ticket/COMMANDS.md

Ticket Telegram Bot Commands

Main commands

/start

Register the Telegram user. New users stay pending until an administrator approves them.

/help

Show a short command summary in Telegram.

/tic <ticket>

Search similar solved tickets for an existing ticket. If the user has saved filters and the command does not specify an Area/Product/Competence/Client filter, saved filters are applied automatically.

Examples:

/tic 658726
/tic 658726 area
/tic 658726 sottoarea
/tic 658726 prodotto
/tic 658726 competenza
/tic 658726 cliente
/tic 658726 no_cliente
/tic 658726 filtri
/tic 658726 recenti 24
/tic 658726 codice
/tic 658726 media
/tic 658726 alta

Filter meanings:

• area: only suggestions in the same Area as the query ticket.
• sottoarea: only suggestions in the same Sottoarea as the query ticket.
• prodotto: only suggestions with the same Product.
• competenza: only suggestions with the same Competence.
• cliente: only suggestions from the same Client.
• no_cliente: exclude suggestions from the same Client.
• filtri: apply or reapply the user's saved Product/Competence/Area/Subarea filters.
• recenti <mesi>: only suggestions opened in the last N months.
• codice: require the same detected error/code token.
• media: require at least medium confidence.
• alta: require high confidence.

Explicit IDs are also supported:

/tic 658726 area 12
/tic 658726 sottoarea 44
/tic 658726 prodotto 24
/tic 658726 competenza 8
/tic 658726 cliente 1234

/cerca <testo>

Search similar solved tickets from free text, without needing a source ticket. Saved filters are applied automatically unless the command specifies an Area/Product/Competence/Client filter.

Examples:

/cerca errore fiscality password non valida
/cerca --area 12 errore fiscality password non valida
/cerca --prodotto 24 --ultimi-mesi 18 errore importazione
/cerca --filtri --media errore stampa fattura

Supported /cerca flags:

• --area <id>
• --sottoarea <id>
• --prodotto <id>
• --competenza <id>
• --cliente <id>
• --filtri
• --codice
• --ultimi-mesi <mesi>
• --media
• --alta

Inline result buttons

Every AI result includes inline buttons:

• Dettaglio: open the suggested ticket detail. For /tic searches, this also records weak positive feedback as opened.
• Utile: record useful feedback.
• Non utile: record negative feedback.
• Preferito: save the suggested ticket in your favorites and record positive feedback.
• Altri risultati: fetch the next page of results.
• Solo area, Solo sottoarea, Solo prodotto, Solo competenza, Stesso cliente, Escludi cliente: rerun the search with a stricter filter.
• Recenti 24m, Stesso codice, Min media, Miei filtri, Reset: rerun the search with the selected control.

Text feedback commands still work:

/utile_<query_ticket>_<suggested_ticket>
/non_utile_<query_ticket>_<suggested_ticket>

Feedback is used during future AI ranking. utile, preferito, and opened details count as positive feedback; non_utile counts as negative feedback.

Ticket detail and favorites

/Ticket_dettaglio_<ticket>

Download and send the HTML detail for a ticket.

/preferito_<ticket>

Save a ticket in your favorites and notify the administrator.

/preferiti

Show your saved favorite tickets. The same list is available from the 💜 Preferiti keyboard button.

Saved filters

The main keyboard exposes:

• 🖍 Crea filtro x Competenze
• 📦 Crea filtro x Prodotto
• 👥 Crea filtro x Area
• 👥 Crea filtro x Sott.Area
• 📌 I mie filtri
• ✖ Cancella filtro
• 💜 Preferiti

Automatic new-ticket notifications use saved filters with AND between different types and OR inside the same type. For example: one Area + one Competence + two Products means Area AND Competence AND (Product 1 OR Product 2).

Generated filter commands:

/_id_c_<competence_id>
/_id_p_<product_id>
/_id_area_<area_id>
/_id_suba_<subarea_id>

Generated delete commands:

/Competen_id_cf_<filter_id>
/Prodotto_id_cf_<filter_id>
/Area_id_cf_<filter_id>
/Sottoarea_id_cf_<filter_id>

Notification controls

/notifiche_status

Show personal notification settings.

/notifiche_on

Resume personal notifications.

/notifiche_off

Pause personal notifications.

/silenzio <ora_inizio> <ora_fine>

Set quiet hours. Hours are 0-23.

Example:

/silenzio 22 7

/silenzio_off

Disable quiet hours.

/digest <minuti>

Send notifications at most once every N minutes.

Example:

/digest 30

/digest_off

Disable digest throttling.

/gravita_alta_on

Only notify tickets whose gravity text looks high/urgent/critical/blocking.

/gravita_alta_off

Notify all gravity levels again.

Admin commands

/Approval_<telegram_user_id>

Approve a pending user. This command is restricted to administrators.

/ai_stats

Show indexed ticket count, search count, no-result count, average retrieval time, and feedback totals.

/ai_no_result

Show recent AI searches with zero results.

/ai_negative

Show recent negative feedback.

/ai_top_useful

Show tickets with the most positive feedback.