# What is Suptask? Suptask is an innovative service desk and ticketing system that transforms how teams handle support requests. By integrating natively with Slack, Suptask allows you to create, manage, and resolve tickets without leaving Slack. Whether it's internal IT issue, HR inquiry or external customer request, Suptask ensures that every ticket is tracked, organized, and addressed promptly. *** ### Why Use Suptask in Slack? Suptask replaces or complements a traditional ticketing systems, empowering your users with a superb experience as they can submit and track tickets seamlessly, without having to leave Slack. You will achieve improved user satisfaction rates with Suptask compared to using other traditional systems outside of Slack: * **Centralized in Slack**\ Handle all tickets within Slack, eliminating the need to switch between different platforms. * **Enhanced Collaboration**\ Work together with your team on resolving tickets using Slack's familiar interface. * **Improved Response Times**\ Receive Slack-native notifications and updates on tickets to ensure timely resolutions. * **The best in class User Experience**\ Your users will love how easily it is to submit tickets without having to leave their daily work. *** ### How Suptask Works Within Slack Suptask integrates directly into your Slack workspace, allowing you to interact with it just like any other Slack feature. There's no need for additional software or complex setups. Suptask uses Slack Channels, Messages and Message threads to establish a fully fledged ticket system within your Slack workspace. Giving your users the ability to submit, manage and respond on tickets. [Learn how to submit tickets with Suptask](/working-with-tickets/for-users-who-submit-tickets/how-to-create-a-ticket) ### Jump right in
Install SuptaskStart by installing Suptask in your Slack workspace/pages/T2NaaRnLJHKDLYa148Al
How to submit tickets Learn how users can submit tickets in Slack/pages/MkYI2uvYvJIZFHO4njTc
VideosDiscover our video library/pages/pM9OUsTK50rE5UPEaaEy
# Install Suptask Install the Suptask app in your Slack workspace Suptask installs as a Slack App and is configured from the Suptask Web App. This guide walks you through installing Suptask, confirming your admin access, and getting ready for the next step in your setup. {% hint style="info" %} Run into any issues during installation? Reach out to [Suptask Support](/getting-started/contact-support) and we'll help you get started. {% endhint %} *** ### Before you install Suptask requires a **Slack Workspace Admin** role to install. If you are not a Slack Admin, you have a few options: * Ask your Slack Admin to install Suptask for you using the steps below * Request to be granted the Admin role temporarily * In some workspaces, non-admins can request to install a new app — an Admin will receive a notification to approve it {% hint style="info" %} Learn more about[ Suptask App permissions in Slack](/getting-started/install-suptask/explanation-of-slack-permissions-scopes) {% endhint %} *** ### How to install Suptask {% embed url="" %} 1. Open the [Suptask Web App](https://app.suptask.com) and log in with your Slack account * Make sure you are logging in with the correct Slack workspace - you can toggle this in the upper right corner 2. Confirm and grant the permissions required for Suptask to be installed * You may be asked to confirm permissions twice - once for your user and once for the workspace 3. The installation wizard will confirm when Suptask is successfully installed * You can also verify by searching for `Suptask` in your Slack workspace
#### Approving for the workspace Approving for the complete Slack workspace can sometimes be required. Head over to the [Suptask App](https://slack.com/marketplace/A01FN6P6W7N-suptask) in the Slack Admin interface and confirm it is **Approved for the Workspace**. ![](/files/zlDacL4PbfsAwbbdS0xF) {% hint style="info" %} If your workspace requires app approval, head to the Suptask App in the Slack Admin interface and confirm it is Approved for the Workspace. {% endhint %} *** ### Confirm your Admin access in Suptask Once installed, log in to the [Suptask Web App](https://app.suptask.com) and confirm that your user has the **Account Admin** role. You will need this to set up Inboxes, Forms, and other configuration. If your account does not have Admin access, see Promote another user to Suptask Admin below. *** ### Promote another user to Suptask Admin If a different person will be managing the Suptask setup - for example, if a Slack Admin installed Suptask but a team lead will configure it - you can delegate admin access. 1. Ask the user you want to promote to log in to the [Suptask Web App](https://app.suptask.com) at least once with their Slack account. This registers their user in Suptask. 2. Go to [Users & Permissions](https://app.suptask.com/account/users) in the Suptask Web App 3. Find the user in the list and enable the **Account Admin** role * If the user is not listed, confirm they have completed step 1 4. The user now has full admin access to configure Suptask
*** ### Next step With Suptask installed and your admin access confirmed, proceed to set up your first Inbox and Form: [Your First Suptask Inbox](/getting-started/your-first-inbox-and-form) # Invite the Suptask App Learn how to invite the Suptask App in Slack ### Overview Suptask can be required to be invited to channels and groups in Slack in order to use certain ticket submission methods, such as using the ticket 🎫 (:ticket:) reaction emoji. ### How to invite the Suptask App In the desired channel or group where you want to invite the Suptask App in Slack, use a slash command message: `/invite @Suptask`
### Troubleshooting In such a case when ticket submission is not working, try to invite the Suptask App. In Direct Messages (DM) might need to grant explicit permissions. [Learn more](/working-with-tickets/for-users-who-submit-tickets/how-to-create-a-ticket#create-a-ticket-in-direct-messages-dm) # Slack permissions The Slack permissions scope that the Suptask app is making use of ### Privacy by default Suptask have been built with data privacy in mind from the very start where the minimum amount of permissions are being utilized to function properly. This ensures that the least amount of data and information is shared with Suptask. *** ### The permissions in Slack Suptask is making use of different permissions within your Slack workspace in order to provide the features it comes with. Slack have standardized the permissions an application like Suptask can make use of. Therefor it is Slack itself who explains and summarizes the permissions that are asked for when your user is being authorized. #### How Suptask is using the permissions Suptask uses messages and message threads inside of channels to support its unique ticketing system. Suptask do not store any Slack messages, we are rather referencing these into Slack. Suptask can only access the messages in a channel where the Suptask App is invited to explicitly, including public channels. Here follows a summary of the common permissions that Suptask is using: * Basic information about channels - Used to list channels and present channel names when configuring a Ticket Form. * Basic information about users in the channel(s) - Name and ID of the users in the channels where Suptask App is invited to. * Message access - Read messages that are sent in as tickets to Suptask in the channel(s) where the Suptask App is invited to. * Send messages - Send messages to users that are using Suptask. * Shortcut & Workflows - Enable shortcuts to create tickets from messages and have Suptask available in the Slack Workflow builder. Extended permissions are optional and can be used to create tickets using the ticket emoji in Direct Messages (DM). [Learn more about Suptask in Direct Messages (DM)](/working-with-tickets/for-users-who-submit-tickets/how-to-create-a-ticket#create-a-ticket-in-direct-messages-dm) # Quickstart: Manage and Reply on tickets Learn how to manage and respond to tickets ### Overview When a ticket has been submitted, it will receive a unique ticket ID that can be tracked by both the user who requested the ticket, as well as the Agent who receive the ticket in the Inbox where it can be managed. Both users and Agents can easily reply on any of their tickets directly from Slack. *** ### Before you begin Make sure you have: * Installed Suptask in your Slack workspace ([Install Suptask](https://support.suptask.com/getting-started/install-suptask)) * Have an Inbox and a Form configured in order to submit tickets with Suptask. ([Setup your inbox](/getting-started/your-first-inbox-and-form)) {% hint style="info" %} Looking for instructions and videos on how it works when submitting a ticket in Slack? \ [How to submit a ticket](/working-with-tickets/for-users-who-submit-tickets/how-to-create-a-ticket) {% endhint %} *** ### Manage and Reply on Tickets Watch how an Agent can manage, assign and reply on a ticket in Slack. {% embed url="" %} *** ### Manage tickets as a user Every user who submits a ticket will be able to track and overview them, including adding additional replies to the tickets. Tickets can easily be managed from the Suptask App in Slack, or with Tickets view on the Web. {% content-ref url="/pages/1Qgr3UvAQHm1AtYdIrPI" %} [Overview your tickets as a user](/working-with-tickets/for-users-who-submit-tickets/overview-your-tickets-as-a-user) {% endcontent-ref %} *** ### Manage tickets as an Agent Every Agent can manage and overview the tickets that he have access to via the Inboxes that he is a part of. Tickets can easily be managed from the Suptask App in Slack, or with Tickets view on the Web. {% content-ref url="/pages/RJJbk9j0xTnIBayvXVgG" %} [Overview and manage tickets as an Agent](/working-with-tickets/for-agents-who-respond-and-manage-tickets/overview-and-manage-tickets-as-an-agent) {% endcontent-ref %} *** ### Optimize the remediation of tickets Agents can quickly Close tickets by adding the :white\_check\_mark: checkmark reaction emoji on the Ticket, which will automatically Close it.
*** ### Learn more
Essentials for your daily workHow to optimize your daily work with Suptask/pages/ig0ls7Fi344Ma9hlMnFG
Working with ticketsHow to submit a ticket/pages/MkYI2uvYvJIZFHO4njTc
Setup & ConfigureInboxes/pages/gpG841sC2IoxKPphhsKo
# Your First Suptask Inbox Get started with your first Inbox and Form The foundation of Suptask consists of Inboxes and Forms, empowering you to set up any kind of ticketing routing that you might need. Ticket creation with Suptask can support a number of different teams and use cases, for example: * **Submit an IT issue** in the channel #it-helpdesk to the IT team. * Have your **employees send a request** to the IT or HR team. * Create a ticket directly from your **Direct Message (DM)** conversation. * Submit tickets from a **group chat in Slack.** * Receive **email requests** and reply via Slack. * Submit internal service orders from the **mobile Slack client using Suptask App Home.** * Receive **customer support requests from a Slack Connect** channel. *** ### Example structure of Inboxes and Forms
*** ### How users will experience Inboxes in Slack Inboxes and Forms works as top-categories and sub-categories when your users will submit a ticket. This allow you to set up a journey where users can select: 1. What Inbox to submit tickets to 2. And within that Inbox, what Form to select. See the example below.

The user have selected the IT Inbox and can then select what
Form within that Inbox to submit the ticket with

