# 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="" %} *** ### 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. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. 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