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Telegram CRM

Telegram Ticketing System — Status, SLA, Kanban & Linked Chats

A Telegram ticketing system inside Entergram CRM. Six statuses, three priorities, custom fields, SLA with reminders, kanban grouping by status or priority, bulk actions, and tickets linked to one or many Telegram chats. Available on Pro.

Type a message… Ticket #TKT-1042 OPEN

Issue tracker that lives next to the Telegram chat

Create a ticket from the Tickets page or directly from a chat's details panel — the ticket is pre-linked to that chat. Work it from the table or the kanban view, drop comments for context across shift handoffs, watch the SLA badge shift from green to red as time elapses.

Read the tickets docs
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    Six statuses, three priorities

    Status: NEW, OPEN, PENDING, BLOCKED, SOLVED, CLOSED. Priority: LOW, MEDIUM, HIGH. Sort and filter on either; the kanban view groups by whichever you pick.

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    SLA with auto-warnings

    Set a default SLA per workspace (e.g. 8 hours). Badges shift Healthy → Warning → Breached. Configure a lead-time warning and Entergram delivers it via the Reminder Bot to the assignee's Telegram.

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    Custom fields

    Add Severity (S1/S2/S3/S4), Product area (multiselect), ARR (number), Customer ETA (date), Needs engineer? (checkbox) — whatever your process needs.

Frequently asked questions

Frequently asked questions

How do tickets connect to Telegram chats?
Every ticket can be linked to one or many Telegram chats. From a chat's details panel → Tickets tab, you can create a ticket pre-linked to that chat. From a ticket, the linked-chat avatars take you back to the conversation.
How does the SLA work?
An owner or admin sets a default SLA in Workspace Settings (e.g. 8 hours). Each new ticket's clock starts from creation. The SLA badge color shifts from green (Healthy) through yellow (At risk) to red (Breached). Resolved before the deadline = Met; resolved after = Met late.
Will I get warned before an SLA breach?
Yes — configure a warning lead time (e.g. 2 hours before breach). Entergram delivers the warning to the assignee's Telegram via the Reminder Bot. The recipient defaults to the assignee, falling back to the ticket creator if no one is assigned.
Can I close a batch of old tickets at once?
Yes. Filter the table to (for example) Status = SOLVED with Closed at < 30 days ago, select all, then bulk set Status → CLOSED. The activity log records every change for audit.
Are tickets isolated per workspace?
Yes. Tickets live entirely within one workspace. Users in another workspace cannot see your tickets, not even by guessing IDs — every ticket query is scoped to your workspace and verifies your membership.
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