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
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.
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
One of our users are missing access to 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 form the Inboxes page:
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
How to locate the member ID of a Slack User or App?
Slack Users
Visit the user profile in Slack by pressing on their name
Click on More options (the three dots icon button)
From there you can copy their member ID:
Slack App
Visit the App in Slack from the left menu
Click on the App name
From there you can copy the member ID
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