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Support & Services

Telegram CRM for Customer Support Teams

A support desk behind the account customers already use

One shared Telegram account, a ticket queue with ownership and SLA behind it, and a Slack-side record of everything that came through.

Support on Telegram usually means one overloaded account and no queue. Two agents answer the same customer, or nobody does, and there is no way to tell whether the desk is keeping up.

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Free 3-day Pro trial. 5 Telegram accounts per seat with proxy and dedicated IP, on every plan.

1 shared account the whole desk answers from
2-way Slack connector with a durable record
7x24 activity heatmap for shift planning

The operating loop

How Customer Support Teams run marketing, sales and service on Telegram

Get every request into one queue with an owner.

One shared support account

Several agents answer from the single identity customers already message, rather than a bot.

Every account in one inbox

Regional or product-line support accounts read from a single filterable table.

Groups and DMs together

Customer group chats carry the same tickets, fields and comments as direct messages.

Slack channel per account

Each connected account maps to the Slack channel that should own it, so the right team sees it.

01

The challenge

A shared Telegram account with several agents in it is a race, not a desk. Two people answer the same customer while another request sits untouched for a day. There is no ownership, no deadline, no categories and no way to measure whether response times are acceptable. When something goes wrong, the only record is a chat that anyone with access can edit or delete.

02

How Entergram helps

Entergram adds desk mechanics on top of the shared account without changing what the customer sees. Conversations get an owner. Time-bound work becomes an SLA ticket with a category, an issue type and a resolution field, visible on a Kanban board. Response-time and volume analytics show whether the desk is keeping up, and the two-way Slack connector gives the business a durable second record that a Telegram-side deletion cannot reach.

  • Clear ownership on a shared account, so agents stop colliding
  • SLA tickets with category, issue type and resolution fields
  • A Kanban view of what is open, moving and blocked
  • Two-way Slack: reply from Slack through the real Telegram account
  • A Slack-side record that survives a Telegram deletion
  • Response-time analytics and a per-member board on Pro

Capabilities

What Customer Support Teams actually use

Shared account with ownership

A team shares one Telegram account and the CRM layer assigns who owns which conversation.

Tickets, SLA and Kanban

Ticket custom columns cover client category, issue type, product area and resolution. Linked chats connect a ticket to its conversations.

Two-way Slack integration

A native connector installed from the Slack marketplace after admin approval. Replies go out from the real personal account that owns the conversation, and Slack retains what it received.

Privacy controls

Prevent users from editing messages and from deleting them, so the record holds. Hide usernames and group member information where needed.

Messaging analytics

Messages sent and received, response times, and busiest hours and days, plus a per-member board on Pro.

Setup

How it works

  1. 01

    Share the support account

    Connect the support account and share it with the workspace so the whole desk answers from one identity.

  2. 02

    Set up ticket fields

    Client category, issue type, product area and resolution as ticket custom columns.

  3. 03

    Route accounts to Slack channels

    Map each connected account to the Slack channel that should own it, then reply from either side.

  4. 04

    Work the Kanban board

    Ownership and SLA on every ticket, with the board showing what is blocked before it breaches.

  5. 05

    Review the analytics weekly

    Read response times and the heatmap, and plan shift cover against when customers actually message.

Integrations

Keep the rest of your stack in sync

Telegram stays the place the conversation happens, while the systems your team already uses stay up to date.

  • Slack, two-way: the main one. Each account maps to a channel, replies go out through the real Telegram account, and Slack keeps a durable record.
  • Your helpdesk through Make or n8n: mirror ticket status so support metrics land in the system leadership already reads.
  • Entergram MCP: triage the queue, open tickets and populate ticket fields with an approved AI assistant.

FAQ

Questions from Customer Support Teams

Can we reply to Telegram from Slack?

Yes. The Slack app is a native two-way connector installed from the Slack marketplace after a workspace admin approves it. A reply written in Slack is sent back out through Telegram from the real personal account that owns the conversation, not from a bot.

Does Slack replace the Telegram inbox?

No. Slack is an internal collaboration and record surface. The inbox remains where the desk works.

What happens if an agent deletes a message?

Slack keeps what it already received, so the record survives. The workspace can also prevent users from deleting or editing messages outright.

Can several agents share one account?

Yes. That is the standard support setup: one Telegram account shared with the workspace, with ownership assigned per conversation so agents do not collide.

Do customers see a bot?

No. Every reply goes out from a real personal Telegram account, so customers keep talking to the account they already know.

Run Customer Support Teams on real Telegram accounts

Free 3-day Pro trial. 5 Telegram accounts per seat with proxy and dedicated IP, on every plan.

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