Support

What is Support

The Support app is a unified helpdesk and messaging inbox designed to streamline how you get assistance on the ProMediaFlow platform. Instead of managing help requests across different, disconnected platforms, the Support app merges all your communications into a single, organized stream. Whether you reach out via our web interface, Telegram, WhatsApp, or email, your entire conversation history remains in one place with real-time updates.

Getting started

You can open the Support app or submit a new help request through any of the following channels:

• Web Dashboard: Open your web browser and navigate to /app/support to access your main support inbox.
• Telegram Bot: Open the Telegram app and search for the @promediaflow_agent_bot bot.
• Other Channels: Submit support requests via our legacy support bot, WhatsApp integration, or by sending a direct support email.

Note: Automated AI generations and responses may consume your platform credits.

Key capabilities

• Unified Ticket Resolution and Management: Read, reply to, and track all your active and past support tickets in one central place. Every interaction from any channel lands in your unified web inbox, keeping your entire support history in one continuous conversation thread until the issue is officially resolved.
• Multi-Channel Ticket Intake: Start a conversation from the web dashboard, the Telegram bot, our legacy support bot, WhatsApp, or email, and see your messages automatically route into your unified customer support stream.
• Interactive Telegram Support Helper: Manage your support requests on the go via our Telegram bot (@promediaflow_agent_bot). You can create new tickets step-by-step, browse your active requests, or get instant automated AI-powered answers.
• Detailed Ticket Customization: Provide rich context on your issues from the web interface by selecting categories, assigning severity levels, adding descriptive tags, and uploading diagnostic files.
• Collaborative Agent Workflows: Work with dedicated human support agents (such as Maggie and Linda) who review the support queue, inspect ticket details, leave internal notes for team collaboration, and officially close out resolved issues. Support supervisors also have the ability to reassign tickets to different specialists to speed up resolution times.
• Automated AI Triage and Diagnostics: An automated system assistant regularly evaluates open tickets to categorize them, assign priority levels, and post immediate troubleshooting steps directly inside your ticket thread.

How to use it

Creating and Managing Tickets on the Web

When submitting a ticket via the web interface, you can provide detailed information to help agents resolve your issue faster:

1. Choose a Category: Select from Bug, Infrastructure, Data Anomaly, External Block, Feature Request, or Question.
2. Set a Severity Grade: Define the urgency from sev1 (highest urgency) to sev4 (lowest urgency).
3. Add Tags: Use descriptive metadata tags to help organize and categorize your request.
4. Attach Files: Upload supporting documents, images, PDFs, or log files up to 20 MB. Screenshots are safely hosted via the platform's secure cloud storage.

Using the Telegram Support Bot

You can easily manage your support requests using the @promediaflow_agent_bot on Telegram:

1. Start the support helper by typing /support or tapping the 🆘 Support button.
2. Choose from three main options:
   • 🆕 Create new ticket: The bot will guide you step-by-step to collect your ticket's Subject, Description, and Priority, followed by a Confirmation step to submit it.
   • 📋 My tickets: Browse your historical and current active tickets. Selecting an active ticket allows you to continue the conversation.
   • 🤖 Ask AI first: Instantly query the platform's AI responder to get automated answers before waiting for a human agent.
3. Continuing a Conversation: Once you are actively viewing or replying to a ticket thread in Telegram, every message you type is automatically sent directly into that ticket thread. To stop sending messages to the ticket and return to the main bot menu, simply type /exit.

Tips & notes

• File Size Limits: Any file attachments—including images, PDFs, and log files—must be under the 20 MB size limit.
• Automated Triage Cycles: An automated system assistant checks the active support queue every 15 minutes. It automatically triages open tickets into priority categories (quick fix, overnight batch, or urgent) and posts helpful updates or responses directly inside the ticket.
• No Direct Messages: To keep communications transparent and centralized, the automated system assistant posts its replies directly within your ticket thread rather than sending private direct messages.
• Platform Credits: Automated AI generations and responses may consume your platform credits.