本指南帮助客服团队成员高效使用票务中继系统。
This guide helps support team members efficiently use the ticket relay system.
客户群 | Customer Group → 员工群 | Staff Group
↓ ↓
客户提问 收到 Wrapper 工单
Customer asks Receive wrapper ticket
↓ ↓
↓ 员工回复 Wrapper
↓ Staff replies to wrapper
↓ ↓
收到回复 ← ─ ─ ─ ─ ─ ─ ─ ─ ─ 自动转发
Receive reply Auto-forwarded
- Wrapper 工单消息 | Wrapper Ticket Message: 包含工单信息的文本消息
- Ticket ID: 唯一的工单编号，格式如
#1737456789000 - Reply 回复: 必须使用 Telegram 的"回复"功能
- Anchor 锚点: 用于追踪同一工单的后续对话
当客户提问时，您会在员工群看到：
When a customer asks a question, you'll see in the staff group:
🎫 Ticket #1737456789000
📍 From group: Customer Support Group A
👤 User: @john_doe
──────────────────────────────
How do I reset my password?
Wrapper 消息说明 | Wrapper Message Explanation:
- 第一行：工单号 | Line 1: Ticket number
- 第二行：来自哪个客户群 | Line 2: Which customer group
- 第三行：哪个用户 | Line 3: Which user
- 分隔线后：客户的问题 | After divider: Customer's question
如果是媒体消息 | If Media Message:
Wrapper 下方会有原始图片/文件/视频等（作为回复）。
Original image/file/video will appear below wrapper (as a reply).
- 找到包含
🎫 Ticket #xxx的 Wrapper 消息 - 点击该消息的"回复" | Click "Reply" on that message
- 输入您的回答 | Type your answer
- 发送 | Send
您的回复 | Your reply:
Hello! To reset your password:
1. Click "Forgot Password" on login page
2. Enter your registered email
3. Check your email for verification code
4. Set new password
- ❌ 直接在群里发消息（不 reply）
- ❌ Sending messages directly in the group (without replying)
- ❌ 回复媒体副本消息（如果有）
- ❌ Reply to media copy message (if any)
- ❌ 回复其他员工的消息
- ❌ Reply to other staff messages
回复发送后，Bot 会确认：
After sending reply, bot will confirm:
Bot: ✅ Reply sent to customer group
客户可能在同一工单下继续提问。您会看到：
Customers may continue asking on the same ticket. You'll see:
💬 Continued message (Ticket #1737456789000)
👤 @john_doe
────────────────────
I didn't receive the verification email
处理方式 | How to Handle:
仍然回复原始的 Wrapper 消息（带 🎫 的那条）！
Still reply to the original Wrapper message (the one with 🎫)!
问题解决后，关闭工单：
After issue is resolved, close the ticket:
回复 Wrapper 消息，发送：
Reply to Wrapper message and send:
/close
或 | or
/done
效果 | Effect:
- Bot 确认：
✅ Ticket #xxx closed - 客户无法继续在该工单下提问
- Customer cannot continue on this ticket
- 如客户回复会提示工单已关闭
- If customer replies, will be notified ticket is closed
如需重新打开已关闭的工单：
To reopen a closed ticket:
回复 Wrapper 消息，发送：
Reply to Wrapper message and send:
/reopen
效果 | Effect:
- Bot 确认：
✅ Ticket #xxx reopened - 客户可以继续在该工单下对话
- Customer can continue conversation on this ticket
步骤 1：收到工单 | Step 1: Receive Ticket
员工群显示 | Staff group shows:
🎫 Ticket #1737456789000
📍 From group: Customer Support Group
👤 User: @alice
──────────────────────────────
I can't login, forgot my password
步骤 2：回复工单 | Step 2: Reply to Ticket
您（点击回复 Wrapper）| You (reply to wrapper):
Hello! I can help you with that.
To reset your password:
1. Go to https://example.com/reset
2. Enter your email address
3. Check your email for the reset link
4. Click the link and set a new password
Let me know if you need any help!
步骤 3：客户继续提问 | Step 3: Customer Continues
员工群显示 | Staff group shows:
💬 Continued message (Ticket #1737456789000)
👤 @alice
────────────────────
I didn't receive the email
步骤 4：再次回复 | Step 4: Reply Again
您（仍然回复原 Wrapper）| You (still reply to original wrapper):
No problem! Please check:
1. Your spam/junk folder
2. Make sure you entered the correct email
If still not received, I can manually reset it.
What's your registered email?
