned response
/delcanned [shortcut]Delete a canned response
/[shortcut]Send a canned response inside a ticket thread
Configuration (config.yaml)
bot:
log_level: infotickets:
auto_close_hours: 0# Auto-close after X hours (0 = disabled)max_open_per_user: 3# Maximum open tickets per usernumber_prefix: "TKT"# Ticket number prefixpriority_enabled: truedefault_priority: normalcaptcha:
enabled: truetype: custom # math, button, text, customtimeout_seconds: 120questions:
- question: "How much is 2 + 2?"correct_answer: "4"options: ["3", "4", "5", "6"]
- question: "Tap the word Support"correct_answer: "Support"options: ["Ticket", "Support", "Panel", "Hello"]hwid:
enabled: truedelete_cooldown_hours: 24trigger_keywords:
- "hwid"
- "хвид"
- "удалить устройство"
- "лимит устройств"
- "delete device"
- "device limit"business_hours:
enabled: truetimezone: "Europe/Moscow"start: "10:00"end: "19:00"messages:
welcome: | 👋 Welcome to Support! Send me a message to create a ticket.ticket_created: | ✅ Ticket #{ticket_number} created!ticket_welcome: | 👋 <b>Hello!</b> Your ticket #{ticket_number} is now open. You can send any extra details in this chat at any time.ticket_welcome_ru: | 👋 <b>Здравствуйте!</b> Ваш тикет #{ticket_number} открыт. Вы можете отправить дополнительные детали в этом чате в любое время.ticket_out_of_hours: | 🌙 <b>We are currently outside business hours.</b> We received your ticket #{ticket_number} and will reply during working hours. <b>Support hours:</b> <code>{working_hours}</code>.ticket_out_of_hours_ru: | 🌙 <b>Сейчас нерабочее время.</b> Мы получили ваш тикет #{ticket_number} и ответим в рабочие часы. <b>Часы поддержки:</b> <code>{working_hours}</code>.ticket_closed: | 🔒 Ticket #{ticket_number} has been closed.
Optional .env values for panel integration:
REMNAWAVE_URL=https://panel.example.comREMNAWAVE_TOKEN=your_remnawave_token_hereREMNAWAVE_MODE=remoteREMNAWAVE_HEADERS=
Database Migrations
The bot uses golang-migrate for database schema management. Migrations run automatically on startup.
Migration Files
Located in internal/database/migrations/:
000001_initial_schema.up.sql # Creates tables
000001_initial_schema.down.sql # Drops tables (rollback)
000002_sync_tickets_id_sequence.up.sql
000002_sync_tickets_id_sequence.down.sql
000003_add_hwid_delete_tracking.up.sql
000003_add_hwid_delete_tracking.down.sql
000004_add_user_onboarding.up.sql
000004_add_user_onboarding.down.sql

Adding New Migrations
  1. Create a new migration file pair:
    000002_add_feature.up.sql
000002_add_feature.down.sql

  2. Write your SQL changes in the .up.sql file
  3. Write the rollback in the .down.sql file
  4. Restart the bot - migrations run automatically
Manual Migration Commands
If you need to manage migrations manually:
# Install migrate CLI
go install -tags 'postgres' github.com/golang-migrate/migrate/v4/cmd/migrate@latest
# Run migrations up
migrate -path internal/database/migrations -database "postgres://user:pass@localhost:5432/dbname?sslmode=disable" up
# Rollback one migration
migrate -path internal/database/migrations -database "postgres://user:pass@localhost:5432/dbname?sslmode=disable" down 1
# Check current version
migrate -path internal/database/migrations -database "postgres://user:pass@localhost:5432/dbname?sslmode=disable" version
About
A Telegram bot for managing support tickets using forum threads
Topics
remnawaveremnawave-bot
Resources
Readme
Activity
Stars
0 stars
Watchers
0 watching
Forks
0 forks
Report repository
Releases
Packages
Contributors
Languages

