Your first Inbox & Form

Get started with your first Inbox and Form

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.

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How users will experience Inboxes and Forms

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

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.

See the example below.

The user have selected the IT Inbox and can then select what Form within that Inbox to submit the ticket with

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Getting Started

• Install Suptask in your Slack Workspace

• 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

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

You can navigate to the Onboarding Setup by visiting this link and selecting Setup Suptask.

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Your new Inbox with the Setup wizard

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.

The wizard will help you set up the following on your new account:

1

New Inbox

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

Learn more on how to set up an Inbox

2

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

3

New Form

A new Form with the type of Form of your choice

Learn more about Forms

4

Custom Fields to your Form

Custom fields that are automatically added to your new Form.

Learn more about Custom fields

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 wixard is completed.

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Inbox and Responder channel

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

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.

Inboxes can share the same Responder channel, learn more on how this can be used for access and multi-level categorization of tickets.

Learn more about the Responder channel

Inboxes

Forms

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Have Agents and Users work in the same channel

Agents and Users can optionally work in the same channel where tickets are submitted.

Learn more:

Users and Agents in the same channel

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Troubleshooting

In case you run into any issues with the wizard you can always restart it 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.

The Inbox could not be created

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.

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 and we'll assist you to get started.

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Next Step

Proceed to understand the different Ticket submissions:

Ticket submission