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Raise a Support Ticket from Telegram

Your company's Admin or SOPC user can raise a Merciglobal support ticket simply by sending a Telegram message — no login, no form. Describe the problem, attach a screenshot if you have one, tap Raise ticket, and you get the ticket number back instantly. 🎫

Who can use it

  • Only the ADMIN and SOPC users of your ERP project.
  • The user must be Active, and their mobile number must be saved in Mobile or Mobile 2 of the ERP user master.
  • A mobile number newly entered or changed in the ERP starts working within about 15 minutes.

🔐 Tip: If the bot says your number is not registered, ask your ERP admin to update the ADMIN / SOPC mobile number in the user master, then try again after 15 minutes.

Where to find it

Open the Merciglobal bot on Telegram: @Merciglobal_bot.

  • Write to the bot in a private chat. Messages sent to the Merciglobal company Telegram number are only archived — they do not create tickets.
  • No commands are needed. You never type a project name — the project is picked from your mobile number.

First time only: share your mobile number

Telegram never gives a bot your phone number on its own. The first time you write, the bot shows a 📱 Share my mobile number button.

  1. Tap 📱 Share my mobile number.
  2. Confirm the share in Telegram.

That's it — your number is remembered and the button is not asked again.

How to raise a ticket

  1. Describe the problem in plain words (English or Hindi), the way you would tell our support team.
  2. Attach screenshots, photos or files if they help — photos, PDF, Excel and Word files are all accepted.
    • Everything you send within 10 minutes goes into the same ticket — for example a screenshot first, then a line of explanation.
  3. The bot shows a confirmation card: 🎫 Raise a support ticket for <your project>? with a short preview of your message and the number of files attached.
  4. Tap ✅ Raise ticket. (Tap ✖ Cancel if you changed your mind — nothing is created.)

  5. The bot replies with your ticket number:

    ✅ Ticket #<number> raised for <your project>. Our support team will take it up. Please quote this ticket number in any follow-up.

Your ticket appears in the ERP Support Center like any other ticket, with your first file attached. Follow its progress there.

If your mobile is linked to more than one project

The confirmation card shows one button per project (for example ✅ PROJECT A, ✅ PROJECT B). Tap the project the problem belongs to.

Good to know

  • Nothing is created until you tap ✅ Raise ticket. Short replies such as "ok", "thanks", 👍 or stickers are ignored and never become tickets.
  • Only you can tap your own card. Tapping twice never creates two tickets.
  • The card expires after 24 hours. If you see "This request has expired", simply send your message again.
  • Number not registered? The bot replies that the mobile is not the ADMIN or SOPC user of any Merciglobal project. Ask your ERP admin to raise the ticket, or to update the ADMIN / SOPC mobile number in the ERP user master.
  • There are no Telegram commands to list or check tickets — use Support Center in the ERP for that.