Ctrlk
Open SuptaskSignup Nowsuptask.com

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

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 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

Step 3: Create a Form and connect your customer channels

A Form defines how tickets are submitted and which channels it accepts tickets from.

  1. Inside your new Inbox, click New Form

  2. Set the Form type to Collaborative - this allows everyone in the shared channel to see and track submitted tickets

  3. Under Channels, select all your customer channels (e.g. #ext-acme-corp, #ext-globex)

  4. Add any custom fields you want customers to fill in when submitting, such as priority or product area

  5. Save the Form

Tip: Use separate Forms per customer tier or request type if you want to route or filter tickets differently. You can always add more Forms to the same Inbox later.

→ Learn more about Forms and Fields

Step 4: 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:

Repeat this for every channel you added to your Form in Step 3. When a new customer channel is created in the future, always invite Suptask as your first step.

Step 5: 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 selected in your Form.

→ Troubleshooting Slack Connect setup

Demo of support requests in Slack

Step 6: 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

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 existing Form in Suptask

  4. Invite the Suptask app to the channel with /invite @Suptask

That's all that's needed per customer. 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:

PreviousQuickstart: Internal Help DeskNextUser Guides

Last updated

Was this helpful?