*** ### Getting Started * [x] Install Suptask in your Slack Workspace * [x] Confirm that your user have Admin access in Suptask * [ ] Setup up your first Inbox & Form * [ ] Understand the different Ticket submission methods * [ ] Manage and Reply on tickets * [ ] [Discover how to submit your first ticket](/working-with-tickets/for-users-who-submit-tickets/how-to-create-a-ticket) After the installation of Suptask, you will automatically be guided to the Setup of Suptask automatically in the Suptask Web App. {% hint style="info" %} You can navigate to the Onboarding Setup by visiting [this link](https://app.suptask.com/get-started) and selecting Setup Suptask. {% endhint %} *** ### Your new Inbox with the Setup wizard
The wizard will walk you through the setup of your first Inbox and Form, making sure that you are onboarded 100% and ready to get started with ticketing on Slack using Suptask. {% hint style="info" %} You can navigate to the Onboarding Setup by visiting [this link](https://app.suptask.com/get-started) and selecting Setup Suptask. {% endhint %} The wizard will help you set up the following on your new account: {% stepper %} {% step %} ### New Inbox A new Inbox with a predefined name or a name of your choice. [Learn more on how to set up an Inbox](/setup-and-configure/inboxes/how-to-use-suptask-inboxes) {% endstep %} {% step %} ### Connect a Responder channel to the new Inbox The private channel in Slack for your Agents, which will be connected to your Inbox [Learn about the Responder channel](#inbox-and-responder-channel) {% endstep %} {% step %} ### New Form A new Form with the type of Form of your choice [Learn more about Forms](/setup-and-configure/forms-and-fields/what-are-ticket-forms-and-fields) {% endstep %} {% step %} ### Custom Fields to your Form Custom fields that are automatically added to your new Form. [Learn more about Custom fields](/setup-and-configure/forms-and-fields/how-to-create-custom-fields) {% endstep %} {% endstepper %} By setting up all of this, you will be ready to submit your first ticket in Slack using Suptask. You can always customize your Inbox, Forms and Fields after the wizard is completed. *** ### Inbox and Responder channel The Responder channel is connected to your Inbox and is integrated in Slack as a private channel for your Agents. It comes with several benefits: * Agents can leave **private comments, search and manage** their tickets directly in Slack. * Slack & Suptask will automatically send **notifications** about an updated or new ticket. * Users that are invited as a member to this channel will **automatically become an Agent**. When a ticket is submitted with a Form, it is routed to the Inbox and will be visible inside of the connected Responder channel in Slack, where Agents receive a notification about the ticket and can start to respond to the ticket. {% hint style="info" %} Inboxes can share the same Responder channel, learn more on how this can be used for access and [multi-level categorization of tickets.](#multi-level-categories-with-inboxes-and-forms) {% endhint %} [Learn more about the Responder channel](/setup-and-configure/inboxes/how-to-use-suptask-inboxes#connect-with-a-responder-channel) {% content-ref url="/pages/gpG841sC2IoxKPphhsKo" %} [Inboxes](/setup-and-configure/inboxes/how-to-use-suptask-inboxes) {% endcontent-ref %} {% content-ref url="/pages/Bnf3GdTWIvS64SeikKZT" %} [Forms](/setup-and-configure/forms-and-fields/what-are-ticket-forms-and-fields) {% endcontent-ref %} *** #### Have Agents and Users work in the same channel Agents and Users can optionally work in the same channel where tickets are submitted. This makes it easy to manage tickets directly in the same channel as where users are submitting them. **Learn more:** {% content-ref url="/pages/RQJTfbDhc0V6iSBCapxe" %} [Users and Agents in the same channel](/setup-and-configure/inboxes/collaboration-with-users-and-agents) {% endcontent-ref %} *** ### Troubleshooting In case you run into any issues with the wizard you can [always restart it ](https://app.suptask.com/get-started/wizard)and retry the setup. **An error occurs with the error message:** `token expired` This is due to an invalid client token when trying to communicate with the Slack backend. Please logout and login again, this should solve the issue. **The Inbox could not be created** Try to select another name of the Slack channels. Review the detailed report at the end to note down any error that appears. Try to relogin and if it does not help, contact [Suptask Support](/getting-started/contact-support). {% hint style="warning" %} In case you run into any issues with the wizard, try to relogin and start over. If it does not help, please contact [Suptask Support](/getting-started/contact-support) and we'll assist you to get started. {% endhint %} *** ### Next Step Proceed to understand the different Ticket submissions: {% content-ref url="/pages/hVozftIgV5gSExrUJYoZ" %} [Quickstart: Your First Ticket](/working-with-tickets/ticket-submission) {% endcontent-ref %} # Key concepts Understand the fundamentals of Suptask Suptask consists of many different parts that makes up the ticketing system on Slack. Below you can learn more on what they are and how they play their role in Suptask.
Inbox Inboxes are the foundation of Suptask and will help you group tickets to allow Agents in that Inbox to manage and access the tickets. [Learn more about Inboxes ](/setup-and-configure/inboxes/how-to-use-suptask-inboxes#overview)
Ticket Ticket is the definition of a request that has been submitted by a user and received in an Inbox where it has been created with a unique Ticket ID.
Responder channel The Responder channel is a private Slack channel that is directly connected to one or many Inboxes. It is a unique solution in Suptask that enables you to manage and reply tickets directly in Slack. [Learn more about Responder channels](/setup-and-configure/inboxes/how-to-use-suptask-inboxes#connect-with-a-responder-channel)
Forms Forms will help you to categorize the requests from your users, as well as guiding them to submit all the information required. Forms are built up with several different Default fields and Custom fields. [Learn more about Forms](/setup-and-configure/forms-and-fields/what-are-ticket-forms-and-fields)
Custom Fields Custom Fields are added to your Forms and can be customized to your need. You can use Custom Fields to be of different types in order to help you retrieve the required information from your users when submitting a Form. [Learn more about Custom Fields](/setup-and-configure/forms-and-fields/how-to-create-custom-fields)
Default Fields Suptask includes a set of Default Fields that are common to be used in ticketing system. These are available on your Forms as well as available in many other views across Suptask to help you filter and analyze your tickets. [Learn more about Default Fields](/setup-and-configure/forms-and-fields/default-fields)
Agent Agents are the users that have access to manage and reply on Tickets inside of one or many Inboxes. A user becomes an Agent by being invited to an Inbox via the connected Responder channel.
Requester A Requester is a user who have requested a Ticket by submitting to an Inbox.
User Users can submit and overview their Tickets. When a user have submitted a Ticket request, they can sometimes be referred to as a Requester.
Suptask Web App The Web application of Suptask extends the Slack App with additional features to help customers configure Suptask, as well as overviewing and keeping a track of Tickets.
Suptask Slack App Suptask is a Slack App which is installed within your Slack workspace to empower it with ticketing capabilities. When Suptask App is installed, it consists of a Home view which gives an overview of tickets, filtering and management of the tickets that the users have access to.
SLA (Service Level Agreement) The SLA feature will automatically notify Agents about Tickets that will breach the threshold levels defined within the SLA. Making it easy to track what Tickets that needs attention or has not received a reply in a very long time. [Learn more about SLA](/working-with-tickets/performance-and-service-level-agreements-sla/how-to-setup-service-level-agreements-sla)
Requester channel Requester channel is a Slack channel from where the ticket was submitted to Suptask by a user. [Learn more](/getting-started/key-concepts/what-is-a-collaboration-channel)
Canned Replies Canned Replies are essentially saved reply messages which you can select among and send back to the Requester. It is useful to handle recurring questions that requires the same answer and over. [Learn more about Canned Replies](#canned-replies)
Collaboration channel Collaboration channel is a concept on top of an Requester channel where Agents and Users are working together on tickets in the same Requester channel. Collaboration channels can be set up to collaborate on tickets that are sent in with Suptask. Often this involves multiple teams that exists in the same Slack channel, or a transparent ticketing process where Agents work openly with users to resolve tickets. [Learn more about Users and Agents working together in Collaboration](/setup-and-configure/inboxes/collaboration-with-users-and-agents)
# Quickstart: Internal Help Desk Support your employees with an internal help desk in Slack #### Overview This guide walks you through setting up Suptask for internal help desk support — for example IT, HR, or Operations. By the end, your team will have a working inbox where employees can submit requests directly in Slack, and agents can manage and respond to them. This guide is for the **admin or setup owner** who is configuring Suptask for the first time. *** ### Before you begin Make sure you have: * Installed Suptask in your Slack workspace ([Install Suptask](https://support.suptask.com/getting-started/install-suptask)) * Admin access to the Suptask Web App - log in at [app.suptask.com](https://app.suptask.com) * Ability to create channels in Slack (e.g. `#it-helpdesk`) > Not installed yet? Start with the [Install Suptask guide](https://support.suptask.com/getting-started/install-suptask). *** ### Step 1: Create your Inbox An **Inbox** is the top-level container that receives tickets for a specific team (e.g. IT, HR). Each Inbox is connected to a private Slack channel where your agents work. 1. Open the [Suptask Web App](https://app.suptask.com) and go to **Setup & Configure → Inboxes** 2. Click **Create Inbox** 3. Give the Inbox a name (e.g. `IT Helpdesk`) 4. Connect it to a **Responder channel** — the private Slack channel your agents will use * If the channel doesn't exist yet, Suptask can create it for you 5. Save the Inbox > Any Slack user invited to the Responder channel automatically becomes an Agent for that Inbox. [Learn more about Inboxes](https://support.suptask.com/setup-and-configure/inboxes/how-to-use-suptask-inboxes) *** ### Step 2: Create a Form A **Form** defines what information employees fill in when submitting a ticket. Each Inbox can have one or more Forms — use multiple Forms to categorize different request types (e.g. *Hardware Request*, *Software Issue*, *Access Request*). 1. In the Suptask Web App, go to **Setup & Configure → Forms** 2. Click **Create Form** and select your Inbox 3. Name the Form (e.g. `General IT Request`) 4. Add the fields relevant to your team — a **Description** field is required as a minimum 5. Set which fields are required vs. optional for the requester 6. Save the Form > Tip: Keep forms short. Only ask for information your agents actually need to resolve the ticket. [Learn more about Forms and Fields](https://support.suptask.com/setup-and-configure/forms-and-fields/what-are-ticket-forms-and-fields) *** ### Step 3: Choose how employees submit tickets Suptask supports several ways for employees to submit tickets. For internal help desk, the most common are: **From a shared Slack channel** (e.g. `#it-helpdesk`) Employees post messages in a shared channel, and tickets are created from those messages — either automatically, or when a user adds the 🎫 emoji reaction. **From the Suptask App in Slack** Employees open the Suptask App from the Slack left menu and submit a ticket using the Form you created. This works from any channel, DM, or the App Home tab. **From a direct message** Employees can submit a ticket directly from a DM conversation in Slack. For most internal help desk setups, a dedicated channel like `#it-helpdesk` combined with the Suptask App works well. [See all ticket submission methods](https://support.suptask.com/getting-started/ticket-submission) *** ### Step 4: Add your agents Agents are the team members who respond to and manage tickets. * **Via the Responder channel**: Invite team members to the Responder channel in Slack — they will automatically be recognized as Agents. * **Via the Web App**: Go to **Users & Permissions** in the Suptask Web App to view and manage Agent roles manually. [Learn more about Users & Permissions](https://support.suptask.com/setup-and-configure/users-and-permissions) *** ### Step 5: Submit your first test ticket Before rolling out to your team, test the full ticket flow: 1. Open Slack and find the Suptask App in the left menu 2. Select your Inbox and Form 3. Fill in the fields and submit 4. Open your Responder channel — the ticket should appear there 5. Assign it, reply to it, and close it as resolved Once everything works as expected, you're ready to invite your team. #### Demo of ticket submission {% embed url="" %} *** ### Step 6: Announce to your employees Let your employees know Suptask is live and how to submit requests. The [Rollout and Onboarding Guide](https://support.suptask.com/getting-started/user-guides/rollout-and-onboarding-guide) includes ready-to-use announcement templates for internal rollouts. Key things to communicate: * Where to submit tickets (the Slack channel or Suptask App) * What types of requests to use it for * How to track and follow up on their tickets *** ### Next steps Once your basic setup is running, explore these features to optimize your help desk: * [**Custom Fields**](https://support.suptask.com/setup-and-configure/forms-and-fields/how-to-create-custom-fields) — capture structured data like request type, priority, or asset ID * [**Custom Statuses**](https://support.suptask.com/setup-and-configure/forms-and-fields/custom-statuses) — tailor ticket statuses to match your team's workflow * [**SLA & Agent Work Hours**](https://support.suptask.com/setup-and-configure/inboxes/service-level-agreements) — set response time targets and track performance * [**Automations**](https://support.suptask.com/integrations-automations-and-workflows/automations-in-suptask) — auto-assign tickets, send notifications, or update fields based on rules * [**Canned Replies**](https://support.suptask.com/working-with-tickets/for-agents-who-respond-and-manage-tickets/templated-answers-with-canned-replies) — save time with pre-written responses for common requests *** > **Need help?** Reach out via [Suptask Support](https://support.suptask.com/getting-started/contact-support) if you run into any issues during setup. # Quickstart: Customer Support Support your customers in their dedicated Slack channels This guide gets you from a fresh Suptask installation to live customer support across your Slack Connect channels. By the end, your customers will be able to submit tickets directly from their shared Slack channels, and your agents will have a single inbox to manage all incoming requests. **This guide is for:** Admins setting up B2B customer support using Slack Connect. **Time to complete:** 20–30 minutes. **Before you start:** Suptask must be installed in your Slack workspace. → [Install Suptask](https://support.suptask.com/getting-started/install-suptask) *** ### Step 1: Set up your customer channels in Slack Each customer gets their own shared Slack Connect channel. This is where they will submit tickets and communicate with your team. If you haven't already, create and name your customer channels before configuring Suptask. Use a consistent prefix to keep them organized as you scale: ``` #ext-acme-corp #ext-globex #ext-initech ``` Once created, invite the customer's Slack workspace to the channel via Slack Connect as you normally would. > **Note:** Suptask only needs to be installed in your workspace. Your customers do not need to install anything. *** ### Step 2: Create an Inbox for customer support An Inbox is the container that groups tickets and connects them to your agent team. 1. Open the [Suptask Web App](https://app.suptask.com) and go to **Inboxes** 2. Click **New Inbox** and give it a name, for example `Customer Support` 3. Create or select a **Responder channel** — this is a private Slack channel where your agents will receive ticket notifications and manage responses 4. Save the Inbox Your agents become members of this Inbox by being invited to the Responder channel in Slack. → [Learn more about Inboxes](https://support.suptask.com/setup-and-configure/inboxes/how-to-use-suptask-inboxes) *** ### Step 3: Create a Form and connect your customer channels A Form defines how tickets are submitted and which channels it accepts tickets from. 1. Inside your new Inbox, click **New Form** 2. Set the Form type to **Collaborative** - this allows everyone in the shared channel to see and track submitted tickets 3. Under **Channels**, select all your customer channels (e.g. `#ext-acme-corp`, `#ext-globex`) 4. Add any custom fields you want customers to fill in when submitting, such as priority or product area 5. Save the Form > **Tip:** Use separate Forms per customer tier or request type if you want to route or filter tickets differently. You can always add more Forms to the same Inbox later. → [Learn more about Forms and Fields](https://support.suptask.com/setup-and-configure/forms-and-fields/what-are-ticket-forms-and-fields) *** ### Step 4: Invite Suptask to each customer channel For Suptask to work in a channel, the app must be a member of it. In each customer channel in Slack, type: ``` /invite @Suptask ``` Repeat this for every channel you added to your Form in Step 3. When a new customer channel is created in the future, always invite Suptask as your first step. *** ### Step 5: Test with a ticket submission Before going live with customers, verify the setup is working end to end. 1. Open one of your customer channels in Slack 2. Post a test message, for example: `"Can you help me with access to the dashboard?"` 3. Add the 🎫 ticket emoji reaction to the message 4. The ticket should appear in your Responder channel and in the Suptask Web App If the ticket does not appear, check that Suptask is invited to the channel and that the channel is selected in your Form. → [Troubleshooting Slack Connect setup](https://support.suptask.com/getting-started/contact-support) #### Demo of support requests in Slack {% embed url="" %} *** ### Step 6: Onboard your customers Your customers do not need to install Suptask. Once they are in a connected channel, Suptask will automatically send them a welcome onboarding message explaining how to submit and track tickets. Customers can track all their active tickets in the Suptask app, which appears automatically in their Slack left-side menu without any installation required. > **Share with your customers:** → [How to use Suptask as a customer](https://support.suptask.com/getting-started/user-guides/customer-support-using-suptask) *** ### Adding more customers As you grow, adding a new customer follows the same pattern each time: 1. Create a new Slack Connect channel using your naming convention (`#ext-customer-name`) 2. Invite the customer's Slack workspace 3. Add the channel to your existing Form in Suptask 4. Invite the Suptask app to the channel with `/invite @Suptask` That's all that's needed per customer. There is no need to create new Inboxes or Forms unless you want to separate teams or ticket types. *** ### What's next Now that your customer support setup is live, explore how to get the most out of it: * [Set up SLA to track response times](https://support.suptask.com/working-with-tickets/overview-and-analytics) * [Enable CSAT to collect customer satisfaction scores](https://support.suptask.com/working-with-tickets/for-agents-who-respond-and-manage-tickets) * [Use Suptask AI to summarize tickets automatically](https://support.suptask.com/working-with-tickets/for-agents-who-respond-and-manage-tickets/how-the-ai-assistant-works) * [Overview and manage tickets as an agent](https://support.suptask.com/working-with-tickets/for-agents-who-respond-and-manage-tickets/overview-and-manage-tickets-as-an-agent) # User Guides # Ticketing as an Agent Follow this guide to get started as an Agent in Suptask ### **Getting Started with Suptask** This guide will help you as an Agent to understand the basics of Suptask including the more advanced features that can help you as your ticketing processes mature. This will ensure that you get the most out of Suptask to optimize your Agent experience. {% hint style="info" %} Before you start, ensure that Suptask have been installed and configured within your Slack workspace. [Learn more on how to Install Suptask](/getting-started/install-suptask) {% endhint %} *** ### Set Up Your Inbox and Form Begin your journey by setting up a new Inbox. Inboxes help you to group tickets to a team of Agents who get access to tickets. You can configure several features on your Inbox: * [Display name ](/setup-and-configure/inboxes/how-to-use-suptask-inboxes#edit-an-inbox) * [Agent work hours ](/working-with-tickets/performance-and-service-level-agreements-sla/how-to-set-up-agent-work-hours) * [SLA](/working-with-tickets/performance-and-service-level-agreements-sla/how-to-setup-service-level-agreements-sla) * ... and much more. Learn more by visting the Inboxes section below: {% content-ref url="/pages/gpG841sC2IoxKPphhsKo" %} [Inboxes](/setup-and-configure/inboxes/how-to-use-suptask-inboxes) {% endcontent-ref %} #### Forms You can have multiple Forms in your Inbox, enabling you to categorize the different ticket requests that you receive to your Inbox. Users will be able to select among the Forms when they submit the tickets. {% content-ref url="/pages/Bnf3GdTWIvS64SeikKZT" %} [Forms](/setup-and-configure/forms-and-fields/what-are-ticket-forms-and-fields) {% endcontent-ref %} *** ### Submitting Tickets To dive into the details, follow this guide with examples and videos on **How to submit a ticket**: {% content-ref url="/pages/MkYI2uvYvJIZFHO4njTc" %} [How to submit a ticket](/working-with-tickets/for-users-who-submit-tickets/how-to-create-a-ticket) {% endcontent-ref %} *** ### Managing and Responding to Tickets Learn how to efficiently manage tickets and provide timely responses to users. {% content-ref url="/pages/FktVNYMhs2xmToLtfHk0" %} [Responding to tickets](/working-with-tickets/for-agents-who-respond-and-manage-tickets/how-to-respond-and-manage-tickets) {% endcontent-ref %} *** ### User Permissions Manage user roles and permissions to control access levels within your team. You can restrict access to Inboxes for your Agents. Learn more how to [Manage access to your Inbox](/setup-and-configure/inboxes/how-to-use-suptask-inboxes#manage-access) {% content-ref url="/pages/f4GlGzqkRMJaYlmeLpA5" %} [Users & Permissions](/setup-and-configure/users-and-permissions) {% endcontent-ref %} ### Overview and Track Tickets Keep track of all your tickets and monitor their progress effectively. {% content-ref url="/pages/RJJbk9j0xTnIBayvXVgG" %} [Overview and manage tickets as an Agent](/working-with-tickets/for-agents-who-respond-and-manage-tickets/overview-and-manage-tickets-as-an-agent) {% endcontent-ref %} *** ### Dashboard & Analytics Utilize Suptask's analytics features to gain insights into your ticket management performance. {% content-ref url="/pages/4OhcmoG2FydIIdS4HRu1" %} [Broken mention](broken://pages/4OhcmoG2FydIIdS4HRu1) {% endcontent-ref %} *** ### Approvals and Followers **Manage approvals within tickets** Make use of the built in Approval feature that allow you to request Approvals within ticket requests. {% content-ref url="/pages/78LTRipFdHG0TYwuKQZF" %} [Approvals](/working-with-tickets/for-agents-who-respond-and-manage-tickets/how-to-send-and-manage-approvals) {% endcontent-ref %} *** ### Customer Satisfaction Score (CSAT) Set up automatic CSAT surveys in your Inbox to allow measuring how satisfied our users and customers are. {% content-ref url="/pages/HPFJSDoOrlI1EciUP7QV" %} [Customer Satisfaction Score (CSAT)](/working-with-tickets/for-agents-who-respond-and-manage-tickets/customer-satisfaction-score-csat) {% endcontent-ref %} *** ### Advanced features Discover additional features in Suptask that can help you to elevate your ticketing management and experience: #### Automatic summary of your tickets from Suptask AI Assistant Automatic summary of your tickets from Suptask AI Assistant help you build knowledge which helps you overview the problem and solution of tickets, as well as having the knowledge searchable across Slack. {% content-ref url="/pages/7WEPMEAfx02Sp4yEhl36" %} [Intelligence with Suptask AI](/suptask-ai/how-the-ai-assistant-works) {% endcontent-ref %} #### Respond efficiently to recurring questions Are you receiving recurring questions that you need to manually reply on everytime? Make use of Canned Replies where you can create predefined templated answers that you can reply with, just 2-clicks away. {% content-ref url="/pages/nuXqGIizZpYzN1IMRCYn" %} [Templated answers with Canned Replies](/working-with-tickets/for-agents-who-respond-and-manage-tickets/how-to-use-canned-replies) {% endcontent-ref %} #### Invite followers to tickets You can add users outside of your Inbox to follow and comment on a ticket using the Followers feature. {% content-ref url="/pages/ezwFPErOkjJTUQEjDe4L" %} [Followers](/working-with-tickets/for-agents-who-respond-and-manage-tickets/how-to-add-and-manage-followers-on-tickets) {% endcontent-ref %} *** # Ticketing as a User A guide to get started with Suptask as a User who submits tickets ### **Getting Started with Suptask** This guide will help you as a user to understand the basics of submitting tickets, as well as overviewing, tracking and replying on tickets. You will also get an understanding on how to get the most out of Suptask with best practices to optimize your experience with Suptask. {% hint style="info" %} Before you start, ensure that Suptask have been installed and configured within your Slack workspace. [Learn more on how to Install Suptask](/getting-started/install-suptask) {% endhint %} *** ### **Introduction Video** {% embed url="" %} *** ### **Submitting Tickets** To dive into the details, follow this guide with examples and videos on **How to submit a ticket**: {% content-ref url="/pages/MkYI2uvYvJIZFHO4njTc" %} [How to submit a ticket](/working-with-tickets/for-users-who-submit-tickets/how-to-create-a-ticket) {% endcontent-ref %} *** ### **Overviewing and Tracking Tickets** Once your tickets are submitted, you can easily track their progress directly in Slack including the current status and progress. Suptask offers an overview feature that lists all active and past tickets, making your simple. For further instructions on managing and viewing your tickets: {% content-ref url="/pages/1Qgr3UvAQHm1AtYdIrPI" %} [Overview your tickets as a user](/working-with-tickets/for-users-who-submit-tickets/overview-your-tickets-as-a-user) {% endcontent-ref %} *** ### **Replying to Tickets**
Replying to tickets is done through Slack’s own message threads. Open the corresponding ticket message thread and post your message. Suptask automatically record your replies and keeps the ticket up to date. Any reply from the Agent on a ticket will also appear directly in the ticket thread. {% hint style="info" %} You can include attachments such as images or documents in your ticket replies, and Suptask will automatically record these on the ticket {% endhint %} *** # Rollout and Onboarding guide How to onboard users and rollout Suptask to your organization As you get closer to finialize your setup of Suptask, the next step will be to prepare the rollout of Suptask and onboarding of your users. In this article we provide helpful content and guides on how to make a successful rollout. ### Checklist Use the checklist to confirm that everything is ready to rollout Suptask to your organization and start onboarding users. * [ ] Inboxes are created and configured * [ ] Channels are prepared in Slack * [ ] *(optional)* [Email integration](/integrations-automations-and-workflows/email-ticketing-setup) and other [integration](/integrations-automations-and-workflows/introduction-to-integrations) has been prepared * [ ] Forms are setup in each Inbox including custom Fields * [ ] Admins and Agents have access to their Inboxes * [ ] *(optional)* [Rename Suptask](/setup-and-configure/branding-and-white-labeling) to match your brand and use case * [ ] *(optional)* [Account and Inbox settings](/account-management/account-settings#overview) have been customized to your needs * [ ] Decide if [default replies](/working-with-tickets/for-agents-who-respond-and-manage-tickets/how-to-respond-and-manage-tickets#public-replies-vs-internal-comments) should be Public or Internal comments * [ ] Ticket creation have been tested and confirmed working * [ ] Org-wide announcement about the introduction to Suptask * [ ] *(optional)* [Linking to the Suptask App](/getting-started/faq#how-to-link-directly-to-the-suptask-app) from your internal documentation * [ ] First tickets have been created by users (evaluate if any adjustments to Forms are required) * [ ] Start using [ticket overviews](/working-with-tickets/for-agents-who-respond-and-manage-tickets/overview-and-manage-tickets-as-an-agent#overview-your-tickets-as-an-agent) and the [Dashboard](/working-with-tickets/overview-and-analytics/dashboard#overview) for analytics *** ### Introduction announcements to users #### Suptask for IT support requests Here follows an example message from the IT team when introducing users to Suptask: > **Introducing Suptask - Our New Ticketing System in Slack!** > > Hey everyone > > We've now set up Suptask in Slack to handle your IT support requests and hardware orders more efficiently, reducing response times and improving the overall ticket user experience. > > How to get started: > > * Go to **Apps** in Slack and search for Suptask > * Open the **Suptask app** in Slack to create a ticket. You can also use the `/suptask` command if you prefer. > * Track updates in the **Activity** section or directly in the **Suptask app**. > * Star the **Suptask app** in Slack for easy access. This will help keep everything more organized and ensure you never miss an update on your tickets. > > Since this is our initial rollout, I'd love your feedback! Please feel free to reach out with any of your ideas or feedback, or if you need any assistance. ' > > You can find these [additional articles](/working-with-tickets/essentials-for-your-daily-work) helpful to manage your notifications and search for tickets. #### Supporting your clients and customers with Suptask Here follows an example announcement to client and customers when a company introduces Suptask as their support ticketing system. > Hey everyone, > > We’re excited to announce that we've integrated Suptask into our Slack workspace to enhance our customer support experience. This integration allows for more efficient handling of your inquiries, leading to quicker responses and improved communication. > > **How to Get Started:** > > 1. **Submit a Ticket:** > * **Via Slack:** In our shared Slack channel, use the Suptask app to create a new ticket. You can do this by adding the 🎫 [reaction emoji to any message](/setup-and-configure/customer-support/how-to-set-up-slack-connect-with-suptask#how-to-submit-tickets-in-external-connections-channels) to convert it into a ticket.​ > * **Via Email:** Alternatively, you can send your support requests to . These emails will automatically generate tickets in our system, and you'll receive confirmation along with a ticket number for tracking.​ > 2. **Track Your Tickets:** > * **Suptask App in Slack:** Access the Suptask app from the left-side menu in Slack to view and manage your tickets. This provides a centralized location to monitor the status and updates of your inquiries.​ > * **Channel Notifications:** Stay informed with updates directly within the Slack channel where the ticket was created. > 3. **Stay Organized:** > * **Star the Suptask App:** For quick access, star the Suptask app in Slack. This ensures you can easily navigate to your tickets and stay updated on their progress.​ > > As we roll out this new system, your feedback is invaluable. Please share any thoughts or suggestions to help us improve your support experience. If you have any questions or need assistance with Suptask, feel free to reach out.​ > > Thank you for your cooperation and for helping us enhance our support *** ### Videos We have collected a number of videos that you can share in order to share additional training to users. {% content-ref url="/pages/pM9OUsTK50rE5UPEaaEy" %} [Videos](/getting-started/videos) {% endcontent-ref %} ### Best Practices These best practices help you shape your setup and workflow for the most optimized ticket process. Suptask can help you optimize the ticket creation for your users, by intelligently minimizing the amount of steps & clicks that the user need to perform to submit a ticket. * **Automatically select an Inbox for the user**\ By using only one Inbox, Suptask will automatically select this Inbox for your users. * **Automatically select a Form for the user**\ By using only one Form, Suptask will automatically bring up this Form for your users after selecting an Inbox, without the need to select a Form. * **Automatically submit the ticket with a Form**\ Only set the Description field as required and set all the other fields for the Requester as optional. Suptask will then automatically create the ticket without asking the user to fill in any fields. * **Creating tickets from existing messages**\ By creating a ticket on an existing message, Suptask will automatically populate the ticket description field with the content of the message. * **Set the Requester from the message author** \ When creating a ticket from a message, the author of the message will by default become the requester of the new ticket. This can help you as an Agent when you create a ticket on-behalf of a user. You can customize this behavioe from the [Account Settings](https://app.suptask.com/account/settings). *** ### Essentials for your users daily work Suptask have a number of useful features that supports both users and Agents in their daily work. These are all helpful to share to your users and Agents during the introduction. **Summary notifications** Every user can customize the summary notifications from Suptask, to be disabled completely or to be shared just once a week. By default it shares only active tickets with daily notifications. {% content-ref url="/pages/Yj3A7sKrrKTDj8waj4z9" %} [Digest Summary Notifications](/working-with-tickets/essentials-for-your-daily-work/tickets-summary-notifications) {% endcontent-ref %} #### Quick access to the ticket reaction emoji Create tickets faster using the ticket emoji, this can help both user and Agents to have quick access to the ticket reaction emoji in their Slack client. {% content-ref url="/pages/DesOVhDZ2MUbEG1Biaab" %} [One-click emoji reactions](/working-with-tickets/essentials-for-your-daily-work/how-to-configure-one-click-emoji-reactions) {% endcontent-ref %} #### Display and star the Suptask app in Slack Make the Suptask app visible at all times in Slack by starring / favorizing it in Slack. {% content-ref url="/pages/UuBAxNBeqLQnmKuTfvZ1" %} [Display Suptask in Slack](/working-with-tickets/essentials-for-your-daily-work/how-to-display-suptask-in-slack) {% endcontent-ref %} ### Other resources {% content-ref url="/pages/ig0ls7Fi344Ma9hlMnFG" %} [Essentials for Your daily work](/working-with-tickets/essentials-for-your-daily-work) {% endcontent-ref %} # Customer Support using Suptask How to submit and manage your support requests with Suptask ### Overview This guide is for you who are a part of a Slack Connect / External Connection channel in Slack where you are provided with customer support using Suptask You will get help as a user to get started using Suptask to submit support requests, overview your tickets and reply on your tickets. You will also get an understanding on how to get the most out of Suptask with best practices to optimize your experience with Suptask. *** ### Watch Demo {% embed url="" %} *** ### How to submit a support request ticket Depending on how Suptask have been configured, it will either allow creating tickets automatically or manually from the messages sent in the channel. Here is how you can submit a ticket manually by adding the :ticket: ticket emoji as a reaction on top of your message: {% embed url="" %} *** ### How to find your tickets All your submitted tickets can be found in the Suptask App. You can find and track all the active tickets that you have submitted from here {% hint style="info" %} You as a customer will **not** need to install the Suptask App in order to view the tickets. Suptask will automatically show up as an app in your Slack as soon as oyu have submitted your first ticket. {% endhint %} #### Suptask App is displayed in the left navigation menu [Learn how to find the Suptask App in Slack](/working-with-tickets/overview-and-analytics/how-to-overview-and-find-your-tickets#cant-find-the-suptask-app-in-slack)

The Suptask App will automatically be available for all
external organizations without having to install it.

#### Overviewing tickets in the Suptask App Your customers can overview all their tickets in one single place without having to scroll through the channel to track tickets. With the Suptask App, they see **all tickets that are active and submitted** in their channel(s).
{% hint style="info" %} Due to the limitations of External Connections, there are limited actions available for external workspaces in the Suptask app in Slack. {% endhint %} *** ### How to reply on tickets Replies can easily be sent on your tickets by: * Opening the message in the shared Slack channel and sending the reply within ticket message thread. * Opening the ticket from the Suptask App and sending the reply on the ticket message thread.
*** ### Read more {% content-ref url="/pages/go1EFptZSB8jb2ntDBL0" %} [Slack Connect & External Connections](/setup-and-configure/customer-support/how-to-set-up-slack-connect-with-suptask) {% endcontent-ref %} # FAQ & Troubleshooting Frequently Asked Questions and Common Issues {% hint style="info" %} Are you missing any answers on your question? Let us know via [Suptask Support](/getting-started/contact-support) and we'll make sure to help you. {% endhint %} ### How to find the Suptask App in Slack? Search for *"Suptask"* in Slack and you should find the App if it is installed. You can make sure to always have Suptask visible in the left side menu on Slack by adding it as a favorite. \ [Learn how to display Suptask in Slack](/working-with-tickets/essentials-for-your-daily-work/how-to-display-suptask-in-slack) *** ### How do I overview all users that are Agents? You can overview all users who have the Agent role in [Users & Permissions](https://app.suptask.com/account/users) on your account. *** ### How do I add Agents? Users will automatically become Agents by inviting them to the Responder channel in Slack, which is connected to your Inbox. [Learn more on how to add Agents](/setup-and-configure/inboxes/how-to-use-suptask-inboxes#manage-access) *** ### Missing an Inbox or incorrect information on an Inbox? Have the user rejoin the Responder channel that is connected to the Inbox, that will initiate the recalculation process of identifying Agents which can help to promote the users to Agents. If the user is missing the Inbox from Suptask Web, make sure the user has the Account Admin role in order for them to be able to manage the Inbox and Forms. Inboxes can also be reloaded in order to fetch the most up-to-date information from Slack. This can be done from the [Inboxes](https://app.suptask.com/inboxes) page:

Click on the action icon in order to reload the Inboxes.

