Managing Tickets

Replying To Tickets

Reply from Telegram or the web panel. Custom templates, seen indicator, and team coordination.

When a ticket arrives, the Chatgram bot posts a card in your Telegram chat with a Reply button. To answer:

  1. Tap Reply on the ticket card
  2. Type your response in the Telegram chat
  3. Send

Chatgram takes your message and emails it to the visitor from your support address, formatted with your website’s email template. The ticket status moves to answered automatically.

Tip. You can send multiple messages in reply, they’ll be combined into a single, well-formatted email to the visitor. Useful when you want to think out loud before you finalise a response.

Sign in to chatgram-admin.brandid.app and open the ticket you want to answer. You’ll see:

  • The full conversation thread on the main pane
  • A reply text box at the bottom
  • Options to attach files, mark status, or trigger an AI draft

Type your reply, hit send. Same result as replying from Telegram: an email goes out to the visitor and the status updates.

The web panel is often better than Telegram for longer or more formatted replies, because typing multi-paragraph text is more comfortable in a browser textarea.

Chatgram sends replies from a support address (currently [email protected]). This address is:

  • Deliverable: authenticated with SPF, DKIM, and DMARC so it lands in inboxes, not spam
  • Consistent: visitors recognise it as a legitimate reply address
  • Threaded: uses ticket-specific headers so visitor replies find their way back to the same ticket
Note. Custom sender addresses (e.g. sending from [email protected]) is on the roadmap for some plans. Contact [email protected] if you need it now.

Yes. Outbound reply emails include an open-tracking pixel. When the visitor opens the email, Chatgram detects it and marks the reply as seen.

You’ll see the seen indicator:

  • On the ticket card in Telegram (a checkmark or “seen” note appears after opening)
  • In the web admin panel’s conversation thread

Useful for knowing whether your reply reached the visitor before you follow up.

Note. Some email clients (especially privacy-focused ones or those with image blocking) don’t load the tracking pixel, so a lack of “seen” doesn’t necessarily mean the visitor didn’t open it.

Yes. Each website gets a default customer email template for outbound replies. You can customise:

  • The greeting
  • Signature / sign-off
  • Logo (if supported)
  • Colour theme to match your brand
  • Any static footer text (address, disclaimer, etc.)

Customisation is done from the web admin panel under the website’s settings. Templates apply to all future replies from that website, so consider previewing before you save.

All agents on a website see the same tickets in Telegram and the web panel. To avoid stepping on each other’s toes:

  • Once someone taps Reply, the ticket is loosely “claimed” by that agent, though Chatgram doesn’t enforce hard locking
  • Coordinate in your team chat (“I’ll take #a1b2c3d4“)
  • The ticket thread shows who replied, so history is always attributable
  • For high-volume teams, consider assigning specific categories to specific agents

The reserved Chatgram AI agent can also draft or send replies (see AI Auto-Reply). To avoid multiple AI replies from different agents’ settings, designate one owner per queue.

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