How to set up a new Inbox

Set up a new inbox for a new team or purpose
S
Written by Sara
Updated 2 weeks ago

How to setup an Inbox 

Ticket forms in Inbox

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

An Inbox with its ticket forms 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.

Where to receive tickets 

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

On the ticket form you can configure to what Inbox the ticket should be sent, and therefore to what team of Agents that should receive it.

Example
Use 🔒HR-team Responder channel for your HR team
Use 🔒IT-respond Responder channel for your IT team
Use  🔒engineering-team-a Responder channel for your Engineering team A

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 a Collaboration channel, 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 

Learn how to manage access across inboxes

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. 

Learn more about custom fields

Use the ticket web overview to create customized overviews using your custom fields. 

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

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