*** ### Ticketing in DM stopped working, or in a channel where the Suptask App is not invited? This could be due to an invalid personal token. Try to renew it for your user by visiting the link below: [Grant access to ticketing in DM](https://app.suptask.com/public/auth-dm) *** ### How to locate the member ID of a Slack User or App? **Slack Users** 1. Visit the user profile in Slack by pressing on their name 2. Click on More options (the three dots icon button) 3. From there you can copy their member ID:
**Slack App** 1. Visit the App in Slack from the left menu 2. Click on the App name 3. From there you can copy the member ID
*** ### How to link directly to the Suptask App The Suptask App has the following unique ID in Slack: **A01FN6P6W7N** #### Link on the Web You can link directly to the Suptask App from a website using the following URL, where the team parameter needs to be replaced with your own team ID in Slack: ``` https://slack.com/app_redirect?team=%3CYOUR_TEAM_ID%3E&app=A01FN6P6W7N ``` #### Link in Slack Linking to the Suptask App is also possible by using the following schema. It can help you to direct your users to submit tickets using the Suptask App using Canvases, Tabs or Pinned messages: ``` slack://app?team={TEAM_ID}&id=A01FN6P6W7N&tab=home ``` \ Finding our Team ID in Slack You can find your Slack workspace team ID by opening the Slack client i your web browser. In the URL, you will find the team id:
#### Example on how this can be linked in a channel
#### Link from a Slack Workflow button Slack Workflow buttons can be sticky within a channel, allowing users to click a button to trigger an action. If you don't want to map Forms and Fields into Slack Workflows [using the integration](/integrations-automations-and-workflows/integration-guides/how-to-use-slack-workflows), you can create a solid user experience by linking to the Suptask App. Use the link to the Suptask App, to embed to a message which sends a button to click to the user: **Example workflow setup**
**Example message sent to the user**
# Contact Support Get in touch with our Support team If you have any issues, our support team is here to help. You can reach us through multiple communication channels: * **Email**: * Use the **Chat** bubble in the right bottom corner when visiting [Suptask Web App](https://app.suptask.com) * Report any Security issue to * Schedule a [meeting](https://cal.com/team/suptask/intro-with-demo) with us if you have any questions or need help # Videos Watch videos to learn more about Suptask ### Submitting tickets videos [Watch video library on Youtube](https://www.youtube.com/playlist?list=PLcHYdDVcWYl1DiLKhdYUWcAU0jDAmaDKn) ### Product feature videos [Watch video library on Youtube](https://www.youtube.com/playlist?list=PLcHYdDVcWYl3qgfW2eY1wYN0rV1iAEAMo) # Inboxes # Inboxes Learn more about Inboxes and how they can be used in Suptask ### Overview Suptask offers a flexible ticketing system through Inboxes, Forms, and Fields, allowing it to adapt to various use cases and requirements for a seamless ticketing experience in Slack. Inboxes is commonly structured per team but can help with several use cases: * **Group tickets for a single team**\ One Inbox for each of your team: IT, HR and one for Engineering * **Categorize different specializations**\ One Inbox for IT Security requests and another Inbox for all other IT related requests. * **Top-level category with your Forms as sub-category**\ One Inbox for *Cloud - AWS* and another Inbox for *Cloud - Azure*. In each Inbox you can have specific Forms to further categorize the request, for example *AWS - S3 access* *** ### Example structure of Inboxes
*** ### Create a new Inbox {% embed url="" %} The initial set up of Suptask includes a default Inbox based on your use case. Follow these steps to set up a new Inbox: 1. Navigate to [Inboxes](https://app.suptask.com/inboxes) in your Suptask account 2. Press on the **New Inbox** action button * The New Inbox wizard will guide you through the setup 3. Select one of the predefined names or enter a name of the new Inbox 4. Connect the Inbox with a Responder channel * Select an existing channel or enter a name to create a new. 5. Optionally invite Agents to your new Inbox 6. Done! *** ### Connect with a Responder channel The Responder channel is connected to your Inbox and is integrated in Slack as a private channel for your Agents. It comes with several benefits: * Agents can leave **private comments, search and manage** their tickets directly in Slack. * Slack & Suptask will automatically send **notifications** about an updated or new ticket. * Users that are invited as a member to this channel will **automatically become an Agent**. When a ticket is submitted with a Form, it is routed to the Inbox and will be visible inside of the connected Responder channel in Slack, where Agents receive a notification about the ticket and can start to respond to the ticket. {% hint style="info" %} Inboxes can share the same Responder channel, learn more on how this can be used for access and [multi-level categorization of tickets.](#multi-level-categories-with-inboxes-and-forms) {% endhint %} #### Have Agents and Users work in the same channel Agents and Users can optionally work in the same channel where tickets are submitted. Learn more: {% content-ref url="/pages/RQJTfbDhc0V6iSBCapxe" %} [Users and Agents in the same channel](/setup-and-configure/inboxes/collaboration-with-users-and-agents) {% endcontent-ref %} *** ### Edit an Inbox {% hint style="info" %} Inboxes created after 1 August 2024 can share the Responder channel across **multiple** Inboxes. The new Inboxes also allow to be edited with a display name and additional configuration options. {% endhint %} To edit the display name or delete an Inbox, head over to [Inboxes](https://app.suptask.com/inboxes) where you can manage each inbox: \ ![](/files/UkLSAXmvRNWBu7OWZKad) *** ### Agents and Access to Inboxes Access to an Inbox is controlled by the Responder channel. Inboxes allow you to manage access to tickets for your Agents. Tickets submitted using a ticket Form for a certain Inbox will only be available for the Agents belonging to that Inbox. {% hint style="info" %} The users who are invited as members to the connected Responder channel in Slack will automatically receive Agent permissions. {% endhint %} ### How to add an Agent 1. Open the Responder channel in Slack that is connected to your Inbox 2. Invite the user to be a member of the channel * E.g to invite the user Ben in a channel, type: `/invite @Ben` 3. The user will receive Agent permissions as soon as the user is a member of the Responder channel * It can sometimes take a few minutes before the promotion is applied in Suptask {% hint style="info" %} There is a 6 hours grace period before you start to get billed for an Agent. [Learn more](/account-management/subscription-and-billing/how-does-the-agent-pricing-and-billing-work) {% endhint %} *** ### How to remove an Agent 1. Open the Responder channel in Slack that is connected to your Inbox 2. Remove the user from the channel * E.g to remove the user Ben in a channel, type: `/remove @Ben` 3. The user will automatically be removed from the Inbox and lose its Agent permissions * It can sometimes take a few minutes before the change is applied in Suptask *** #### Inboxes with multiple teams You can setup an Inbox for each team that you want to enable Suptask ticketing for. Each team will only have access to the tickets submitted to their Inbox. The users who are invited to the Responder channel will automatically become Agents of the connected Inboxes and be given access to the tickets in the Inbox. For example: * The IT team uses the inbox IT with the connected Responder channel #IT-respond * The HR team uses the Inbox HR with the connected Responder channel #hr-respond The HR team can not see nor access any of the submitted tickets which the IT team receives in their inbox, and vice verse. #### Inbox Administrators You can have one or many Administrators of your Inbox, allowing these users to manage the Inbox and the Forms. This allow you to scale Suptask smoothly across your teams by having team admins to manage their own team's ticket Forms and Inbox. **Follow these steps to set up an Inbox administrator:** 1. Visit [Users & Permissions](https://app.suptask.com/account/users) in your Account settings 2. Add the user as an Account admin to your Suptask account 3. Add the user to any existing Inbox that he should have access to by inviting the user to the Responder channel of the Inbox 4. This user is now an Agent and Admin of the Inbox {% hint style="info" %} Users who are not invited to the Responder channel of the Inbox will not have access to the Inbox. Make sure you invite the user to the Responder channel in Slack for the Inbox to be visible. {% endhint %} *** ### Multi-level categories with Inboxes and Forms Multiple Inboxes can be used to help guide your users by using the Inboxes as a top-category and Forms as a sub-category. This can be achieved by connecting multiple Inboxes to the same Responder channel. #### Example An HR team can have several areas where they receive requests, and these can be setup with Inboxes and Forms. The HR team will use the Responder channel **#hr-team** in Suptask. Each of these Inboxes will be connected to the same Responder channel, allowing the team of Agents to receive the tickets from all of the Inboxes. | **Inbox:** | HR - Talent Acquisition | HR - Onboarding | HR - Onboarding | | ---------------------- | ----------------------------- | --------------- | ---------------------- | | **Responder channel:** | #hr-respond | #hr-respond | #hr-respond | | **Forms**: | Talent Acquisition Operations | Pre-onboarding | Leadership development | | | Workforce Planning | LMS access | LMS access | | | | | | Every Form can have Custom Fields to make sure the correct information is submitted with every request. *** ### Learn more Inboxes can consist of multiple Forms that will help you route your tickets to your Inbox. Learn more about Forms to get you started. {% content-ref url="/pages/TYHRNAg1Lm6ogFBUkiqc" %} [Forms & Fields](/setup-and-configure/forms-and-fields) {% endcontent-ref %} # Users and Agents in the same channel Learn how Agents and Users can collaborate together on tickets ### Overview Agents can optionally work in the same channel as the Users, where tickets are submitted. This could be needed if you want to have a completely transparent ticketing experience, where Agents can respond to tickets openly together with the Users. #### Example use case: * Product and Engineering can triage tickets together that are sent in by Customer Success / Customer Support team in one shared channel #product-support. * Cooperate between teams & departments to resolve tickets in one single channel. * Work together on resolving customer issues in one single channel. * Helpdesk is openly addressing requests together with users in a channel *** ### How to work together on tickets Agents can open and edit the ticket directly from the channel where tickets are submitted. The action buttons on tickets can be visible on the ticket in this channel where you can edit and manage the ticket. 1. Set up a new **Form** in your Inbox 2. Select the type of Form, **Slack Channels Ticket Submission** 3. Proceed to select what channels to 4. Select the Slack channels where you want to **Accept tickets from** * These channels will be your **Collaboration channels** 5. Customize the Form with the Fields you require. 6. Save & Publish The new Form will be now be ready in Slack. {% hint style="info" %} You can customize if the ticket action controls are visible in the channel where tickets are submitted by adjusting your [Account settings](https://app.suptask.com/account/settings). {% endhint %} *** ### Best practices * **Promoting Agents**\ Have your Agents join in to the Responder channel in order to become an Agent and receive the proper permissions. * **Mute the Responder channel**\ To avoid notifications from multiple channels, we recommend that you [mute the Inbox Responder channel](https://slack.com/help/articles/204411433-Mute-channels-and-direct-messages) in Slack if you intend to work in the Collaboration channel as an Agent. * **Sensitive information**\ Avoid sharing sensitive information in the channel as it is publicly available for all people in that channel. Use the [Private Ticket Submission Form](/setup-and-configure/forms-and-fields/what-are-ticket-forms-and-fields#type-of-form) if you need to manage sensitive information in your tickets. # Migrate to the new generation Learn how to migrate to the new generation of Inboxes ### Legacy Inboxes Inboxes created prior to August 1, 2024 have limited capabilities on how they can be managed and edited. ### New generation of Inboxes Inboxes created after August 1, 2024, have support for additional features, such as editing the display name. ### Best practices of migrating to new Inboxes {% hint style="info" %} Please contact [Suptask Support](/getting-started/contact-support) if you are migrating a larger amount of Inboxes as we can help you with the operation. {% endhint %} 1. Set up a new Inbox, which will automatically be created as the next generation inbox version. 2. Open your legacy inbox and assign each connected form to the new inbox. Use the "Assign form to inbox" to transition the form to the new inbox. 3. Your new inbox is now ready with your current forms. {% hint style="warning" %} Make sure all your tickets are Closed before migrating. Otherwise tickets might not work properly when trying to update them after the migration. {% endhint %} # Forms & Fields # Forms Learn how to categorize ticket requests and collect information from users using Forms ### Overview There can be multiple Forms in each Inbox that can help to categorize the requests that are being submitted by your users. By categorizing your requests with different Forms, you can easily guide your users to submitting the correct information for their requests, as well as filtering and overviewing tickets based on the Form. ### Use cases Below follows a set of examples on how you can categorize your incoming requests in an Inbox using different set of Forms.
For HR teams Examples on how you can categorize your incoming requests: * Learning & Development * Onboarding * Offboarding * Salary questions
For IT teams Examples on how you can categorize your incoming requests: * Hardware issue * Account issue * Request for access * Office equipment request * Offboarding
{% hint style="info" %} By using multiple Inboxes for the same team and Responder channel, you can implement a top-category selection using Inboxes, and a sub-category using Forms. [Learn more](/setup-and-configure/inboxes/how-to-use-suptask-inboxes#multi-level-categories-with-inboxes-and-forms) {% endhint %} ### Type of Form Each Form can be configured to be of a certain type that will allow different routing of tickets into your Inbox: * **Private Ticket Submission**\ Users in your Slack Workspace can submit tickets privately with this Form. The submitted ticket is only accessible to the user and the Agents in your Inbox.\ \ Common use case: Internal ticketing help desk * **Collaborative Ticket Submission** \ Members of the selected Slack channel(s) can submit tickets with this Form. The submitted ticket will be accessible for the users in the channel.\ \ Common use case: Internal and external ticketing * **Auto Creation of Tickets in Slack Channels**\ Automatically create tickets for every new message in a specified channel. Limited to one Form per channel, including having all Fields on the Form set as optional by default.\ \ Common use case: Internal and external ticketing * **Email Ticketing into Slack**\ Users create and reply on tickets by sending an email to an address of your choice. Agents can manage the tickets in Slack, where replies in Slack are automatically sent via email back to the users.\ \ Common use case: Internal and external ticketing By having the flexibility of configuring the creation method per Form, you can ingest and route tickets from several different sources to your Inbox. *** ### Create a new Form {% embed url="" %} 1. Navigate to [Inboxes](https://app.suptask.com/inboxes) and select your Inbox 2. Create a new Form by selecting **New form.** 3. Select what type of Form to create. 4. If the type of Form uses a Slack channel, select the Slack channels in the next step to enable ticket submission in the selected channels. 5. Next, move on to the **Fields** * You can add new **Custom Fields** to your form, or select from any existing fields in your account. * You can manage and overview your existing fields on the [Manage fields](https://app.suptask.com/inboxes/fields) page. 6. Proceed to **Preview** how the Form will be displayed in Slack * Apply the order of the fields on the Form, as well as what Fields should be required and optional. 7. Save your Form and it will automatically be published and available in Slack. {% hint style="info" %} If you don't see your Form, make sure that the Suptask App has been invited to the Slack Channel. {% endhint %} *** ### Field Settings Each field on a Form has two settings: **Requirement** and **Visibility**. These can be configured per field directly from the Fields tab when editing a Form. **Requirement** Controls when - or whether - the field must be filled in. * **Optional:** Not required to be filled in * **Required**: Must be filled in by agents and requesters at submission * **Required on close**: Only required for agents before a ticket can be closed {% hint style="info" %} **Required on close** is useful for fields that capture data at resolution time, such as time spent, resolution category, or root cause. Agents are not prompted for these at submission, but cannot close the ticket without filling them in. {% endhint %} **Visibility** Controls who can see the field. * **All:** Visible to both requesters and agents * **Agents only:** Hidden from requesters; only visible to agents Use **Agents only** for internal fields such as team notes, internal categorization, or data that should not be surfaced to the person who submitted the ticket.

Select the Requirement-option for an individual field in your Form

*** ### Ticket card layout Customize each Form with what additional fields that should be displayed on the ticket cards in Slack. You can add up to 4 additional fields that will make it easy to track and overview tickets in the Responder channel, as well as in the Suptask app in Slack.
*** ### Make fields available in Slack search You can make all of your fields submitted in a Form searchable in Slack, making it easy to find particular values across your tickets when using the search functionality in Slack. Activate the Account setting [Publish submitted Form fields in ticket thread](/account-management/account-settings#publish-submitted-form-fields-in-ticket-thread) which will output all submitted field values in the ticket thread, automatically making them indexed and available in Slack search. *** ### Default Values Default values can be set on fields and Forms to pre-select options or fill in standard responses automatically. This feature ensures that default or commonly used selections are displayed to users, helping to streamline the form submission process and reduce input errors. By configuring default values, you ensure a smoother and more efficient experience for users filling out forms. Default values can be set on the field level, and can later be overriden in the Form. *** ### Learn more You can use multiple Custom Fields to build up how your Form should look, helping you receive the exact information you need when a user submits a request using a Form. \ Proceed to learn more about Custom Fields: {% content-ref url="/pages/Jo119U4QcaF0jY6PmhTX" %} [Fields](/setup-and-configure/forms-and-fields/how-to-create-custom-fields) {% endcontent-ref %} # Fields Learn how to make use of Fields in your Forms to gather the right information during ticket submission. You can customize the information users must provide when submitting a ticket, ensuring Agents have the information they need in order to respond efficient to tickets. Fields can different availability in your Suptask account: * **Global fields** - shared across all Inboxes and the perfect way to set up fields that Forms across multiple Inboxes will be using. * **Inbox fields** - only available within the specific Inbox. Every Suptask account comes with: * **System default fields** - these are fields such as Assignee, Status and Tags that can be customized, but not deleted. * **Custom fields** - these come in different types and can be used to collect different information in your forms, such as selection lists or attachments. Every Form can be customized with your choice of fields. *** ### Custom fields Custom Fields can be created globally in your account, or per Inbox. Every Form can have one or many fields assigned to them are created in your Suptask account and can be reused across different Forms. {% embed url="" %} *** ### Custom Field types You can create and manage Custom Fields on the [**Manage fields**](https://app.suptask.com/inboxes/fields) page. The following types are available: * **Single-line text**\ User can write any kind of information such as a customer name or a date * **Multi-line text**\ User can write a lot of information on multiple lines such as a longer message or log data * **Single-selection list**\ User can select a single option from a list. You define what options a user can pick from. * [**Conditional-selection list**](/setup-and-configure/forms-and-fields/conditional-selection-list)\ User can select different options depending on the conditions, empower dynamic workflows when selecting fields. * **Multi-selection list**\ User can select multiple options from a list. You define what options a user can pick from. * **Single Slack user**\ Select a single user from your Slack workspace * **Multi Slack user**\ Select multiple users from your Slack workspace * **Static text**\ Add text with markup format to your form, allowing you to write out instructions or general information to your users inside of your form. This can also include links to knowledge bases and wikis. * **Date time**\ Select both a date and time. * **Date**\ Select a single date * **Time**\ Select a single time * **File attachment(s)**\ Attach files in your form. *** ### Example usage Custom fields provides a number of possibilities to enhance the ticketing experience for your users.
Using the Single-selection list Create a new Single-selection list field type named **Laptop vendor.** This new Custom Field will be a required field on the **Hardware issue** Form in your Inbox. The values of this Field will be: **Lenovo, Macbook, HP** The User can select a single value within this Custom Field.
Adding an instruction text to a Form 1. Add a new Custom Field of the type **Static Text** 2. Give it the name **Instructions** 3. Add the below content to the Instructions-field * Content can be styled using Slack markup 4. Add the Instructions-field in the beginning of your **Form** to help guide users prior to the ticket submission. `Read the following wiki article before you submit a ticket, as it can help you to solve the issue yourself: https://wiki.acme.com`
*** ### Attachments Images and other files can be attached when submitting a ticket or attached to an existing ticket. All files are automatically synced and stored. #### Attaching files using the File Attachments field type The File Attachment field type allow users to attach files into Forms where the custom field is added. Create a new Attachment field: 1. Navigate to the [Manage fields](https://app.suptask.com/inboxes/fields) page 2. Press on **New field** 3. Select the **File attachment(s)** field type 4. Specify the name of the Custom Field, for example: *Screenshots* 5. Ones the field is created, it will be available to be added on any of your Forms. This will allow your users to attach one or many files directly on the form. #### Attaching files from existing messages Users can submit attachments by adding them to their Slack messages. By creating a ticket from the message, the attachments will automatically be included into the ticket. {% embed url="" %} *** ## System default fields All tickets comes with a set of default system fields. These fields are there to enble a smooth ticketing workflow, to filter on tickets and for analytical purposes. * **Assignee**\ Who is assigned and responsible for the ticket * **Status**\ Status of the ticket * **Priority**\ The priority of the ticket * **Description**\ Contains the main description of the ticket * **Organization**\ This is a multi-purpose field that can be used to track departments, teams or end-customer names. [Learn more](/setup-and-configure/forms-and-fields/how-to-use-the-organization-field) * **Tags**\ Different Tag values that allow you to categorize all your tickets. * **Due Date** \ Apply a date to your tickets to track when it needs to have an action and due. *** ### Enable Requesters to specify values You can choose to change the visibility of Fields in selected Forms. Allowing you to display Fields such as Priority and Assignee towards the Requester when they submit the ticket. This can empower the Requester to select more of the fields when they are submitting a ticket.
*** ### Renaming and language translation System fields can be renamed and translated to your local language, or your own preferred terminology. Users who are submitting tickets will see the custom name, empowering you to optimize the user experience during ticket submission. {% hint style="info" %} The original name might still be present for Agents in certain places, such as the Dashboard. {% endhint %}

Edit Default fields from the Manage fields page

# Custom Statuses Learn how to customize the Status field ### Overview The Status field comes with a set of default values: * Open * In-progress * Escalated * Waiting for customer * On-hold * Closed These values can represent different stages of the ticket through its lifecycle, from Open, to Active and finally Closed. *** ### Customized Statuses Statuses can be customized to your needs, for example with additional and changed values: * Open * In-progress * Queued * Waiting for approval * Escalated to Engineering * Solved You can customize all your account statuses on the [Manage fields page](https://app.suptask.com/inboxes/fields) by editing the Status field.
*** #### Classifications The classifications defines the real state of a Status. Any custom statuses you add will be classified as an Active state. * Open = Ticket is created and opened. This state can not be removed. * Active = Ticket is active and not closed nor opened. * Closed = Ticket is closed. This state can not be removed. # Tags How to use Tags with your tickets ### Tags Tags is a default field which you can optionally use on your Forms. It allows Agents to further categorize your tickets by applying different tag values on tickets. You can apply one or many Tags on a ticket:

Apply Tags by editing tickets.

The Tags can be filtered out on the Tickets overview to analyze tickets further. **Example use case:** * Apply a Bug-tag if the ticket was related to a software bug. * Apply the Wifi-tag for a ticket that ended up to the Wifi * Apply the HR tag in case the ticket required help from HR. You can manage your Tags from the [Manage fields page](https://app.suptask.com/inboxes/fields) by editing the Tags field. *** ### View and Filter on Tags You can view all tags for each ticket both on the Web and in Slack. There is also filtering capabilities available to create overview based on filtered tags.
# Conditional selection list Create dynamic workflows for your users {% hint style="warning" %} Conditional selection list fields is a part of the Custom plan. Additional cost might apply. {% endhint %}
Conditional selection list is a Form field that enables dynamic, guided ticket submission through nested choices. Based on a user’s selection, relevant follow-up fields automatically appear, while irrelevant options stay hidden. This creates clear, step-by-step workflows that adapt in real time, helping users provide the right information the first time and reducing back-and-forth for support teams working in Slack. *** ### How to set up You can create your Conditional selection list fields when creating or editing a Form, or from the [Manage fields](https://app.suptask.com/inboxes/fields) page. Within a Form you can set up multiple Conditional selection list fields that can be nested together, creating a workflow for users when submitting tickets. 1. Create a new Form or Edit an existing 2. On the Fields step, Create a new **Conditional selection list** field 3. Within the options you add to the list, additional fields can be added that will be displayed when the option is select. 1. Tips: Create additional Conditional selection lists and add them into options, enabling multiple levels of selections for users. 4. Save and preview the dynamic selections in Slack. *** ### Example of nested fields

Nested conditional selection list fields when editing a Form

# Using the Organization field Learn how to use the Organization field The Organization field can optionally be added to a Form and be visible to the users who submits a ticket. The Organization field is available as a standard analytical field on the Dashboard, making it easy to track as a part of your statistics and KPIs. It is also visible on all ticket views in Slack and on the Web, as well as a filtering option. The Organization field is a multi-purpose field that can help you with: * Tracking from what end-customer the ticket origins from. * Tracking from what department the ticket origins * Tracking from what team the ticket origins ### Changing to a selection list The Organization field can be changed from a single-line text field to a single-selection field. This enables you to manage the values which can be selected, maintaining consistency across submitted tickets. To change the Organization field: 1. Open [Manage fields](https://app.suptask.com/inboxes/fields) 2. Edit the Organization field 3. Change the Field type 4. Add the values of your choice to the Organization field. 5. Save #### **Example use case:** Customer Support submits tickets to the Product & Engineering teams, where the Organization field is used to record the company name of the end-customer impacted. # Users & Permissions Utilize roles to assign different permissions to your users Suptask offers a number of roles to help you manage and delegate different features across the ticketing system. You can overview all your users and roles from the [Users & Permissions page](https://app.suptask.com/account/users). ### Agents and Inboxes Only Agents that are added to an Inbox can access the tickets that have been submitted or moved to that Inbox. This enables you to set up Inboxes for different teams, where only the Agents in each team will have access to the tickets within their Inbox. ### Overview of permissions
PermissionsSuptask AdminBilling AdminAgentUser
Account-wide statistics on the DashboardX
View statistics of the assigned Inboxes from the DashboardX
Access to tickets in the assigned InboxesX
Manage and respond to tickets in the assigned InboxesX
Manage Inboxes & FormsX
Account SettingsX
Subscription & BillingXX
Submit and view their own ticketsXXXX
*** ### How to add and remove an Agent All invited users in the connected Responder channel of an Inbox are automatically promoted to an Agent. **Adding a new Agent:** Invite the user to be a member of the Responder channel in Slack. {% hint style="info" %} You can type this in this in the Slack channel: */invite @Adam* {% endhint %} **Removing an Agent** Remove the user as a member from the Responder channel in Slack. {% hint style="info" %} You can type this in this in the Slack channel: */remove @Adam* {% endhint %} {% hint style="success" %} There is a 6 hour grace period before the Agent will be added to your subscription and billed for, {% endhint %} *** ### How to manage Inboxes and Forms Users who should have access to create and manage Inboxes and Forms will need to have the **Suptask Admin** role assigned. With the Suptask Admin role assigned, users will have access to the Inboxes page, where they can overview all the Inboxes that they have access to, as well as creating new Inboxes. {% hint style="info" %} Suptask Admin do not get automatic access to all Inboxes. The user need to be an Agent of the particular Inbox to have access to it. {% endhint %} ### How to add a Billing Admin You can have specific users as billing admins, allowing them to manage the Subscription & Billing, including receiving the receipts. Either ask the billing contact to login to the Suptask Web App. After they have logged in, proceed to promote their user to the Billing Admin role. \ \ Alternatively you can proceed with your own user through the checkout, and then change the billing contact person after the payment has been completed. This will be available on the receipt sent back to your email, where the billing contact and VAT can be updated. # Online Web Forms Submit tickets via online Web forms {% hint style="warning" %} Web forms is a part of the Custom plan. Additional cost might apply. {% endhint %} ## Overview You can automatically create support tickets from online web forms. Simply send form submissions to your [Suptask email integration](/integrations-automations-and-workflows/email-ticketing-setup), and your team can reply just like any other ticket where the requester will receive the reply via email. *** ### Why Use Web Form to Ticket Integration? This setup is perfect for capturing: * Customer inquiries from your website * Internal requests from your intranet * Issue reports or feedback submissions By connecting your form tool (like **Tally Forms**) to Suptask’s email integration, each form submission becomes a trackable, reply-ready support ticket. *** ### What You’ll Need * An active email integration in Suptask * A web form tool like Tally, Clickup or Form Craft. * Access to set up form notifications (we recommend using Tally's "Self email notifications") * Suptask email integration is required to be enabled in one of your Suptask Inboxes. *** ### Setup Guide This setup guide is using Tally Forms as an example, same setup applies to other form vendors (Formcraft, Clickup etc). Follow these steps to forward form submissions to Suptask: 1. **Create your form** in Tally.\ Add fields like: * **Name** * **Email** (this will be used later in Suptask to help set the requester) * **Message or Description** 2. **Go to your form’s “Email Notifications” in the forms settings** 3. **Enable “Self email notification.”** 4. **The From email field needs to be the same email that you have enabled with the** [**Suptask email integration**](/integrations-automations-and-workflows/email-ticketing-setup) 5. Set the **recipient email** to: ``` incoming@suptask-mail.com ``` 6. **Include the email field** in the notification settings so you can use it in Suptask to populate the requester’s email. 7. **Ensure your Suptask workspace has** [**email integration** ](/integrations-automations-and-workflows/email-ticketing-setup)**enabled.**\ If it’s not enabled yet, reach out to your Suptask admin or contact support.

