Create and manage tickets from Telegram chats

Tickets turn a conversation into a piece of work your team can assign, prioritize and resolve, without losing the chat it came from.

Tickets table showing status, priority, assignment, and workflow columns — The ticket table gives the team one queue for work created from Telegram conversations.

Tickets can be switched off for a whole workspace. If you don’t see Tickets in the sidebar, the owner has disabled Enable tickets for the workspace in privacy settings.

Creating a ticket

New Ticket form with title, description, priority, assignment, dates, and custom fields — Create enough structure for the next person to act without reopening the entire conversation history.

Four entry points:

From	How
The Tickets page	New
A chat	Create Ticket in the chat panel’s Tickets tab
A single message	Create ticket in the message’s action menu
An AI agent	Over MCP

Creating from a message stores it as the ticket’s Source Message (marked Incoming or Outgoing), so whoever picks the ticket up sees exactly what triggered it.

Fields on the create panel

Field	Notes
Title	Required, minimum 2 characters
Description	Free text
Linked Chats	One or more chats, the conversation context
Source Message	Auto-filled when created from a message
Priority	Low, Medium, High
Assign To	A workspace member, or Unassigned
Date	Due date
Files	Attachments, subject to a per-file size limit and a max count per ticket
Custom Columns	Your own ticket fields
Comments	You can queue comments while creating, they save with the ticket

Save with Submit as {status}, the split button lets you choose which status the ticket starts in.

Statuses and priorities

Default statuses: New, Open, Pending, In Progress, Blocked, Solved, Completed, Closed. Priorities: Low, Medium, High.

Both are option lists you can edit - rename them, recolour them, add your own. Changes are recorded in the activity log (Ticket status option updated, Ticket priority option created, and so on).

Closed tickets are read-only

A closed ticket shows a Closed badge and “This ticket is closed and read-only.” Use Reopen to edit it again.

The ticket details panel

Ticket details panel with fields, assignment, linked chats, files, and activity — The details panel is the ticket's source of truth after creation.

Section	Contents
Ticket ID	Stable reference
Title / Description	Editable
Status / Priority / SLA	Inline editors, with an SLA badge
Assign To	Member picker
Created By / Created At, Closed By / Closed At	Audit fields
Last Updated
Linked Chats	Add or remove chats; each links back to the conversation
Files	Add file and download
Custom Columns	Your ticket fields
Comments	Threaded team discussion

Comments and activity

Comments support emoji and are attributable to a member. Alongside them, Entergram records every change as activity you can read back in plain English:

set Status to In Progress
changed Priority from Low to High
cleared Due date
added VIP to Segment

The same events feed Log history and Ticket analytics.

Keep Telegram context and Zendesk ownership together

If Zendesk is where your support team owns SLAs, connect both systems through n8n, Make or an MCP-capable workflow. Let Entergram keep the live Telegram conversation, then create or update the Zendesk ticket and write its ID back to an Entergram custom field. A short private comment can record the handoff without duplicating the entire customer transcript.

For a gentler start, connect Claude or ChatGPT over MCP and ask it to prepare the ticket title, summary and priority for your approval. Once the pattern is trustworthy, schedule a daily stale-ticket review or trigger it from your automation platform.

Who can do what

Three separate workspace toggles govern members (owners and admins always have full access):

Members can create tickets
Members can edit tickets - status, priority, fields and linked chats
Members can delete tickets, permanent deletion

A member without permission sees “You do not have permission to create tickets.”