Support teams

One support number, several agents, and a clear record of who solved what

Connect your support line to the panel so the team answers from the same number, slow issues become tickets, and response time is measured instead of guessed.

The real problem in support teams

When customer support moves into a messenger, the first setup is always the same: the support number lives on one phone, and the phone is handed from shift to shift. Soon the account is open on several devices and login codes are passed around in the team chat.

The rest is familiar. Two agents answer the same customer, or nobody does. An issue that takes two days to fix sinks under a hundred newer messages. A new hire has to write on the live line from day one. And when a manager is asked how fast the team replies, the honest answer is a guess.

MyCRM turns the support number into a shared workspace. Today it works with Telegram: personal numbers, groups, channels and bots. WhatsApp is in development and coming soon; Instagram follows after that.

How MyCRM handles it

One number, many agents: connect the support number once. Agents sign in to the panel with their own accounts and reply from the same number, so the customer talks to a single support line. More on the shared inbox.
A clear assignee per chat: assign a conversation to an agent. If you prefer, an agent sees only the chats assigned to them.
From message to ticket: when something cannot be solved on the spot, turn the message into a ticket. It gets a priority and a resolution target and stays on the list until it is closed. More on support tickets.
Saved replies: write the answer once for the questions you get every day, such as delivery times, refund steps and opening hours, and the whole team gives the same answer.
Read-only access: a trainee or a shift supervisor can follow conversations without being able to write. Switch on write access when they are ready.
Internal notes: "Customer also wrote yesterday, waiting for the payment receipt" sits next to the chat and is never visible to the customer.
Response time reports: see first response time per agent and per number. Chats waiting for a reply are listed separately, and an hourly heatmap shows when messages arrive. More on messaging analytics.

What you need and where it is

Need	Where in the panel
Answer from one number as a team	Inbox
Follow an issue that takes days	Tickets
Same answer to common questions	Saved replies
Let a trainee watch without writing	Team → number permissions
How fast each agent replies	Reports
Customers waiting right now	Reports → waiting chats

A day on the support line

A message arrives in the shared inbox. The agent on shift takes the chat.
A simple question is closed with a saved reply.
If the issue involves another department or will take time, the agent opens a ticket from the message and sets its priority and resolution target.
The agent leaves an internal note. When the shift changes, the next agent does not ask the customer the same questions again.
At the end of the day the manager opens the reports: are any chats still waiting, which hours were busiest, where did first response time slip.

None of this requires sharing a login code or passing a phone around. When an agent leaves, you only switch off their panel access.

Getting started

Sign up, connect your support number and write saved replies for your five most common questions. After the first week the reports will show your actual response time. Start the trial, or read the Telegram details at telegram.mycrm.sh.

FAQ

Does the customer see which agent is writing? No. The customer sees only your support number. Which agent handled the chat is recorded in the panel, in the chat's assignee and in the audit log.

Can agents see the customer's phone number? That is up to you. In the number permissions you can hide customer phone numbers and restrict who may delete messages.

Is the customer messaged automatically when a resolution target passes? No. Priority and resolution target are for the team's own tracking. You see which ticket is late, and the agent decides what to write to the customer.

Can we connect our WhatsApp support line too? Not yet. WhatsApp is in development and coming soon, and Instagram comes after it. Telegram is the live channel today.