How the email notification can be configured in Tally form
in order to capture tickets.

#### **Preview of the form:**

Preview on how the form can look in Tally when it is ready.

*** ### What Happens Next? * Each form submission is sent to `incoming@suptask-mail.com` * Suptask automatically creates a ticket in your Inbox * The ticket requester is visible in the email content and can be set so that replies goes to the correct destination. * Your support team can reply directly via Suptask in Slack, just like any other ticket. * The requester will receive replies back via the set email *** ### Tips * Use custom fields in your form to capture extra data. * Tag or route these tickets differently in Suptask using [AI routing](/suptask-ai/ai-email-routing) * You can test the setup by submitting your form and confirming ticket creation in your Suptask inbox. *** ### Need Help? If you need help setting up email integration or configuring Tally, reach out to our support team. We’re happy to walk you through it. # Customer Support # Slack Connect & External Connections Learn how to set up Suptask with Slack Connect and External Connections ### Overview External Connections (sometimes known as Slack Connect) allows workspaces in Slack to work together via shared channels. This can empower organizations to provide support to customers and clients via shared External Connections channels. *** ### Watch Demo {% embed url="" %} *** ### Best Practices External Connections is often used to support customers and other organizations via shared channels. Here follows a set of best practices to use Suptask with External Connections: * [ ] Prefix your channels if you are managing multiple customers: \ *#ext-company-a*\ *#ext-company-b*\ *#ext-company-c* * [ ] Always invite the Suptask App to any new customer channel. * [ ] Always add any new Customer Slack channel to the Forms in your Inbox(s) in order to make them visible for new customers. * [ ] Use different Forms to categorize the different requests you are receiving from customers. * [ ] Use one Inbox per team that is managing tickets if they require {% hint style="warning" %} Your customer's users will only have access to the tickets submitted in the channels they are invited to. {% endhint %} *** ### How to use Suptask with External Connections You can set up Suptask to support your users in External Connections channels, when you add them as External Connections in Slack. Any requests from users in these channels can be submitted as a ticket using Suptask, making it easy for both users and Agents to overview and track all requests. {% hint style="success" %} Suptask only need to be installed and configured on the Workspace which is managing the channels and inviting all the members. Invited workspaces do not need to install Suptask. {% endhint %} *** ### Setup Inboxes and Forms You can use any Inbox for External Connections channels and configure your Form to receive tickets from channel(s). 1. Open your **Inbox** and create a new Form 2. Set up your **Form** with any type that empowers External Ticketing, such as **Collaborative ticketing**. 3. When configuring the Form, select the **channels** where the Form should be enabled. 1. This should be your customer channels e.g #ext-customer-a, #ext-customer-b 4. **Invite Suptask App** to the channels where you want to enable ticketing. 5. Optionally customize [Suptask settings](https://app.suptask.com/account/settings) to improve the experience for your end-users 1. Such as controlling if agent control buttons should be visible in the channel. 6. **External ticketing is now ready** in the selected channels for your customers. Your customers can now submit tickets with Suptask in these channels. **Learn more how to configure Forms:** {% content-ref url="/pages/Bnf3GdTWIvS64SeikKZT" %} [Forms](/setup-and-configure/forms-and-fields/what-are-ticket-forms-and-fields) {% endcontent-ref %} *** ### How your customers can use Suptask Slack workspaces that are invited as an External Connection to a channel will be the users submitting tickets, such as your customers & clients. Suptask have built a unique solution for your users in External Connections channels, that allow them to get **access to the Suptask app** **without having to install it.** This enables them to track and overview their tickets using the Suptask App. *** ### Overview and track tickets Tickets are submitted and available in the shared channel with the customer. Customers can easily track and overview all their ticket requests in the Suptask app that will be visible in the left-side menu in Slack automatically. #### Suptask App is displayed in the left navigation menu [Learn how to find the Suptask App in Slack](/working-with-tickets/overview-and-analytics/how-to-overview-and-find-your-tickets#cant-find-the-suptask-app-in-slack)

The Suptask App will automatically be available for all
external organizations without having to install it.

#### Overviewing tickets in the Suptask App Your customers can overview all their tickets in one single place without having to scroll through the channel to track tickets. With the Suptask App, they see **all tickets that are active and submitted** in their channel(s).
{% hint style="info" %} Due to the limitations of External Connections, there are limited actions available for external workspaces in the Suptask app in Slack. {% endhint %} *** #### Automatic summary notifications of tickets to your customers Your customers and clients will never miss out on their tickets, as Suptask will automatically send summary notifications to them with their current active tickets.

Notifications are sent from Suptask to users who have active tickets

*** ### How to submit tickets Customers and Agents can submit tickets in External Connections channels from any message sent in the channel. They can use any of the following ticket submission methods: * [Ticket emoji on messages](/working-with-tickets/for-users-who-submit-tickets/how-to-create-a-ticket#how-to-submit-a-ticket-with-the-ticket-reaction-emoji) * [Automatic ticket creation](/working-with-tickets/for-users-who-submit-tickets/how-to-create-a-ticket#create-a-ticket-automatically-from-a-new-message) #### Example on how to submit a ticket using the ticket emoji {% embed url="" %} {% hint style="info" %} Other [ticket submissions methods](/working-with-tickets/ticket-submission#ticket-submission-methods) are not available in External Connections due to the limitations that Slack have implemented. {% endhint %} ### Who have access to the tickets? All tickets submitted in the channel are available to the users that are invited in the channel. User A and User B is in the same channel #ext-channel-X where User A submits a ticket. User B will also be able to track and follow this ticket. *** ### Automatic onboarding & training The users you are inviting will automatically recveive automatic onboarding & training content from Suptask, making it easy to onboard users at scale.

This is an example of a welcome onboarding message when a new user is joined into the channel.

*** ### External Connections vs Multiple Workspaces External Connections is suited for sharing single channels, while Suptask's Multiple Workspace support is suited for connect several Slack Workspaces together for ticketing. [Learn more](/setup-and-configure/multiple-slack-workspaces/how-to-set-up-suptask-with-multiple-workspaces#multiple-workspaces-vs-slack-connect) *** ### Agents from other Slack Workspaces If you require users from other Slack Workspaces to act as Agents, we recommend you to invite any user who are an Agent to become a Guest user in your Slack Workspace in order to get the full & proper access to the Suptask App. *** {% hint style="info" %} Having questions about External Connections? Reach out to [Suptask Support](/getting-started/contact-support). {% endhint %} # Multiple Slack Workspaces Use Suptask with Multiple Workspaces, Slack Community or Slack Enterprise Grid ### Overview Suptask is built with a unique solution that supports working with tickets across workspaces. {% hint style="info" %} Please contact [Suptask Support](/getting-started/contact-support) to setup multiple workspaces and get started. {% endhint %} ### **Discover more** {% content-ref url="/pages/yb5RT3qOUizP7ewJaJpB" %} [Multiple Workspaces & Slack Community](/setup-and-configure/multiple-slack-workspaces/how-to-set-up-suptask-with-multiple-workspaces) {% endcontent-ref %} {% content-ref url="/pages/yLGkrtUbY9dAovYtY4ZW" %} [Enterprise Grid](/setup-and-configure/multiple-slack-workspaces/how-to-set-up-suptask-in-slack-enterprise-grid) {% endcontent-ref %} # Multiple Workspaces & Slack Community Connect Suptask across Slack multiple workspaces
Organizations can sometimes have multiple Slack workspaces without making use of Slack Enterprise Grid. Suptask offers a unique solution that allow you to connect the complete workspaces together, without Slack Connect. This can be an internal organization with multiple workspaces, or a workspace where you require to connect to several other external workspaces. ### Example use cases * Connect Suptask as a Partner / MSP to manage ticketing for your clients. * Connect Suptask with multiple standalone Slack workspaces. * Connect Suptask and support your franchise partners using separate Slack workspaces. * Connect Suptask to support your users in your Slack Community ### How Suptask can connect multiple workspace Multiple Slack workspaces can be connected together with Suptask, allowing you to manage ticketing across several different Slack workspaces. Agents will retain a single overview of tickets across all workspaces including all the great features that comes with Suptask. Including dashboard analytics and reporting. Suptask can connect these workspaces together by: * Establishing one workspace as the primary workspace where Agents will manage and respond to tickets. * Establishing one or many secondary workspaces, where users can submit, overview and track their tickets. ### Multiple Workspaces vs Slack Connect * The Multiple workspaces feature is often used by an internal organization or a partner / MSP who manages tickets with their clients. * Slack Connect is often used for external communication with other organizations. * Slack Connect is locked down to individual channels, while the Multiple workspaces feature connects the complete workspace. * Multiple workspaces do not have any limitations on how tickets can be submitted. * [Learn more about Slack Connect](/setup-and-configure/customer-support/how-to-set-up-slack-connect-with-suptask) {% hint style="info" %} Please contact [Suptask Support](/getting-started/contact-support) to setup multiple workspaces and get started. {% endhint %} # Enterprise Grid Enable ticketing in your Slack Enterprise Grid with Suptask
Slack Enterprise Grid enables organizations to set up several Slack workspaces within a single Slack installation. [Learn more about Slack Enterprise Grid](https://slack.com/resources/why-use-slack/slack-enterprise-grid) Suptask can be installed in your Slack Enterprise Grid and support you with ticketing across the connected workspaces. With years of experience working with enterprises, Suptask have developed a unique archiecture that allows several use cases in your Slack Enterprise Grid: * Use a workspace-wide channel for your users to submit tickets across workspaces. * Allow users across workspaces to submit tickets to an Inbox in Suptask * Centralize ticketing within a primary workspace for your Agents {% hint style="info" %} Contact [Suptask Support](/getting-started/contact-support) to learn more about how Suptask can enable ticketing within your Slack Enterprise Grid {% endhint %} # Branding & White-labeling Change the brand of the Suptask App and white-label it as your own ### Renaming the Suptask App The default name of the Suptask App in Slack is **Suptask**. In case you want to change the name to match your own branding, you can do so by following the steps below. This is possible and can be done as a part of the configuration of the Suptask app in Slack. #### **App naming examples** You can specify any name of your choice to apply on the Suptask App, such as: * IT Support * Helpdesk * HelpBot * MyCompany Support #### How to change the Suptask App name 1. Open the **Suptask** **App** in Slack 2. Click on the tab **About** 3. Press on the button **Configuration** 4. This will open up the configuration page of Suptask in your web browser. 5. Scroll to the bottom of the page and find the section **Bot user** 6. Press on **Edit** and select the name of your choice. 7. Done. {% hint style="warning" %} Depending on your Slack account settings, you might need a Slack user with the Workspace Owner role to apply this change. {% endhint %} *** ### Customizing Suptask App Home The home screen of the Suptask App in Slack can be customized with your own text content and layout, using Slack's building blocks. This is the perfect way to create your own branded centralized support hub in Slack - where all your users navigate to and receive their own experience. Customizations in this view can include everything from new sections, headers, text content and emojis. Making it easy to inform users with instructions and guidance on how to use your ticketing system in Slack. {% hint style="warning" %} Customization of Suptask App Home is a Custom feature. Contact [Suptask Support](/getting-started/contact-support) to get started. {% endhint %} #### Customization Example **Branded layout**

Here is a customized overview with content defined by the customer

**Default original layout**

Compared to the below which is the original layout

You can find an example layout that you can edit [here.](https://app.slack.com/block-kit-builder/#%7B%22type%22:%22home%22,%22blocks%22:%5B%7B%22type%22:%22section%22,%22text%22:%7B%22type%22:%22mrkdwn%22,%22text%22:%22Welcome%20to%20the%20Support%20Hub%20%F0%9F%8E%AB%5CnThis%20is%20your%20central%20place%20to%20submit%20internal%20support%20requests.%20Click%20%5C%22Create%20a%20new%20ticket%5C%22%20below,%20select%20the%20right%20team,%20and%20provide%20as%20much%20detail%20as%20possible%20-%20it%20helps%20us%20resolve%20your%20request%20faster!%20All%20tickets%20are%20visible%20to%20the%20relevant%20team%20for%20faster%20response.%5Cn%5CnYou%20can%20submit%20tickets%20privately%20via%20direct%20message,%20or%20through%20the%20team%20channels%20where%20they'll%20be%20visible%20to%20the%20whole%20team%20for%20faster%20response.%5Cn%5Cn_Other%20team%20help%20channels%20will%20be%20rolled%20out%20soon._.%22%7D%7D,%7B%22type%22:%22divider%22%7D,%7B%22type%22:%22actions%22,%22elements%22:%5B%7B%22type%22:%22button%22,%22text%22:%7B%22type%22:%22plain_text%22,%22text%22:%22:ticket:%20Create%20a%20new%20ticket%22,%22emoji%22:true%7D,%22value%22:%22click_me_123%22,%22action_id%22:%22actionId-0%22%7D%5D%7D,%7B%22type%22:%22divider%22%7D,%7B%22type%22:%22header%22,%22text%22:%7B%22type%22:%22plain_text%22,%22text%22:%22My%20Tickets%22,%22emoji%22:true%7D%7D%5D%7D) *** ### How to link directly to the Suptask App The Suptask App has the following unique ID in Slack: **A01FN6P6W7N** #### Link on the Web You can link directly to the Suptask App from a website using the following URL, where the team parameter needs to be replaced with your own team ID in Slack: ``` https://slack.com/app_redirect?team=%3CYOUR_TEAM_ID%3E&app=A01FN6P6W7N ``` #### Link in Slack Linking to the Suptask App is also possible by using the following schema. It can help you to direct your users to submit tickets using the Suptask App using Canvases, Tabs or Pinned messages: ``` slack://app?team={TEAM_ID}&id=A01FN6P6W7N&tab=home ``` \ Finding our Team ID in Slack You can find your Slack workspace team ID by opening the Slack client i your web browser. In the URL, you will find the team id:
#### Example on how this can be linked in a channel
#### Link from a Slack Workflow button Slack Workflow buttons can be sticky within a channel, allowing users to click a button to trigger an action. If you don't want to map Forms and Fields into Slack Workflows [using the integration](/integrations-automations-and-workflows/integration-guides/how-to-use-slack-workflows), you can create a solid user experience by linking to the Suptask App. Use the link to the Suptask App, to embed to a message which sends a button to click to the user: **Example workflow setup**
**Example message sent to the user**
# Language & Translations How to adopt ticketing to your local languages Suptask can be available for your end-users in their own local language, making it easy with a great experience for everyone to submit a ticket. Suptask will automatically adopt the user interface to the end-user locale, making sure the correct language is used. This allows you to scale the ticketing globally across continents, while keeping your ticketing system regional. ### Supported languages The support languages include all major languages that are currently supported by Slack: * English * German * Italian * Spanish * French * Portuguese * Japanese * Chinese * Korean {% hint style="info" %} The Web app, the administration part and the view for Agents in Suptask remains in English while everything facing the end-users on Slack will automatically be translated. {% endhint %} # Intelligence with Suptask AI Learn more about intelligent ticketing with Suptask AI Suptask comes with multiple different intelligent AI features, provided with our belief that AI should make it easier and more efficient to work with tickets - while the human still stays in control. *** ### Problem and Solution summaries Suptask AI helps you in your daily work with tickets by creating an automatic summary of each ticket when it is closed. Each ticket can have several replies between Agents and users, which can create a very long thread of messages back and forth. This can make it challenging to understand the context of a ticket. Suptask AI automatically analysis the messages inside of a ticket and creates a summary with the problem and solution when the ticket is closed. This makes it easy to understand the context of each ticket by just looking at the summary at the end of each ticket. Helping you to build knowledge across your team over time. All ticket information is available within the built-in search in Slack, making it easy to find recurring problems and solutions on previous tickets. *** ### Automatic Suggested Answers & Deflection {% hint style="warning" %} AI Suggested Answers is a part of the Custom plan and available in beta. [Contact Suptask](/getting-started/contact-support) to get started. {% endhint %} AI Suggested Answers use your knowledge from your existing documents to provide suggested answers, helping Agents to work more efficiently with tickets. Whenever a new ticket arrives, AI will automatically analyze the ticket content and find the most appropriate answer from the stored knowledge. The Agents can select if they want to submit the answer, and also provide feedback on the AI answer, giving Agents the complete control over what the requesters will experience. #### Example of how it can look for an Agent
{% hint style="info" %} Additional integrations can be added with systems such as [Notion](/integrations-automations-and-workflows/integration-guides/notion) or [Guru](/integrations-automations-and-workflows/integration-guides/guru). {% endhint %} *** ### Suptask AI Assistant {% hint style="warning" %} Suptask AI Assistant is a part of the Custom plan and available in beta. [Contact Suptask](/getting-started/contact-support) to get started. {% endhint %} As an Agent you can use Suptask to help you within your daily work, making you more efficient but still with control over your workflow. By tagging the **@Suptask** app within Slack, Agents get direct access to a conversational ticket assistant. #### Example use cases * Ask it about **insights within your ticketing workflows:** How many tickets was created in this form category last week? * Ask it about **similar tickets**: What tickets are similar to this ticket? * Ask it to provide a **suggested reply**: Can you share a reply on this for me? * Ask it about **customers**: How many tickets from this customer was created last month? #### Usage You can tag @Suptask in any ticket within the Responder channel in Slack. ``` @Suptask do we have other tickets with this Form facing the same issue? ``` *** ### AI Conversational Ticket Creation {% hint style="warning" %} AI Conversational Ticket Creation is a part of the Custom plan and available in alpha. [Contact Suptask](/getting-started/contact-support) to get started. {% endhint %} With Suptask AI you can enhance the user experience even further by allowing the AI to empower the conversions with end-users, categorization messages and creating tickets automatically. Suptask AI operates in channels and can analyze messages to see when tickets should be created, how to categorize them and which team to route them to. {% hint style="info" %} AI Conversational Ticket Creation is currently in alpha and we welcome applications for early testing of this feature. Reach out to us to get on the waiting list. {% endhint %} *** ### Knowledge Gaps and Learnings {% hint style="warning" %} AI Learnings is a part of the Custom plan and available in alpha. [Contact Suptask](/getting-started/contact-support) to get started. {% endhint %} Suptask can automatically learn patterns and improve over time, based on the submitted tickets. By analyzing the tickets, each Inbox can select to have Suptask build the internal knowledge. Suptask will automatically suggest new learnings that it have identified, where the Agents come with the human process to approve the findings before they are applied to the internal knowledge. By keeping the human in the loop, the knowledge base always contain confirmed and accurate information reviewed by Agents. {% hint style="info" %} AI Learnings is currently in alpha and we welcome applications for early testing of this feature. Reach out to us to get on the waiting list. {% endhint %} ### Suptask MCP {% hint style="warning" %} AI MCP is a part of the Custom plan and available in alpha. [Contact Suptask](/getting-started/contact-support) to get started. {% endhint %} The Suptask MCP provides a native integration point for your favorite tools such as Claude, to communicated with Suptask directly. {% hint style="info" %} The Suptask MCP is currently in alpha and we welcome applications for early testing of this feature. Reach out to us to get on the waiting list. {% endhint %} *** ### AI Privacy Your privacy is a top priority for us and this includes the use of AI. The AI features is not using your data to train any models. For example, we only use the data that you have provided in the ticket to create the summary of the ticket when it is closed. Suptask AI features are opt-in and can be turned off on your account. Visit your Inbox settings or the [Account settings](https://app.suptask.com/account/settings) , or the Intelligence page to toggle the AI features. [Visit our AI policy](https://www.suptask.com/trust/ai-policy) # AI Assistants Assistants empowered by AI Suptask AI works through **Assistants** - configurable helpers that work on your tickets. An Assistant can answer common questions from your own knowledge and take action in the tools your team uses, resolving routine requests so your agents don't have to. Each Inbox can have one or more Assistants, each set up for the kind of work that Inbox handles. *** ### What an Assistant does An Assistant helps in two main ways: * **Answers requests** - it finds the answer in your knowledge and replies, either as a suggestion for an agent to send or directly to the requester. See [Auto-answer requests](https://claude.ai/chat/auto-answer-requests.md). * **Takes action** - it carries out single or multi-step tasks across your connected systems, such as access requests or onboarding, and pauses for approval before making changes. See [Agentic workflows](https://claude.ai/chat/agentic-workflows.md). An Assistant can drive the conversation with the requester on its own, completing as much of a request as it can before handing over to an agent. *** ### When an Assistant runs An Assistant can start working on a ticket in two ways: * **Automatically** - started on a certain trigger, such as when a ticket is created - Suptask runs the Assistant whose criteria best match it, such as one set to a specific Form or Inbox. * **Manually** - mention `@Suptask` on a ticket to trigger an Assistant yourself.

Agents can use AI assistants as their own co-workers

*** ### Examples You choose the connectors and tools an Assistant uses, so it can be shaped to fit almost any repetitive request - reading information, taking an action, or doing several steps across different systems. A few examples: **IT** * Enrich a ticket with a requester's job title and group membership from Google Workspace. * Provision access by creating a user and adding them to the right groups. **HR** * Onboard a new hire — create their account, add them to team groups, and update their record in your HRIS. * Offboard a leaver by suspending their account and revoking their access. **Business operations** * Read product or inventory details and post them on the ticket. * Update a record across your connected systems as part of a request. **Customer Support** * Answer customers automatically on tickets based on your own knowledge * Enrich tickets with customer information from your CRM A single Assistant can combine these - for example, reading inventory from Confluence, making a change in Google Workspace, and updating your HRIS in one workflow. *** ### Permissions and approvals You decide exactly what each Assistant can access and do. An Assistant is given one or more **connectors**, and each connector comes with **tools** — the individual things it can look up or change. You enable only the tools an Assistant should use, so it stays within the boundaries you set. A person also stays in the loop. An Assistant does as much as it can on its own, then pauses for an agent to review and approve before anything is changed in a connected system. For requests that need formal sign-off, you can combine this with [Approvals](/working-with-tickets/for-agents-who-respond-and-manage-tickets/how-to-send-and-manage-approvals). {% hint style="info" %} An Assistant never changes anything in a connected system on its own - a person always approves changes first. {% endhint %} *** ### Set up an Assistant Assistants are set up per Inbox in the Suptask Web app: you add an Assistant, give it the knowledge and connectors it needs, and choose what it's allowed to do. Once set up, your team puts it to work right from the ticket in Slack. # Auto-answer requests Auto-answer and deflect requests automatically ## Auto-answer requests A large share of every ticket queue is questions your team has already answered somewhere. With auto-answering, an Assistant looks up the answer in your own knowledge and resolves the request - sharing it directly with the requester, or handing a suggested answer to an agent to review and send. Fewer repeat questions reach your agents, and the people asking get answers faster. *** ### How it works Auto-answering is one of the jobs an Assistant does on a ticket. When a ticket comes in, the Assistant analyzes what's being asked, finds the most relevant answer in your connected knowledge, and responds - without an agent needing to touch it. Like every Assistant, it runs automatically on the tickets it's set up for, or on demand when you mention `@Suptask`, and you stay in control of what it can access and whether a person reviews its answers. Learn more in [Intelligence with Suptask AI](https://claude.ai/chat/how-the-ai-assistant-works.md).

