Suptask
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  • 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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On this page
  • Overview
  • Getting Started
  • Reply on tickets
  • Manage tickets as a user
  • Manage tickets as an Agent
  • Optimize the remediation of tickets
  • Learn more

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  1. Getting Started

Manage and Reply on tickets

Learn how to manage and respond to tickets

PreviousTicket submissionNextKey concepts

Last updated 7 months ago

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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.


Getting Started


Reply on tickets

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


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.

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


Manage tickets as an Agent

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

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


Optimize the remediation of tickets


Learn more

Agents can quickly Close tickets by adding the checkmark reaction emoji on the Ticket, which will automatically Close it.

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Discover how to submit your first ticket
Overview your tickets as a user
Overview and manage tickets as an Agent

Essentials for your daily work

How to optimize your daily work with Suptask

Working with tickets

How to submit a ticket

Setup & Configure

Inboxes