, 'i');
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filter: invert(1) hue-rotate(180deg) !important;
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})();
})();
GitHub - prettyleaf/telegram-support-bot: A Telegram bot for managing support tickets using forum threads · GitHub
Skip to content
BranchesTags
Repository files navigation
🎫 Support Ticket Bot
A Telegram bot for managing support tickets using forum threads. Each ticket is created as a separate topic in a Telegram forum (supergroup with topics enabled), allowing organized support conversations.
Features
  • Thread-based Tickets: Each ticket is a separate forum topic for organized conversations
  • Admin-only Access: Only configured admins can manage and respond to tickets
  • Ticket Management: Open, close, and reopen tickets with ease
  • Priority System: Set ticket priorities (low, normal, high, urgent)
  • User Ban System: Ban abusive users from creating tickets
  • Internal Notes: Add private notes visible only to admins
  • Media Support: Forward photos, documents, videos, voice messages, and more
  • Canned Responses: Create and send predefined responses for common questions
  • Language Selection: English and Russian user flows
  • Ticket Stats: View ticket activity summaries from admin commands
  • Automatic Ticket Welcome: Send a configurable first support reply on new tickets
  • Business Hours Notice: Optionally warn users when a ticket is opened outside support hours
  • Onboarding Captcha: Require a verification step on first bot launch, with generated or custom questions
  • HWID Device Flow: Detect HWID/device-limit questions, auto-escalate the ticket, and let users remove panel devices with a cooldown
  • Web Admin Panel: React + TypeScript admin site for ticket triage, replies, notes, canned responses, bans, and auth management
Deployment Image Workflow
The repository includes a GitHub Actions workflow at .github/workflows/docker-image-tar.yml that builds two Docker image tarballs:
  • support-ticket-bot-<VERSION>-linux-amd64.tar
  • support-ticket-bot-<VERSION>-linux-arm64.tar
Release flow
  1. Create and push a Git tag such as 1.2.3:

    git tag 1.2.3
git push origin 1.2.3
  2. Wait for the Build Docker Image Tar workflow to finish.
  3. Download the tarball that matches the target server architecture from the workflow artifacts or the GitHub Release assets.
  4. Load the image on the target server:

    docker load -i support-ticket-bot-1.2.3-linux-amd64.tar
    
For ARM64 servers, use:

    docker load -i support-ticket-bot-1.2.3-linux-arm64.tar
  5. Set BOT_VERSION=1.2.3 in .env.
  6. Start or update the stack:

    docker compose up -d
The Compose file bind-mounts local config.yaml into the container as /app/config.yaml, so config edits do not require rebuilding the image. After changing config.yaml, restart the bot container:
docker compose restart support-ticket-bot
The workflow creates a GitHub Release named <VERSION>, attaches the .tar file and checksum, and uses GitHub's standard Generate release notes output for the release description.
The loaded image tag will be support-ticket-bot:<VERSION>, and docker-compose.yml uses BOT_VERSION to select that exact image version.
Minimum .env example for the image version:
BOT_VERSION=1.2.3
SeaweedFS upload workflow
The repository also includes .github/workflows/release-to-seaweedfs.yml. It runs on every published GitHub Release, downloads the release .tar assets, and uploads them to SeaweedFS through its S3-compatible endpoint.
Required repository secrets:
  • SEAWEEDFS_S3_ENDPOINT
  • SEAWEEDFS_S3_BUCKET
  • SEAWEEDFS_S3_ACCESS_KEY_ID
  • SEAWEEDFS_S3_SECRET_ACCESS_KEY
Optional repository secrets:
  • SEAWEEDFS_S3_REGION (defaults to us-east-1 when empty)
  • SEAWEEDFS_S3_PREFIX (for example telegram-support-bot/releases)
Uploaded object path format:
s3://<bucket>/<prefix>/<version>/<filename>.tar

