Key concepts

Understand the fundamentals of Suptask

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.

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Last updated 7 months ago

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