Custom fields, SLA & comments
Three things turn a basic ticket queue into a real workflow tool: structured custom fields, time-bound SLAs, and threaded comments for context that survives shift handoffs.
Custom fields
Section titled “Custom fields”- Text (single line)
- Long text
- Number
- Date
- Select (one colored option)
- Multiselect (many colored options)
- Checkbox (true/false)
Managing fields (admin/owner)
Section titled “Managing fields (admin/owner)”- Open the custom columns popover on the ticket table
- “New field” → name, type, required flag, order
- For select/multiselect: add options, each with a color
- Reorder with arrows, delete with the trash icon
Members can add new select options inline while editing a cell.
Example fields for a support workspace
Section titled “Example fields for a support workspace”Severity(select) —S1 / S2 / S3 / S4Product area(multiselect) —Billing / Auth / Messaging / AnalyticsARR(number) — for prioritizing by customer sizeNeeds engineer?(checkbox)Customer ETA(date)
SLA in detail
Section titled “SLA in detail”How it gets set
Section titled “How it gets set”A workspace owner/admin picks a default SLA in Workspace Settings — e.g. “8 hours”. Every new ticket’s clock starts from creation and runs for the SLA duration. Leaving the setting blank disables SLAs across the workspace.
States
Section titled “States”- Not set — SLAs are off, or this ticket has none
- Healthy — well within budget; badge green; shows time remaining
- At risk / Warning — approaching the deadline; badge yellow
- Breached — past deadline, still open; badge red, shows time overdue
- Met — resolved before the deadline; badge blue, with a check icon
- Met late — resolved after the deadline; badge orange
The badge color shifts smoothly from green to red as time elapses.
SLA reminders
Section titled “SLA reminders”An owner/admin can configure a warning lead time — e.g. “notify me 2 hours before an SLA breach”. The recipient is by default “the assigned member, falling back to the ticket creator”.
Entergram sends the warning through the Reminder Bot to the designated member’s Telegram when the lead-time threshold is crossed.
Example
Section titled “Example”- Default SLA: 8 hours
- Warning lead: 2 hours
- A ticket is created at 09:00
- At 15:00, 2 hours before breach, the assignee receives a warning
- The assignee resolves it at 16:30 → status =
Met - If it had been resolved at 18:00 → status =
Met late
Filtering by SLA state
Section titled “Filtering by SLA state”The table’s SLA filter lets you isolate Breached, At risk, Not set, etc. Useful for daily standups (“show me everything breached or at risk”). The Kanban view keeps the SLA badge on every card.
Comments
Section titled “Comments”Threaded, text-only discussion on the ticket. Every comment stores author, timestamp, and body.
What you can do
Section titled “What you can do”- Add a comment from the input at the bottom of the Comments tab
- Edit or delete your own comments
- Long bodies collapse with “Read more”
- Closed tickets are read-only — the composer is disabled
Example
Section titled “Example”A support rep leaves: “Customer confirmed card works after 3DS retry. Keeping ticket open until next charge goes through — will close on Friday.”
Every workspace member sees who wrote what and when. This context survives across time zones and shift handoffs without re-explaining in every follow-up DM.
Attachment rules
Section titled “Attachment rules”- Up to 3 files per ticket
- Max 5 MB per file
- Allowed types: images (JPEG, PNG, GIF, WebP), PDF, plain text, Word/Excel, ZIP
How uploads work
Section titled “How uploads work”Files go to private storage. When you click a filename to download, Entergram issues a short-lived signed URL — files aren’t publicly accessible via raw URL.