How to set up an inbox using ticket forms

Use ticket forms to set up ticket inboxes
Written by Sara
Updated 1 month ago

Suptask provides a flexible structure using ticket forms to start and scale your ticketing experience inside of Slack. 

A ticketing inbox contains all properties that define How to receive tickets, Where to receive tickets and What the user needs to send in together with the ticket. In Suptask, this is configured on the ticket form for maximal flexibility. 

By having this structured on ticket forms, we allow you to control the ticket workflow according to your requirements. You can have as many ticket forms as you need.

How to receive tickets

Users in your Slack workspace can submit tickets in various ways. On a ticket form, you can define how this ticket form should be available for your users. 

  • Private - All users in Slack can access this form and the submitted information is only available to the user and the responding Agents. Use it to receive sensitive or personal information from users
  • Collaboration - Users who are a part of a specified channel can access this form. The submitted ticket is shared and visible in the channel where users can work together on it.

For a ticket form that is set to be using Collaboration, you can define on the ticket form in what Slack channel you want users to submit tickets. For example #it-helpdesk or #hr-help. 

As an Agent you can also choose to work in the Collaboration channel to remediate tickets without using the Responder channel. 

Learn more about Collaboration channels 

Where to receive tickets 

When a ticket is submitted with a ticket form, it is routed to the configured Responder channel, where Agents start to respond and can resolve the ticket. 

On the ticket form you can configure to what Responder channel the ticket should be sent, and therefore to what team of Agents that should receive it. For example the HR team, or IT team. 

What information to receive 

For every ticket form, you can customize what information the users need to provide in order for the Agents to remediate the tickets properly. 

You can use custom fields to customize the forms exactly to your needs. Each field can be of a different type such as a single-line of text, multi-line of text or a multi-selection list of different values. 

This could for example include: 

  • Business Impact - A custom field that can define how the business is impacted e.g Severe (Completely blocked), High (Workaround exist etc. 
  • Problem type - A custom field that defines what problem this is. 
  • User ID - A custom field that defines the internal user ID.

Every field can be set to either optional or required, helping you define what you really need from your users. 

Use the ticket web overview to add custom fields as separate columns

How to submit your first ticket

Suptask have several ways for your users to submit tickets inside of Slack. 

Make sure Suptask App is invited to the Slack channels you have configured. 

Learn more on how to submit your first tickets

Did this answer your question?