FAQ & Troubleshooting

Frequently Asked Questions and Common Issues

Are you missing any answers on your question? Let us know via Suptask Support and we'll make sure to help you.

How to find the Suptask App in Slack?

Search for "Suptask" in Slack and you should find the App if it is installed.

You can make sure to always have Suptask visible in the left side menu on Slack by adding it as a favorite. Learn how to display Suptask in Slack

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How do I overview all users that are Agents?

You can overview all users who have the Agent role in Users & Permissions on your account.

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How do I add Agents?

Users will automatically become Agents by inviting them to the Responder channel in Slack, which is connected to your Inbox.

Learn more on how to add Agents

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Missing an Inbox or incorrect information on an Inbox?

Have the user rejoin the Responder channel that is connected to the Inbox, that will initiate the recalculation process of identifying Agents which can help to promote the users to Agents.

If the user is missing the Inbox from Suptask Web, make sure the user has the Account Admin role in order for them to be able to manage the Inbox and Forms.

Inboxes can also be reloaded in order to fetch the most up-to-date information from Slack. This can be done from the Inboxes page:

Click on the action icon in order to reload the Inboxes.

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Ticketing in DM stopped working, or in a channel where the Suptask App is not invited?

This could be due to an invalid personal token. Try to renew it for your user by visiting the link below:

Grant access to ticketing in DM

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How to locate the member ID of a Slack User or App?

Slack Users

1. Visit the user profile in Slack by pressing on their name

2. Click on More options (the three dots icon button)

3. From there you can copy their member ID:

Slack App

1. Visit the App in Slack from the left menu

2. Click on the App name

3. From there you can copy the member ID

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How to link directly to the Suptask App

The Suptask App has the following unique ID in Slack: A01FN6P6W7N

Link on the Web

You can link directly to the Suptask App from a website using the following URL, where the team parameter needs to be replaced with your own team ID in Slack:

https://slack.com/app_redirect?team=%3CYOUR_TEAM_ID%3E&app=A01FN6P6W7N

Link in Slack

Linking to the Suptask App is also possible by using the following schema. It can help you to direct your users to submit tickets using the Suptask App using Canvases, Tabs or Pinned messages:

slack://app?team={TEAM_ID}&id=A01FN6P6W7N&tab=home

Finding our Team ID in Slack

You can find your Slack workspace team ID by opening the Slack client i your web browser. In the URL, you will find the team id:

Example on how this can be linked in a channel

Link from a Slack Workflow button

Slack Workflow buttons can be sticky within a channel, allowing users to click a button to trigger an action. If you don't want to map Forms and Fields into Slack Workflows using the integration, you can create a solid user experience by linking to the Suptask App.

Use the link to the Suptask App, to embed to a message which sends a button to click to the user:

Example workflow setup

Example message sent to the user