Suptask utilizes channels inside of Slack to create efficient structure among your teams to work with tickets. By using different channels for different ticket categories, people can stay focused and only be notified when required.
Receive required information using Ticket forms
Ticket forms allows you to specify what information is required when a ticket is submitted. Think of it as making sure you have all the information you need when starting to work with a ticket, avoiding questions first thing.
By specifying exactly what kind of data you need from your requesting user, you can speed up the work on tickets from the start.
Channel structure with ticket forms
Each ticket form can be used with one or many channels when a ticket is submitted. These are the requesting channels.
Each ticket form can have one single channel where a ticket is received for responding users. This is the responder channel.
Teams and channels
Create different ticket forms based on the different cases you receive from your users. Ticket forms can be used to track statistics and KPIs later on.
For each responding team or sub-team we recommend you to have separate ticket forms. This allow your teams to stay focused without being disturbed, as all tickets that are received are then relevant for that team
Best practice is to invite your teams to a minimum amount of channels to reduce noise.
Example
The Engineering team consists of multiple sub-teams and the DevOps team is included in all channels as they have a primary responsibility for the production environment.
Collaboration channels
- #security-support
- #tech-help
Agent Responder channels
- 🔒security-respond - receives tickets from #security-support and only consists of the security team members to handle tickets
For all ticket forms that are submitted from #tech-help the following private channels are used:
- 🔒tech-team-a-respond - receives tickets that are only related to the components in the technical stack which this team is responsible for. This is set up using the ticket forms.
- 🔒tech-team-b-respond - receives tickets that are only related to the components in the technical stack which this team is responsible for. This is set up using the ticket forms.
- 🔒tech-devops-respond - receives tickets related to DevOps only which is directed using ticket forms.
DevOps team participates in all tech related Agent Responder channels as they support all teams in different matters.
