Before you start, make sure you have read this article that explains how Suptask unique solution works within Slack.

The use case for a single team

In this example we will walk you though how a single team can setup Suptask to manage, respond and resolve tickets for other teams within Slack. 

In this example the team is an IT team, but the same setup can be used for any other teams such as HR, Finance, Product / Engineering, Marketing etc. 

The following applies to this IT team: 

• They can receive tickets from all people in the organization.
• They can receive tickets that contain sensitive information.
• They remediate tickets among members of the IT team.

How it works

Everyone in the Slack workspace will be able to submit tickets in the #it-help Slack channel, which is a public Slack channel.

Private tickets can be submitted by anyone to the IT team, either from Suptask App Home, Direct Messages (DM) or from any other channel using the shortcut action on any message.

The IT team are all a part of the responder channel 🔒it-respond, where they get access to manage and reply on tickets. This allows the Agent team to discuss privately on tickets in the team, and send replies back with their help and proposed solutions to the requester(s) of the ticket.

Additional tips 

The IT team can also receive tickets from other channels.

For example a private channel can be set up for a specific team, which can submit their own tickets to the IT team without anyone else in the organization having access to them.