# Your First Suptask Inbox

The foundation of Suptask consists of Inboxes and Forms, empowering you to set up any kind of ticketing routing that you might need. 

Ticket creation with Suptask can support a number of different teams and use cases, for example:

* **Submit an IT issue** in the channel #it-helpdesk to the IT team.
* Have your **employees send a request** to the IT or HR team. 
* Create a ticket directly from your **Direct Message (DM)** conversation. 
* Submit tickets from a **group chat in Slack.** 
* Receive **email requests** and reply via Slack.
* Submit internal service orders from the **mobile Slack client using Suptask App Home.**
* Receive **customer support requests from a Slack Connect** channel. 

***

### Example structure of Inboxes and Forms 

<figure><img src="https://621243658-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FO5JbdwXcuzsmDvD73Ccf%2Fuploads%2Fz5NhDfPvJSHdpc0wWpwu%2Fimage.png?alt=media&#x26;token=079ce90d-dff4-4547-b6cb-a6d89a638c1c" alt=""><figcaption></figcaption></figure>

***

### How users will experience Inboxes in Slack

Inboxes and Forms works as top-categories and sub-categories when your users will submit a ticket.&#x20;

This allow you to set up a journey where users can select:

1. What Inbox to submit tickets to
2. And within that Inbox, what Form to select.&#x20;

See the example below.

&#x20;

<figure><img src="https://621243658-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FO5JbdwXcuzsmDvD73Ccf%2Fuploads%2FKB3fezbXxeU4tiCOHmeb%2Fimage.png?alt=media&#x26;token=48f3e90a-9712-4b4e-a82f-8fe9d187579f" alt="" width="375"><figcaption><p>The user have selected the IT Inbox and can then select what <br>Form within that Inbox to submit the ticket with</p></figcaption></figure>

***

### Getting Started&#x20;

* [x] Install Suptask in your Slack Workspace
* [x] Confirm that your user have Admin access in Suptask
* [ ] Setup up your first Inbox & Form
* [ ] Understand the different Ticket submission methods
* [ ] Manage and Reply on tickets
* [ ] [Discover how to submit your first ticket](https://support.suptask.com/working-with-tickets/for-users-who-submit-tickets/how-to-create-a-ticket)

After the installation of Suptask, you will automatically be guided to the Setup of Suptask automatically in the Suptask Web App.&#x20;

{% hint style="info" %}
You can navigate to the Onboarding Setup by visiting [this link](https://app.suptask.com/get-started) and selecting Setup Suptask.
{% endhint %}

***

### Your new Inbox with the Setup wizard&#x20;

<figure><img src="https://621243658-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FO5JbdwXcuzsmDvD73Ccf%2Fuploads%2FwaO9fTfwkZrww5wlLYoe%2Fimage.png?alt=media&#x26;token=798a9399-7cf4-41ff-ba6e-4c127977b14e" alt="" width="375"><figcaption></figcaption></figure>

The wizard will walk you through the setup of your first Inbox and Form, making sure that you are onboarded 100% and ready to get started with ticketing on Slack using Suptask.&#x20;

{% hint style="info" %}
You can navigate to the Onboarding Setup by visiting [this link](https://app.suptask.com/get-started) and selecting Setup Suptask.
{% endhint %}

The wizard will help you set up the following on your new account:&#x20;

{% stepper %}
{% step %}

### New Inbox

A new Inbox with a predefined name or a name of your choice.

[Learn more on how to set up an Inbox](https://support.suptask.com/setup-and-configure/inboxes/how-to-use-suptask-inboxes)
{% endstep %}

{% step %}

### Connect a Responder channel to the new Inbox

The private channel in Slack for your Agents, which will be connected to your Inbox

[Learn about the Responder channel](#inbox-and-responder-channel)
{% endstep %}

{% step %}

### New Form

A new Form with the type of Form of your choice

[Learn more about Forms](https://support.suptask.com/setup-and-configure/forms-and-fields/what-are-ticket-forms-and-fields)
{% endstep %}

{% step %}

### Custom Fields to your Form

Custom fields that are automatically added to your new Form.&#x20;

[Learn more about Custom fields](https://support.suptask.com/setup-and-configure/forms-and-fields/how-to-create-custom-fields)
{% endstep %}
{% endstepper %}

By setting up all of this, you will be ready to submit your first ticket in Slack using Suptask.

You can always customize your Inbox, Forms and Fields after the wizard is completed.&#x20;

***

### Inbox and Responder channel

The Responder channel is connected to your Inbox and is integrated in Slack as a private channel for your Agents.&#x20;

It comes with several benefits:

* Agents can leave **private comments, search and manage** their tickets directly in Slack.
* Slack & Suptask will automatically send **notifications** about an updated or new ticket.
* Users that are invited as a member to this channel will **automatically become an Agent**.

When a ticket is submitted with a Form, it is routed to the Inbox and will be visible inside of the connected Responder channel in Slack, where Agents receive a notification about the ticket and can start to respond to the ticket.

{% hint style="info" %}
Inboxes can share the same Responder channel, learn more on how this can be used for access and [multi-level categorization of tickets.](#multi-level-categories-with-inboxes-and-forms)
{% endhint %}

[Learn more about the Responder channel](https://support.suptask.com/setup-and-configure/inboxes/how-to-use-suptask-inboxes#connect-with-a-responder-channel)

{% content-ref url="../setup-and-configure/inboxes/how-to-use-suptask-inboxes" %}
[how-to-use-suptask-inboxes](https://support.suptask.com/setup-and-configure/inboxes/how-to-use-suptask-inboxes)
{% endcontent-ref %}

{% content-ref url="../setup-and-configure/forms-and-fields/what-are-ticket-forms-and-fields" %}
[what-are-ticket-forms-and-fields](https://support.suptask.com/setup-and-configure/forms-and-fields/what-are-ticket-forms-and-fields)
{% endcontent-ref %}

***

#### Have Agents and Users work in the same channel&#x20;

Agents and Users can optionally work in the same channel where tickets are submitted. This makes it easy to manage tickets directly in the same channel as where users are submitting them.&#x20;

**Learn more:**&#x20;

{% content-ref url="../setup-and-configure/inboxes/collaboration-with-users-and-agents" %}
[collaboration-with-users-and-agents](https://support.suptask.com/setup-and-configure/inboxes/collaboration-with-users-and-agents)
{% endcontent-ref %}

***

### Troubleshooting&#x20;

In case you run into any issues with the wizard you can [always restart it ](https://app.suptask.com/get-started/wizard)and retry the setup.

**An error occurs with the error message:** `token expired`

This is due to an invalid client token when trying to communicate with the Slack backend. Please logout and login again, this should solve the issue.&#x20;

**The Inbox could not be created**&#x20;

Try to select another name of the Slack channels. Review the detailed report at the end to note down any error that appears. Try to relogin and if it does not help, contact [Suptask Support](https://support.suptask.com/getting-started/contact-support).

{% hint style="warning" %}
In case you run into any issues with the wizard, try to relogin and start over. If it does not help, please contact [Suptask Support](https://support.suptask.com/getting-started/contact-support) and we'll assist you to get started.
{% endhint %}

***

### Next Step

Proceed to understand the different Ticket submissions:

{% content-ref url="../working-with-tickets/ticket-submission" %}
[ticket-submission](https://support.suptask.com/working-with-tickets/ticket-submission)
{% endcontent-ref %}