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

---

Requirements

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

---

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 Slck 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.

---

Automatically Create Tickets from a Slack Workflow

Overview

You can now automatically create and pre-fill tickets directly from Slack workflow messages - no manual data entry required.

With the automatic message-to-form mapping, any structured data included in a Slack workflow message can be detected, extracted, and mapped into your ticket form fields. This helps your team capture consistent, structured information right from Slack, even when users type messages manually.

---

Prerequisites

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.

---

How It Works

When your team posts a Slack workflow message in a connected channel, Suptask analysis the message for field markers - small snippets of text that identify specific ticket fields and their values.

For example:

New incident reported. <<priority: High>> <<status: New>> <<assignee: U123456789>> Server outage detected.

When this message is converted into a ticket:

• The priority, status, and assignee fields are automatically filled.

• The message text remains intact for your description.

Result:

• Description: “New incident reported. Server outage detected.”

• Fields: priority = High, status = New, assignee = U123456789

---

Supported Syntax

You can use three simple syntaxes to include field data. All three work the same way - use whichever fits your team’s preference.

Syntax Style	Example	Result
Angle Brackets	<<priority: High>>	Sets the “priority” field to High
Square Brackets	[[status: In Progress]]	Sets the “status” field to In Progress
Hash Syntax	#assignee=U123456789	Assigns the ticket to the user ID provided

You can even mix them in the same message:

Server down! <<priority: Critical>> [[status: In Progress]] #assignee=U123456789

---

Field Mapping and Validation

The parser automatically matches extracted fields to your ticket form fields. It supports both system fields (like priority, status, assignee, and tags) and custom fields.

• Case-insensitive - <<PRIORITY: high>> = <<priority: High>>

• Whitespace-tolerant - # assignee = U123456789 works fine

• Supports multiple values for multi-select fields like tags

Examples

Input	Extracted Field	Notes
<<priority: High>>	priority = HIGH	Standard field
[[status: Open]]	status = OPEN	Case-insensitive
#tags=network, urgent	tags = [“network”, “urgent”]	Multi-value
<<assignee: U123456789>>	assignee = U123456789	Slack user ID

If a value doesn’t match an available option (e.g., <<priority: Pizza>>), it’s simply ignored.

---

Advanced Details

Conflict Handling

If the same field appears more than once, the last one wins:

<<priority: Low>> [[priority: Medium]] #priority=High
→ priority = High

Escaping Special Characters

To include syntax symbols inside a description, prefix them with a backslash:

<<description: Error contains \<brackets\> and \#hashes>>

Multi-Select Fields

Comma-separated values automatically populate multi-select fields:

<<tags: server, network, critical>>

Validation Behavior

• Field values must match known options (e.g., High, Medium, Low).

---

Example Workflow Integration

Here’s how it might look in a Slack workflow message step:

Incident reported by {{user}} at {{timestamp}}.
<<priority: {{form_priority}}>> 
[[status: New]] 
#assignee={{form_assignee}} 
<<tags: {{form_tags}}>> 
Details: {{form_description}}

When the message posts in your Slack channel, the parser automatically extracts these values and creates a fully populated ticket in your system.

---

Troubleshooting

Issue	Possible Cause	Solution
Field not showing up	Misspelled or unknown field name	Check your form field names
Wrong value applied	Conflicting markers	Last one wins — review your message order
Value ignored	Invalid or empty field	Make sure it matches valid form options
Partial extraction	Missing colon or equals sign	Use the correct syntax pattern

---

Tips for Best Results

1. Be consistent use the same syntax style across your workflows.

2. Validate field names - they must match the names or labels in your form.

3. Use Slack workflow variables inside field markers for dynamic values:

   <<priority: {{workflow.priority}}>> [[status: {{workflow.status}}]]

4. Avoid empty values - <<priority: >> won’t be processed.

5. Test your syntax - you can preview how fields are parsed before enabling automation.

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.

---

How to create