> 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-internal-help-desk.md).

# Quickstart: Internal Help Desk

#### 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.

***

### Before you begin

Make sure you have:

* Installed Suptask in your Slack workspace ([Install Suptask](https://support.suptask.com/getting-started/install-suptask))
* Admin access to the Suptask Web App - log in at [app.suptask.com](https://app.suptask.com)
* Ability to create channels in Slack (e.g. `#it-helpdesk`)

> Not installed yet? Start with the [Install Suptask guide](https://support.suptask.com/getting-started/install-suptask).

***

### 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](https://app.suptask.com) 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](https://support.suptask.com/setup-and-configure/inboxes/how-to-use-suptask-inboxes)

***

### 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](https://support.suptask.com/setup-and-configure/forms-and-fields/what-are-ticket-forms-and-fields)

***

### 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](https://support.suptask.com/getting-started/ticket-submission)

***

### 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](https://support.suptask.com/setup-and-configure/users-and-permissions)

***

### 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

{% embed url="<https://youtu.be/80bF3Lre_MI?si=lCK2zTo9jmWtUS4k>" %}

***

### Step 6: Announce to your employees

Let your employees know Suptask is live and how to submit requests. The [Rollout and Onboarding Guide](https://support.suptask.com/getting-started/user-guides/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

***

### Next steps

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

* [**Custom Fields**](https://support.suptask.com/setup-and-configure/forms-and-fields/how-to-create-custom-fields) — capture structured data like request type, priority, or asset ID
* [**Custom Statuses**](https://support.suptask.com/setup-and-configure/forms-and-fields/custom-statuses) — tailor ticket statuses to match your team's workflow
* [**SLA & Agent Work Hours**](https://support.suptask.com/setup-and-configure/inboxes/service-level-agreements) — set response time targets and track performance
* [**Automations**](https://support.suptask.com/integrations-automations-and-workflows/automations-in-suptask) — auto-assign tickets, send notifications, or update fields based on rules
* [**Canned Replies**](https://support.suptask.com/working-with-tickets/for-agents-who-respond-and-manage-tickets/templated-answers-with-canned-replies) — save time with pre-written responses for common requests

***

> **Need help?** Reach out via [Suptask Support](https://support.suptask.com/getting-started/contact-support) if you run into any issues during setup.