Suptask
Suptask Web AppSignup for FREE
  • Welcome
  • Getting Started
    • Install Suptask
      • Slack permission scopes
      • Invite the Suptask App
    • Your first Inbox & Form
    • Ticket submission
    • Manage and Reply on tickets
    • Key concepts
    • User Guides
      • Ticketing as an Agent
      • Ticketing as a User
      • Rollout and Onboarding guide
    • FAQ & Troubleshooting
    • Contact Support
    • Videos
  • Setup & Configure
    • Inboxes
      • Inboxes
      • Users and Agents in the same channel
      • Service Level Agreements (SLA)
      • Agent Work Hours
      • Automatically create tickets from new messages
      • Migrate to the new generation
    • Forms & Fields
      • Forms
      • Custom Fields
      • Default Fields
      • Custom Statuses
      • Tags
      • Using the Organization field
    • Users & Permissions
    • Slack External Connections
    • Multiple Slack Workspaces
      • Multiple Workspaces & Slack Community
      • Enterprise Grid
    • Branding & White-labeling
    • Language & Translations
  • Working with tickets
    • For Agents: who respond and manage tickets
      • Overview and manage tickets as an Agent
      • Responding to tickets
      • Move or Escalate to another Inbox
      • Submit tickets on behalf of a user
      • Request and manage Approvals
      • Customer Satisfaction Score (CSAT)
      • Templated answers with Canned Replies
      • AI Assistant
      • Followers
      • Delete tickets
    • For Users: who submit tickets
      • How to submit a ticket
      • Overview your tickets as a user
    • Overview & Analytics
      • Overview and track tickets
      • Dashboard
      • Reports
    • Essentials for Your daily work
      • Tickets Summary Notifications
      • Setup one-click emoji reactions
      • How to search for tickets
      • Display Suptask in Slack
  • Integrations, Automations & Workflows
    • Introduction to Integrations
    • List of integrations
    • Integration guides
      • Slack Workflows
      • WhatsApp
      • JIRA Software
      • Zendesk
      • ClickUp
      • Notion
      • Google Sheets
      • Suptask API
      • WebHooks
      • Export API
      • Integrate with other Slack Apps
      • External issue & ticketing systems
        • Create tickets from Suptask to GitLab
        • Create tickets from Suptask to GitHub
        • Create tickets from Suptask to JIRA
    • Email-to-Slack Ticketing
      • Email-to-Slack Ticketing
      • Gmail & Google Workspaces
      • Microsoft Outlook
      • AI Email routing
    • On-call rotation
    • Automations in Suptask
  • Account Management
    • Account Settings
    • Subscription & Billing
      • Subscription & Billing
      • Integrations billing
      • Limitations in the Free plan
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  1. Getting Started

Key concepts

Understand the fundamentals of Suptask

PreviousManage and Reply on ticketsNextUser Guides

Last updated 7 months ago

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Suptask consists of many different parts that makes up the ticketing system on Slack.

Below you can learn more on what they are and how they play their role in Suptask.

Inbox

Inboxes are the foundation of Suptask and will help you group tickets to allow Agents in that Inbox to manage and access the tickets.

Ticket

Ticket is the definition of a request that has been submitted by a user and received in an Inbox where it has been created with a unique Ticket ID.

Responder channel

The Responder channel is a private Slack channel that is directly connected to one or many Inboxes. It is a unique solution in Suptask that enables you to manage and reply tickets directly in Slack.

Forms

Forms will help you to categorize the requests from your users, as well as guiding them to submit all the information required. Forms are built up with several different Default fields and Custom fields.

Custom Fields

Custom Fields are added to your Forms and can be customized to your need. You can use Custom Fields to be of different types in order to help you retrieve the required information from your users when submitting a Form.

Default Fields

Suptask includes a set of Default Fields that are common to be used in ticketing system. These are available on your Forms as well as available in many other views across Suptask to help you filter and analyze your tickets.

Agent

Agents are the users that have access to manage and reply on Tickets inside of one or many Inboxes. A user becomes an Agent by being invited to an Inbox via the connected Responder channel.

Requester

A Requester is a user who have requested a Ticket by submitting to an Inbox.

User

Users can submit and overview their Tickets. When a user have submitted a Ticket request, they can sometimes be referred to as a Requester.

Suptask Web App

The Web application of Suptask extends the Slack App with additional features to help customers configure Suptask, as well as overviewing and keeping a track of Tickets.

Suptask Slack App

Suptask is a Slack App which is installed within your Slack workspace to empower it with ticketing capabilities.

When Suptask App is installed, it consists of a Home view which gives an overview of tickets, filtering and management of the tickets that the users have access to.

SLA (Service Level Agreement)

The SLA feature will automatically notify Agents about Tickets that will breach the threshold levels defined within the SLA. Making it easy to track what Tickets that needs attention or has not received a reply in a very long time.

Requester channel

Requester channel is a Slack channel from where the ticket was submitted to Suptask by a user.

Canned Replies

Canned Replies are essentially saved reply messages which you can select among and send back to the Requester. It is useful to handle recurring questions that requires the same answer and over.

Collaboration channel

Collaboration channel is a concept on top of an Requester channel where Agents and Users are working together on tickets in the same Requester channel.

Collaboration channels can be set up to collaborate on tickets that are sent in with Suptask. Often this involves multiple teams that exists in the same Slack channel, or a transparent ticketing process where Agents work openly with users to resolve tickets.

Learn more about Default Fields
Learn more about SLA
Learn more
Learn more about Users and Agents working together in Collaboration
Learn more about Canned Replies
Learn more about Forms
Learn more about Custom Fields
Learn more about Inboxes
Learn more about Responder channels