Account Settings

Learn how to customize Suptask with the Account Settings

Overview

Account Settings in Suptask allow you to customize the ticketing experience with several different options available to meet your needs.

The latest options that you can change can be found in your Suptask Account Settings.

Discover all current Account settings

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Settings

Default visibility of Agent replies

Default to Internal comments

Replies from Agents on tickets are private/internal by default and only visible to Agents. Public replies can be sent to the Requesters(s) of the ticket by adding the 🎺 (🎺) reaction emoji on the message. Default to Public replies

Replies from Agents on tickets are public by default and sent directly to the Requester(s) of the ticket. Private/internal comments are submitted by adding the 🔒 (🔒) emoji before any message text.

Ticket editing rights

Requesters are allowed to edit their tickets after they have been submitted.

Publish submitted Form fields in ticket thread

Publish the original Form fields & values as the first comment in the thread of the ticket. Allowing Agents to view the submitted fields without opening the ticket details, as well as keeping an original copy of the submitted values.

AI summary of closed tickets

Allow Suptask to automatically summarize the replies on a ticket when it has been closed. Helping you to get a quick overview on everything that has been said on the ticket without scrolling through the complete ticket thread.

Reopen ticket on new reply

After a ticket has been closed it will automatically be reopened when a new reply is added to it.

Visibility of the Agent controls

Limit visibility of the Agent buttons and controls to the Responder channel only.

Message author as Requester

The user who posted the message becomes the default Requester when creating a ticket from a message.

Channel onboarding message

Disable the onboarding message from Suptask when the Suptask app is joining a new Slack channel.