Example on auto-answer from Guru knowledge base

*** ### Where answers come from An Assistant only answers from the knowledge you give it. You can provide that knowledge in two ways: * **Upload documents** directly to Suptask, such as internal guides, policies, or FAQs. * **Connect a knowledge base** so the Assistant reads from where your content already lives, like [Notion](https://claude.ai/integrations-automations-and-workflows/integration-guides/notion.md) or Confluence. You also control **grounding** - whether the Assistant answers only from the sources you've provided, or may also draw on general knowledge. Keeping it grounded to your own sources means answers stay specific and accurate to your organization. *** ### Review or share automatically You decide how much of the loop stays with a person: * **Agent review** - the Assistant posts a suggested answer for an agent to review, edit, and send. Agents can leave feedback to improve future answers, keeping full control over what requesters see. * **Answer directly** - the Assistant shares the answer with the requester itself, resolving common questions without an agent. *** ### Drive the conversation to a resolution Auto-answering isn't limited to a single reply. An Assistant can hold a back-and-forth with the requester - asking a clarifying question, then following up with the right answer - to resolve the request on its own. When it can't, it hands the ticket to an agent with the context already gathered. #### 1. Employee submits a question
#### 2. Suptask replies automatically with an answer
#### 3. Requester feedback & human escalations Requester can either continute to message with Suptask, resolve the ticket or escalate to an Agent.
*** ### Turn it on Auto-answering can be enabled per Inbox. To set it up: 1. Add the knowledge the Assistant should use - upload documents or connect a knowledge base. 2. Choose whether answers are reviewed by an agent or shared directly with the requester. You can turn AI features on or off at any time from the Intelligence page. *** ### Related articles {% content-ref url="/pages/l9E6dxxZpd3PyLjSrYgZ" %} [Agentic workflows](/suptask-ai/agentic-workflows) {% endcontent-ref %} # Agentic workflows Automate workflows with AI assistants Assistants don't just answer questions - they can carry out the work a request needs. In an agentic workflow, an Assistant completes a task from start to finish: it works out the steps, takes them across your connected systems, and does as much as it can on its own, pausing for a person whenever a change needs approval. Repetitive, high-volume work like access requests and onboarding turns into a quick review. *** ### How it works An Assistant carries out a workflow using the connectors and tools it's been given. When a request comes in, it works out what needs to happen and takes each step in turn. Unlike a fixed [Automation](https://claude.ai/integrations-automations-and-workflows/how-to-set-up-automation-rules.md) rule, it adapts to the specifics of the request instead of following one predefined path. It runs on the tickets it's set up for, or when you mention `@Suptask`, and always stops for approval before changing anything. Learn more about Assistants in [Intelligence with Suptask AI](https://claude.ai/chat/how-the-ai-assistant-works.md). *** ### Multi-step tasks across systems A single request often takes several steps, and sometimes spans more than one system. An Assistant chains them together so the whole task is handled from the ticket, without an agent working through each system by hand. For example, onboarding a new hire can mean creating their account, adding them to the right groups, and granting access to shared resources. The Assistant carries out each step in order and reports back on the ticket as it goes. *** ### A human stays in the loop An Assistant does as much as it safely can on its own, then pauses for a person before making a change. An agent reviews the proposed action and approves it - nothing is changed in a connected system until they do. Routine work stays fast, while sensitive changes stay under human control. {% hint style="info" %} An Assistant never changes anything in a connected system on its own. It stops for a person to review and approve every change. {% endhint %} *** ### Common workflows A few of the workflows an Assistant can run: * **Access requests** - grant a user access to a shared drive, group, or other resource after confirming their details. * **Onboarding** - create a new team member's account and add them to the right groups and resources. * **Offboarding** - suspend a leaver's account and revoke their access. * **Data enriching** - Pulling information from another system to enrich tickets with additional data. Each one runs from the ticket, with an agent approving before any change is made. *** ### Set it up Agentic workflows run through the connectors and tools you enable on an Assistant, configured per Inbox in the Suptask Web app: 1. Open the Inbox and add or edit an **Assistant**. 2. Give it the **connectors** for the systems it should act in. 3. Enable the specific **tools** it's allowed to use. Only the tools you enable are available to the Assistant, and a person approves changes before they're made. {% hint style="warning" %} Suptask AI specialists are assisting in the set up of Agentic workflows. {% endhint %} *** ### Related articles {% content-ref url="/pages/3sTqDhUBMsesBZbwZNHb" %} [Google Workspace Admin](/integrations-automations-and-workflows/integration-guides/google-workspace-admin) {% endcontent-ref %} # AI Email Routing Replace manual routing and categorization of Emails with AI routing {% hint style="warning" %} AI Email routing is a part of the Custom plan. Contact [Suptask Support](/getting-started/contact-support) to request access. Additional cost might apply. {% endhint %} Suptask built-in AI routing of Emails will automatically route the incoming email to the correct person or team. This automation replaces distribution groups and manual forwarding of emails, as the system learns about the incoming emails and where to route it. #### Benefits of AI email routing in Suptask: * No need for distribution groups and manual forwarding * AI automatically learns content and routes the email to responsible Agents * Automatic categorizing of Emails using Forms * Combine with automation to automatically assign or set priorities *** ### How it works {% stepper %} {% step %} ### New email & AI evaluation When a new email comes in, our built in AI routing engine will evaluate the email and decide to which of the enabled AI email Forms to route the email to. #### For example: Subject: *Need help with my credentials* Content: `Hi, I need help to access my account, I have lost the credentials to it, can you help?` {% endstep %} {% step %} ### Routing to Form Each Form & Inbox is evaluated based on its prompted and categorized description which the AI uses to understand the category and the context. #### For example: Form name: *Account issues* \ AI Description: `Requests related to any account issues from users, such as lost passwords, locked accounts and any other account related issues.` Form name: *Hardware orders*\ AI Description: `Requests related to all hardware orders such as laptops, keyboards, screen and phones.` {% endstep %} {% step %} ### Creating new ticket When the AI have decided where to send the email, a new ticket will be created for that Form and Agents will be notified. For example, the AI would in this case select the Form *Account issues* based on the context of it and the email content. If the AI does not find a suitable Form, it will use the configured fallback Form to create the ticket with. {% endstep %} {% step %} ### AI learnings The AI will automatically learn patterns and improve over time based on tickets coming in to the system. {% endstep %} {% endstepper %} {% hint style="info" %} You can configure the AI email to route tickets in a single Inbox, or across the Forms of several Inboxes. {% endhint %} *** ### Requirements Confirm that you have the [email integration](/integrations-automations-and-workflows/email-ticketing-setup/email-to-slack-ticketing) set up with the email address of your choice. *** ### Setup & Configure Contact your Suptask Integrations Specialist (SIS) to enable the AI email routing and configure it on your account with the Forms of your choice. *** ### Settings By default, emails that we cannot match against a Form or Inbox will be routed to a default Form. You can optionally drop these emails, which can be useful in case you do not wish to create tickets for the emails that cannot be matched. # Slackbot AI How to use the Slackbot with Suptask ## How to use the Slackbot with your tickets Suptask is fully integrated with the new Slackbot, Slack's built-in AI agent. Every Suptask ticket lives natively in Slack with the Responder channel connected to your Inbox. This includes the conversation in the message thread, plus the complete form and all of its fields. Because of this, the Slackbot already has the context it needs to understand your tickets. That means you can ask the Slackbot about your tickets in plain language and get instant summaries, answers, and suggested next steps - without leaving Slack or opening the Web app. *** ### Why this works The Slackbot can only help with what it can understand. Suptask makes your tickets easy to understand because each ticket is stored as native Slack content: * **The thread** holds the conversation — the original request and every reply. * **The form and fields** hold the structured data - status, priority, assignee, requester, and any custom fields your team uses. The Slackbot reads both. It combines the discussion in the thread with the structured fields, so it can reason about what a ticket is, who owns it, how urgent it is, and how it relates to other tickets. This is what lets you move from searching and clicking to simply asking. *** ### What you can ask the Slackbot Here are common ways to use the Slackbot with your Suptask tickets: * **Summarize critical tickets that need attention**\ Get a quick overview of high-priority or unresolved tickets so nothing important slips through. * **Find related tickets**\ Surface tickets that cover the same issue, requester, or topic — useful for spotting duplicates or recurring problems. * **Find tickets that need action**\ See which tickets are waiting on a reply, a status change, or a decision from you or your team. * **List active tickets assigned to you**\ Check your own open workload at a glance, without opening a dashboard. *** ### How to ask the Slackbot about your tickets 1. **Open the Slackbot** in Slack - send it a direct message. 2. **Ask in your own words.** There are no special commands to memorize. Describe what you need the same way you would ask a teammate. 3. **Refine with follow-ups.** The Slackbot keeps the context of your conversation, so you can narrow results or ask for more detail in your next message. 4. Done! The Slackbot returns the answer directly in Slack. {% hint style="info" %} The Slackbot works best when your tickets use clear, consistent fields such as priority, status, and assignee. The more structured your tickets are, the sharper its answers will be. {% endhint %} *** ### Example prompts Try prompts like these and adjust them to fit your team: * `Summarize the most critical tickets that need attention right now.` * `Which active tickets are assigned to me?` * `Are there any tickets related to the login outage from this week?` * `List the tickets that are waiting on a reply from an agent.` * `Give me a short status update on the open tickets in #it-support.` *** ### What the Slackbot can see, and how it stays secure The Slackbot only surfaces information you are already allowed to access in Slack. It respects your workspace's permissions and channel memberships, so it will not show you tickets or conversations you could not otherwise see, which is aligned with the Inbox permissions in Suptask. This means the answers you get are scoped to you. A team member asking the same question may see a different result based on their own access. {% hint style="warning" %} The new Slackbot is a Slack feature, and its availability depends on your Slack plan. If you do not see the Slackbot in your workspace, check with your Slack administrator about whether it is enabled for your plan. {% endhint %} *** ### Tips for getting better answers * **Be specific.** Mention a channel, a requester, or a time frame to narrow the results. * **Ask one thing at a time.** Start broad, then drill down with follow-up questions. * **Reference the ticket thread.** @mention the Slackbot directly inside a ticket thread to ask about that specific ticket. *** ### Learn more Here are other useful articles to enhance your ticketing experience with Suptask. {% content-ref url="" %} {% endcontent-ref %} {% content-ref url="" %} {% endcontent-ref %} # Quickstart: Your First Ticket Learn the methods of creating tickets with Suptask ### Overview Suptask supports a number of different methods to submit a ticket. All of these methods allows to create tickets in Slack and are available in your Suptask account. Your organization can choose what methods to use, and what to recommend for the users. *** ### Before you begin Make sure you have: * Installed Suptask in your Slack workspace ([Install Suptask](https://support.suptask.com/getting-started/install-suptask)) * Have an Inbox and a Form configured in order to submit tickets with Suptask. ([Setup your inbox](/getting-started/your-first-inbox-and-form)) {% hint style="info" %} Looking for instructions and videos on how it works when submitting a ticket in Slack? \ [How to submit a ticket](/working-with-tickets/for-users-who-submit-tickets/how-to-create-a-ticket) {% endhint %} *** ### Ticket submission methods There are multiple ways a ticket can be created using Suptask - this creates flexibility, where you can choose the ways suits you the best in your organization.
Add the ticket 🎫 reaction emoji on an existing message **Availability:** Channels, Direct Messages (DM), Groups and Slack Connect channels **Requirements:** * In Channels & Groups, make sure that the Suptask App is invited. \ [Invite the Suptask App](/getting-started/install-suptask/invite-the-suptask-app) * In Direct Messages (DM), the user who triggers the ticket creation might need to give extended permissions to Suptask.\ [How to submit a ticket](/working-with-tickets/for-users-who-submit-tickets/how-to-create-a-ticket#create-a-ticket-in-direct-messages-dm) **Learn More:** [How to submit a ticket](/working-with-tickets/for-users-who-submit-tickets/how-to-create-a-ticket#create-a-ticket-from-messages-using-the-ticket-reaction-emoji)
Use any of Suptask's slash commands **Availability:** Channels, Direct Messages (DM) and Groups **Requirements:** * Use any of the available slash command aliases, such as `/support, /suptask, /helpdesk, /request etc.` **Learn More:** [How to submit a ticket](/working-with-tickets/for-users-who-submit-tickets/how-to-create-a-ticket#create-a-new-ticket-with-slash-command)
Use the message shortcut on any existing message. **Availability:** Channels, Direct Messages (DM) and Groups **Requirements:** * Message need to be sent before creating the ticket. **Learn More:** [How to submit a ticket](/working-with-tickets/for-users-who-submit-tickets/how-to-create-a-ticket#create-a-ticket-using-message-shortcuts)
From Suptask App Home **Availability:** Suptask App Home **Requirements:** * Accessed from the Suptask App in Slack, by clicking on the ***Create a new ticket*** action button. **Learn More:** [How to submit a ticket](/working-with-tickets/for-users-who-submit-tickets/how-to-create-a-ticket#create-a-ticket-from-suptask-app-home-in-slack)
Automatically create tickets from any messages sent in a channel. **Availability:** Channels **Requirements:** * Enabled by configuring it on a Form. **Learn More:** [Automatic ticket creation](/working-with-tickets/for-agents-who-respond-and-manage-tickets/how-to-automatically-create-tickets-from-new-messages)
Use the Email-to-Slack integration to submit tickets from email. **Availability:** Email **Requirements:** * Requires an e-email address to receive tickets with. * Enabled by configuring it on a Form. **Learn More:** [Email-to-Slack Ticketing](/integrations-automations-and-workflows/email-ticketing-setup)
Create tickets in Slack Connect channels **Availability:** Slack Connect channels **Requirements:** * Enabled by configuring it on a Form. **Learn More:** [Slack Connect & External Connections](/setup-and-configure/customer-support/how-to-set-up-slack-connect-with-suptask)
Several creation methods are generic across your Slack workspace, and some require the Suptask App to be invited to the channel or given explicit permissions by users. {% hint style="info" %} By creating a ticket on an existing message, Suptask will automatically populate the ticket description field with the content of the message. {% endhint %} *** ### Create a ticket in Slack

The dialogue is displayed when using the Message shortcut creation and several other methods.

Submitting a ticket with certain methods in Slack will open up the **Create a ticket** dialogue. This dialogue is a starting point to submit tickets across all your Inboxes, Forms and Channels. * **Submit your ticket to a channel**\ This option will group all the channels that are configured on Forms that are using Collaborative Ticket Submission. * **Submit a ticket directly to an Inbox**\ This option will group all your Inboxes which have Forms of the type Private Ticket Submission. {% hint style="info" %} **Tips!**\ \ If you do not have any Forms configured with **Collaborative Ticket Submission** across all Inboxes, then the option **Submit your ticket to a channel** will not be visible. The same goes for the **Submit a ticket directly to an Inbox** option, it will not be visible if there are no Forms of the **Private Ticket Submission** type. {% endhint %} *** ### Best Practices Suptask can help you optimize the ticket creation for your users, by intelligently minimizing the amount of steps & clicks that the user need to perform to submit a ticket. * **Automatically select an Inbox for the user**\ By using only one Inbox, Suptask will automatically select this Inbox for your users. * **Automatically select a Form for the user**\ By using only one Form, Suptask will automatically bring up this Form for your users after selecting an Inbox, without the need to select a Form. * **Automatically submit the ticket with a Form**\ Only set the Description field as required and set all the other fields for the Requester as optional. Suptask will then automatically create the ticket without asking the user to fill in any fields. * **Creating tickets from existing messages**\ By creating a ticket on an existing message, Suptask will automatically populate the ticket description field with the content of the message. * **Set the Requester from the message author** \ When creating a ticket from a message, the author of the message will by default become the requester of the new ticket. This can help you as an Agent when you create a ticket on-behalf of a user. You can customize this behavioe from the [Account Settings](https://app.suptask.com/account/settings). {% hint style="info" %} All of these options can be combined to fully optimize & streamline the ticket submission process for your users. {% endhint %} *** ### What happens after a ticket is submitted? When a ticket is submitted it will be routed to the Inbox via the Form which it was submitted with. The Agents in the Inbox will be automatically notified via the Responder channel in Slack. The user who submitted the ticket will automatically be notified in Slack, just like a normal message, when there is an update on the ticket. A ticket that is submitted on behalf of a user, will notify both the user who submitted the ticket and the user who is the requester of the ticket. Any updates to the ticket will only be shared to the requester of the ticket. ### Learn more
Essentials for your daily workHow to optimize your daily work with Suptask/pages/ig0ls7Fi344Ma9hlMnFG
Working with ticketsHow to submit a ticket/pages/MkYI2uvYvJIZFHO4njTc
Setup & ConfigureInboxes/pages/gpG841sC2IoxKPphhsKo
# Agents: respond and manage tickets # Overview and manage tickets as an Agent Learn how to overview and track your tickets as an Agent **Suptask is available for all Agents** in the Slack workspace. As an Agent you can overview, track and manage your tickets both from the Suptask App in Slack and from the Suptask Web App. {% hint style="info" %} An Agent will have access to view and manage tickets that belong to the Inboxes where he is the member of the connected Responder channel. {% endhint %} {% embed url="" %} *** ### Choosing between Slack and the Web Both surfaces show the same tickets, and you can move between them at any time. * **Slack** is quickest for checking your queue and jumping into a ticket you are already discussing with your team. * **The Web** adds saved views, more columns, quick actions, auto-refresh and export, which is useful when you are working through a larger volume of tickets. *** ### Overview tickets in Slack 1. Open the **Suptask App** in the left side menu on Slack. 2. Press on the **Select filters** button to the right. 3. Select your desired filters, for example **My active requested tickets**. 4. The filtered tickets will be listed. 5. Open a ticket by pressing on **View**. 6. From here you can view, manage and reply on tickets. {% hint style="info" %} The Suptask App Home will automatically remember the last filter applied and save that for your next visit. {% endhint %} To view all details of a ticket in Slack, open the ticket and press the **View & Edit** action button. The ticket information is also visible in the right side menu. {% content-ref url="/pages/UuBAxNBeqLQnmKuTfvZ1" %} [Display Suptask in Slack](/working-with-tickets/essentials-for-your-daily-work/how-to-display-suptask-in-slack) {% endcontent-ref %} *** ### Overview tickets on the Web 1. Navigate to the [**Tickets overview**](https://app.suptask.com/tickets). * You can also reach it from the Suptask App Home in Slack by pressing **Open Web overview**. 2. Use **Filter** and **Customize Views** to change what tickets are listed and what columns to display, including your Custom Fields. 3. Open a ticket by pressing on the item in the list to view the details of the ticket. The Web overview also lets you save and share views, change assignee, priority and status directly from the list, keep the list updated with auto-refresh, and export your tickets to CSV or Excel. {% content-ref url="/pages/q2MPx0NOjI7ZWiwwJqe2" %} [Overview and track tickets](/working-with-tickets/overview-and-analytics/how-to-overview-and-find-your-tickets) {% endcontent-ref %} *** ### Manage tickets {% embed url="" %} Agents can edit and view details of a ticket, including assigning and changing the status. When a ticket is submitted, all the information on the Form is available for the Agent to review. {% hint style="info" %} Customize if the Agent controls (View & Edit, Assign etc) should be displayed in the channel where the ticket was submitted by toggling the option Visibility of the Agent controls in your Account settings {% endhint %} {% content-ref url="/pages/FktVNYMhs2xmToLtfHk0" %} [Responding to tickets](/working-with-tickets/for-agents-who-respond-and-manage-tickets/how-to-respond-and-manage-tickets) {% endcontent-ref %} *** ### Can't find the Suptask App in Slack? Try to search for *"Suptask"* in Slack and you should find the App if it is installed. You can make sure to always have Suptask visible in the left side menu on Slack by adding it as a favorite.\ Learn how to display Suptask in Slack # Responding to tickets Learn how Agents respond and manage tickets Submitted tickets are directed via the Form to the Responder channel of the Inbox. Agents gets access to submitted tickets by being a member of the Responder channel in Slack. They can work privately as a team to resolve tickets together, leaving both Private and Public replies on tickets. [Learn more on how the Inbox & Responder channel works.](/setup-and-configure/inboxes/how-to-use-suptask-inboxes#connect-with-a-responder-channel) ### How to reply on a ticket as an Agent {% embed url="" %} *** ### Public replies vs Internal comments Replies on tickets from Agents can either be: * **Public reply**\ The reply posted and visible for the Requester who submitted the ticket. * **Internal comment**\ The reply is internal and only visible to the team of Agents in the Inbox. This allow your team of Agents to cooperate on tickets without having to leave Slack. It is as easy as sending messages to each other in a message thread. This cooperation is empowered by the Responder channel that is connected to your Inbox, where Agents can send replies on the tickets directly in Slack. {% hint style="info" %} **By default, all replies from Agents are Public**. \ You can change the default behavior of Agent replies in the [Account settings](https://app.suptask.com/account/settings) using the *Default Agent replies visibility* option. {% endhint %} *** ### Agent replies: Public (default) This option is enabled by default, the replies on tickets in the Responder channel are by default Public and will be visible to the Requester. #### How to send a Private reply: 1. Open the ticket in the Responder channel. 2. When writing your message, make sure to add the 🔒 (:lock:) emoji at the beginning of the message. * This will mark the reply as being Private. 3. Send the message which will make it a Private reply on the ticket, only visible to the team of Agents in the Inbox.
#### How to send a Public reply: 1. Open the ticket in the Responder channel 2. Send your reply in the ticket message thread. 3. This reply will be Public by default and visible to other Agents in the same Inbox & Responder channel. *** ### Agent replies: Internal comments With this option selected, the default replies on tickets from Agents in the Responder channel are by default Internal comments, and not visible to the Requester. #### How to send a Private reply: Any message sent on a ticket with this option enabled will be Private by default. 1. Open the ticket in the Responder channel 2. Send your reply in the ticket message thread. 3. This reply will be Private by default and only visible to other Agents in the same Inbox & Responder channel. #### How to send a Public reply: 1. Open the ticket in the Responder channel 2. Send your reply in the ticket message thread, this reply will be Private until you make it Public. 3. Add the 🎺 (:trumpet:) reaction emoji on the message. See below on how to add the reaction emoji.

