Two primary roles in Suptask

• Requesters - Users who submit and request tickets 
• Responders - Users who help respond and remediate tickets

The Requester role

Requesting users are invited in a channel where tickets can be submitted to request for help or solutions. The requesting user is the person who will be provided with the solution when the ticket is remediated. 

The Responder role

Responding users are answering and providing solutions on incoming tickets submitted by requested users. They often work within a responding team to cooperate finding solutions on tickets. Responding users are invited in to a responding channel. The responding channel is typically private to the team.

Examples of requesting and responding channels

IT Operations

• #it-ops - Support staff is Requesting user with escalations to IT Operations
• 🔒it-ops-respond - IT Operations team responds on tickets

IT Helpdesk

• #helpdesk - Tickets for Internal IT helpdesk
• 🔒helpdesk-respond - Helpdesk team responds on tickets

Engineering

• #marketing-help - Marketing questions and help
• 🔒marketing-respond - Marketing team responds on tickets

Sales

• #sales-support - Sales receiving help and support on problems
• 🔒sales-respond - Sales support responds on tickets

Engineering

• 🔒engineering-help - IT Operations escalating tickets to Engineering
• 🔒engineering-respond - Engineering responding to incoming cases