Overview and track tickets

Learn how to overview and track tickets

Everyone can easily overview and track their tickets from the Suptask App in Slack.

There is also an extended overview available on the Suptask Web App that comes with additional filters, customizations and presets which all Agents have access to.

You can find additional videos and tutorials in the articles for Overviewing tickets as an Agent and as a User.

Working with tickets

Overview tickets as an Agent

Working with tickets

Overview tickets as a User

Overview Tickets in Slack

1. Open Suptask App on the left side menu on Slack

2. The default filter will show all the tickets your user have submitted.

   1. To change the filter, press on Select filters button to the right

   2. Select your desired filters e.g My active requested tickets

3. The filter will be automatically applied on the overview.

4. Select any of the available tickets to view, manage and reply.

The Suptask App Home will automatically remember the last filter applied and save that for your next visit.

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Overview Tickets on the Web

1. Navigate to the Tickets Web Overview

   • You can also reach this from the Suptask App Home in the left side menu on Slack, by pressing on Open Web overview.

2. Use Customize Views to change what columns to view and what filters to apply. This includes custom fields.

3. Open a ticket by pressing on the item in the list to view the details of the ticket.

Saved Views with Filters & Columns

You can customize the Tickets overview on the Web and save it into different preset views, allowing you to quickly toggle between views and find the tickets you are looking for.

• Filters Apply different filters to display the filters in the overview that matches the criterias.

• Columns Select what columns to view based on the fields of tickets, including all your Custom Fields. This allow you to get all the ticket information visible in the overview.

Tips

Set up a view for Unassigned tickets to quickly identify what tickets that have not yet received an Assignee.

Sharing Views

From the Tickets overview you can share a link with the applied filter of the current view. This allow you to send a certain filter to other users.

On the Tickets page, share a filtered view by pressing on the share icon

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Ticket details

You can view all details on a ticket in the Web and in Slack.

Suptask Web

1. Navigate to the Tickets overview

2. Click on any ticket line item in the overview.

3. The left sidesheet will be opened

4. From the left sidesheet you can view all details of the ticket.

In Slack using the Suptask App

1. Open a ticket in Slack.

2. The information of the ticket will be visible in the right sidemenu.

3. Press on View & Edit action button to view all details of the ticket.

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Replies and Conversations

You can reply on tickets directly in Slack, just like a normal message using the message thread. From here you can track the conversation on the ticket with all the corresponding replies.

From the Tickets overview in the Web you can track all conversations on a ticket by opening up the Ticket details and select Conversations.

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Can't find the Suptask App in Slack?

Try to search for "Suptask" in Slack and you should find the App if it is installed.

You can make sure to always have Suptask visible in the left side menu on Slack by adding it as a favorite. Learn how to display Suptask in Slack