Automations in Suptask
Learn how to automate your ticketing
Overview
By automating parts of your ticketing process, you can achieve an optimized workflow and higher efficiency as you work through your tickets.
The Automation feature in Suptask allow you to set up trigger rules and actions towards your tickets.
For example:
When a ticket is created in Inbox X, assign it to the agent with the least amount of tickets assigned currently.
When a ticket is created in Inbox Y, set the status of the ticket to In Progress automatically.
When a ticket is created with Form A in Inbox X, assign it to Agent Z.
When an update is happening on a ticket, send it to a Webhook url.
How to access Automations
You can find Automations from the main menu in the Suptask Web App.
Automation Actions
The automation rules are dynamic, allowing you to customize automation to your need.
There are a set of built-in rules, and also the possibility to build-out automation based on custom rules which can be added per request.
Each of these rules can be configured on the Inbox and/or on a specific Form.
Status
Set a specific status of the ticket when it is created.
Example:
When a ticket is created for the form New Laptop in the IT Inbox, set the status to Being Reviewed.
Priority
Set a specific priority of the ticket when it is created.
Example:
When a ticket is created for the form New Laptop in the IT Inbox, set the priority to Critical.
Assignee
Assign a user to a ticket when it is created.
Suptask can automate the assignment of users with the following methods:
Round-robin
Random
Least amount of tickets
Fixed Agent
There are a set of options available to further customize the assignment:
Online only - Only assign the ticket to Agents who have their status set to online in Slack.
Exclusion - Exclude specific Agents from being included in the assignment
Example:
Assign the Agent with the least amount of tickets currently assigned, where the Agent need to be Online to be assigned.
On-call / on-duty rotation schedules can be enabled using one of our integrations
Automatic reply
Automatically send a reply to the Requester or the Agents
Example:
Send additional instructions to the Requester after the ticket has been created
Webhook
Trigger a Webhook request to a URL of your choice, enabling you to integrate with other systems such as Slack Workflows.
Approvals
Trigger an approval request to defined users, allowing you to either do a approval sequence with users in a specific order, or a flexible approval where anyone can approve.
Sequence approvals: Trigger approvals with a specific sequence of users
Flexible approvals: Anyone of the users can approve
Conditions
Automations can optionally contain conditions to further scope what tickets to target. You can use conditions across several ticket properties, to verify that certain values are met.
How to tag a Slack App or User in a Message?
You can tag App's and Users in messages from Suptask in order to notify these users with Slack's built in notifications.
Locate the Member ID which you want to tag
In the message you want to send, add the member ID formatted as the following <@U43232123> where U43232123 is the Member ID.
Custom Rules
We are constantly building out Automations and have several new rules coming out.
If you have ideas or specific requirements, let us know your feedback.
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