Configure your

4. This will push the message as a Public reply back to the requester(s). The message will look like this when it has been pushed as a Public reply:
#### How to find the 🎺 (:trumpet:) reaction emoji You can find the reaction emoji by hovering the mousepointer over the message you want to make Public.
From here you can search to find the emoji
#### Learn how to configure one-click emojis Get quick access to the :trumpet: trumpet and :ticket: ticket reaction emoji in your Slack client, by adjusting your preferences. {% content-ref url="/pages/DesOVhDZ2MUbEG1Biaab" %} [One-click emoji reactions](/working-with-tickets/essentials-for-your-daily-work/how-to-configure-one-click-emoji-reactions) {% endcontent-ref %} *** ### Replies with Approvers and Followers The replies for approvers and followers will always be Private by default, and not visible to the Requester of the ticket. They always need to need push their reply explicitly to become Public by following the [instructions for replies with Private visibility. ](/working-with-tickets/for-agents-who-respond-and-manage-tickets/how-to-respond-and-manage-tickets#how-to-send-a-public-reply-1) *** ### Withdraw a Public reply Accidentally sent a Public reply? You can withdraw a Public reply, making sure it is no longer visible to the Requester. #### How to withdraw a Public reply: 1. Open the ticket in the Responder channel. 2. Identify the Public reply message you want to withdraw, to make it Private and not visible to the Requester. 3. Edit the message 1. If your replies are Private by default: add the 🎺 (:trumpet:) [reaction emoji on the message](/working-with-tickets/for-agents-who-respond-and-manage-tickets/how-to-respond-and-manage-tickets#how-to-send-a-public-reply-1). 2. If your replies are Public by default: add the 🔒 (:lock:) emoji in the beginning of the message. 4. This will change the message from Public to Private, where the Requester will no longer see it on the ticket. *** ### Add additional users to a ticket You can easily add additional users to a ticket in order for them to receive notifications from the ticket. This can be done by simply tagging the user in the ticket message thread, which will make Slack send notifications about ticket updates to this user #### Example: ``` @Ben I'll include you in this ticket ``` You can also make use of the [Followers](/working-with-tickets/for-agents-who-respond-and-manage-tickets/how-to-add-and-manage-followers-on-tickets) feature if the users you want to add are not Agents. *** ## Impersonation of Agent users When agents reply to tickets through the Inbox Responder channel, their messages can appear with their own Slack profile picture and display name - rather than coming from the Suptask app. With Agent Impersonation enabled, each Agent's replies are sent as themselves, so end-users see exactly who is helping them. This creates a more human support experience: users know who they're talking to, trust builds faster, and conversations feel more natural. #### How to Enable Agent Impersonation 1. Navigate to your [Inboxes](https://app.suptask.com/inboxes) in Suptask 2. Open the Inbox you want to configure 3. Go to **Settings → Agents** 4. Enable the **Impersonate the Agent user** option > **Note:** A re-authentication of the Suptask app may be required for the feature to take effect. If replies are still appearing under the generic account after enabling the setting, re-authenticate the Suptask Slack app and try again. # Ticket handoff and submit on behalf Submit on behalf of users and handoff the ticket creation Tickets can be submitted on behalf of another user, by applying a different Requester then yourself when you create the ticket. In combination with the handoff feature, Agents can easily create tickets efficiently for all sorts of requests. ### Creating a ticket on behalf of another user {% embed url="" %} You can create a ticket on behalf of another user, by changing the requester of the ticket before it is submitted. This is available from the Create a ticket dialogue. When you as an Agent create a ticket from another User's message, it can automatically set the message author as the default Requester of a ticket. {% hint style="info" %} You can configure this behavior using the option Message author as Requester in your [Account settings](https://app.suptask.com/account/settings). {% endhint %} *** ### Ticket Handoff The handoff feature allows you as an Agent to create the ticket without having to fill in all of the fields. Instead Suptask will automatically notify the Requester user after the ticket has been created, and allow them to enter all missing fields. Every ticket that is waiting for additional information from the Requester using the handoff feature, will be marked with the :question: emoji until the information has been entered.

Enabled Handoff during the ticket submission.

The Requester will be notified in the ticket thread

*** ### Changing the requester on a ticket Agents have the option to change the Requester from one user to another on tickets that are not submitted privately. The Requester can be changed by editing the ticket and changing Requester by selecting another users in the selection list. # Routing with Move & Escalate Learn how to move a ticket to another Inbox ### Overview Tickets can be moved by Agents from the origin Inbox to another Inbox. There are several benefits of using the Move & Escalate feature: * Move the ticket as it was submitted to the wrong Inbox * Move the ticket to another team Inbox as it needs to be escalated * Contain the replies on the ticket for the new team to review * Create a new ticket and reference it automatically to the origin ticket ### How to Move & Escalate a ticket

On a ticket, select the More Options (...) button
to access Move & Escalate

1. As an Agent, open a ticket. 2. Press on the More options action button (with the three dots). 3. Select **Move & Escalate**. 4. Select what Inbox to move the ticket to. 1. Fields from your original Form to the new selected one will be auto-mapped. Any mismatches will be highlighted. 5. Confirm by pressing **Submit**. The original ticket will automatically be set to Closed. Both tickets will contain references between the tickets, making it is easy to retrieve the context from any of the tickets. *** ### Move a Public Ticket to Private #### Overview When a sensitive topic comes in through a public channel, you can move the ticket into a private DM - keeping the conversation discreet without any manual workarounds. This is useful for situations such as HR requests, personal issues, or any topic that shouldn't remain visible in a shared channel. *** #### How to Move a Ticket to Private 1. Open the ticket in Slack 2. Select the **More options** menu (three dots **···**) 3. Click **Move & Escalate** 4. Choose to the Form which is configured to be Private The ticket will be routed out of the public channel and into a private conversation with the Requester. {% hint style="info" %} Requesters can still submit tickets through any public channel. You can move the ticket private at any point after it has been created. {% endhint %} # Templated answers with Canned Replies Learn how to manage recurring questions with Canned replies ### Overview Canned Replies can be used to send pre-defined answers on recurring questions, without having to type the same answer over and over for different tickets. It can save you time writing the answer every time a ticket comes in with the same question, making your work as an Agent easier. Canned Replies are stored per Inbox, which means that you can have different replies for different Inboxes. This can help you have different replies for the different teams that are using Suptask. *** ### How to send a Canned Reply As an Agent, you can send a Canned Reply by pressing on **More Options** or "..." on a ticket, and then selecting **Canned Reply:** From here you can choose to **Select reply** on this Inbox that you would like to send. By selecting a Canned Reply, you will get a preview of the message which you can send by using the **Send reply** button. *** ### How to configure Canned Replies **Canned Replies are configured per Inbox** from the Responder channel which is connected to your Inbox. You can initiate the configuration by typing the following message in the Responder channel in Slack: `/suptask canned` This will present you with three options to manage your Canned Replies: * **Add** - Add a new Canned Reply * **Edit** - Edit an existing Canned Reply * **Delete** - Delete an existing Canned Reply After you have added your first Canned Reply, it will be available on all tickets in the associated Inbox. # Automatic ticket creation Learn how to create tickets automatically from new messages ### Overview Tickets can be created automatically from any message sent in a channel. Any user or other Slack app in the channel who sends a message will automatically get a ticket out from that message. This can optimize your ticketing creation, achieving faster ticket submissions and avoiding manual steps. ### Enable automatic of tickets To set up automatic creation of tickets, configure a form in your Inbox using the form type **Auto Creation of Tickets in Slack Channels**. * Select the channel in which the automatic creation will be enabled. There can only be one Form configured for each channel where tickets are accepted to be automatically created in. * The Form with automatic creation can have multiple custom Fields, but they will be optional by default and can not be Required due to the fact that the user will not be prompted to fill in these fields. Agents can still fill in these Fields after the ticket has been created. [Learn more about Auto creation of Tickets in Slack Channels](/working-with-tickets/for-users-who-submit-tickets/how-to-create-a-ticket#create-a-ticket-automatically-from-a-new-message) *** ### Automatic creation from other Slack Apps & Bots Suptask will allow you to have tickets created by other Slack apps and bots that are sending messages in channels where such Inbox form has been configured. This can empower you to integrate automatic ticket creation based on triggers from other Slack apps, directly in your Slack workspace. #### **Example** When an alerting app sends a message in a channel, you would want to have a ticket created automatically by Suptask, in order to track the remediation of the alert the alert. {% content-ref url="/pages/xzp2WBZUGYEW9MpKuI5c" %} [Integrate with other Slack Apps](/integrations-automations-and-workflows/integration-guides/how-to-automate-and-integrate-suptask-with-other-slack-apps) {% endcontent-ref %} # Approvals Learn how to request and manage approvals in Suptask ### Overview Approvals can easily be handled within your tickets, empowering you to request approvals from any person within your organization. Approvals extends the capabilities in your Suptask ticketing system, making it possible to cover additional use cases within your daily work which requires approvals from outside your team of agents. {% hint style="success" %} **For example**\ Approvals can be used to confirm a purchase from a manager, have your Legal department review a request or confirm the setup of a new account between several parties. {% endhint %} *** ### How to request an ad-hoc approval {% embed url="" %} An Agent of the ticket can request approval for any ticket that is currently active.\ \ There can be one or many approval requests sent within the same ticket. This allows you to request different approvals from different parties. \ \ Every approval request can be sent to one or many users within your Slack workspace. Within every approval request sent, you will be able to track who have accepted or rejected your request, and the overview of replies from your approvers. *** ### How to request approvals automatically
Approvals can be requested automatically using [Automations](/integrations-automations-and-workflows/how-to-set-up-automation-rules). There are two types of automatic approvals that can be requested: * **Sequential approvals**: Approval requests follow sequential order and require approval from each user. A single rejection stops the process and prevents the request from reaching subsequent users. * **Flexible approvals**: Approval requests are sent to all approvers simultaneously and require approval from everyone. A single rejection denies the entire request. You can trigger approvals on a ticket submission for a specific Form or Inbox. For example when a user is requesting access to a new system, you could have a form named *"Access request"*, which triggers an approval sequence. The approvals are tracked and stored within the ticket, making it easy to audit for historic changes. *** ### How to approve a request

Example on how an approval request can look

When an approval request is sent to a user, that user will receive an automatic notification from Suptask in Slack. \ \ Every approval request includes the options for the approver to either **Accept**, or **Reject** the approval request. \ \ The approver receives access to read the content and the replies sent in the ticket. This makes it easy for the approver to understand the context of the approval request.\ \ The approver can reply within the ticket, making it possible to chat with the parties of the tickets in case there is any follow up questions or clarifications required. \ \ As an approver you can select to **Unfollow** the ticket whenever you are done with your approval request. After you have unfollowed a ticket, you will no longer receive any updates on it nor will you be able to send any replies to the ticket. *** ### Audit and Compliance Within a ticket you can send an Approval request to one or many parties. which is recorded in the ticket for audit and compliance. Every requests is saved inside of the ticket, including the specific approval request text. \ \ Any changes from approvers, such as changing their decision from approved to rejected, will be recorded and saved in the ticket. \ \ A summary of the current state of the Approval request is also recorded on the ticket, which makes it easy to track who have approved and who have rejected over a timeline. # Followers Learn how to add Followers to individual tickets ### Overview One of the useful features of our ticketing system is the ability to add additional users to follow and track tickets. This feature allows you to include individuals who are not part of your team of agents but possess expertise that may be required for specific tickets. By adding followers, you can bring in people with the necessary knowledge or skills to contribute to the resolution of a particular ticket. These followers have the ability to reply to and comment on tickets, providing their insights and suggestions. {% hint style="info" %} Followers do not have the authority to be assigned or manage any tickets like an Agent does. You do not need to add any followers to your Inbox, it can be any user in your Slack workspace. {% endhint %} *** ### How to add a follower as an Agent Agents can add one or many users as a follower from across the Slack workspace on any of their active tickets. 1. Open the ticket where you want to add followers 2. Press on the more options (three dots) action button ![](https://ucarecdn.com/38e7c0ee-35d3-4279-b541-123cd50d64fb/image.png) 1. Select **Add Followers** 2. Add the users you want to follow the ticket 3. Press on Submit. 4. The users will be automatically notified about the ticket. 5. Done! *** ### Following a ticket as a user A user who is added as a follower to a ticket, will automatically receive a message and a notification from Suptask. The user will be able to reply in the ticket, as well as read the replies and the content of the ticket. This makes it easy to communicate with all the parties of a ticket. The user can select to **Unfollow** the ticket, which will stop the user from seeing any updates on the ticket, as well as preventing the user to reply on the ticket. # Customer Satisfaction Score (CSAT) Learn how to send automatic CSAT surveys to users ### Overview Customer Satisfaction Score (CSAT) is a widely used metric to measure how satisfied customers & users are with a product, service, or support. It is typically gathered through survey asking respondents to rate their satisfaction after the interaction is completed The CSAT satisfaction score is often used as a metric or a KPI which can be reported on regularly. ### How to use CSAT with Suptask Suptask can automatically send out a CSAT survey when a Ticket is Closed, to survey the user about their ticketing experience. The CSAT feature is enabled per Inbox in Suptask. {% hint style="info" %} CSAT is available for early access. Contact [Suptask Support](/getting-started/contact-support) to enable CSAT for your Inbox. {% endhint %} *** ### CSAT surveys to users Users who have submitted a ticket will receive an automatic CSAT survey as soon as the Ticket status is changed to Closed. The survey is a part of the Ticket message thread. The CSAT survey allow for an additional comment to be added as feedback, which can be visible for Agents later when analyzing tickets #### Example of a CSAT survey
*** ### Analyze CSAT results Use the dedicated CSAT dashboard which provides a high-level view of the CSAT satisfaction score for a timespan of your choice. The dashboard is interactive, allowing you to drilldown into the grouped score to identify what Tickets that received a certain score. For example, drilldown into all Tickets that received a score of 1 to view the details including any CSAT comment feedback.
# Delete tickets Learn how to Delete and Archive tickets You can delete tickets from the Tickets overview by selecting the three dots (More options) icon, and then Delete ticket.
{% hint style="warning" %} Be aware that deleting tickets is a irreversible operation. {% endhint %} # Task and Todo lists Track tasks and todo's with and within tickets ### Task lists within a ticket You can create effective task lists within a submitted ticket by utilizing custom fields within your form. 1. Create a new custom field with the field type *Single-selection field* 2. In the field, add the following values: *Completed* and *Not completed* 3. Name the task to *Task 1* Add as many Task-fields as required. You can also adjust the values based on your needs. Next, add the fields to the Form and make sure to enable the option *Only for Agents* on the field in the Form, making sure the fields are only visible to Agents These fields allow Agents to quickly assess the status of various tasks associated with a ticket. By configuring these fields on the Form and making them visible only to the agent, you ensure a streamlined workflow where agents can update and track task progress without cluttering the end-user view. {% hint style="info" %} **Pro tip:** Set the field requirement on the form to "Required on close", which can force the Agents to fill in the field before being able to close the ticket. {% endhint %} *** ### Recurring tasks Do you have recurring tasks that happen daily or weekly? Suptask allow you to manage these by utilizing the integration with Slack Workflows. Slack Workflow will trigger the task on a set frequency (daily, weekly etc) and Suptask will pick up the task from the channel and turn it into a ticket. Creating a recurring ticket for your task based on the set frequency. #### How to set up recurring tasks with Suptask 1. Set up Suptask to enable automatic creation: [automatic ticket creation to Suptask using Slack Workflows](/integrations-automations-and-workflows/integration-guides/how-to-use-slack-workflows#prerequisites) 1. Only set up the first part related to the Suptask configuration. 2. Head over to Slack and configure a new Slack Workflow 3. Select the trigger **On a schedule** 4. Select the **Frequency** that you would like to have on your task.
5. Now configure the second step of your Workflow to send the message to the configured channel in Suptask that is used for the Automatic ticket creation (from Step 1)
6. You can choose to [map any fields](/integrations-automations-and-workflows/integration-guides/how-to-use-slack-workflows#field-mapping-and-validation) between the Workflow and the Suptask ticket 7. Done! # Impersonation # Users: submit tickets # How to submit a ticket Learn how to submit tickets with Suptask Suptask provides multiple methods for submitting tickets, catering to various user preferences and workflows. This article offers a comprehensive overview of all available ticket creation features. Through detailed guides and instructional videos, you will gain a solid understanding of how to effectively interact with Suptask's ticketing system. ### Create a ticket using message shortcuts {% embed url="" %} Message shortcuts are available and can be used on all sent messages everywhere in Slack, including channels, direct messages (DM) and any private group. #### How to submit a ticket with the message shortcut: 1. Move your mouse over the desired message to create a ticket from. 2. Press on the three dots within the context action menu to the right. See example screenshot below. 3. Select **Create a ticket** (Suptask)\ If you do not see this option, select *More message shortcuts...* to list additional shortcuts. 4. Suptask will guide you through the process of creating the ticket. 5. Done! ![](https://ucarecdn.com/9015b58a-4660-4f8a-a49a-a4b8bc7edb6e/create_from_shortcut.jpg) *** ### Create a ticket from messages using the ticket 🎫 reaction emoji {% embed url="" %} Suptask can submit a ticket from an existing message by adding the ticket 🎫 reaction emoji on top of the message. #### How to submit a ticket with the ticket 🎫 reaction emoji: 1. On a sent message, **add a reaction emoji** by hovering over the message to display the small section with action icons in it. 2. Select the **ticket** 🎫 **reaction emoji** (:ticket: 🎫) 3. Suptask will **automatically identify this emoji as the trigger** to create a new ticket 4. Suptask will guide you through the process of creating the ticket. 1. In a channel or group chat you will need to invite the Suptask App to the channel . 2. In a Direct Messages (DM) you might need to give Suptask extended permissions. 5. Done! {% hint style="info" %} We recommend you to [customize your reaction emojis in Slack](https://support.suptask.com/en/getting-started/how-to-configure-one-click-emoji-reactions) in order to have quick access to submitting tickets from messages. {% endhint %} *** ### Create a new ticket with slash command {% embed url="" %} 1. Type **/suptask, /request, /helpdesk, /support or /ticket** to initiate the ticket creation. 2. Select the Form you want to use when submitting your ticket 3. Fill in the form fields and submit the ticket. 4. Done! Your ticket has been created *** ### Create a ticket from Suptask App home in Slack {% embed url="" %} 1. **Open the Suptask App in Slack** from the left-side menu * Search for "Suptask" in Slack if you can not find it in the left-side menu. 2. Click on the **Create a new ticket** action button. 3. Select where you want to create the ticket and to with what **Form**. 4. Fill in the **form fields** and submit the ticket. 5. Done {% hint style="info" %} [How to display Suptask in Slack](https://support.suptask.com/en/getting-started/how-to-display-suptask-in-slack) {% endhint %} *** ### Create a ticket in Direct Messages (DM) {% embed url="" %} You can create tickets in Direct Messages (DM) using [several creation methods](/working-with-tickets/ticket-submission) from Suptask. In order to use the ticket 🎫 reaction emoji to create tickets from messages in Direct Messages (DM), you might need to grant Suptask extended permissions. {% hint style="warning" %} Each user can grant these permissions by [navigating here](https://app.suptask.com/public/auth-dm) and it is only required once. {% endhint %} *** ### Create a ticket from Email The Email-to-Slack ticketing integration allow users to submit tickets by sending an email, which is automatically converted to a reply inside of the ticket thread in Slack. To submit a ticket via email, simply send an email to the email address you have configured for the Email-to-Slack integration. [Learn more about the Email-to-Slack integration](/integrations-automations-and-workflows/email-ticketing-setup/email-to-slack-ticketing) *** ### Create a ticket automatically from a new message Automatic ticket creation enables every message in a channel to be submitted as a ticket automatically. Post a message in the channel where the automatic ticket creation have been enabled and Suptask will automatically submit the ticket while the message will be populated into the Description field. [Learn more about automatic ticket creation](/working-with-tickets/for-agents-who-respond-and-manage-tickets/how-to-automatically-create-tickets-from-new-messages) *** ### Troubleshooting #### Nothing happens when I try to use the ticket 🎫 reaction emoji in a channel or group? Make sure that the Suptask App is invited to the channel or group that you are in. You can confirm this by writing the following message in Slack: `/invite @Suptask` *** ### Learn more Here are other useful articles to enhance your ticketing experience with Suptask. {% content-ref url="/pages/DesOVhDZ2MUbEG1Biaab" %} [One-click emoji reactions](/working-with-tickets/essentials-for-your-daily-work/how-to-configure-one-click-emoji-reactions) {% endcontent-ref %} # Overview your tickets as a user Learn how to overview and track your tickets as a User **Suptask is available for all users** in the Slack workspace. You can overview and track the tickets you have submitted directly from the Suptask App in Slack. For the majority of use cases, the Suptask App in Slack is all you need to track and overview your tickets. {% hint style="info" %} Users will only be able to overview the tickets they have access to, such as the tickets that they have submitted. {% endhint %} *** ### Overview your tickets in Slack {% embed url="" %} 1. Open the **Suptask App** in the left side menu on Slack. 2. The default filter will show all the tickets your user have submitted. 1. To change the filter, press on the **Select filters** button to the right. 2. Select your desired filters, for example **My active requested tickets**. 3. The filter will be automatically applied on the overview. 4. Select any of the available tickets to view and reply. {% hint style="info" %} The Suptask App Home will automatically remember the last filter applied and save that for your next visit. {% endhint %} *** ### Overview your tickets on the Web If you prefer to use a web browser, you can also track your tickets in the [Suptask Web App](https://app.suptask.com/tickets). * You see the tickets you have submitted. * You can open a ticket to view its details and follow the conversation. * Changing fields such as assignee, priority and status is done by the Agents handling your ticket. To reply on a ticket, use the message thread in Slack. {% content-ref url="/pages/q2MPx0NOjI7ZWiwwJqe2" %} [Overview and track tickets](/working-with-tickets/overview-and-analytics/how-to-overview-and-find-your-tickets) {% endcontent-ref %} *** ### Can't find the Suptask App in Slack? Try to search for *"Suptask"* in Slack and you should find the App if it is installed. You can make sure to always have Suptask visible in the left side menu on Slack by adding it as a favorite.
{% content-ref url="/pages/8j9vFoXuGySGuKa3on2y" %} [How to search for tickets](/working-with-tickets/essentials-for-your-daily-work/how-to-search-for-tickets) {% endcontent-ref %} {% content-ref url="/pages/UuBAxNBeqLQnmKuTfvZ1" %} [Display Suptask in Slack](/working-with-tickets/essentials-for-your-daily-work/how-to-display-suptask-in-slack) {% endcontent-ref %} # Anonymous Ticket Submission Anonymous Ticket Submission with Suptask and Slack Workflows Anonymous ticket submissions can help you to have your user submit tickets without revealing their identity, which can be used for features such as whistleblowers. ### How to set up Anonymous Ticket Submission #### 1. Slack Workflow Setup (Channel A) * In Slack, set up a **Workflow Builder** in a public or private *Channel A*. * Include a **button** (or shortcut) that triggers a **form** prompting users for details (e.g., issue description). * Once submitted, the form posts the content as a **message into a private Channel B**. This hides the identity of the user by design. #### 2. Private Channel B for Ticket Intake * Channel B should be restricted so only agents or admins see the content. * Users of Channel B will not know who initiated the request—only the text from Channel A is visible. #### 3. Suptask Auto‑Creation of Tickets * Configure Suptask with an Inbox and a Form designed for [automatic ticket creation](/working-with-tickets/for-users-who-submit-tickets/how-to-create-a-ticket#create-a-ticket-automatically-from-a-new-message). * Enable Auto Creation from new messages in Slack Channels for Channel B by selecting the special Form type **Auto Creation of Tickets in Slack Channels** * Every message posted into Channel B (regardless of sender identity) triggers Suptask to **create a ticket**, using the message content as the ticket description. No user name or identity is captured. #### 4. Result: Anonymous Ticket Flow * End‑users submit through Channel A. * Channel B receives the anonymized message. * Suptask automatically creates a ticket using that content. * Agents handle tickets via Suptask - not exposed to requester identity. # Overview & Analytics # Overview and track tickets Learn how to overview and track tickets
Working with ticketsOverview tickets as an Agent/pages/RJJbk9j0xTnIBayvXVgG

Working with tickets

Overview tickets as a User/pages/1Qgr3UvAQHm1AtYdIrPI
The Tickets overview on the Web gives you a full list view of your tickets, with filters, columns, saved views and actions that go beyond what is available in the Suptask App in Slack. Agents use it to work through larger volumes of tickets, change fields directly from the list and export ticket data. Users can open it to track the tickets they have submitted. {% hint style="info" %} Looking for how to overview tickets in Slack? See the guides for [Agents](/working-with-tickets/for-agents-who-respond-and-manage-tickets/overview-and-manage-tickets-as-an-agent) and [Users](/working-with-tickets/for-users-who-submit-tickets/overview-your-tickets-as-a-user). {% endhint %} *** ### Tickets Overview in Slack
1. Open **Suptask App** on the left side menu on Slack 2. The default filter will adtop automatically if your an Agent or a User. 1. Users will see all their submitted tickets 2. Agents will see all the unassigned tickets, or the tickets assigned to them. 3. Change what tickets you overview 1. To change the filter, press on **Select filters** button to the right 2. Select your desired filters e.g **My active requested tickets** 4. The filter will be automatically applied on the overview. 5. Select any of the available tickets to view, manage and reply. {% hint style="info" %} The Suptask App Home will automatically remember the last filter applied and save that for your next visit. {% endhint %} *** ### Tickets Overview in the Web 1. Navigate to the [**Tickets overview**](https://app.suptask.com/tickets) in the Suptask Web App. * You can also reach it from the Suptask App Home in the left side menu in Slack, by pressing **Open Web overview**. 2. The list displays the tickets you have access to. 3. Use **Filter** and **Customize Views** to change what tickets are listed and what columns are displayed.
*** ### What Users see on the Web Users (non-Agents) have access to the Tickets overview, but with a limited, read-only view. * You see only the tickets you have submitted. * You can open a ticket to read its details and follow the conversation. * You cannot change the assignee, priority or status, and the Agent actions described further down in this article are not available. {% hint style="info" %} The screenshots in the rest of this article show the Agent view. If you are a User, some of the controls shown will not appear for you. {% endhint %} *** ### Filters and columns You can control both what tickets are listed and what information is displayed about them. * **Filters**\ Apply filters to display only the tickets matching your criteria, such as status, assignee, form or Inbox. This includes your Custom Fields. * **Columns**\ Select what columns to display based on the fields of your tickets, including all your Custom Fields. This lets you get the ticket information you need visible directly in the list. * **Date range**\ Limit the list to a time period, such as the last 30 days. *** ### Saved views You can save a combination of filters and columns as a preset view, allowing you to quickly toggle between views and find the tickets you are looking for. 1. Set up the filters and columns you want. 2. Save the configuration as a view. 3. Switch between your saved views from the Tickets overview. {% hint style="info" %} Tips\ \ Set up a view for Unassigned tickets to quickly identify what tickets that have not yet received an Assignee.\ Other useful views to create:\ \- Tickets that are missing a reply\ \- Tickets for a specific Form\ \- Tickets assigned to you {% endhint %} *** ### Sharing a view From the Tickets overview you can share a link with the applied filter of the current view. This allows you to send a certain filtered view to other Agents.

