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.
Time-Based Automations
Overview
Time-based automations allow you to automatically trigger actions on tickets based on how much time has passed - such as closing stale tickets, sending reminder replies, or escalating tickets that have been waiting too long.
By combining time-based triggers with automation actions, you can ensure tickets never fall through the cracks and your team's workflows stay on schedule.
For example:
Automatically close tickets that have been in the "Waiting" status for 7 days without any activity.
Send an automatic reminder reply to the Requester if no new reply has been received within 24 hours.
Escalate a ticket to a senior agent if it has been open for more than 3 days.
How to Access Time-Based Automations
You can find Automations from the main menu in the Suptask Web App.
When creating or editing an automation rule, select Time-based as the trigger type to access the time-based trigger options.
Time-Based Triggers
Time-based automations support the following trigger types. For each trigger, you can define the amount of time that must pass before the automation fires.
Time Since Last Reply
Triggers when a ticket has not received a new reply within a specified amount of time.
Use this to follow up on tickets where the conversation has gone quiet, either from the Requester or from the Agent side.
Example:
Send an automatic reminder message to the Requester when no reply has been received for 48 hours.
Time Since Creation
Triggers based on how long ago the ticket was first created.
Use this to catch long-running tickets or enforce resolution time targets.
Example:
Assign a ticket to a senior agent if it has been open for more than 3 days without being resolved.
Time in Status
Triggers when a ticket has been in a specific status for a defined period of time.
Use this to move tickets forward automatically when they get stuck in a particular stage of your workflow.
Example:
Automatically close tickets that have remained in the "Waiting for Customer" status for 7 days.
Configuring the Time Value
For each time-based trigger, you can set the amount of time using:
Hours - for shorter response windows (e.g. 4 hours, 24 hours)
Days - for longer thresholds (e.g. 3 days, 7 days)
Common Use Cases
Close stale tickets
Time in Status: 7 days
Set status to Closed
Reminder to Requester
Time Since Last Reply: 24 hours
Send automatic reply
Escalate long-running tickets
Time Since Creation: 3 days
Reassign to senior agent
Notify team via webhook
Time in Status: 2 days
Trigger webhook
Notes
Time-based automations run on a scheduled check, not in real time. There may be a short delay between when the time threshold is met and when the automation fires.
A single automation rule can only have one time-based trigger. Combine multiple rules if you need to handle different time thresholds separately.
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.
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