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.
Ticket submission methods
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.
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.
Best Practices
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.
Learn more
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