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Why You Should Consider Including Telegram in Your Omnichannel Support

It’s no secret that messaging apps have revolutionized how businesses provide customer support to their clients. Today, 92% of people use at least one messaging app, and over 2 billion users visit these apps every month. So utilizing them has become par for the course at this point in life. However, figuring out which messaging apps are worth investing in can be a bit of a challenge. So today, we are here to explain why Telegram is worth the investment, and why you should include it in your omnichannel support with Jira.

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Why is Telegram so popular nowadays?

Telegram’s rise in popularity is rather interesting if you think about it. After all, the app had 200 million active users back in 2018, but that number has seen a significant jump, so that by July of 2021, it had 550 million monthly active users. That is a 175% jump in users in three years. So why are a lot of people flocking towards it? Honestly, there could be a lot of contributing factors. Either way, it’s been gaining traction, with over 40% growth each year since it launched in 2013.

Numerous comparisons come between WhatsApp and Telegram for usability and popularity. Much like WhatsApp, it’s free and encrypted, but it also has a lot of features that make it stand out.

For one thing, Telegram is very user-friendly, offering group chats for up to 200,000 members, and has many public groups that anyone can join. In fact, many users rely solely on Telegram groups exclusively as a primary means of communication. Users can send files of any type up to 1.5 GB in size with any number of people at the same time. There are no limits on the amount of data stored in their account or the length of video files that can be sent.

Also, because Telegram is an open source platform with a lot of API documentation available, developers have created hundreds of bots and other applications that can be used with Telegram channels.

It’s also known for being popular with the younger crowds. According to Statista, 72% of Telegram’s users range from 18-29 years old. Since the younger generations are all about efficiency and more advanced features, it is easy to see why they prefer it to other apps, since it’s faster and better suited for their needs.

Not to mention, a lot of people have made the switch from WhatsApp to Telegram after the new controversial data privacy policies WhatsApp had decided to implement.

Why should you consider adding Telegram to your Omnichannel support?

It goes without saying that everyone likes to communicate using their preferred messaging apps. Since Telegram is one of the most popular ones out there right now, it’s the ideal choice for you to include when setting up your omnichannel support system. 

Here are some of the reasons why you should consider it:


It’s quite possible a large number of your customers are already on Telegram. Not to mention, it is versatile, and available on Android, iOS, macOS and Windows. So, this won’t create an issue with your customers on what device they prefer to use.

Support automation

By creating bots on Telegram, you can automate and streamline your communication process. This will help enhance the overall customer experience, offering them a personalized approach through immersive conversations using dialogues, menus, and forms.

Easy integration

There are a variety of apps available to help integrate Telegram with Jira Service Management. With this, you can keep track of support and software issues your users are having through Telegram.

Extensive features

With Telegram, you can customize your notifications to a greater extent than other messenger apps. Their bots are easy to create and manage, offering a lot of flexibility. It is basically a blend of features with its group chat and instant messaging capabilities, but in a cloud-based system.

How can you integrate Telegram with Jira?

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With an app such as our very own Telegram to Jira Connector, you can facilitate a Jira integration with Telegram. As a prominent tool for a Telegram to Jira integration, the app provides an optimal way for omnichannel communications to boost customer engagement, improve agent productivity and speed up communications between businesses and customers.

The steps in the following videos can help you:

To learn how to customize your bot, you can check out this playlist.


It's no secret that messaging apps are the best means for communication. They are convenient and offer a means for direct contact between users and businesses. Using it for customer support provides a light and conversational approach rather than the stiff and long FAQ pages.

Using Telegram is simple, the app is secure, with numerous benefits. Including it in your omnichannel support will help improve customer engagement and agent productivity. Definitely an option to consider.



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