Quickstart: Internal Help Desk

Support your employees with an internal help desk in Slack

Overview

This guide walks you through setting up Suptask for internal help desk support — for example IT, HR, or Operations. By the end, your team will have a working inbox where employees can submit requests directly in Slack, and agents can manage and respond to them.

This guide is for the admin or setup owner who is configuring Suptask for the first time.

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Before you begin

Make sure you have:

• Installed Suptask in your Slack workspace (Install Suptask)

• Admin access to the Suptask Web App - log in at app.suptask.com

• Ability to create channels in Slack (e.g. #it-helpdesk)

Not installed yet? Start with the Install Suptask guide.

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Step 1: Create your Inbox

An Inbox is the top-level container that receives tickets for a specific team (e.g. IT, HR). Each Inbox is connected to a private Slack channel where your agents work.

1. Open the Suptask Web App and go to Setup & Configure → Inboxes

2. Click Create Inbox

3. Give the Inbox a name (e.g. IT Helpdesk)

4. Connect it to a Responder channel — the private Slack channel your agents will use

   • If the channel doesn't exist yet, Suptask can create it for you

5. Save the Inbox

Any Slack user invited to the Responder channel automatically becomes an Agent for that Inbox.

Learn more about Inboxes

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Step 2: Create a Form

A Form defines what information employees fill in when submitting a ticket. Each Inbox can have one or more Forms — use multiple Forms to categorize different request types (e.g. Hardware Request, Software Issue, Access Request).

1. In the Suptask Web App, go to Setup & Configure → Forms

2. Click Create Form and select your Inbox

3. Name the Form (e.g. General IT Request)

4. Add the fields relevant to your team — a Description field is required as a minimum

5. Set which fields are required vs. optional for the requester

6. Save the Form

Tip: Keep forms short. Only ask for information your agents actually need to resolve the ticket.

Learn more about Forms and Fields

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Step 3: Choose how employees submit tickets

Suptask supports several ways for employees to submit tickets. For internal help desk, the most common are:

From a shared Slack channel (e.g. #it-helpdesk) Employees post messages in a shared channel, and tickets are created from those messages — either automatically, or when a user adds the 🎫 emoji reaction.

From the Suptask App in Slack Employees open the Suptask App from the Slack left menu and submit a ticket using the Form you created. This works from any channel, DM, or the App Home tab.

From a direct message Employees can submit a ticket directly from a DM conversation in Slack.

For most internal help desk setups, a dedicated channel like #it-helpdesk combined with the Suptask App works well.

See all ticket submission methods

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Step 4: Add your agents

Agents are the team members who respond to and manage tickets.

• Via the Responder channel: Invite team members to the Responder channel in Slack — they will automatically be recognized as Agents.

• Via the Web App: Go to Users & Permissions in the Suptask Web App to view and manage Agent roles manually.

Learn more about Users & Permissions

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Step 5: Submit your first test ticket

Before rolling out to your team, test the full ticket flow:

1. Open Slack and find the Suptask App in the left menu

2. Select your Inbox and Form

3. Fill in the fields and submit

4. Open your Responder channel — the ticket should appear there

5. Assign it, reply to it, and close it as resolved

Once everything works as expected, you're ready to invite your team.

Demo of ticket submission

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Step 6: Announce to your employees

Let your employees know Suptask is live and how to submit requests. The Rollout and Onboarding Guide includes ready-to-use announcement templates for internal rollouts.

Key things to communicate:

• Where to submit tickets (the Slack channel or Suptask App)

• What types of requests to use it for

• How to track and follow up on their tickets

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Next steps

Once your basic setup is running, explore these features to optimize your help desk:

• Custom Fields — capture structured data like request type, priority, or asset ID

• Custom Statuses — tailor ticket statuses to match your team's workflow

• SLA & Agent Work Hours — set response time targets and track performance

• Automations — auto-assign tickets, send notifications, or update fields based on rules

• Canned Replies — save time with pre-written responses for common requests

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Need help? Reach out via Suptask Support if you run into any issues during setup.