Discord vs Telegram: Best Choice for Customer Support [2025]

Nowadays when businesses, developers, and creators need a chatbot for customer support, they often choose between communication and messaging apps that are already being used by their customers. Some of these platforms, like Telegram or Discord, allow users to set up bots for customer service, but they function very differently.

If you need a ticket bot or support chatbot to manage customer inquiries, it's important to understand how platforms handle support differently. This guide will compare them and help you choose the best platform for your needs.

How Ticket Bots Work on Discord

Discord is a server-based platform with dedicated text and voice channels.

When using a ticket bot, users can request support in several ways:

1. Using Slash Commands
   • Users type a specific command in a designated support channel or in direct messages with the bot.
   • Example: Typing /ticket create will prompt the bot to generate a ticket.
2. Clicking a Reaction or Button
   • Some bots provide an interface where users click a button (e.g., "Open Ticket") or react with an emoji (e.g., 🎫) to create a ticket.
   • This is typically set up in a public support channel with a pinned message explaining the process.
3. The Bot Creates a Private Ticket Channel or Thread
   • Once the request is made, the bot automatically generates a private channel or thread that only the user and support staff can see.
   • This keeps discussions organized and ensures privacy.
4. Support Agents Join the Ticket
   • Assigned staff members are notified when a new ticket is created.
   • They can then enter the private thread and respond directly to the user.
5. Ticket Resolution and Closure
   • Once the issue is resolved, either the user or staff can close the ticket using a command (e.g., /ticket close).
   • Some bots also archive the conversation for future reference.

Thanks to this Discord Ticket bots, server users can get support within their community or organization.

Pros of Using a Ticket Bot on Discord

✅ Private threads in channels keep conversations organized.

✅ Easy integration with Discord roles and permissions.

✅ Works well for large communities and gaming servers.

Cons of Using a Ticket Bot on Discord

❌ Requires users to be in a Discord server to access support.

❌ Not ideal for businesses that need direct customer messaging.

❌ Discord user base worldwide is not as large as Telegram.

If you want to know how to set up a ticket bot on Discord, many bots like TicketsBot, DynoBot, and ModMail provide step-by-step setup guides.

How Support Chatbots Work on Telegram

Telegram is not server-based like Discord, so it doesn’t use threads or private ticket channels.

Telegram support bots handle customer service differently:

1. A user initiates support by sending a message to the bot in a private chat or in a group where the bot is a member.
2. The bot forwards the message to the bot owner or support team, who receive it and respond anonymously.
3. The user in the private chat, or the users in the group where the bot is present, receive responses as if they were sent directly by the bot.
4. The conversation is managed by the bot owner or support team through a web app individually, ensuring smooth communication. Chats remain open until the ticket is manually closed, snoozed, blocked, or muted.
5. Once closed, chats can be reviewed or managed by AI for automation.

This is possible thanks to SUCH bots, which allow Telegram to offer flexible customer support without requiring dedicated server structures like Discord, and allow support agents to manage their interactions through a powerful but minimalistic web app.

Pros of Using a Support Bot on Telegram

✅ Users don’t need to join a server—just chat with the bot.

✅ Works best for direct customer support, SUCH lets you automate live chat with AI.

✅ Support chatbots built with SUCH are fully customizable.

✅ Unlike Discord, Telegram is a mobile-first app, providing a better experience for mobile users.

✅ Chats can be managed through the SUCH web app.

✅ SUCH bots can be added to Telegram groups, allowing group members to communicate with them.

✅ The SUCH bot builder is free to use, allowing you to create unlimited Telegram support bots.

Cons of Using a Support Bot on Telegram

❌ No threaded ticket system like in Discord.

❌ No access to advanced metrics or analytics tools.

Why Telegram’s SUCH Chatbots Are Different

SUCH is a no-code chatbot builder that allows businesses and communities to create Telegram customer support bots.

Unlike traditional ticket bots, SUCH-powered bots offer more flexibility:

• Features like **Quick Replies, AI-powered responses, and team collaboration** make support more efficient.
• Bots can handle private 1-on-1 support or work in groups with teams.
• Support agents can reply directly from Telegram or the SUCH web app.
• Unlike Discord, where tickets are handled in servers, SUCH bots let businesses offer support without needing a shared chat space.

This makes SUCH a great alternative for businesses looking for a simple, user-friendly way to manage customer inquiries on Telegram.

Which One Should You Choose?

If your focus is community-based support, Discord is a great choice. If you need direct, user-friendly customer support, Telegram with SUCH is the better solution.

Final Thoughts

Using chatbots for support is great for reaching your audience directly, in an app that’s familiar to them, but it’s important to make the right choice for your business.

Both Discord and Telegram offer bots for customer support, but their approaches to ticketing are different. Discord’s ticket bot system is best for community-focused team-based support, while Telegram’s bots—especially those built with SUCH—are ideal for businesses that need fast, direct customer interactions.

Need to build your own Telegram support bot? Just start the SUCH bot for the best codeless solution.

‍