Tickets overview

Tickets are a workspace-level issue tracker tied to your Telegram conversations. Every ticket has a status, priority, assignee, optional SLA, custom fields, files, comments, and a link to one or more Telegram chats.

Tickets is gated behind two switches: it must be enabled for the installation, and your workspace owner must enable it in Workspace Settings. Only workspace members can see or open tickets.

What tickets are for

• Inbound support — customer asks a question in a DM; you open a ticket to track the resolution
• Sales handoffs — SDR hands a qualified lead to an AE and the ticket tracks the handoff
• Community escalations — a moderator flags an issue in a group and the team tracks the investigation
• Internal work tied to conversations — “follow up with X by Friday”, “refund Y once finance confirms”

The ticket table

Every workspace ticket shows as a row.

Standard columns

• Ticket ID — short unique code like #DSA312
• Chats — up to 3 linked chat avatars; click +N more for the rest
• Title — inline editable
• Status — colored badge: NEW, OPEN, PENDING, BLOCKED, SOLVED, CLOSED
• Priority — LOW, MEDIUM, HIGH
• Assign to — member avatar; click to reassign
• Created at / by / Closed at / by — audit fields
• Date — optional due or event date
• Files — attachment count
• Comments — count + latest comment preview
• Description — first lines of the body
• SLA — colored badge with remaining/overdue time
• Custom columns — whatever fields your workspace adds

Search, filter, sort

• Global text search covers title and description
• Faceted filters: status, priority, assignee, SLA state, linked chats, and any custom select/multiselect/checkbox field
• Click a header to sort; status and priority sort in natural order
• Default sort: “newest first”

Creating a ticket

Fields available

• Title (required)
• Description (multi-line)
• Linked chats — multi-select; search by chat name, username, or account
• Priority — defaults to MEDIUM
• Status — defaults to OPEN
• Assign to — any workspace member, or Unassigned
• Date — optional calendar date
• Files — up to 3 files, max 5 MB each
• Custom fields — whatever’s configured
• Comments — you can stage comments to be posted alongside the ticket

Three ways to start a ticket

A) From the Tickets page

1. Click “New ticket”
2. Fill the fields; linked chats is optional
3. Submit — the ticket appears in the table

B) From a chat

1. Open the chat in the Messages page
2. Open the chat details panel → Tickets tab
3. Click “Create ticket” — pre-linked to that chat

C) From a broadcast follow-up

After a broadcast, filter the Messages page by recent incoming messages from a tagged segment, select the rows, and use the Tickets column to open tickets one by one with the chat pre-linked.

Example: support ticket from a DM

• Customer: “My payment failed, what now?”
• In their chat → Tickets tab → Create ticket
• Title: Failed payment — investigate
• Priority: HIGH
• Assign to: the billing team lead
• Linked chats: auto-filled with the customer’s chat
• Comment (staged): “Ran card through Stripe — 3DS challenge failed, customer on EU card”
• Submit — ticket opens in OPEN status, SLA starts counting

Working on a ticket

Clicking a ticket opens a side sheet with every editable field plus read-only metadata (ID, created at/by, closed at/by, SLA badge, counters) and a Comments tab.

Edits are optimistic — you see them instantly. If the server rejects (say, permission), the change rolls back.

Closing a ticket

Setting Status to CLOSED stamps closedAt and closedBy automatically and stops the SLA clock. Closed tickets become read-only — no new comments, files, or field edits.

To re-open, change the status back to OPEN (or whatever earlier state). The close stamps stay on the ticket as history.

Linked chats

A ticket is linked to the Telegram chats that the work is about.

• Any number of chats can be linked
• The table shows up to three chat avatars per ticket with a “+N more” expander
• The details panel has a picker to add or remove linked chats at any time
• On a Telegram chat, the Tickets column shows how many tickets reference it

Two-way navigation: from a chat you can see its tickets, and from a ticket you can jump back to any linked chat.

Permissions

Action	Member	Admin	Owner
See the Tickets page	✓	✓	✓
Filter / sort / search tickets	✓	✓	✓
Create a ticket	✓ (if “Members can create tickets”)	✓	✓
Edit fields, status, priority, assignee	✓ (if “Members can edit tickets”)	✓	✓
Delete a ticket	✓ (if “Members can delete tickets”)	✓	✓
Manage custom ticket fields	—	✓	✓
Set / change SLA and SLA reminders	—	✓	✓
Toggle feature on/off	—	—	✓