Support

What is Support

The Support app is the centralized helpdesk and conversation manager for the ProMediaFlow platform. It gathers all your customer support interactions—whether initiated through the web dashboard, Telegram, WhatsApp, direct email, or legacy support bots—into a single organized conversation stream per user. This ensures your entire ticket history, team replies, and real-time automated updates remain accessible in one place.

Getting started

You can access your support inbox or submit a new support request through any of the following entry points:

• Web Dashboard: Open your web browser and navigate to /app/support to view your unified support inbox.
• Telegram Bot: Open Telegram and search for @promediaflow_agent_bot.
• External & Legacy Channels: Send messages through WhatsApp integration, direct support email, or the legacy support bot.

Note: AI-powered automated responses, diagnostic troubleshooting steps, and background triage features consume platform credits.

Key capabilities

• Unified Ticket Resolution and Multi-Channel Intake: Access, create, read, reply to, and resolve active or past support tickets in a central inbox. Support requests originating from the web UI, Telegram, WhatsApp, legacy bots, or support email automatically flow into the same conversation thread per user.
• Interactive Telegram Helper: Access support functions on Telegram via @promediaflow_agent_bot to create new tickets step-by-step, review existing requests, send replies, or request instant automated AI responses.
• Detailed Ticket Customization: Customize support tickets on the web dashboard by selecting categories, assigning urgency severity levels, adding descriptive tags, and uploading diagnostic files up to 20 MB per file.
• Automated AI Triage and Diagnostics: A background triage process checks open support tickets every 15 minutes to evaluate priority (quick fix, overnight batch, or urgent) and posts diagnostic troubleshooting steps directly into your ticket thread.
• Collaborative Support Specialist Workflows: Dedicated support specialists (such as Maggie and Linda) review ticket queues, inspect request details, post private internal notes for team collaboration, and close resolved issues. Support supervisors can also reassign ticket ownership to specific team members.

How to use it

Submitting and Managing Tickets on the Web

When creating or managing a support ticket at /app/support, customize your ticket details to help the support team address your issue effectively:

1. Select a Category: Choose the relevant category for your request: Bug, Infrastructure, Data Anomaly, External Block, Feature Request, or Question.
2. Set a Severity Grade: Assign an urgency level from sev1 (highest urgency) down to sev4 (lowest urgency).
3. Apply Tags: Add descriptive tags to categorize and filter your request.
4. Attach Files: Upload supporting log files, screenshots, PDFs, or documents. Individual attachments can be up to 20 MB and are stored securely in platform cloud storage.

Using the Telegram Support Bot

Manage support requests within Telegram using @promediaflow_agent_bot:

1. Open the Support Helper: Type /support in the chat or tap the 🆘 Support button.
2. Choose an Action:
   • 🆕 Create new ticket: Follow the guided prompts to supply a Subject, Description, and Priority, then confirm submission.
   • 📋 My tickets: Browse active and past tickets. Select any active ticket to review its history and start replying.
   • 🤖 Ask AI first: Request an immediate automated AI response to help answer your question.
3. Replying in an Active Thread: While a ticket thread session is open, every message you type in the Telegram chat is automatically added as a reply to that support ticket.
4. Exiting a Thread Session: Type /exit to close the active ticket session and return to the main bot menu.

Team Collaboration and Resolution Workflows

Support specialists and supervisors use dedicated team tools behind the scenes to process requests:

• Queue Review & Inspection: Specialists inspect the active queue and drill into detailed message histories.
• Private Internal Notes: Team members can leave internal comments inside a ticket thread. These notes are restricted to support staff for team collaboration and are not visible to end users.
• Ticket Reassignment: Supervisors can reassign ticket ownership to specific specialists as needed.
• Ticket Resolution: Once an issue is solved, the specialist marks the ticket as resolved to close the workflow.

Tips & notes

• Attachment Limit: Individual log files, images, PDFs, and documents attached to tickets must not exceed 20 MB per file.
• Automated Triage Schedule: The automated background triage worker runs every 15 minutes. It evaluates open tickets, classifies priority (quick fix, overnight batch, or urgent), and posts diagnostic guidance into the public thread.
• Public Discussion Record: Diagnostic updates and automated responses are posted directly into the ticket thread, giving you and the support team a shared, complete record of the issue.
• Platform Credits: Automated AI answers, diagnostic step generation, and background triage features consume platform credits.