> For the complete documentation index, see [llms.txt](https://support.suptask.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://support.suptask.com/getting-started/quickstart-customer-support.md).

# Quickstart: Customer Support

Support your customers in their dedicated Slack channels

This guide gets you from a fresh Suptask installation to live customer support across your Slack Connect channels. By the end, your customers will be able to submit tickets directly from their shared Slack channels, and your agents will have a single inbox to manage all incoming requests.

**This guide is for:** Admins setting up B2B customer support using Slack Connect.

**Time to complete:** 20–30 minutes.

**Before you start:** Suptask must be installed in your Slack workspace. → [Install Suptask](/getting-started/install-suptask.md)

***

## Step 1: Set up your customer channels in Slack

Each customer gets their own shared Slack Connect channel. This is where they will submit tickets and communicate with your team.

If you haven't already, create and name your customer channels before configuring Suptask. Use a consistent prefix to keep them organized as you scale:

```
#ext-acme-corp
#ext-globex
#ext-initech
```

Once created, invite the customer's Slack workspace to the channel via Slack Connect as you normally would.

> **Note:** Suptask only needs to be installed in your workspace. Your customers do not need to install anything.

***

## Step 2: Create an Inbox for customer support

An Inbox is the container that groups tickets and connects them to your agent team.

1. Open the [Suptask Web App](https://app.suptask.com) and go to **Inboxes**
2. Click **New Inbox** and give it a name, for example `Customer Support`
3. Create or select a **Responder channel** — this is a private Slack channel where your agents will receive ticket notifications and manage responses
4. Save the Inbox

Your agents become members of this Inbox by being invited to the Responder channel in Slack.

→ [Learn more about Inboxes](/setup-and-configure/inboxes/how-to-use-suptask-inboxes.md)

***

## Step 3: Connect your customer channels as an intake source

An intake source defines where tickets of the Inbox can be submitted. One source can hold all your customer channels, so you only maintain the list in one place.

1. Open your new Inbox and go to the **Intake sources** tab
2. Click **Add intake source** and select **Slack channel**
3. Choose **Multiple channels** and select all your customer channels (e.g. `#ext-acme-corp`, `#ext-globex`)
4. Give the source a custom display name, for example `Customer channels` - only your admins and agents see it
5. Keep the creation mode **Manual** so customers decide which messages become tickets
6. Save the source

→ [Learn more about Intake sources](/setup-and-configure/inboxes/intake-sources.md)

***

## Step 4: Create a Form

A Form defines what customers fill in when they submit a ticket.

1. Inside your Inbox, click **New Form**
2. Set the privacy to **Public** - tickets are posted in the shared channel so everyone there can see and track them
3. Under **Intake sources**, select your `Customer channels` source
4. Add any custom fields you want customers to fill in, such as priority or product area
5. Save the Form

> **Tip:** Use separate Forms per request type if you want to route or filter tickets differently. All Forms offered on the same source are available in every customer channel.

→ [Learn more about Forms](/setup-and-configure/forms-and-fields/what-are-ticket-forms-and-fields.md)

***

## Step 5: Invite Suptask to each customer channel

For Suptask to work in a channel, the app must be a member of it.

In each customer channel in Slack, type:

```
/invite @Suptask
```

Repeat this for every channel in your intake source. The source shows the status **Ready** once Suptask is a member of all its channels. When a new customer channel is created in the future, always invite Suptask as your first step.

***

## Step 6: Test with a ticket submission

Before going live with customers, verify the setup is working end to end.

1. Open one of your customer channels in Slack
2. Post a test message, for example: `"Can you help me with access to the dashboard?"`
3. Add the 🎫 ticket emoji reaction to the message
4. The ticket should appear in your Responder channel and in the Suptask Web App

If the ticket does not appear, check that Suptask is invited to the channel and that the channel is part of your intake source.

→ [Troubleshooting Slack Connect setup](/getting-started/contact-support.md)

### Demo of support requests in Slack

{% embed url="<https://youtu.be/SEFHp4twEyo?si=OOT8A4syCLHr2Stn>" %}

***

## Step 7: Onboard your customers

Your customers do not need to install Suptask. Once they are in a connected channel, Suptask will automatically send them a welcome onboarding message explaining how to submit and track tickets.

Customers can track all their active tickets in the Suptask app, which appears automatically in their Slack left-side menu without any installation required.

> **Share with your customers:** → [How to use Suptask as a customer](/getting-started/user-guides/ticketing-for-customer-support.md)

***

## Adding more customers

As you grow, adding a new customer follows the same pattern each time:

1. Create a new Slack Connect channel using your naming convention (`#ext-customer-name`)
2. Invite the customer's Slack workspace
3. Add the channel to your `Customer channels` intake source in Suptask
4. Invite the Suptask app to the channel with `/invite @Suptask`

That's all that's needed per customer. Your Forms are available in the new channel immediately - there is no need to create new Inboxes or Forms unless you want to separate teams or ticket types.

***

## What's next

Now that your customer support setup is live, explore how to get the most out of it:

* [Set up SLA to track response times](/working-with-tickets/performance-and-service-level-agreements-sla/how-to-setup-service-level-agreements-sla.md)
* [Enable CSAT to collect customer satisfaction scores](/working-with-tickets/for-agents-who-respond-and-manage-tickets/customer-satisfaction-score-csat.md)
* [Use Suptask AI to summarize tickets automatically](/suptask-ai/how-the-ai-assistant-works.md)
* [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)