Web Admin Panel
The repository now includes a built-in admin panel under web/admin-ui and a Go HTTP server under internal/web.
For local source-based runs outside Docker, build the frontend once before starting the bot:
cd web/admin-ui
npm install
npm run build
What the panel covers
  • Dashboard summary for ticket activity
  • Ticket list with open/all/closed filters
  • Ticket detail view with replies, priority changes, close/reopen, notes, and HTML export
  • Canned responses management
  • Banned users management
  • Authentication and passkey management
Supported authentication methods
Only these methods are enabled in the codebase:
  • Password
  • Passkey
  • Telegram Login Widget
  • GitHub OAuth
No generic OAuth, Keycloak, Pocket ID, or Yandex auth is included.
Environment variables
WEB_ADMIN_ENABLED=trueWEB_ADMIN_LISTEN_ADDR=:8080WEB_ADMIN_PUBLIC_URL=https://support.example.com# Optional. Defaults to the path part of WEB_ADMIN_PUBLIC_URL, or / when there is none.# WEB_ADMIN_BASE_PATH=/WEB_ADMIN_SESSION_COOKIE_NAME=support_admin_sessionWEB_ADMIN_SESSION_TTL_HOURS=168WEB_AUTH_PASSWORD_ENABLED=trueWEB_AUTH_PASSWORD_USERS=admin:$2a$10$replace_with_bcrypt_hashWEB_AUTH_PASSKEY_ENABLED=trueWEB_AUTH_PASSKEY_DISPLAY_NAME=Support Ticket Bot AdminWEB_AUTH_GITHUB_ENABLED=trueWEB_AUTH_GITHUB_CLIENT_ID=your_github_client_idWEB_AUTH_GITHUB_CLIENT_SECRET=your_github_client_secretWEB_AUTH_GITHUB_ALLOWED_EMAILS=ops@example.comWEB_AUTH_GITHUB_ALLOWED_LOGINS=your-github-loginWEB_AUTH_TELEGRAM_ENABLED=trueWEB_AUTH_TELEGRAM_ALLOWED_IDS=123456789,987654321VALKEY_ADDR=/run/support-ticket-valkey/valkey.sockVALKEY_PASSWORD=VALKEY_DB=0
Notes:
  • WEB_ADMIN_PUBLIC_URL should be the public admin URL that users actually open in the browser.
  • WEB_ADMIN_BASE_PATH is optional. If you omit it, the app uses the path from WEB_ADMIN_PUBLIC_URL; if the URL has no path, the admin UI is served from /.
  • Passkeys derive RP ID and allowed origin from WEB_ADMIN_PUBLIC_URL.
  • GitHub auth requires at least one allowlist entry in WEB_AUTH_GITHUB_ALLOWED_EMAILS or WEB_AUTH_GITHUB_ALLOWED_LOGINS.
  • If WEB_AUTH_TELEGRAM_ALLOWED_IDS is empty, ADMIN_IDS is used automatically.
  • Password auth expects bcrypt hashes in WEB_AUTH_PASSWORD_USERS.
Reverse proxy
The bot container listens on :8080 for the web admin. In Docker Compose the service is reachable on the shared Docker network as http://support-ticket-bot:8080.
Always proxy /api/admin/ to the bot container.
For the frontend path:
  • proxy / when WEB_ADMIN_PUBLIC_URL is on the domain root or WEB_ADMIN_BASE_PATH=/
  • proxy /admin/ when WEB_ADMIN_PUBLIC_URL uses /admin
If SWAG runs in a different Compose stack, attach it to the same Docker network first. This repository now creates that network with the fixed name support-ticket-bot, so SWAG can join it as an external network:
networks:
support-ticket-bot:
external: true
Then add that network to the SWAG service and use proxy_pass http://support-ticket-bot:8080;.
Example Nginx location blocks for root deployment:
location / {proxy_passhttp://support-ticket-bot:8080;proxy_set_header Host $host;proxy_set_header X-Forwarded-For $proxy_add_x_forwarded_for;proxy_set_header X-Forwarded-Proto $scheme;}location /api/admin/ {proxy_passhttp://support-ticket-bot:8080;proxy_set_header Host $host;proxy_set_header X-Forwarded-For $proxy_add_x_forwarded_for;proxy_set_header X-Forwarded-Proto $scheme;}
Example Nginx location blocks for /admin deployment:
location /admin/ {proxy_passhttp://support-ticket-bot:8080;proxy_set_header Host $host;proxy_set_header X-Forwarded-For $proxy_add_x_forwarded_for;proxy_set_header X-Forwarded-Proto $scheme;}location /api/admin/ {proxy_passhttp://support-ticket-bot:8080;proxy_set_header Host $host;proxy_set_header X-Forwarded-For $proxy_add_x_forwarded_for;proxy_set_header X-Forwarded-Proto $scheme;}
Valkey
The Docker Compose stack now always starts a bundled Valkey container. It is used for:
  • web admin sessions
  • GitHub OAuth state
  • passkey registration/login ceremony state
Recommended VALKEY_ADDR inside Docker is the shared UNIX socket path:
VALKEY_ADDR=/run/support-ticket-valkey/valkey.sock
The bundled Valkey service also keeps TCP on support-ticket-valkey:6379, so existing configs continue to work. If VALKEY_ADDR is empty, the bot still falls back to an in-memory store.
