Rollout and Onboarding guide

How to onboard users and rollout Suptask to your organization

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.

• Inboxes are created and configured

• Channels are prepared in Slack

• (optional) Email integration and other integration has been prepared

• Forms are setup in each Inbox including custom Fields

• Admins and Agents have access to their Inboxes

• (optional) Rename Suptask to match your brand and use case

• (optional) Account and Inbox settings have been customized to your needs

  • Decide if default replies should be Public or Internal comments

• Ticket creation have been tested and confirmed working

• Announcement about the introduction to Suptask has been sent to users

• First tickets have been created by users (evaluate if any adjustments to Forms are required)

• Start using ticket overviews and the Dashboard for analytics

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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. '

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

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:

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

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

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

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Videos

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

Videos

Best Practices

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

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.

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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.

Tickets Summary 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.

Setup one-click emoji reactions

Other resources

Essentials for Your daily work