On the Tickets page, share a filtered view by pressing on the share icon

*** ### Open a ticket 1. Click on any ticket line item in the overview. 2. The side sheet will open. 3. From the side sheet you can view all details of the ticket. 4. Select **Conversations** to track all replies on the ticket. {% content-ref url="/pages/FktVNYMhs2xmToLtfHk0" %} [Responding to tickets](/working-with-tickets/for-agents-who-respond-and-manage-tickets/how-to-respond-and-manage-tickets) {% endcontent-ref %} *** ### Quick actions Quick actions let Agents change the most common ticket fields directly from the list, without opening the ticket. 1. In the Tickets overview, find the ticket you want to update. 2. Click the field you want to change directly on the ticket row. 3. Select the new value. The change is applied immediately and is visible to everyone following the ticket. Quick actions are available for: * **Assignee** * **Priority** * **Status** {% hint style="info" %} Quick actions are available to Agents only, and only in the Web overview. In the Suptask App in Slack you need to open the ticket to change these fields. {% endhint %}
*** ### Auto-refresh Auto-refresh keeps the Tickets overview up to date while you work, so you do not have to reload the page to see new activity. When enabled, the overview refreshes every 30 seconds within your current filter, highlights new tickets and replies, and sorts by the **Updated** column so the latest activity stays on top. Open the refresh icon in the top right corner of the Tickets overview to choose how it should behave: * **Disabled**\ The overview only updates when you reload the page. * **Enabled**\ Applies updates immediately, adding new tickets and replies to the list as they arrive. * **Enabled with notifications**\ Notifies you when there are updates available and lets you decide when to apply them.
{% hint style="info" %} Choose Enabled with notifications if you want the list to stay stable while you are working through it, and Enabled if you are monitoring an incoming queue. {% endhint %} {% hint style="warning" %} Auto-refresh is only available in the Web overview. The Suptask App in Slack updates the ticket list when you reopen it. {% endhint %} *** ### Export to CSV and Excel You can export your tickets directly from the Tickets overview, for reporting, sharing with stakeholders outside of Suptask, or archiving. 1. Set up the filters and columns for the tickets you want to export. 2. Press **Export** in the Tickets overview. 3. Select **CSV** or **Excel**. 4. The file is downloaded to your computer. The export follows the current view, so the tickets and the ticket information included in the file match what you see in the list. {% hint style="info" %} Need exports on a schedule, or into another system? Use Reports for recurring reports, or the Export API to export data programmatically. {% endhint %} {% content-ref url="/pages/bqNaJXuX30zn8c31N3gr" %} [Reports](/working-with-tickets/overview-and-analytics/reports) {% endcontent-ref %} {% content-ref url="/pages/3VBGRGHHJTB8kXkuUv7k" %} [Export API](/integrations-automations-and-workflows/integration-guides/export-api) {% endcontent-ref %} *** ### Can't find the Suptask App in Slack? Try to search for *"Suptask"* in Slack and you should find the App if it is installed. You can make sure to always have Suptask visible in the left side menu on Slack by adding it as a favorite. \ [Learn how to display Suptask in Slack](/working-with-tickets/essentials-for-your-daily-work/how-to-display-suptask-in-slack) # Dashboard Analytics Learn how to analyze your ticketing with the Dashboard
### Overview The Dashboard provides a high-level overview of your ticketing process within Suptask, where vital Key Performance Indicators (KPI) are available. Every account comes with a number of dashboards that they can switch between, such as: * **Default** - Overview of several dimensions in one Dashboard * **Top 25 Organizations** - Interactive dashboard to drilldown into Organizations * **Top 25 Requesters** - Interactive dashboard to drilldown into Requesters {% embed url="" %} *** ### Filtering Every dashboard can be filtered to further drilldown into your ticketing data. The filters are automatically applied to all the visibile widgets unless stated differently in the widget. All filters can be combined, and each filter can have multiple values to achieve highest flexibility. **The filters available:** * **Inbox Responder channel**\ The Responder channel connected to the Inbox which the ticket belongs to. * **Form**\ The Form which the ticket was submitted with. * **Assignee**\ The Assigned Agent on the ticket. *** ### Widgets The dashboard includes multiple widgets that makes it possible to overview different dimensions of the ticketing process. Here are a set of examples on the widgets that are available on the Dashboard: * **Created & Closed tickets** - Tickets that are moved to a Closed status. * **Active tickets** - Tickets that are created and being worked on in the various statuses. * **Mean time to first reply** - The mean time it takes to give the first reply on tickets. * **Mean time to resolution** - The mean time it takes to resolve tickets. * **Top 10 assignees** - Assignees who handles the most tickets. * **Top 10 requesters** - The users who submits the most tickets. * **Top 10 Organizations** - The organizations (such as departments, teams or customers) who submits the most tickets.
*** ### Date and Time selection Use the **date and time selector** at the top of the Dashboard to select what timespan to look at across all the widgets. This allow you to both filter on relative timespans, as well as absolute timespans.

The date and time selector

*** ### Interactive Dashboards Interactive dashboards empowers you to click on widget elements to further drilldown into the data. This can help you to identify tickets from specific data dimensions in widgets, which will automatically be filtered out as you interactively click to look closer into the data. #### Example of dashboards that are interactive: * Top 25 Organizations * Top 25 Requesters * CSAT *** ### Exporting data Every widget can have its data exported to a number of file formats including CSV, Excel and JSON. You can export data for the widget by pressing on the "..." action button icon in the top right corner of the widget:
*** ### Custom Dashboards You can have Custom Dashboards that can contain any metric, dimension of data or widget that you would like to have. The Custom Dashboards are set up by Suptask Support and built together based on Your requirements. Custom Dashboard will be visible in the list of dashboards when they are available on the account. {% hint style="info" %} Please contact [Suptask Support](/getting-started/contact-support) to learn more and set up your Custom Dashboard. {% endhint %} *** ### Learn more To overview, filter and view the detailed data across your tickets, use the Tickets Web overview: {% content-ref url="/pages/q2MPx0NOjI7ZWiwwJqe2" %} [Overview and track tickets](/working-with-tickets/overview-and-analytics/how-to-overview-and-find-your-tickets) {% endcontent-ref %} # Reports Learn more how to set up recurring reports ### Overview Recurring reports contains statistics and data about all your tickets within Suptask. It enables you to continuously retrieve data on tickets to perform your own calculations and visualizations. As the reports are delivered in a raw format using Comma Separated Values (CSV), it is very easy for anyone to feed this data into a spreadsheet application like Excel, or to a separate Business Intelligence (BI) reporting tool. Reports are delivered via email and can be sent to multiple recipients. *** ### Here is how to set up reports 1. Log in to your Suptask account. 2. In Account Settings, navigate to [**Reports**](https://app.suptask.com/account/reports). 3. Activate the **Enable report delivery** checkbox 4. Select the email delivery day and time * Be aware that the timezone is UTC. 5. Enter the **email addresses of the recipients** who will all receive the report email. 6. Done! {% hint style="info" %} The email contains a download link which is valid for 7 days. {% endhint %} *** ### Troubleshooting If you are not receiving your reports, they are very likely being blocked by a email protection service (such as the built in spam filter). Here is what you can do in on your email account to help receive the emails: * Make sure to check your junk and spam folder in your email client. * Mark the email from Suptask as not being spam or junk. * Whitelist the email domain **suptask.com** to avoid emails being blocked. *** ## How to Open and Interpret a CSV File in Microsoft Excel When you open a CSV file in Excel, sometimes the data does not display correctly, for example, special characters might appear garbled, or the content might all appear in one column.\ This often happens because Excel guesses the file’s encoding or delimiter incorrectly. Below are **two recommended methods** to correctly interpret a CSV file in Microsoft Excel. *** #### **Alternative 1: Using Excel's Text-to-Columns Feature** This method works if you have already opened the CSV in Excel and see all data in a single column. 1. **Open the CSV in Excel** (or paste its contents into a worksheet). 2. Select the column containing the combined data. 3. Go to the **Data** tab in the Excel ribbon. 4. Click **Text to Columns**. 5. In the wizard: * Choose **Delimited** and click **Next**. * Select the delimiter used in your file (usually **Comma**).\ *(You can also check “Tab” or “Semicolon” if your file uses those instead.)* * Click **Next**, then choose the correct **Column Data Format** (often **General** or **Text**). 6. Click **Finish**.\ Your data should now be split into columns correctly. *** #### **Alternative 2: Using Power Query (Recommended for UTF-8 Files)** This method is ideal when: * The CSV contains special characters (like accented letters or symbols) * You want to load the data into a structured Excel table, ready for filtering and pivoting. 1. **Download the CSV file** from its source. 2. **Open a blank Excel workbook** (do not open the CSV directly). 3. Go to the **Data** tab. 4. Click **Get Data** → **From File** → **From Text/CSV**. 5. Navigate to the downloaded file and select it. 6. In the **Preview** window: * Ensure **File Origin** is set to **65001: Unicode (UTF-8)**. * Verify the data preview shows the correct characters and column separation. 7. Click **Load**.\ The data will be imported into a formatted Excel table, perfect for filtering, sorting, and creating pivot tables. *** ### Learn more Ticket data can also be exported via the API, to empower automatic integration export. {% content-ref url="/pages/Xi7GPDTKvi3PzfCUsYmE" %} [Suptask API](/integrations-automations-and-workflows/integration-guides/api) {% endcontent-ref %} # Performance & Service Level Agreements (SLA) Track your performance KPIs in accordance to your Service Level Agreement (SLA) # Service Level Agreements (SLA) Send automatic reminders when tickets break a threshold ### Overview {% hint style="info" %} Contact [Suptask Support](/getting-started/contact-support) to get access and set up SLAs on your account. {% endhint %} Service Level Agreements (SLA) enables you to define how Agents should work with tickets in order to provide a good experience to requesters. This is done by defining certain thresholds that are applied to your Inbox, where tickets need to comply by these thresholds. Agents will automatically be notified about potential or executed breaches, making it easier to stay on top of your tickets. *** ### SLA rules and thresholds * **Priority levels**: Define what Priority levels the SLA rule should be applied on. None, or Low, Medium, High, Critical * **Resolution time**: Time it takes to move a ticket to Closed (Solved). Calculated from when the ticket is created to when it is closed. * **Reply time**: Time it takes to send replies as an Agent (via the Responder channel) to Requesters. Calculated from the last reply. For the first reply, it is calculate from when the ticket was created. *** ### Breaches, escalations and notifications Tickets who are about to breach its SLA threshold, or faces a risk of doing so, can automatically notify Agents and other users. * **Send a notification prior to a threshold breach**: Define the time in minutes when the assigned Agent should be notified about a potential breach coming up. * **Send a notification when a threshold has been breached**: Define the time in minutes when the assigned Agent should be notified when a threshold has been breached. * **Send an escalation notification**: Select another user than the Agent who should be notified about the breach, for example the manager or team lead of the Agent team. #### Example breach notification in:

This message is sent in the ticket thread as a notification to the team and Assignee

#### Example escalation notification:

This summarized escalation message is sent to e.g a manager directly from Suptask

