Slack Workflows

Learn how to make use of Suptask in Slack Workflows

The integration with Slack Workflows is included in the Professional plan of Suptask.

Slack Workflows allow you to build a multi-step workflow that combines different inputs and actions. Suptask supports the new Slack Workflows and opens up the possibility to integrate Suptask as a part of Slack Workflows.

Use cases with Suptask:

• Trigger workflow from an event in Suptask

• Create tickets in Suptask from a workflow

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Requirements

You need to have a paid subscription of Slack to have access to Slack Workflows.

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How it works

Suptask can work with Slack Workflows in mainly two different ways:

• Suptask can trigger a Slack Workflow using the Webhook event.

• Tickets can be created in Suptask from a Slack Workflow via a message in a channel.

Trigger a Slack Workflow from Suptask

1. Create a new Slack Workflow

2. Select the event on how to start the workflow: From a Webhook

3. Set up the data variables that you want to map from Suptask to the Workflow

   1. You can find the sample Webhook data below

4. Store the Webhook URL, you will need it in the Suptask setup.

5. Save your workflow.

Set up a new Automation in Suptask

In the new Automation rule...

1. Select what Inbox, and optionally what Form to use the Automation rule for

2. Define the trigger event e.g New ticket created

3. Set up the optional conditions

4. Select the Webhook action

5. Paste the Webhook you retrieved from your Slack Workflow and paste it

6. Save the new rule.

The Slack Workflow will now be executed by Suptask whenever the Automation rule is triggered.

You might need to request access and get started via Suptask Support in order to activate the automation.

Create tickets in Suptask from a Slack Workflow

Before setting up this integration, make sure to create a dedicated private channel where your Slack Workflow can post messages. Suptask will use this channel to convert the messages to tickets.

1. Open your Inbox in Suptask

2. Create a new Form

3. Select the Form type: Auto Creation of Tickets in a Slack Channel

   1. Learn more about the different Form types

4. Configure the Form to Accept tickets in the newly created channel

   1. e.g #auto-create

5. Save the Form and make sure it is published in Slack.

Edit your Slack Workflow

1. Open your Slack Workflow

2. As the last step, add the Message > Send message to a channel

3. Select the same channel as the Form in Suptask

4. Add the relevant information to the message field.

5. Save your workflow.

Every time the Slack Workflow is executed, it will post in the channel where Suptask will automatically convert it to a ticket.

As the message is converted to a ticket, the field Requester might need to be edited by Agents after the ticket has been submitted, in order to have the correct user on it.

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