# Ticketing as an Agent ### **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. {% hint style="info" %} Before you start, ensure that Suptask have been installed and configured within your Slack workspace. [Learn more on how to Install Suptask](/getting-started/install-suptask.md) {% endhint %} *** ### 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 ](/setup-and-configure/inboxes/how-to-use-suptask-inboxes.md#edit-an-inbox) * [Agent work hours ](/working-with-tickets/performance-and-service-level-agreements-sla/how-to-set-up-agent-work-hours.md) * [SLA](/working-with-tickets/performance-and-service-level-agreements-sla/how-to-setup-service-level-agreements-sla.md) * ... and much more. Learn more by visting the Inboxes section below: {% content-ref url="/pages/gpG841sC2IoxKPphhsKo" %} [Inboxes](/setup-and-configure/inboxes/how-to-use-suptask-inboxes.md) {% endcontent-ref %} #### 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. {% content-ref url="/pages/Bnf3GdTWIvS64SeikKZT" %} [Forms](/setup-and-configure/forms-and-fields/what-are-ticket-forms-and-fields.md) {% endcontent-ref %} *** ### Submitting Tickets To dive into the details, follow this guide with examples and videos on **How to submit a ticket**: {% content-ref url="/pages/MkYI2uvYvJIZFHO4njTc" %} [How to submit a ticket](/working-with-tickets/for-users-who-submit-tickets/how-to-create-a-ticket.md) {% endcontent-ref %} *** ### Managing and Responding to Tickets Learn how to efficiently manage tickets and provide timely responses to users. {% content-ref url="/pages/FktVNYMhs2xmToLtfHk0" %} [Responding to tickets](/working-with-tickets/for-agents-who-respond-and-manage-tickets/how-to-respond-and-manage-tickets.md) {% endcontent-ref %} *** ### 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](/setup-and-configure/inboxes/how-to-use-suptask-inboxes.md#manage-access) {% content-ref url="/pages/f4GlGzqkRMJaYlmeLpA5" %} [Users & Permissions](/setup-and-configure/users-and-permissions.md) {% endcontent-ref %} ### Overview and Track Tickets Keep track of all your tickets and monitor their progress effectively. {% content-ref url="/pages/RJJbk9j0xTnIBayvXVgG" %} [Overview and manage tickets as an Agent](/working-with-tickets/for-agents-who-respond-and-manage-tickets/overview-and-manage-tickets-as-an-agent.md) {% endcontent-ref %} *** ### Dashboard & Analytics Utilize Suptask's analytics features to gain insights into your ticket management performance. {% content-ref url="/pages/4OhcmoG2FydIIdS4HRu1" %} [Broken mention](broken://pages/4OhcmoG2FydIIdS4HRu1) {% endcontent-ref %} *** ### Approvals and Followers **Manage approvals within tickets** Make use of the built in Approval feature that allow you to request Approvals within ticket requests. {% content-ref url="/pages/78LTRipFdHG0TYwuKQZF" %} [Approvals](/working-with-tickets/for-agents-who-respond-and-manage-tickets/how-to-send-and-manage-approvals.md) {% endcontent-ref %} *** ### Customer Satisfaction Score (CSAT) Set up automatic CSAT surveys in your Inbox to allow measuring how satisfied our users and customers are. {% content-ref url="/pages/HPFJSDoOrlI1EciUP7QV" %} [Customer Satisfaction Score (CSAT)](/working-with-tickets/for-agents-who-respond-and-manage-tickets/customer-satisfaction-score-csat.md) {% endcontent-ref %} *** ### 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. {% content-ref url="/pages/7WEPMEAfx02Sp4yEhl36" %} [Intelligence with Suptask AI](/suptask-ai/how-the-ai-assistant-works.md) {% endcontent-ref %} #### 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. {% content-ref url="/pages/nuXqGIizZpYzN1IMRCYn" %} [Templated answers with Canned Replies](/working-with-tickets/for-agents-who-respond-and-manage-tickets/how-to-use-canned-replies.md) {% endcontent-ref %} #### Invite followers to tickets You can add users outside of your Inbox to follow and comment on a ticket using the Followers feature. {% content-ref url="/pages/ezwFPErOkjJTUQEjDe4L" %} [Followers](/working-with-tickets/for-agents-who-respond-and-manage-tickets/how-to-add-and-manage-followers-on-tickets.md) {% endcontent-ref %} *** --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://support.suptask.com/getting-started/user-guides/ticketing-as-an-agent.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.