SLAs & response deadlines
Put a clock on every Telegram support ticket.
Entergram adds SLAs to your Telegram tickets. Set a response target, and each ticket shows a live badge — Healthy, At risk or Breached — while the assignee gets a Telegram warning before the deadline lands. Promised replies stop slipping through.
An SLA — a service level agreement — is the promise behind your support: 'we'll respond within X hours.' Without a clock, that promise is a vibe; with one, it's measurable. Entergram lets you set a workspace SLA on your Telegram tickets so every open request carries a visible countdown. As time passes, the ticket's badge shifts from Healthy to At risk to Breached, and a lead-time warning is delivered to the assignee's own Telegram before the deadline — so the team fixes the slow ticket while there's still time, instead of explaining it afterward.
What it does
A response promise you can see, measure and defend
Set an SLA target for the workspace — say, eight hours to first response — and Entergram applies it to your tickets as a live status. A Healthy badge means there's comfortable time left; At risk means the deadline is close; Breached means it passed. The assignee doesn't have to watch the board: the Reminder Bot warns them on Telegram ahead of the deadline. And because every response time is measured, the analytics board reports SLA compliance per member, so 'are we hitting our SLA?' becomes a number, not an argument.
- Set a workspace SLA target for first response (e.g. 8 hours).
- Each ticket shows a live badge: Healthy → At risk → Breached.
- The assignee gets a lead-time SLA warning on their own Telegram.
- SLA badges show on the ticket, the list and the Kanban board.
- Per-member SLA compliance is reported on the analytics board.
- Runs on your real accounts via the Reminder Bot — no customer-facing bot.
Inside ticket SLAs
The SLA isn't a static field — it's a live clock that warns the right person and feeds your reporting.
Workspace SLA target
Define the response window once for the workspace and it applies across your tickets, so the whole team works to the same promise.
Healthy / At risk / Breached
Every ticket carries a colour-coded badge that updates as the clock runs, so a ticket about to slip is impossible to overlook.
Lead-time warning
Before the deadline, the Reminder Bot pings the assignee on Telegram — the warning lands while there's still time to act.
Visible everywhere
SLA status shows on the ticket itself, in the Tickets list and on the Kanban cards, so urgency travels with the work.
Compliance reporting
The analytics board reports response time, reply rate and per-member SLA compliance, so you can prove the promise is being kept.
Sort and triage by SLA
Surface At-risk and Breached tickets first, so the team always works the most time-sensitive requests before the rest.
From a promise to a measured SLA in four steps
SLAs sit on the tickets you already run — there's no separate system to configure.
- 01
Set the target
Choose a workspace SLA for first response — for example, eight working hours.
- 02
Watch the badges
Open tickets show Healthy, At risk or Breached as their clocks run, on the list and the Kanban board.
- 03
Catch it before it breaches
The Reminder Bot warns the assignee on Telegram ahead of the deadline, so slow tickets get attention in time.
- 04
Report on compliance
The analytics board rolls SLA performance up per member, turning your response promise into a number you can show.
Why SLAs are non-negotiable for Telegram support
Telegram raises the bar on speed. Customers treat it like a conversation with a person, so a reply that arrives hours late reads as neglect even when the answer is perfect. The problem is that Telegram gives teams no native way to track a response promise — there's no deadline on a chat message and no alert when one goes cold. An SLA closes that gap. By putting a target time on every ticket and a live Healthy / At risk / Breached badge on the card, Entergram makes the promise visible, so the team works the slow tickets first instead of discovering them in a complaint.
What turns an SLA from a report into a habit is the warning. Entergram delivers the lead-time alert to the assignee's own Telegram through the Reminder Bot, so the nudge arrives where the agent already is and before the deadline — not in an email they'll read tomorrow. After the fact, the analytics board reports SLA compliance per member alongside response time and reply rate, so you can answer 'are we hitting our SLA?' with evidence and rebalance the team where it slips. It's the same support desk as your shared inbox, ticketing system, Kanban board and assignment — so the clock, the owner and the conversation are always in sync.
FAQ
Telegram ticket SLAs — FAQ
How do SLAs work on Telegram tickets?
Will I get warned before a ticket breaches?
Where can I see a ticket's SLA status?
Can I report on SLA compliance?
Is the SLA warning sent to the customer?
More support features
Every Entergram ticket runs on the same shared inbox and real Telegram accounts.
Make your response promise measurable.
Connect your accounts, set an SLA, and let Entergram warn you before a ticket slips — free to start, no bot required.
