🎫 Tickets
Tickets let members get private help from your team. Members tap a pinned invitation in your group and chat privately with your team in the agent's chat. Your team reads and replies from the workspace's Tickets page in the webapp.
Where to find it
Open your workspace, select the Telegram group under Channels in the sidebar, then select Tickets. It has two tabs, Ticket Settings and AI Ticket Assistance; each saves with the Save bar at the bottom of the page.
This section only configures tickets. You view and answer them on the workspace-level Tickets page, in the sidebar's workspace rows above Channels, which is open to the Owner, Admins, members with the + Tickets grant, and verified admins of the group. See Capability Grants.
Ticket Settings
Turn on Let members open support tickets, then:
Step 1 · Your group: pin an invitation to open tickets
| Option | Description |
|---|---|
| Invitation message | Required. The agent posts and pins this in your group with an Open a ticket button. |
| Post & pin invitation | Posts and pins the invitation. Save your settings first. Once it's pinned, the button changes to Update pinned invitation. |
Step 2 · The agent's chat: greet members as their ticket opens
| Option | Description |
|---|---|
| Welcome message | Added to the confirmation the agent sends when a ticket opens. Leave blank to skip. |
Step 3 · Limits: keep the queue manageable
| Option | Description |
|---|---|
| Max open tickets per member | How many open tickets one member can have at a time, from 1 to 10. |
| First response target | Between 5 minutes and 7 days. Leave empty to turn it off. |
AI Ticket Assistance
Turn on Enable AI ticket assistance so the AI periodically reviews open tickets:
| Option | Description |
|---|---|
| Ask to close tickets that look resolved | The agent tags the opener with Close / Keep open buttons when the ticket looks resolved. New activity cancels the pending auto-close. Auto-close after (hours) sets how long to wait for a response before closing it automatically. |
| Alert support about unanswered tickets | Alerts support when a member is left waiting without a reply. Alert after (hours) sets how long a member message can wait. |
AI assistance only runs while tickets are enabled. You can still configure it while they're off.
Related features
- 🔑 Capability Grants: The + Tickets grant for support staff
- 💬 Chat Settings: The agent's other group settings