# Quickstart: Manage and Reply on tickets

### Overview

When a ticket has been submitted, it will receive a unique ticket ID that can be tracked by both the user who requested the ticket, as well as the Agent who receive the ticket in the Inbox where it can be managed. 

Both users and Agents can easily reply on any of their tickets directly from Slack.

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### Before you begin

Make sure you have:

* Installed Suptask in your Slack workspace ([Install Suptask](https://support.suptask.com/getting-started/install-suptask))
* Have an Inbox and a Form configured in order to submit tickets with Suptask. ([Setup your inbox](/getting-started/your-first-inbox-and-form.md))

{% hint style="info" %}
Looking for instructions and videos on how it works when submitting a ticket in Slack? \
[How to submit a ticket](/working-with-tickets/for-users-who-submit-tickets/how-to-create-a-ticket.md)
{% endhint %}

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### Manage and Reply on Tickets

Watch how an Agent can manage, assign and reply on a ticket in Slack.

{% embed url="<https://youtu.be/-clT80bu_ko?si=fU8H--BQa7sE7GJw>" %}

***

### Manage tickets as a user

Every user who submits a ticket will be able to track and overview them, including adding additional replies to the tickets.&#x20;

Tickets can easily be managed from the Suptask App in Slack, or with Tickets view on the Web.

{% content-ref url="/pages/1Qgr3UvAQHm1AtYdIrPI" %}
[Overview your tickets as a user](/working-with-tickets/for-users-who-submit-tickets/overview-your-tickets-as-a-user.md)
{% endcontent-ref %}

***

### Manage tickets as an Agent&#x20;

Every Agent can manage and overview the tickets that he have access to via the Inboxes that he is a part of.&#x20;

Tickets can easily be managed from the Suptask App in Slack, or with Tickets view on the Web.

{% content-ref url="/pages/RJJbk9j0xTnIBayvXVgG" %}
[Overview and manage tickets as an Agent](/working-with-tickets/for-agents-who-respond-and-manage-tickets/overview-and-manage-tickets-as-an-agent.md)
{% endcontent-ref %}

***

### Optimize the remediation of tickets

Agents can quickly Close tickets by adding the :white\_check\_mark: checkmark reaction emoji on the Ticket, which will automatically Close it.&#x20;

<figure><img src="/files/RUvPA2UTCkxTRY4kmVYl" alt=""><figcaption></figcaption></figure>

***

### Learn more

<table data-view="cards"><thead><tr><th align="center"></th><th align="center"></th><th></th><th data-hidden data-card-target data-type="content-ref"></th></tr></thead><tbody><tr><td align="center"><strong>Essentials for your daily work</strong></td><td align="center">How to optimize your daily work with Suptask</td><td></td><td><a href="/pages/ig0ls7Fi344Ma9hlMnFG">/pages/ig0ls7Fi344Ma9hlMnFG</a></td></tr><tr><td align="center"><strong>Working with tickets</strong></td><td align="center">How to submit a ticket</td><td></td><td><a href="/pages/MkYI2uvYvJIZFHO4njTc">/pages/MkYI2uvYvJIZFHO4njTc</a></td></tr><tr><td align="center"><strong>Setup &#x26; Configure</strong></td><td align="center">Inboxes</td><td></td><td><a href="/pages/gpG841sC2IoxKPphhsKo">/pages/gpG841sC2IoxKPphhsKo</a></td></tr></tbody></table>

&#x20;


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# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://support.suptask.com/getting-started/install-suptask/manage-and-reply-on-tickets.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.