Support features
SLA tracking
First-response and resolution targets per priority, with business hours.
Ticket system
Questions from @admin mentions and private chats, tracked to resolution.
AI triage and drafts
Categorizes tickets and drafts replies on request — a person always sends.
Team assignment
Auto-assigns new tickets to online agents by skill and current load.
Why support mode?
- Professional - Handle support like a pro.
- Never miss - Every question gets a ticket, an owner and a deadline.
- Data-driven - Improve with metrics.
How support mode tracks a conversation to resolution
Support mode turns the group into a help desk. When a member mentions @admin, @support or @mod and your knowledge base has no answer, the bot opens a numbered ticket and offers a button to continue in private chat; members can also start in the bot's private chat through your support link. The conversation then continues privately, and your team answers from the Support desk section of the dashboard. The bot delivers each reply under a fixed header with your group's name — from your own bot if you use a white-label one. Every ticket carries a status, a priority, a category, tags and an assignee, so a question cannot scroll away and get forgotten.
SLA timers set first-response and resolution targets for each priority, can count only your business hours in your time zone, and warn the assigned agent before a deadline is missed — then alert the team and the owner if it is. New tickets go automatically to an online agent with a matching skill and room under their limit. AI sorts incoming tickets into your categories and, when an agent asks, drafts a reply from your knowledge base; the draft fills the agent's reply box and is never sent on its own. Metrics show response times, resolution and SLA compliance, overall and per agent. The honest framing: Support mode organises and speeds up human support — it does not replace the humans.
Frequently asked questions
How do members reach the team?
Two ways. In the group, a member mentions @admin, @support or @mod; if your knowledge base has no answer, the bot replies with a ticket number and a “Continue in private chat” button. Or the member opens your support link, which starts a private chat with the group's bot. Either way the conversation continues in that private chat, and your team's replies arrive there from the group's bot.
Do the AI drafts reply to members automatically?
No. An agent clicks “Draft with AI”, and the draft — written from your knowledge base in the member's language — fills their reply box. The agent edits it and decides whether to send; nothing reaches a member until a person presses send. AI also sorts new tickets into your categories and may suggest a priority, but it never replies to or closes a ticket. Support AI has its own daily quota per group: 150 requests on Pro and 600 on Business.
What happens when an SLA deadline is close?
Before the deadline, the assigned agent gets a warning — or every online agent does, if nobody is assigned yet — as a push in the Telm mobile app and, with private-chat alerts on, a message from the Telm bot. If the deadline is still missed, the ticket is marked breached and the assigned agent, every agent with private-chat alerts on and the group owner are notified. You set the targets per priority and how early to warn; the timers measure and warn, they never answer the ticket themselves.
Can I run support and normal moderation in the same group?
Yes. Every group message still goes through anti-spam first, and only clean messages can open a ticket. Members banned from the group or listed in the CAS blocklist or the global spam database can't use the desk, and private messages that look like spam are hidden from the conversation — a repeat closes the ticket as spam and blocks the sender from the desk for 7 days.
Does it work for a small team without dedicated agents?
Yes. When you turn the desk on, you become its first agent, and ticket numbers, priorities and SLA warnings are just as useful for one or two admins — the point is that nothing gets missed. Pro includes 3 agent seats and Business 10; agents are group admins or moderators from your team with the support permission. AI drafts help most when volume is high relative to headcount.
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