步骤 5：问题解决，关闭工单 | Step 5: Issue Resolved, Close Ticket
您（回复 Wrapper）| You (reply to wrapper):
/close
Bot 确认 | Bot confirms:
✅ Ticket #1737456789000 closed
您可以回复任何类型的内容：
You can reply with any type of content:
✅ 纯文本 | Plain Text
Just type your text answer
✅ 图片 + 说明 | Image + Caption
Attach image → Add caption → Send
✅ 视频教程 | Video Tutorial
Attach video → Send as reply
✅ 文件 | Files
Attach document → Send as reply
✅ 语音消息 | Voice Message
Record voice → Send as reply
-
始终回复 Wrapper | Always Reply to Wrapper
- 寻找带 🎫 Ticket #xxx 的消息
- Look for message with 🎫 Ticket #xxx
-
及时回复 | Reply Promptly
- 尽快响应客户问题
- Respond to customer questions ASAP
-
使用关闭命令 | Use Close Commands
- 问题解决后使用 /close
- Use /close after issue is resolved
-
保持专业 | Stay Professional
- 友好、耐心、清晰
- Friendly, patient, clear
-
不要直接发消息 | Don't Send Direct Messages
- ❌ 在群里直接发，不 reply
- ❌ Send in group without replying
-
不要回复错误的消息 | Don't Reply to Wrong Message
- ❌ 回复媒体副本而非 Wrapper
- ❌ Reply to media copy instead of wrapper
-
不要忘记关闭 | Don't Forget to Close
- ❌ 问题解决后不关闭工单
- ❌ Leave tickets open after resolution
- 工单活跃，可以继续对话
- Ticket is active, conversation can continue
- 客户可以回复和续聊
- Customer can reply and continue
- 工单已关闭，问题已解决
- Ticket is closed, issue resolved
- 客户回复会收到提示
- Customer reply will get notification
- 可以使用 /reopen 重新打开
- Can use /reopen to reopen
- 尽量在 5-10 分钟内首次回复
- Try to give first reply within 5-10 minutes
- 如果需要时间调查，告知客户
- If investigation needed, inform customer
- 使用简单易懂的语言
- Use simple, clear language
- 分步骤说明解决方案
- Explain solutions step by step
- 必要时提供链接或截图
- Provide links or screenshots when needed
- 确认问题是否真正解决
- Confirm issue is actually resolved
- 询问是否还有其他问题
- Ask if there are other issues
- 然后再关闭工单
- Then close the ticket
- 对于复杂问题，在回复中记录关键信息
- For complex issues, record key info in replies
- 方便后续查看工单历史
- Helpful for reviewing ticket history
- 如果需要其他同事帮助，在 Wrapper 下讨论
- If need colleague's help, discuss under wrapper
- 所有回复都会记录在同一工单下
- All replies are recorded under the same ticket
A: 寻找包含 🎫 Ticket #xxx 的消息，那就是 Wrapper，必须回复它。
A: Look for message containing 🎫 Ticket #xxx, that's the wrapper, must reply to it.
A: 仍然回复原始的 Wrapper（带 🎫 的那条），不要回复续聊消息本身。
A: Still reply to original wrapper (the one with 🎫), don't reply to continued message itself.
A: 检查：
- 是否回复了正确的 Wrapper 消息？
- Are you replying to correct wrapper message?
- Bot 是否在线？
- Is bot online?
- 查看 Bot 日志是否有错误
- Check bot logs for errors
A: 不会！每个工单都有唯一的 Ticket ID，回复对应的 Wrapper 即可。
A: No! Each ticket has unique Ticket ID, just reply to corresponding wrapper.
A: 可以！所有员工都可以回复同一个 Wrapper，客户会收到所有回复。
A: Yes! All staff can reply to same wrapper, customer will receive all replies.
A: 在员工群向上滚动查看之前的 Wrapper 消息和回复历史。
A: Scroll up in staff group to view previous wrapper messages and reply history.
A: 可以！回复 Wrapper 并发送 /reopen 重新打开工单即可。
A: Yes! Reply to wrapper and send /reopen to reopen the ticket.
检查清单 | Checklist:
- 是否回复了 Wrapper 消息（带 🎫 的）？
- Did you reply to wrapper message (with 🎫)?
- Bot 是否显示"✅ Reply sent"？
- Did bot show "✅ Reply sent"?
- Bot 是否在客户群中？
- Is bot in customer group?
- Bot 是否有发送权限？
- Does bot have send permission?
解决方法 | Solution:
- 向上滚动群消息
- Scroll up group messages
- 搜索 "Ticket #" 关键词
- Search for "Ticket #" keyword
- 检查是否已被删除
- Check if deleted
检查 | Check:
- 是否回复了 Wrapper？
- Are you replying to wrapper?
- 命令是否完整（/close 或 /done）？
- Is command complete (/close or /done)?
- 检查 Bot 日志
- Check bot logs
如果遇到任何技术问题：
If you encounter any technical issues:
- 查看本指南 | Check this guide
- 联系系统管理员 | Contact system administrator
- 查看 Bot 运行日志 | Check bot logs