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
Powered by GitBook
On this page
  • Overview
  • How to activate Automations
  • Automation Rules
  • How to tag a Slack App or User in a Message?
  • Custom Rules

Was this helpful?

Export as PDF
  1. Integrations, Automations & Workflows

Automations in Suptask

Learn how to automate your ticketing

PreviousOn-call rotationNextAccount Settings

Last updated 4 months ago

Was this helpful?

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.


How to activate Automations

Contact to learn more and get started with Automations


Automation Rules

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.

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


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.

  1. 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.

can be enabled using one of our integrations

which you want to tag

If you have ideas or requirements for your Automation,

Suptask Support
On-call / on-duty rotation schedules
let us know your feedback.
Locate the Member ID