Suptask
Suptask Web AppSignup for FREE
  • 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
  • Getting Started with Suptask
  • Set Up Your Inbox and Form
  • Submitting Tickets
  • Managing and Responding to Tickets
  • User Permissions
  • Overview and Track Tickets
  • Dashboard & Analytics
  • Approvals and Followers
  • Customer Satisfaction Score (CSAT)
  • Advanced features

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  1. Getting Started
  2. User Guides

Ticketing as an Agent

Follow this guide to get started as an Agent in Suptask

PreviousUser GuidesNextTicketing as a User

Last updated 3 months ago

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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.


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:

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

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.


Submitting Tickets

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


Managing and Responding to Tickets

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


User Permissions

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

Overview and Track Tickets

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


Dashboard & Analytics

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


Approvals and Followers

Manage approvals within tickets

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


Customer Satisfaction Score (CSAT)

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


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.

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.

Invite followers to tickets

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


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

Forms
How to submit a ticket
Responding to tickets
Users & Permissions
Overview and manage tickets as an Agent
Request and manage Approvals
Customer Satisfaction Score (CSAT)
AI Assistant
Templated answers with Canned Replies
Followers
Learn more on how to Install Suptask
Agent work hours
SLA
Inboxes
Display name
Manage access to your Inbox