Customer Support using Suptask

How to submit and manage your support requests with Suptask

Overview

This guide is for you who are a part of a Slack Connect / External Connection channel in Slack where you are provided with customer support using Suptask

You will get help as a user to get started using Suptask to submit support requests, overview your tickets and reply on your tickets.

You will also get an understanding on how to get the most out of Suptask with best practices to optimize your experience with Suptask. wdq

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How to submit a support request ticket

Depending on how Suptask have been configured, it will either allow creating tickets automatically or manually from the messages sent in the channel.

Here is how you can submit a ticket manually by adding the 🎫 ticket emoji as a reaction on top of your message:

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How to find your tickets

All your submitted tickets can be found in the Suptask App. You can find and track all the active tickets that you have submitted from here

You as a customer will not need to install the Suptask App in order to view the tickets. Suptask will automatically show up as an app in your Slack as soon as oyu have submitted your first ticket.

Suptask App is displayed in the left navigation menu

Learn how to find the Suptask App in Slack

The Suptask App will automatically be available for all external organizations without having to install it.

Overviewing tickets in the Suptask App

Your customers can overview all their tickets in one single place without having to scroll through the channel to track tickets.

With the Suptask App, they see all tickets that are active and submitted in their channel(s).

Due to the limitations of External Connections, there are limited actions available for external workspaces in the Suptask app in Slack.

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How to reply on tickets

Replies can easily be sent on your tickets by:

• Opening the message in the shared Slack channel and sending the reply within ticket message thread.

• Opening the ticket from the Suptask App and sending the reply on the ticket message thread.