Tickets track an internal issue over time. Customers still receive the outcome through the original Telegram conversation. Ticket status and assignee are independent of chat; a new message or an assignee change does not automatically advance the ticket.
Create and link tickets
| Entry point | Information included automatically |
|---|---|
| New ticket on the Tickets page | Can be created independently; a conversation link is optional |
| Create from a conversation's context menu | The actual account and conversation currently being operated |
| Create from a message's context menu | The account, conversation, and selected message reference |
Enter a title, optionally describe the issue, choose priority and assignee, and complete enabled required fields. The default priority is Normal. If the creator is eligible to handle tickets, they are assigned by default; otherwise the ticket is unassigned. Assigning another person requires the relevant permission.
A ticket supports one primary conversation and up to 20 message references. A conversation can have multiple tickets, and the chat menu can link an existing ticket. Changing or removing the primary conversation clears its message references; review the prompt first.
Select a linked conversation to open the chat, or a message reference to locate the original message. If a message is deleted, account access is revoked, the chat is excluded, or the account is disconnected, the ticket remains but the link may be inaccessible. Reconnecting does not automatically restore links from an earlier connection generation.
Find and process tickets
The default list is My unfinished tickets. Other views include All, Unassigned, Due soon, and Overdue. Search by number, title, or description, and filter by status, priority, assignee, linked conversation, creation time, or custom fields.
| Status | Use |
|---|---|
| Pending | Work has not started |
| In progress | The issue is being handled internally |
| Waiting for customer | More information or confirmation is needed from the customer |
| Resolved | A resolution has been provided; a resolution description is required |
| Closed | Work has ended, or an erroneous, duplicate, or unnecessary issue has been closed with a reason |
Pending tickets can move to In progress. In progress and Waiting for customer can be switched between, and active tickets can be resolved. Resolved tickets can be closed. Resolved or closed tickets can be reopened as In progress after a reason is entered.
Internal comments and attachments can still be added in terminal states. Reopen the ticket before changing issue properties, assignee, or linked conversation. Directly closing an erroneous issue does not count as a resolution contribution. If a version conflict occurs, refresh before making changes again.
Internal collaboration and attachments
Comments are internal to the ticket and are not sent to the Telegram customer. Authors can edit or delete their own comments; administrators can manage all comments. A deletion marker remains after deletion. The timeline records status, assignment, and other changes for handoffs.
The ticket itself and each comment separately support up to 10 files totaling 50 MiB, with a 10 MiB limit per file. Allowed types include common images, PDF, Office, TXT, CSV, and ZIP. Files count toward the workspace quota and must finish uploading before being attached.
Assignments, comments, and status changes generate in-app notifications. New customer messages notify the assignee of a linked active ticket, but do not change ticket status automatically. Notifications exclude the operator, duplicate recipients, and people without View permission.
Permissions and custom fields
Viewing, creating, editing, assigning, commenting, uploading, downloading, deleting files, reopening, and configuration have separate permissions. Authorized managers maintain them through the ticket page's permission entry. An assignee must be a valid workspace member eligible to handle tickets.
Ticket permissions do not grant Telegram chat access. If a ticket is visible but linked messages cannot be opened, separately check account grants and chat exclusions.
Configuration supports text, number, date, boolean, single-select, and multi-select fields. Up to 20 fields can be enabled, with up to 100 options per selection field. Used fields retain their type and definition version. New required fields do not block reading historical tickets but must be completed the next time properties are edited.
SLA deadlines
SLA targets set deadlines for the first human response and resolution. They are off by default and configured by administrators by priority. Targets range from 1 minute to 30 days, use continuous calendar time, and display in the workspace time zone.
| Event | Effect on timers |
|---|---|
| Move to Waiting for customer | Pauses the resolution target; the first-response target continues |
| Resolve | Stops the current resolution timer |
| Resolve or close before first response is completed | Marks first response incomplete and stops reminders; reopening restores the original deadline |
| Reopen | Starts a new resolution cycle; a completed first response is not timed again |
| Change priority or policy | Does not automatically change existing deadlines; explicitly reapplying requires a reason |
| Remove a primary conversation while its first-response timer is running | Explicitly disable that target and record a reason first |
Use Link first human reply on the ticket to select a message you personally sent through the platform in the original conversation, with success confirmed by Telegram. Internal comments, auto-replies, broadcasts, mobile-app messages, and sends with unknown outcomes do not count.
Approaching deadlines and overdue targets notify the assignee, or administrators with View permission if unassigned. By default, one warning is sent when remaining effective time reaches 20% of the target, and one more when it becomes overdue.
Common questions
| Question | What to do |
|---|---|
| A ticket cannot be found | Check views such as My unfinished tickets, filters, and View permission |
| A member cannot be selected as assignee | Check valid membership, handling eligibility, and the operator's Assign permission |
| A customer sent another message, but the ticket did not reopen | Status requires a human decision; new messages do not change it automatically |
| A reply was sent, but the SLA remains incomplete | Confirm a successful manual platform send, then explicitly link that reply |
| The module asks for initialization | Operations should run make migrate.ticket and confirm prerequisite migrations such as file assets |
Three implementation batches are complete, but the target environment still needs migration and deployment. See ticket implementation and delivery records, the list, and details.