Ticketing as an Agent

Follow this guide to get started as an Agent in Suptask

Getting Started with Suptask

This guide will help you as an Agent to understand the basics of Suptask including the more advanced features that can help you as your ticketing processes mature.

This will ensure that you get the most out of Suptask to optimize your Agent experience.

Before you start, ensure that Suptask have been installed and configured within your Slack workspace.

Learn more on how to Install Suptask

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Set Up Your Inbox and Form

Begin your journey by setting up a new Inbox. Inboxes help you to group tickets to a team of Agents who get access to tickets.

You can configure several features on your Inbox:

• Display name

• Agent work hours

• SLA

• ... and much more. Learn more by visting the Inboxes section below:

Inboxes

Forms

You can have multiple Forms in your Inbox, enabling you to categorize the different ticket requests that you receive to your Inbox.

Users will be able to select among the Forms when they submit the tickets.

Forms

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Submitting Tickets

To dive into the details, follow this guide with examples and videos on How to submit a ticket:

How to submit a ticket

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Managing and Responding to Tickets

Learn how to efficiently manage tickets and provide timely responses to users.

Responding to tickets

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User Permissions

Manage user roles and permissions to control access levels within your team.

You can restrict access to Inboxes for your Agents. Learn more how to Manage access to your Inbox

Users & Permissions

Overview and Track Tickets

Keep track of all your tickets and monitor their progress effectively.

Overview and manage tickets as an Agent

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Dashboard & Analytics

Utilize Suptask's analytics features to gain insights into your ticket management performance.

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Approvals and Followers

Manage approvals within tickets

Make use of the built in Approval feature that allow you to request Approvals within ticket requests.

Approvals

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Customer Satisfaction Score (CSAT)

Set up automatic CSAT surveys in your Inbox to allow measuring how satisfied our users and customers are.

Customer Satisfaction Score (CSAT)

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Advanced features

Discover additional features in Suptask that can help you to elevate your ticketing management and experience:

Automatic summary of your tickets from Suptask AI Assistant

Automatic summary of your tickets from Suptask AI Assistant help you build knowledge which helps you overview the problem and solution of tickets, as well as having the knowledge searchable across Slack.

Intelligence with Suptask AI

Respond efficiently to recurring questions

Are you receiving recurring questions that you need to manually reply on everytime? Make use of Canned Replies where you can create predefined templated answers that you can reply with, just 2-clicks away.

Templated answers with Canned Replies

Invite followers to tickets

You can add users outside of your Inbox to follow and comment on a ticket using the Followers feature.

Followers

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