Commands
User Commands (in private chat with bot)
CommandDescription
/startStart the bot and see welcome message
/newticketCreate a new support ticket
/myticketsView your tickets
/cancelCancel current operation
/languageChange your language
Admin Commands
CommandDescription
/helpShow admin help
/ticketsList all open tickets
/closeClose current ticket (in ticket thread)
/reopenReopen closed ticket (in ticket thread)
/priority [level]Set ticket priority (low/normal/high/urgent)
/infoView ticket details
/ban [user_id] [reason]Ban user from creating tickets
/unban [user_id]Unban user
/bannedList all banned users
/note [text]Add internal note (admin-only)
/notesView ticket notes
/stats [days]View ticket statistics
/cannedList canned responses
/addcanned [shortcut] [title] | [content]Add a canned response
/delcanned [shortcut]Delete a canned response
/[shortcut]Send a canned response inside a ticket thread
Configuration (config.yaml)
bot:
log_level: infotickets:
auto_close_hours: 0# Auto-close after X hours (0 = disabled)max_open_per_user: 3# Maximum open tickets per usernumber_prefix: "TKT"# Ticket number prefixpriority_enabled: truedefault_priority: normalcaptcha:
enabled: truetype: custom # math, button, text, customtimeout_seconds: 120questions:
- question: "How much is 2 + 2?"correct_answer: "4"options: ["3", "4", "5", "6"]
- question: "Tap the word Support"correct_answer: "Support"options: ["Ticket", "Support", "Panel", "Hello"]hwid:
enabled: truedelete_cooldown_hours: 24trigger_keywords:
- "hwid"
- "хвид"
- "удалить устройство"
- "лимит устройств"
- "delete device"
- "device limit"business_hours:
enabled: truetimezone: "Europe/Moscow"start: "10:00"end: "19:00"messages:
welcome: | 👋 Welcome to Support! Send me a message to create a ticket.ticket_created: | ✅ Ticket #{ticket_number} created!ticket_welcome: | 👋 <b>Hello!</b> Your ticket #{ticket_number} is now open. You can send any extra details in this chat at any time.ticket_welcome_ru: | 👋 <b>Здравствуйте!</b> Ваш тикет #{ticket_number} открыт. Вы можете отправить дополнительные детали в этом чате в любое время.ticket_out_of_hours: | 🌙 <b>We are currently outside business hours.</b> We received your ticket #{ticket_number} and will reply during working hours. <b>Support hours:</b> <code>{working_hours}</code>.ticket_out_of_hours_ru: | 🌙 <b>Сейчас нерабочее время.</b> Мы получили ваш тикет #{ticket_number} и ответим в рабочие часы. <b>Часы поддержки:</b> <code>{working_hours}</code>.ticket_closed: | 🔒 Ticket #{ticket_number} has been closed.
Optional .env values for panel integration:
REMNAWAVE_URL=https://panel.example.comREMNAWAVE_TOKEN=your_remnawave_token_hereREMNAWAVE_MODE=remoteREMNAWAVE_HEADERS=
Database Migrations
The bot uses golang-migrate for database schema management. Migrations run automatically on startup.
Migration Files
Located in internal/database/migrations/:
000001_initial_schema.up.sql # Creates tables
000001_initial_schema.down.sql # Drops tables (rollback)
000002_sync_tickets_id_sequence.up.sql
000002_sync_tickets_id_sequence.down.sql
000003_add_hwid_delete_tracking.up.sql
000003_add_hwid_delete_tracking.down.sql
000004_add_user_onboarding.up.sql
000004_add_user_onboarding.down.sql

Adding New Migrations
  1. Create a new migration file pair:
    000002_add_feature.up.sql
000002_add_feature.down.sql

  2. Write your SQL changes in the .up.sql file
  3. Write the rollback in the .down.sql file
  4. Restart the bot - migrations run automatically
Manual Migration Commands
If you need to manage migrations manually:
# Install migrate CLI
go install -tags 'postgres' github.com/golang-migrate/migrate/v4/cmd/migrate@latest
# Run migrations up
migrate -path internal/database/migrations -database "postgres://user:pass@localhost:5432/dbname?sslmode=disable" up
# Rollback one migration
migrate -path internal/database/migrations -database "postgres://user:pass@localhost:5432/dbname?sslmode=disable" down 1
# Check current version
migrate -path internal/database/migrations -database "postgres://user:pass@localhost:5432/dbname?sslmode=disable" version
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A Telegram bot for managing support tickets using forum threads
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