Ticket submission
Learn the methods of creating tickets with Suptask
Overview
Suptask supports a number of different methods to submit a ticket. All of these methods allows to create tickets in Slack and are available in your Suptask account.
Your organization can choose what methods to use, and what to recommend for the users.
Getting Started
You need to have an Inbox and a Form in order to submit tickets with Suptask.
Looking for instructions and videos on how it works when submitting a ticket in Slack? How to submit a ticket
Ticket submission methods
Add the ticket 🎫 reaction emoji on an existing message
Availability:
Channels, Direct Messages (DM), Groups and Slack Connect channels
Requirements:
In Channels & Groups, make sure that the Suptask App is invited. Invite the Suptask App
In Direct Messages (DM), the user who triggers the ticket creation might need to give extended permissions to Suptask. Create a ticket in Direct Messages (DM)
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Create a ticket from messages using the ticket 🎫 reaction emoji
Use any of Suptask's slash commands
Availability:
Channels, Direct Messages (DM) and Groups
Requirements:
Use any of the available slash command aliases, such as
/support, /suptask, /helpdesk, /request etc.
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Use the message shortcut on any existing message.
Availability:
Channels, Direct Messages (DM) and Groups
Requirements:
Message need to be sent before creating the ticket.
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From Suptask App Home
Availability:
Suptask App Home
Requirements:
Accessed from the Suptask App in Slack, by clicking on the Create a new ticket action button.
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Automatically create tickets from any messages sent in a channel.
Availability:
Channels
Requirements:
Enabled by configuring it on a Form.
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Use the Email-to-Slack integration to submit tickets from email.
Availability:
Requirements:
Requires an e-email address to receive tickets with.
Enabled by configuring it on a Form.
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Create tickets in Slack Connect channels
Availability:
Slack Connect channels
Requirements:
Enabled by configuring it on a Form.
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Several creation methods are generic across your Slack workspace, and some require the Suptask App to be invited to the channel or given explicit permissions by users.
By creating a ticket on an existing message, Suptask will automatically populate the ticket description field with the content of the message.
Create a ticket-dialogue in Slack
Submitting a ticket with certain methods in Slack will open up the Create a ticket dialogue. This dialogue is a starting point to submit tickets across all your Inboxes, Forms and Channels.
Submit your ticket to a channel This option will group all the channels that are configured on Forms that are using Collaborative Ticket Submission.
Submit a ticket directly to an Inbox This option will group all your Inboxes which have Forms of the type Private Ticket Submission.
Tips! If you do not have any Forms configured with Collaborative Ticket Submission across all Inboxes, then the option Submit your ticket to a channel will not be visible.
The same goes for the Submit a ticket directly to an Inbox option, it will not be visible if there are no Forms of the Private Ticket Submission type.
Best Practices
Suptask can help you optimize the ticket creation for your users, by intelligently minimizing the amount of steps & clicks that the user need to perform to submit a ticket.
Automatically select an Inbox for the user By using only one Inbox, Suptask will automatically select this Inbox for your users.
Automatically select a Form for the user By using only one Form, Suptask will automatically bring up this Form for your users after selecting an Inbox, without the need to select a Form.
Automatically submit the ticket with a Form Only set the Description field as required and set all the other fields for the Requester as optional. Suptask will then automatically create the ticket without asking the user to fill in any fields.
Creating tickets from existing messages By creating a ticket on an existing message, Suptask will automatically populate the ticket description field with the content of the message.
Set the Requester from the message author When creating a ticket from a message, the author of the message will by default become the requester of the new ticket. This can help you as an Agent when you create a ticket on-behalf of a user. You can customize this behavioe from the Account Settings.
All of these options can be combined to fully optimize & streamline the ticket submission process for your users.
What happens after a ticket is submitted?
When a ticket is submitted it will be routed to the Inbox via the Form which it was submitted with. The Agents in the Inbox will be automatically notified via the Responder channel in Slack.
The user who submitted the ticket will automatically be notified in Slack, just like a normal message, when there is an update on the ticket.
A ticket that is submitted on behalf of a user, will notify both the user who submitted the ticket and the user who is the requester of the ticket. Any updates to the ticket will only be shared to the requester of the ticket.
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