Run Telegram support like a help desk

• Keep the accounts and numbers your customers already know. There is nothing to migrate.
• Every customer request can become a ticket with an owner, a status and an SLA.
• Replies come from your real account, so customers keep talking to a person.
• Hide usernames and group member information, and block agents from editing or deleting messages.

Telegram vs WhatsApp for business

Both apps are huge, but they behave differently once a team runs support on them. Here is how Telegram with Entergram compares to WhatsApp Business.

Want the full playbook? Read our complete guide to Telegram for business →

Entergram keeps the conversation where it is. Your team works from the real account the customer already writes to. Any message can become a ticket that stays linked to the chat, gets one owner and a deadline, and sits on a Kanban board until it is solved.

Each piece has its own page above: the ticketing system, tickets linked to group chats, ticket assignment, ticket SLAs and the Kanban board.

Your replies also feed Telegram analytics: messages sent and received, response times, and your busiest hours and days.

Setting one up for the first time? Read the full guide to building a shared Telegram inbox for teams →

Toggle between a list and a board. Group the board by status for a normal support flow, or by priority when you triage by urgency. Each card shows the title, hash, priority, assignee and SLA badge. Drag a card to another column and the ticket updates. Filters follow you between list and board.

• One toggle between a list and a Kanban board, on the same tickets.
• Group columns by status or by priority.
• Drag a card to a new column to update the ticket.
• Cards show the title, hash, priority, assignee and SLA badge.
• Bulk actions reassign, reprioritise or close many tickets at once.

Inside the Kanban board

• Status columnsThe default board shows your six statuses as columns, so the flow from New to Closed is something you can see.
• Priority groupingGroup by priority instead and the board stacks into Low, Medium and High, so urgent work sits on top.
• Drag to updateMoving a card between columns changes the ticket's status or priority on the spot.
• Bulk actionsSelect many tickets and reassign, reprioritise, tag or close them in one move. Useful for a Monday backlog.

From backlog to a board in three steps

• Switch to the board: Open Tickets and flip the view from list to Kanban. Cards arrange by status.
• Drag and triage: Move cards across columns, or group by priority to handle the urgent ones first.
• Clear it in batches: Filter the board, select a group of tickets and reassign or close them together.

Why a Kanban board beats a ticket list for Telegram support

Telegram support brings in many small, fast requests, and a flat list hides what a support lead needs to see: where work piles up and what is close to its deadline. A board shows both. A tall Pending column is a staffing signal and a full Blocked column is a process problem, and you see it without scrolling rows.

Most Telegram Kanban results are bots that post cards from a chat into a generic board with no support context. Entergram's board is a view of real support tickets that already carry a status, priority, assignee, SLA and the linked Telegram chat. It runs on the accounts your team already uses, in the same workspace as your inbox and tickets.

What is a Telegram Kanban board?

A drag-and-drop board of your Telegram support tickets, with a column for each status or priority. It works like a Trello or Jira board, but on your Telegram support tickets and with no bot involved.

Can I group the board by something other than status?

Yes. The board groups by status by default, and you can switch to priority to triage by urgency. Filters such as assignee, tag, priority or linked chat carry across the board and the list.

Does dragging a card actually change the ticket?

Yes. Moving a card to another column updates the ticket's status, or its priority if the board is grouped by priority, straight away.

Can I update many tickets at once?

Yes. Select several tickets and use bulk actions to reassign, reprioritise, tag or close them together.

Do I need a separate project-management tool?

No. The board is part of Entergram's Telegram support desk. Tickets, conversations, SLAs and the board live in one workspace, so there is nothing to sync.

Assign To is a fixed field on every ticket, and every chat has its own Assignee dropdown. Filter the Tickets view by assignee to see what one person owns, or find the tickets nobody owns yet. Reassign in a click when someone is out, or select a group of tickets and assign them in one go.

• Every ticket has an Assign To field, and every chat has an Assignee.
• Filter by assignee to see one person's queue, or the unassigned tickets.
• Reassign in a click, or assign many tickets with a bulk action.
• Member, Admin and Owner roles decide who manages the queue.
• The assignee gets the SLA warning on their own Telegram before a deadline.

Inside ticket assignment

• One ownerEach ticket has one assignee, so responsibility is never split.
• Assignee filterFilter the list or the Kanban board by assignee to see one person's queue, or the tickets that still need an owner.
• Reassign and bulk-assignHand a ticket to someone else in a click, or assign many tickets across the team in one bulk action.
• RolesMember, Admin and Owner roles decide who can manage and reassign the queue.

