Suptask
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  • Welcome
  • Getting Started
    • Install Suptask
      • Slack permission scopes
      • Invite the Suptask App
    • Your first Inbox & Form
    • Ticket submission
    • Manage and Reply on tickets
    • Key concepts
    • User Guides
      • Ticketing as an Agent
      • Ticketing as a User
      • Rollout and Onboarding guide
    • FAQ & Troubleshooting
    • Contact Support
    • Videos
  • Setup & Configure
    • Inboxes
      • Inboxes
      • Users and Agents in the same channel
      • Service Level Agreements (SLA)
      • Agent Work Hours
      • Automatically create tickets from new messages
      • Migrate to the new generation
    • Forms & Fields
      • Forms
      • Custom Fields
      • Default Fields
      • Custom Statuses
      • Tags
      • Using the Organization field
    • Users & Permissions
    • Slack External Connections
    • Multiple Slack Workspaces
      • Multiple Workspaces & Slack Community
      • Enterprise Grid
    • Branding & White-labeling
    • Language & Translations
  • Working with tickets
    • For Agents: who respond and manage tickets
      • Overview and manage tickets as an Agent
      • Responding to tickets
      • Move or Escalate to another Inbox
      • Submit tickets on behalf of a user
      • Request and manage Approvals
      • Customer Satisfaction Score (CSAT)
      • Templated answers with Canned Replies
      • AI Assistant
      • Followers
      • Delete tickets
    • For Users: who submit tickets
      • How to submit a ticket
      • Overview your tickets as a user
    • Overview & Analytics
      • Overview and track tickets
      • Dashboard
      • Reports
    • Essentials for Your daily work
      • Tickets Summary Notifications
      • Setup one-click emoji reactions
      • How to search for tickets
      • Display Suptask in Slack
  • Integrations, Automations & Workflows
    • Introduction to Integrations
    • List of integrations
    • Integration guides
      • Slack Workflows
      • WhatsApp
      • JIRA Software
      • Zendesk
      • ClickUp
      • Notion
      • Google Sheets
      • Suptask API
      • WebHooks
      • Export API
      • Integrate with other Slack Apps
      • External issue & ticketing systems
        • Create tickets from Suptask to GitLab
        • Create tickets from Suptask to GitHub
        • Create tickets from Suptask to JIRA
    • Email-to-Slack Ticketing
      • Email-to-Slack Ticketing
      • Gmail & Google Workspaces
      • Microsoft Outlook
      • AI Email routing
    • On-call rotation
    • Automations in Suptask
  • Account Management
    • Account Settings
    • Subscription & Billing
      • Subscription & Billing
      • Integrations billing
      • Limitations in the Free plan
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On this page
  • Checklist
  • Introduction announcements to users
  • Videos
  • Best Practices
  • Essentials for your users daily work
  • Other resources

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  1. Getting Started
  2. User Guides

Rollout and Onboarding guide

How to onboard users and rollout Suptask to your organization

PreviousTicketing as a UserNextFAQ & Troubleshooting

Last updated 1 month ago

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As you get closer to finialize your setup of Suptask, the next step will be to prepare the rollout of Suptask and onboarding of your users.

In this article we provide helpful content and guides on how to make a successful rollout.

Checklist

Use the checklist to confirm that everything is ready to rollout Suptask to your organization and start onboarding users.


Introduction announcements to users

Suptask for IT support requests

Here follows an example message from the IT team when introducing users to Suptask:

Introducing Suptask - Our New Ticketing System in Slack!

Hey everyone

We've now set up Suptask in Slack to handle your IT support requests and hardware orders more efficiently, reducing response times and improving the overall ticket user experience.

How to get started:

  • Go to Apps in Slack and search for Suptask

  • Open the Suptask app in Slack to create a ticket. You can also use the /suptask command if you prefer.

  • Track updates in the Activity section or directly in the Suptask app.

  • Star the Suptask app in Slack for easy access. This will help keep everything more organized and ensure you never miss an update on your tickets.

Since this is our initial rollout, I'd love your feedback! Please feel free to reach out with any of your ideas or feedback, or if you need any assistance. '

Supporting your clients and customers with Suptask

Here follows an example announcement to client and customers when a company introduces Suptask as their support ticketing system.

Hey everyone,

We’re excited to announce that we've integrated Suptask into our Slack workspace to enhance our customer support experience. This integration allows for more efficient handling of your inquiries, leading to quicker responses and improved communication.

How to Get Started:

  1. Submit a Ticket:

  2. Track Your Tickets:

    • Suptask App in Slack: Access the Suptask app from the left-side menu in Slack to view and manage your tickets. This provides a centralized location to monitor the status and updates of your inquiries.​

    • Channel Notifications: Stay informed with updates directly within the Slack channel where the ticket was created.

  3. Stay Organized:

    • Star the Suptask App: For quick access, star the Suptask app in Slack. This ensures you can easily navigate to your tickets and stay updated on their progress.​

As we roll out this new system, your feedback is invaluable. Please share any thoughts or suggestions to help us improve your support experience. If you have any questions or need assistance with Suptask, feel free to reach out.​

Thank you for your cooperation and for helping us enhance our support


Videos

We have collected a number of videos that you can share in order to share additional training to users.

Best Practices

These best practices help you shape your setup and workflow for the most optimized ticket process.


Essentials for your users daily work

Suptask have a number of useful features that supports both users and Agents in their daily work.

These are all helpful to share to your users and Agents during the introduction.

Summary notifications

Every user can customize the summary notifications from Suptask, to be disabled completely or to be shared just once a week. By default it shares only active tickets with daily notifications.

Quick access to the ticket reaction emoji

Create tickets faster using the ticket emoji, this can help both user and Agents to have quick access to the ticket reaction emoji in their Slack client.

Other resources

You can find these helpful to manage your notifications and search for tickets.

Via Slack: In our shared Slack channel, use the Suptask app to create a new ticket. You can do this by adding the 🎫 to convert it into a ticket.​

Via Email: Alternatively, you can send your support requests to . These emails will automatically generate tickets in our system, and you'll receive confirmation along with a ticket number for tracking.​

additional articles
support@ourcompany.com
Videos
Tickets Summary Notifications
Setup one-click emoji reactions
Essentials for Your daily work
Email integration
integration
Rename Suptask
reaction emoji to any message
default replies
Dashboard
ticket overviews
Account and Inbox settings

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