What is a Responder channel

How Responder channels work in Suptask
Written by Sara
Updated 6 months ago

Suptask has a unique solution where users never have to leave Slack to remediate and work on tickets, this includes Agents who are not forced to use a Web interface to work privately on tickets thanks to Responder channels.

Think of a Responder channel as a private space for Agents with a stream of all incoming tickets for the configured ticket forms.

All users in the Responder channel are automatically becoming an Agent in Suptask, as they can manage and assign themselves on tickets.

Only Agents that belong to a Responder channel, can access the tickets sent to this Responder channel. 

Features with the Responder channel

  • As a Responder channel is a private Slack channel, it is the perfect area for Agents to cooperate as a team, to leave private comments in the ticket thread, and choose what replies that should be public and sent back to the user(s) who submitted the ticket.
  • Once a user has become an Agent, they can easily overview and access tickets from Suptask App Home. They do not need the Responder channel to overview and track tickets. 
  • Private tickets submitted by users will always be sent to the Responder channel, to keep the ticket and conversation fully private between the user and the Agents. 
  • Manage permissions to tickets by inviting the users you want to access tickets to the Responder channel, who will then become Agents.
It is recommended for Agents to set up easy access to the reaction emojis, to easily create tickets and submit public replies on tickets. 

Scale with multiple inbox ticket forms

The Responder channel can contain tickets from different ticket forms, coming from the same or different Collaboration channels, or from Private tickets. 

This provides flexibility as you can configure as many ticket forms as you require, to receive different types of requests and information to your team. 

Learn more about ticket forms

Responder channel for one or many teams

A common use case is to set up a Responder channel for a single team, where all team members join into a Responder channel, where they can work together in Slack to respond and resolve tickets. These users will become Agents and will be the users with access to manage the tickets sent to this Responder channel. 

Suptask can also be used by multiple teams, and Responder channels can help aligning the structure for these teams and their members.

Set up one Responder channel per team. Each team will have their private space to manage and access their tickets. 

For example: 

  • IT team can work in ๐Ÿ”’it-respond 
  • HR team can work in ๐Ÿ”’hr-respond
  • Finance can work in ๐Ÿ”’finance-respond
Use the Move action on a ticket in order to move tickets from one team to another. 

Agents can work in the Collaboration channel 

It is important to know that Agents do not need to respond and manage tickets from the Responder channel. Agents can choose to respond and work on tickets inside of the Collaboration channel with the same capabilities. 

What is important to note is that users still need to be joined into the Responder channel, in order to become an Agent and receive the proper permissions. 

If you intend to not work in the Responder channel, we recommend that you mute the Responder channel inside of Slack

Working in public with your users to respond and resolve tickets can have benefits, such as: 

  • Product & Engineering can triage tickets together that are sent in by Customer Success or Customer Support. 
  • Cooperate between departments to resolve tickets in one single channel.
  • Work together on resolving customer issues in one single channel. 
It is important to avoid sensitive information in the Collaboration channel, as it is publicly available for all people in that channel. 

Learn more about the Collaboration channel

Replies in the thread of a ticket are by default private in the Responder channel. To share a public reply back to the requester of the ticket, simply add the ๐ŸŽบ emoji on the message to share a public reply back to the Requester user.
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