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.
Public
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.