From unowned to assigned in three steps

• Pick a ticket: From a chat, the Tickets list or the Kanban board. Any ticket can be assigned.
• Assign an owner: Choose a teammate in Assign To. From then on the ticket is theirs.
• Rebalance when needed: Filter by assignee, then reassign or bulk-assign to spread the queue.

Why assigning Telegram tickets keeps support from stalling

When a team shares a Telegram account, the default failure is that a request lands, three agents see it, and each one assumes another will answer. Assignment removes the guess. Every ticket gets exactly one owner that the whole workspace can see, and the 'who has this?' message in the team chat goes away.

Assignment also keeps the workload fair. Filter by assignee and an overloaded agent is obvious. Bulk-assign and a backlog is spread in seconds. When someone is away, reassign their tickets, and the new owner picks up with the linked chat and the full history. It is part of the same support desk as the ticketing system, the Kanban board and SLAs.

How do I assign a Telegram ticket to a teammate?

Open the ticket from a chat, the Tickets list or the Kanban board, and pick a teammate in the Assign To field. You can reassign at any time, or assign many tickets at once with a bulk action.

Is chat assignment different from ticket assignment?

Yes, they are separate fields. Every chat has an Assignee, the person who owns the conversation, and every ticket has its own Assign To field. A busy chat can have several tickets with different owners.

Can I see what each agent is working on?

Yes. Filter the Tickets view or the Kanban board by assignee to see one person's open queue, and use the same filter to find tickets with no owner yet.

Does the assignee get notified?

Yes. When a ticket gets close to its SLA deadline, the assignee gets a warning on their own Telegram, so they hear about it where they already are.

What happens when someone is away?

Reassign their open tickets in a click, or bulk-reassign them to the rest of the team. The ticket keeps its linked chat and history, so the new owner has full context.

Set an SLA target for the workspace, for example eight hours to first response. Every open ticket then carries a badge: Healthy while there is time, At risk when the deadline is close, Breached once it has passed. The assignee does not have to watch the board, because a warning reaches their Telegram before the deadline.

• Set one SLA target for the workspace, for example 8 hours.
• Each ticket shows a live badge: Healthy, At risk or Breached.
• The assignee gets a warning on their own Telegram before the deadline.
• Badges show on the ticket, in the list and on the Kanban board.
• Warnings are internal. Customers never see a bot.

Inside ticket SLAs

• Workspace targetSet the response window once and it applies to your tickets, so the whole team works to the same promise.
• Healthy, At risk, BreachedA colour-coded badge updates as the clock runs, so a ticket about to slip is hard to miss.
• Warning before the deadlineThe assignee gets a warning on their own Telegram while there is still time to reply.
• Visible everywhereThe badge shows on the ticket, in the Tickets list and on the Kanban cards, so you can work At risk tickets first.

From a promise to a working SLA in three steps

• Set the target: Choose a workspace SLA for first response, for example eight hours.
• Watch the badges: Open tickets show Healthy, At risk or Breached as their clocks run, in the list and on the board.
• Answer before it breaches: The assignee is warned on Telegram ahead of the deadline, so slow tickets get attention in time.

Why SLAs matter more on Telegram

Customers treat Telegram like a chat with a person, so a reply that arrives hours late reads as being ignored, even when the answer is right. Telegram itself has no deadline on a message and no alert when a chat goes quiet. An SLA closes that gap. With a target on every ticket and a Healthy, At risk or Breached badge on the card, the team works the slow tickets first instead of finding them in a complaint.

What makes an SLA a habit is the warning. Entergram sends it to the assignee's own Telegram before the deadline, not to an email they read tomorrow. Add response times from messaging analytics and you can see whether replies are getting faster. It is the same support desk as the ticketing system, the Kanban board and assignment, so the clock, the owner and the conversation stay in one place.

How do SLAs work on Telegram tickets?

Set a workspace SLA target for first response, for example eight hours. Each open ticket then shows a badge that moves from Healthy to At risk to Breached as the clock runs, and the assignee is warned on Telegram before the deadline.

Will I get warned before a ticket breaches?

Yes. The assignee gets a warning on their own Telegram ahead of the deadline, while there is still time to reply.

Where can I see a ticket's SLA status?

The badge shows on the ticket, in the Tickets list and on the Kanban board, so you can work At risk and Breached tickets first.

Can I measure whether we keep our SLA?

Messaging analytics show response times, plus your busiest hours and days, and the raw data is downloadable. An AI assistant connected over MCP can also work out first-reply coverage from the same data.

Is the SLA warning sent to the customer?

No. SLA warnings are internal and go only to the assignee. Customers keep talking to your team's real accounts.