Tickets from Yandex Messenger into SimpleOne
Staff write in a messenger, the ticket appears in the ITSM system and follows its rules. Delivered as an installable platform package, not a one-off patch.
Task
“People write in a messenger while tickets live in SimpleOne. Requests get lost between the chat and the system, and agents answer in two windows.”
Solution
Yandex Messenger integration with SimpleOne: a chat thread creates a ticket, agent replies return to the same chat, statuses and attachments stay in sync. Packaged as an installable platform solution.
Result
one chatinstead of two windows
package 1.0installs into SimpleOne without a developer
reusableacross the platform's customers
How it works
A bridge between messenger and platform
The bot receives Yandex Messenger messages and calls the SimpleOne API: it creates the ticket, appends comments and changes statuses. The chat-to-ticket mapping is stored on the solution side, so the thread survives ticket reopening and the agent sees the full history.
Replies come back to the same chat
When an agent answers in SimpleOne, the reply goes to the author in the messenger with the ticket number and current status. Attachments travel both ways, long answers are not truncated, and internal events are filtered out to keep the chat quiet.
A package, not a patch
Everything ships as a SOP package for the platform: installed with native tooling, configured in the UI — bot token, queue mapping and message templates. The next customer gets it deployed without a developer.
integrations
scope
Request-flow analysis, messenger-to-platform bridge, status and attachment sync, SOP packaging, install and setup documentation.