What is a Collaboration channel

Learn how to establish a Collaboration channel

Overview

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.

Collaboration channels are made up from Slack channels where the From of the type Collaborative is configured. Which enables the submitted ticket to be visible in a Collaboration channel for all users who are a part of that channel.

It is recommended that you only receive requests through a Collaboration channel which are not containing sensitive information. If you need to receive sensitive information, consider using the Private Ticket Submission Form.

Example use cases:

• Customer Support and the end-customer using Slack Connect

• Customer Success or Support teams work together with Product & Engineering

• Project Managers cooperate on tickets with the Project stakeholders.

• Helpdesk is openly addressing requests together with users in a channel

Set up a Collaboration channel

To set up a Collaboration channel, you can follow these steps:

1. Set up a new Form in your Inbox

2. Select the type of Form, Slack Channels Ticket Submission

3. Proceed to select what channels to

4. Select the Slack channels where you want to Accept tickets from

   • These channels will be your Collaboration channels

5. Customize the Form with the Fields you require.

6. Save and the new Form will be ready for Slack in Slack

How Agents can work in the Collaboration channel?

Users and Agents in the same channel