*** ### Example SLA configuration #### Priority thresholds An SLA breach will occur when a threshold is exceeded. | Priority | Reply time threshold | Resolution time threshold | | ------------ | -------------------- | ------------------------- | | **None** | 24 hours | 7 days | | **Low** | 12 hours | 4 days | | **Medium** | 8 hours | 2 days | | **High** | 4 hours | 1 day | | **Critical** | 1 hour | 12 hours | #### Ticket notifications Notifications are sent in the ticket targetting the assignee(s) when a threshold is breached. Optionally you can configure a reminder notification prior to a breach. | Notify before & after | Excluded statuses | Max Notifications | Notify every | | --------------------- | -------------------- | ----------------- | ------------ | | 30 min | Waiting for customer | 3 | Daily | #### Escalation notifications Escalations can be sent to any user of your choice. | Escalate after | Escalate to users | Excluded statuses | Max Notifications | Notify every | | -------------- | ----------------- | -------------------- | ----------------- | ------------ | | 1 day | Greg (Manager) | Waiting for customer | 3 | 6 hours | # Performance Metrics Track performance across your team and agents Suptask will help you keep a track of your team's performance by collecting metrics of different actions that are done on tickets. This enables you to review and analyze: * Performance for a specific Inbox * Responsiveness of a team of Agents, or a specific Agent * How fast your users are receiving help ... and much more with the help of the built-in Dashboards, Reports and the APIs. ### Default Performance Metrics Suptask is tracking a set of default metrics out of the box: * Time to Resolution = Total elapsed time from creation to closure of the ticket * Time to First Reply = The time from when a ticket was opened, until when the first reply from an Agent is sent (either from the Responder channel or from the Requester channel). These are available on tickets and in the collected statistics, with visibility on the Dashboard and in the CSV Report. *** ### Extended Performance Metrics {% hint style="warning" %} Extended Performance Metrics is available in the Custom plan and might come with an additional cost. {% endhint %} Suptask is built to track all aspects of your ticketing, helping you to understand different dimensions of the performance of ticket interactions. These extended metrics can be enabled per Inbox in order to be tracked: * **Actual Time to Resolution:** The actual resolution time that excludes selected statuses and business off-hours time. This requires [Agent Business Hours](/working-with-tickets/performance-and-service-level-agreements-sla/how-to-set-up-agent-work-hours) to be configured. * **Number of reopens**: Track the number of reopens on tickets. * **First assigned**: Track when a ticket is first assigned * **Number of reassignments**: Track the number of reassignments that occurs on tickets. * **SLA Breaches**: Times when a ticket is breached towards the defined SLA thresholds. *** ### Custom Resolution Tracking {% hint style="warning" %} Custom Resolution Tracking is available in the Custom plan and might come with an additional cost. {% endhint %} Suptask allows you to customize how your are tracking performance metrics, such as the Time to Resolution. By defining what ticket statuses you want to include or exclude from the time, you can achieve a custom calculated performance metric that is aligned according to your needs. #### Example of a custom Time to Resolution (MTTR): * Open - **Excluded** * Assigned - **Included**, start to calculate from when the ticket is Assigned. * In-Progress - **Included** * Escalated - **Included** * Waiting for customer - **Excluded,** stop calculating when the ticket is waiting for the customer. * Closed - Stop calculation. # Agent Business Hours Learn how to set up business and work hours for your Agents ### Overview {% hint style="info" %} To get started using work hours on your account, contact [Suptask Support](/getting-started/contact-support). {% endhint %} Inboxes can be set up with your Agent's default work hours, including the timezone they are in. With the business hours of your Agents, you can get accurate calculation of performance metrics and customize notifications to the work schedules of your Agents.
Each inbox can be configured with business hours for your Agents: * Start time * End time * Business days * Timezone * Weekday overrides ### Actual Time to resolution Every ticket is measured on how fast it is resolved by Agents. With business hours configured in the inbox, every ticket is calculated with the respect of the business hours. This improves accuracy of your metrics, where you can track the Actual Time To Resolution as it respects the business hours. # Essentials for Your daily work # Digest Summary Notifications Learn how Suptask can remind you about your tickets ### Overview Digest summary notifications are an efficient way to get an overview of your tickets, how many tickets you have and when the tickets were last updated. Suptask can send Users and Agents automatic summary notifications of their active tickets. Agents will also receive information about all tickets that are unassigned across their assigned Inboxes. The notifications is sent by Suptask in the morning of the user's defined timezone in Slack. *** ### Set up notifications The digest summary notifications are by default activated for Users and Agents. Any user in Slack can at anytime manage their notifications using the quick command that can be written in the message field in Slack in order to **setup or manage** their notifications: *`/suptask mysummary`* *** ### Manage your notifications Every user who have interacted with Suptask and have any active ticket can receive a notification from Suptask. Summary notifications can be customized by each user by selecting **Manage** on the sent summary message from Suptask: *** ### Customize your summary notifications Users can customize their summary notifications to receive them according to their requirements: * **Enable** or **Disable** notifications * Define what **weekdays** the message should be sent. * Select all your business days to receive notifications **daily**. * Select only one day to receive notifications **weekly**. # One-click emoji reactions Learn how to get quick access to reaction emojis ### Overview One-click emoji reactions allows your Slack workspace to show a set of easy accessible emoji reaction icons to be available for each of your users. We recommend that you configure your Slack workspace to make the following emoji's available as one-click emoji reactions: * Ticket (:ticket:) 🎫 * Trumpet (:trumpet:) 🎺 The **Ticket** 🎫(:ticket) emoji enables your users to create Suptask tickets while the **Trumpet** 🎺(:trumpet) emoji allow your Agents to send public replies back to the users that have access to the submitted ticket. {% hint style="info" %} **Example**\ Here is how the quick access to ticket can look like when setting up one-click emoji's ![](/files/FyJiC6viugWjrj6KUIXi) {% endhint %} *** ### Edit your user preferences To make One-click emoji's to be visible, users might need to perform the following steps in their Slack account: 1. Open the Slack client 2. Navigate to **Preferences** (click on your user image in the lower left corner in Slack) 3. Select **Messages & Media** 4. Scroll down to the **Emoji** section 5. Enable the option **Show one-click reactions on messages** 6. Use the **Custom** alternative and select the two emoji's: * Ticket (:ticket:) 🎫 * Trumpet (:trumpet:) 🎺 7. Done! *** ### Learn more Additional reading can be found from Slack: * [Learn more about one-click emoji's in Slack](https://slack.com/intl/en-gb/help/articles/202931348-Use-emoji-and-reactions#add-an-emoji-reaction) * [Learn more about how to manage one-click emoji's for your workspace](https://slack.com/intl/en-se/help/articles/360056881694-Manage-one-click-emoji-reactions-for-your-workspace-or-organization) # How to search for tickets Learn how to search for tickets in Slack ### Overview You can easily find any of your Suptask tickets within Slack. In Slack you will have access to search across the tickets you have access to in Suptask. An Agent who have access to Inbox A can only search and find tickets within Inbox A. {% embed url="" %} ### Use Slack's built-in search Use the search bar at the top of Slack, you can also type **⌘+G** on a Mac or **Ctrl+G** on Windows or Linux, in order to access it. *** ### Search for a Ticket ID All tickets that your users have access to will be searchable in Slack. Simply search for the Ticket ID with Slack search like this: ***#423*** *** ### Search for keywords in tickets You can search across all ticket comments and replies that your user have access to in Suptask. Simply enter any phrase in the Slack search and it will search across your tickets. *** ### Expanding searchable keywords In your [Account settings](https://app.suptask.com/account/settings) you can turn on these two options: * Publish submitted form fields in ticket thread * AI summary of closed tickets This allow you to be able to search for all the submitted Fields in the Form used by the ticket. Making it possible to get additional content seachable in Slack. Searching across the generated AI content where the Problem and Solution of a ticket is recorded will help you to build knowledge and easily search across all of this directly in Slack. ### # Display Suptask in Slack Learn how to display Suptask in the left menu in Slack ### Overview Having Suptask available in the left side menu on Slack makes it easy to access your tickets and other features that it offers. Suptask is a Slack App operating inside your Slack workspace. Make sure your Slack Workspace admin have installed Suptask App.**Add Slack to the left side menu in Slack:** 1. Search for "Suptask" by using Ctrl+K or CMD+K. \ As an alternative, you can navigate to the **Apps** section in the left side menu, press on **Add apps,** and then find Suptask. 2. Press on **Suptask** and it should automatically be added to your left side menu in Slack. 3. Select to **star** Suptask App to keep it in your favorite list. 4. Done!
{% hint style="info" %} Learn how to [star a channel, app or person in Slack](https://slack.com/intl/en-se/help/articles/201331016-Star-channels-and-direct-messages) {% endhint %}
# Broadcast & Announcements Broadcast messages and send announcements to Slack Channels ## Overview With our new **Announcement** feature, you can now broadcast messages directly to multiple Slack channels with just a few clicks. This is perfect for sharing: * 🚨 System outages or incident alerts * 📢 Product updates and news * ✅ Workflow or process changes *** ### Key Benefits * **Multi-channel Support**: Send one message to several Slack channels at once. * **Slack Connect**: Send messages to your customers that you support via Slack Connect. * **Custom Messaging**: Write a tailored announcement for your audience. * **Markdown Formatting**: Use Slack markdown to format your message with bold text, bullet points, links, and more. * **Easy channel selection**: Choose channels based on the Inbox and team (e.g. Customer Support, Engineering, or Ops). *** ### How to Send an Announcement 1. Initiate the announcement by typing `/suptask announce` from your Inbox Responder channel in Slack. 2. **Choose the inbox** the message should be sent from (e.g., Customer Support). 3. **Select one or more Slack channels** you want to send the announcement to. 4. **Write your message** in the editor using Slack markdown if desired. 5. **Click Preview** to review the message before sending. 6. **Hit “Send Announcement”** to broadcast the message instantly. *** ### Use Case Examples * **Product News**\ Share new features or improvements with customers in external Slack channels. * **Incident Updates**\ Keep internal teams informed during outages or service disruptions. * **Helpdesk Tips**\ Proactively send out how-tos or workflow changes to internal help desks. *** ### Example
*** For more help with formatting your announcement message, check out the [Slack markdown guide](https://slack.com/help/articles/202288908-Format-your-messages). # Introduction to Integrations Learn how to make use of integrations {% hint style="warning" %} Integrations are a part of the Custom subscription plan. Contact [Suptask Support](/getting-started/contact-support) to get started. {% endhint %} ### Overview Integrations can be used to optimize your workflow and make it more efficient when you are working with Suptask tickets in Slack. Suptask can integrate against any system of your choice, either using our native built-in connectors or using custom APIs and webhooks. {% hint style="info" %} Interested in a particular integration? Suptask has a [library of 300+ integrations](/integrations-automations-and-workflows/list-of-integrations) including custom APIs. {% endhint %} *** ### Use Cases Suptask integrations are set up together with your technical contact at Suptask. #### Integrations empowers several use cases such as: * Keep tickets up to date between Suptask and other ticket systems, such as **Zendesk** * Sync tickets and comments between issue trackers, such as **Gitlab** & **Github**. * Enrich tickets with customer data from CRM such as **Salesforce** or **HubSpot** * Push tickets to an external safe-storage for Audit & Compliance. * Transfer ticket data to an external data warehouse such as **SnowFlake**. * Perform analysis of ticket data in your BI system or in **Google** **Sheets**. * Connect Suptask to any Slack Workflow in your **Slack** **Workspace**. * Set up a custom Integration using an **API** or **Webhooks**. * Suggest or update knowledge base articles, for example in **Notion.** *** ### How it works Integrations are flexible and can be set up according to your requirements. This enables flexibility where any integration or automations can be configured and embedded in your workflow. 1. You define your use case and share it with Suptask 2. Use case is confirmed by the Suptask Integration Specialists (SIS) 3. Integration details is collected according to the requirements of the use case 4. Integrations is configured and setup on your Suptask account. 5. Integrations are ready to be used. {% hint style="info" %} Coordination of the setup is normally happening in your dedicated Slack channel which is shared with you when signing up for the Custom plan. {% endhint %} *** ### Setup your integration Looking to get started with integrations? Contact [Suptask Support ](/getting-started/contact-support) to get started and access the setup guides for your integrations {% hint style="info" %} Integrations is an add-on service managed by Suptask Integrations Specialist (SIS). Credentials shared are always dedicated to the Suptask integration. {% endhint %} Integrations is a managed service offering ### Integrations and Automations {% content-ref url="/pages/nAtxdM3g9852dPqAd7xL" %} [List of integrations](/integrations-automations-and-workflows/list-of-integrations) {% endcontent-ref %} {% content-ref url="/pages/xzp2WBZUGYEW9MpKuI5c" %} [Integrate with other Slack Apps](/integrations-automations-and-workflows/integration-guides/how-to-automate-and-integrate-suptask-with-other-slack-apps) {% endcontent-ref %} {% content-ref url="/pages/zx2b3jBwDpuzxI47sgia" %} [Automations in Suptask](/integrations-automations-and-workflows/how-to-set-up-automation-rules) {% endcontent-ref %} # List of integrations Suptask integrates with more than 300 different systems ## Overview Suptask integrates with over 300+ systems that enables different workflows, automations and integrations. {% hint style="info" %} Integrations do not require any external product, such as Zapier or Make.com, as everything is setup and running in Suptask directly. You can optionally use an external product. {% endhint %} ## Most popular integrations ### Webhooks Webhooks integration enables communication between Suptask tickets and other systems by sending automated HTTP requests when specific ticket events occur. \ **Use Cases:** * Notify external systems about ticket updates, such as status changes or new replies. * Trigger workflows in external apps when tickets meet certain conditions. * Log ticket details in a custom system or analytics tool using webhook data. * Automate escalations by sending webhook requests to specialized tools for urgent issues. *** ### API API integration provides advanced customization and automation by enabling direct interaction between Suptask and any external platform. \ **Use Cases:** * Build custom workflows to sync ticket data with external systems. * Enrich tickets with data fetched from external APIs, such as customer profiles or transaction records. * Automate repetitive tasks, like updating multiple systems. * Create Suptask tickets from external systems. *** ### Slack Workflows Slack Workflows integration leverages Slack's built-in automation tools to streamline ticketing processes, enabling rapid communication and action directly within Slack. Slack Workflows offers a variety of integration possibilities. We have listed a set of examples below, but many more are available. \ **Use Cases:** * Create tickets from Slack Workflows. * Notify people and groups across channels. * Trigger workflows via webhooks to integrate ticket creation into any app of your choice. *** ### Web forms Receive tickets from online Web forms where your clients can submit the form to create a new tivcket request that you can manage in Slack. \ **Use Cases:** * Receive ticket requests from an online Web form * Send automatic replies back via email to the requester. * Manage the received Web form submission in Slack via Suptask. *** ### Google Sheets Google Sheets integration provides flexible tools for organizing ticket data, creating reports, and automating workflows. It enables centralized tracking and real-time updates, helping teams analyze ticket metrics with ease. \ **Use Cases:** * Automatically log tickets and ticket information. * Generate charts and dashboards for monitoring and performance reporting. * Analyze ticket trends to optimize support processes. *** ### GitHub GitHub integration bridges the gap between ticketing and development. Automatically sync ticket details with issues, track progress, and ensure seamless communication between support and engineering teams. \ **Use Cases:** * Create GitHub issues directly from Suptask tickets. * Sync ticket status and information updates with GitHub issue. * Enrich tickets with issues and PR information for better context. *** ### GitLab GitLab integration enhances collaboration for development-related tickets. Create issues directly from tickets and enrich ticket data. \ **Use Cases:** * Trigger GitLab issue creation when tickets involve development tasks. * Notify teams about pipeline failures linked to specific tickets. * Enrich tickets with GitLab merge request links for traceability. *** ### Jira Jira integration aligns ticketing with agile project management, providing a seamless link between support and development. This ensures tickets needing engineering support are efficiently tracked and resolved. \ **Use Cases:** * Automatically create Jira issues for tickets that need development work. * Sync ticket updates with Jira to keep teams up to date. * Enrich tickets with ticket details for broader project visibility. *** ### Zendesk Zendesk integration centralizes support operations by syncing ticket data with a robust helpdesk platform. \ **Use Cases:** * Create tickets from Slack to Zendesk. * Sync ticket updates between Slack and Zendesk in real-time. * Automatically enrich Slack tickets with information from Zendesk. *** ### Linear With the Linear integration you can syncing tickets and updates between both systems. \ **Use Cases:** * Automatically create Linear tasks. * Enrich tickets with Linear task details like priorities, statuses, or deadlines. * Sync ticket resolution updates with Linear task progress to maintain alignment. * Notify support teams in real-time when Linear tasks linked to tickets are completed. *** ### ClickUp ClickUp integration brings comprehensive task and project management to ticketing, enabling teams to link ticket actions with project timelines and priorities. \ **Use Cases:** * Automatically create ClickUp tasks for tickets requiring additional input. * Enrich tickets with progress updates and deadlines from ClickUp. * Sync ticket priorities with ClickUp task boards for better visibility. * Notify team members about ticket-related changes directly within ClickUp. *** ### PagerDuty PagerDuty integration connects incident management with ticketing workflows, providing real-time alerts and automated escalations for critical support issues. \ **Use Cases:** * Automatically create PagerDuty incidents when high-priority tickets are created. * Enrich tickets with PagerDuty response team data and incident timelines. * Sync ticket updates with PagerDuty resolution statuses to ensure accurate tracking. * Automate escalations to appropriate team members based on ticket severity. *** ### Intercom Intercom integration links customer communication with ticketing to provide context-driven support and proactive resolution strategies. \ **Use Cases:** * Create tickets from intercom conversations. * Enrich tickets with customer information and conversations. * Automate ticket updates to customers directly through Intercom. *** ### Salesforce Salesforce integration strengthens customer insights by linking CRM data with ticketing. This allows teams to deliver more personalized support and automate follow-ups for better relationship management. \ **Use Cases:** * Enrich tickets with customer details like CRM data. * Create tickets from Slack conversations in to Salesforce. * Sync ticket updates bi-directionally to keep teams up to date. *** ### HubSpot HubSpot integration connects support and sales workflows, allowing for seamless transitions between resolving issues and maintaining customer relationships. It ensures a complete view of customer interactions. \ **Use Cases:** * Enrich tickets with HubSpot data, such as CRM data. * Create tickets from Slack conversations in to Salesforce. * Sync ticket updates bi-directionally to keep teams up to date. *** ### Notion Notion integration simplifies knowledge sharing by linking ticketing with collaborative documentation. It ensures teams have quick access to resources for faster issue resolution. \ **Use Cases:** * Maintain a dynamic knowledge base of ticket resolutions. * Enrich tickets with knowledge stored in Notion. * Track and keep tasks updated between systems. * Suggest knowledge base articles based on ticket request. *** ### WhatsApp WhatsApp integration enables you to send and receive messages in Slack to a WhatsApp party. Making it possible to support clients with WhatsApp via Slack. \ **Use Cases:** * Send WhatsApp messages from tickets in Slack. * Receive WhatsApp message to Slack. * Centralize management of WhatsApp messages. *** ### Airtable Airtable integration turns ticketing into a visual database for dynamic tracking and analysis. It’s particularly useful for collaborative teams needing customizable workflows. \ **Use Cases:** * Log detailed ticket information for data-driven decision-making. * Enrich tickets with linked records from Airtable, such as customer preferences. * Create shared views of tickets for specific teams or stakeholders. *** ### Trello Trello integration links tickets with Kanban-style boards, enabling visual tracking of support workflows and progress. \ **Use Cases:** * Create Trello cards for new tickets to streamline task management. * Automate movement of cards across boards as tickets progress. * Enrich tickets with Trello checklist items for detailed tracking. *** *** ### Freshdesk Freshdesk integration connects ticketing with customer service workflows, providing teams with tools for better response management. \ **Use Cases:** * Automatically create tickets in Freshdesk from Slack. * Enrich tickets with Freshdesk to Suptask. * Sync ticket information bi-directionally between the platforms. *** ### Twilio Twilio integration enhances communication by enabling automated SMS or voice notifications tied to ticket events. It’s ideal for customer updates, escalation alerts, and personalized support interactions.\ Use Cases: * Notify customers of ticket status changes via SMS. * Send escalation alerts to managers or teams for high-priority tickets. * Use voice notifications for critical incident updates to ensure rapid response. *** ### Shopify Shopify integration connects ticketing with e-commerce operations, providing valuable customer and order context directly within tickets. \ **Use Cases:** * Enrich tickets with Shopify order history, fulfillment status, and customer details. * Notify team members when refunds or cancellations are processed. * Trigger workflows for abandoned cart recovery or promotional offers based on ticket context. *** ### ServiceNow ServiceNow integration enables seamless IT service management by connecting ticketing with ServiceNow's incident tracking and workflow automation capabilities. \ **Use Cases:** * Create ServiceNow incidents and tickets. * Enrich tickets with ServiceNow incident updates, resolutions, or related tasks. * Sync ticket data between ServiceNow and Slack for consistent records. # Integration guides How to integrate with popular systems # Slack Workflows Learn how to make use of Suptask in Slack Workflows {% hint style="warning" %} The integration with Slack Workflows is included in the Professional plan of Suptask. {% endhint %} [Slack Workflows](https://slack.com/intl/en-gb/help/articles/17542172840595-Build-a-workflow--Create-a-workflow-in-Slack) 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 Slack Workflow from Suptask 1. Create a new Slack Workflow 2. Select the event on how to start the workflow: [*From a Webhook* ](https://slack.com/help/articles/360041352714-Build-a-workflow--Create-a-workflow-that-starts-outside-of-Slack) 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. {% hint style="info" %} You might need to request access and get started via [Suptask Support](/getting-started/contact-support) in order to activate the automation. {% endhint %} *** ## 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](/setup-and-configure/forms-and-fields/what-are-ticket-forms-and-fields#type-of-form) 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. <> <> <> 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** | `<>` | 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! <> [[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** - `<>` = `<>` * **Whitespace-tolerant -** `# assignee = U123456789` works fine * **Supports multiple values** for multi-select fields like tags #### Example mapping default fields | Input | Extracted Field | Notes | | ----------------------------- | ----------------------------- | ---------------------- | | `<>` | priority = HIGH | Standard field | | `[[status: Open]]` | status = OPEN | Case-insensitive | | `#tags=network, urgent` | tags = \[“network”, “urgent”] | Multi-value | | `<>` | assignee = Bob | Slack user ID from Bob | | `<>` | requester = Ann | Slack user ID from Ann | If a value doesn’t match an available option (e.g., `<>`), it’s simply ignored. *** ### Advanced Details #### Conflict Handling If the same field appears more than once, the **last one wins**: ``` <> [[priority: Medium]] #priority=High → priority = High ``` #### Escaping Special Characters To include syntax symbols inside a description, prefix them with a backslash: ``` < and \#hashes>> ``` #### Multi-Select Fields Comma-separated values automatically populate multi-select fields: ``` <> ``` #### 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}}. <> [[status: New]] #assignee={{form_assignee}} <> 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: ``` <> [[status: {{workflow.status}}]] ``` 4. **Avoid empty values** - `<>` won’t be processed. 5. **Test your syntax** - you can preview how fields are parsed before enabling automation. {% hint style="info" %} 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. {% endhint %} *** How to create # Guru Answer tickets with knowledge documents from GetGuru {% hint style="info" %} Guru is a knowledge base connector for Suptask AI. It is configured per Assistant, alongside the Assistant's other connectors and tools. {% endhint %} The Guru connector lets a Suptask AI Assistant search your team's Guru Cards and use that knowledge to answer and deflect tickets directly in Slack. Answers stay grounded in your verified, single-source-of-truth content, so users get consistent replies without waiting for an agent. **Use cases:** * Answer common questions automatically using content from Guru. * Deflect repetitive tickets before they reach an agent. * Give agents relevant Guru Cards as context inside a ticket. * Keep replies aligned with your verified knowledge base.
*** ### Requirements To set up the connector you need: * **Admin access** in Guru, or the **Manage Apps & Integrations** permission. This is required to generate an API token. * `[EMAIL]` - your Guru account email address. * `[TOKEN]` - an API token from your Guru Admin settings. *** ### Step 1: Generate a Guru API token Guru's API uses Basic Authentication with your email and a **User Token**. The token inherits the permissions of the Guru user who creates it, so it can only search the Collections that user can access.
1. Log in to Guru. 2. Open the **Manage** menu and go to **Apps & Integrations**. 3. Select the **API Access** tab. 4. Click **Generate User Token** and enter your name. 5. Click **Generate token**, then **Copy** the token. {% hint style="warning" %} Guru only shows the token once. Copy it and store it securely before leaving the page - if you lose it, you will need to generate a new one. {% endhint %} *** ### Step 2: Add the Guru connector in Suptask Add Guru to the Assistant that should use it. The Assistant will use these credentials to search Guru when handling tickets. 1. In Suptask, navigate to **Intelligence** in the menu and select the Inbox 2. Add the **Guru** connector. 3. In the authentication field, enter `[EMAIL]:[TOKEN]` 1. `[TOKEN]` the User Token from Step 1 2. `[EMAIL]` your Guru account email 4. **Save** to store the connector. 5. Open the **Assistant** you want to connect Guru to. 6. Enable the Guru permissions for the Assistant so it can look up Cards. {% hint style="info" %} The connector can only reach the Collections available to the Guru user behind the token. To broaden or limit what the Assistant can search, adjust that user's access in Guru. {% endhint %} *** ### Example of how it can work {% hint style="info" %} Every Assistant can be customized to your needs. Below are two examples of how the Guru connector can work once connected. {% endhint %} **A) Automatic answering and deflection** 1. A **user submits a ticket** in Suptask. 2. The Assistant **searches Guru** for relevant Cards based on the request. 3. A suggested answer is **posted automatically** in the ticket. 1. Either directly to the requester, or onl visible to the Agents. 4. The user can close the ticket if the answer resolves their issue, or keep it open for an agent. **B) Agent co-worker** 1. A ticket is **opened and handled by an agent**. 2. The agent mentions **`@Suptask`** in the ticket. 3. The Assistant returns the most relevant Guru Cards as context, so the agent can reply faster without leaving Slack. *** ### Troubleshooting * **Authentication failed (401):** The email and token do not match, or the token was revoked in Guru. Confirm `[EMAIL]` matches the user who generated the token, then re-enter or regenerate `[TOKEN]`. * **No results returned:** The token's Guru user may not have access to the relevant Collection. Check that user's permissions in Guru. * **Token stopped working:** Tokens do not expire, but they stop working if deleted or regenerated in Guru. Generate a new token and update it in Suptask. # Google Workspace Admin Manage and fetch information from Google Workspace Admin ## Set up the Google Workspace Admin connector The Google Workspace Admin connector links Suptask to your Google Workspace directory. Once connected, agents can view user details and - depending on the permissions you grant — manage accounts directly from a ticket, such as suspending or unsuspending a user. To connect it, you create an OAuth 2.0 client in the **Google Cloud Console**, then paste the resulting **Client ID** and **Client Secret** into Suptask. This guide covers every step. {% hint style="info" %} You set up this connector in the Suptask Web App as an admin. Your agents then use it from Slack while working on tickets. {% endhint %} *** ### Common workflows A few common workflows for Google Workspace Admin: * **Access requests** - grant a user access to a shared drive, group, or other resource after confirming their details. * **Onboarding** - create a new team member's account and add them to the right groups and resources. * **Offboarding** - suspend a leaver's account and revoke their access.
*** #### Before you begin You'll need: * An **admin** role in Suptask. * Access to the **Google Cloud Console** with rights to create OAuth credentials in a project. * A **Google Workspace** account with the admin privileges needed for the data you want to access. What you'll do: * [ ] Select or create a Google Cloud project * [ ] Enable the Admin SDK API * [ ] Configure the OAuth consent screen (first time only) * [ ] Create an OAuth 2.0 client (Web application) * [ ] Copy the Client ID and Client Secret into Suptask * [ ] Choose permissions and authorize {% hint style="info" %} Keep the Connect Google Workspace Admin window in Suptask open in a separate browser tab. You'll switch back to it at the end. {% endhint %} *** #### Step 1 - Open Google Cloud and select your project 1. Go to the [Google Cloud Console](https://console.cloud.google.com/). 2. In the top bar, select the project you want to use, or create a new one. * The screenshots in this guide use a project named **Suptask**.
*** #### Step 2 - Enable the Admin SDK API The connector reads your directory through Google's **Admin SDK**. Enable it before creating credentials. 1. In the Cloud Console, open **APIs & Services → Library**. 2. Search for **Admin SDK API**. 3. Open it and click **Enable**. {% hint style="warning" %} If the Admin SDK API isn't enabled, authorization will fail or return no directory data. {% endhint %} *** #### Step 3 - Configure the OAuth consent screen (first time only) If this is the first OAuth client in the project, configure the consent screen under **Google Auth Platform**. 1. Open **Google Auth Platform** (APIs & Services → OAuth consent screen). 2. Under **Branding**, set the app name and a support email. 3. Under **Audience**, choose **Internal** so only users in your Google Workspace organization can use it. 4. Save. {% hint style="info" %} Skip this step if your project already has a configured consent screen. {% endhint %} *** #### Step 4 - Create the OAuth client 1. In **Google Auth Platform**, open **Clients** and click **+ Create client**.
2. Set **Application type** to **Web application**. 3. For **Name**, enter something recognizable, for example `Suptask AI`. This name is only shown inside the console. 4. Under **Authorized JavaScript origins**, add: ``` https://ai-prod.suptask.com ```
5. Under **Authorized redirect URIs**, add: ``` https://ai-prod.suptask.com/mcp/oauth/callback ```
6. Click **Create**. {% hint style="warning" %} Enter both URLs exactly as shown, with no trailing slash. A mismatch is the most common cause of authorization errors. {% endhint %} *** #### Step 5 - Copy your Client ID and Client Secret After you create the client, Google shows your **OAuth Client ID** and **Client Secret**. 1. Copy the **Client ID** (it ends with `.apps.googleusercontent.com`). 2. Copy the **Client Secret**. {% hint style="info" %} Treat the Client Secret like a password. You can find both values again later by reopening the client under Clients. {% endhint %} *** #### Step 6 - Connect in Suptask Switch back to the **Connect Google Workspace Admin** window in Suptask. 1. Paste your Client ID into **OAuth Client ID**. 2. Paste your Client Secret into **OAuth Client Secret**. 3. Select the **Permissions** you want to grant (see the next section). 4. Click **Authorize**. 5. A Google sign-in window opens. Sign in with a **Google Workspace admin account** and approve access. When it's done, the status changes from **Not connected** to connected. *** #### Choosing permissions Each permission maps to what Suptask can do in your directory. Grant only what your team needs. * **Users (read-only)** — View user accounts and details. * **Users (read/write)** — Manage user accounts: create, update, suspend, delete. * **Groups (read-only)** — View groups and memberships. * **Groups (read/write)** — Manage groups and memberships. * **Org Units (read-only / read/write)** — View or manage organizational units. * **Roles (read-only / read/write)** — View or manage admin roles and assignments. * **Domains (read-only)** — View verified domains. {% hint style="info" %} Start with read-only access. You can reopen the connector and grant read/write later if needed. {% endhint %} *** #### Troubleshooting * **`redirect_uri_mismatch`** — The redirect URI in Google doesn't match. Confirm it's exactly `https://ai-prod.suptask.com/oauth/callback`. * **Access blocked / app not verified** — Your consent screen **Audience** is likely set to External. Change it to **Internal** (Step 3). * **No data after connecting** — The Admin SDK API isn't enabled (Step 2), or the signed-in Google account lacks admin privileges. * **Authorize button stays disabled** — Make sure both the Client ID and Client Secret fields are filled and at least one permission is selected. *** #### Need help? Reach out to [Suptask Support](https://support.suptask.com/getting-started/contact-support) and our team will help you connect Google Workspace Admin. # JIRA Software How to integrate with JIRA Software {% hint style="warning" %} Integrations is a part of the Custom plan. Additional cost might apply. {% endhint %} The JIRA integration aligns Suptask ticketing with agile project management and development issue tracking, providing a seamless link between support and development. This ensures tickets needing engineering support are efficiently tracked and resolved. \ **Use Cases with Suptask:** * Automatically create Jira issues for tickets that need development work. * Sync ticket updates with Jira to keep teams up to date. * Enrich tickets with ticket details for broader project visibility. *** ### Requirements You need a JIRA Software Cloud account in order to set up the integration. #### Setup communication to JIRA 1. Log in to your Atlassian profile and navigate to **Security > API Tokens.** 2. Click on **Create API Token**. 3. Provide a descriptive label for your token, such as **Suptask Integration**. 4. Click **Create** to generate the token. 5. Copy the API token that is displayed. 6. Share the **API token** securely with the Suptask Integrations Specialist (SIS) contact 1. Include the **Email address** linked to the token and the corresponding **Domain** e.g:\ \ #### Setup communication from JIRA 1. In JIRA, open the JIRA **Settings** in the upper right corner (on the cog-icon) 2. Select **System** 3. In the Advanced section in the left menu, open the **WebHooks** item 4. **Create a new WebHook** 1. **Name**: Suptask - New Comment 2. **URL**: `https://...` (this is shared to you from the Suptask Integrations Specialist (SIS) contact) 3. Select the following Events: **Comment Created + Updated** 5. **Save** {% hint style="info" %} The integration will be enabled for an Inbox, or for a particular Form of your choice. {% endhint %} *** ### Example of how it works 1. Ticket in Suptask is created 2. Team of Agents decide to escalate to JIRA for further development work. 1. The creation to JIRA can also happen automatically for every created Suptask ticket in your Inbox, this is customizable. 3. Ticket is automatically created in JIRA from Suptask, where the Suptask ticket is connected to the JIRA issue. 4. Actions, replies and comments are automatically synced bi-directionally. 1. For example, status changes can be aligned between the systems 5. Agents in Suptask can reply on tickets directly in Slack. **Example view from JIRA:**

Example how replies in Slack can look in JIRA via Suptask

**Example view from Suptask in Slack:**

Example of the view in Suptask with the connect JIRA issue

*** ### How to get started The JIRA integration is setup and enabled together with the Suptask Integrations Specialists (SIS). {% hint style="info" %} Contact [Suptask Support](/getting-started/contact-support) for more information and to get started. {% endhint %} # Zendesk How to integrate with Zendesk {% hint style="warning" %} Integrations is a part of the Custom plan. Additional cost might apply. {% endhint %} The Zendesk integration aligns Suptask ticketing with agile project management and development issue tracking, providing a seamless link between support and development. This ensures tickets needing engineering support are efficiently tracked and resolved. \ **Use Cases with Suptask:** * Create tickets from Slack to Zendesk or vice verse. * Sync ticket updates between Slack and Zendesk in real-time. * Automatically enrich Slack tickets with information from Zendesk. *** ### Requirements You need a Zendesk API key in order to set up the integration. #### Create an API key 1. Log in to your Zendesk account. 2. Open the **Admin Center**. 3. Expand the navigation menu **Apps and integrations** > **APIs** 4. Click on **Zendesk API**. 5. Make sure the **Token Access** is Enabled. 6. **Add a new API token** 7. Share the **API token** value securely with the Suptask Integrations Specialist (SIS) contact 1. Include the **Email address** of your user account e.g 2. Include the Zendesk **Domain** e.g:\ #### Setup communication from Zendesk 1. Log in to your Zendesk account. 2. Open the **Admin Center**. 3. Expand the navigation menu **Apps and integrations** > **Webhooks** 4. Click on **Webhooks**. 5. **Create a new WebHook** 1. **Name**: Suptask webhook 2. **Request format**: JSON 3. **Request method**: POST 4. **Authentication:** Header & Value (this is shared to you from the Suptask Integrations Specialist (SIS) contact) 5. **Endpoint URL**: `https://...` (this is shared to you from the Suptask Integrations Specialist (SIS) contact) 6. **Save** Next we'll set up the trigger which will initiate the Webhook. 1. In the navigation menu **Object and rules** > **Business rules** 2. Click on **Triggers**. 3. Create a new trigger 4. Define the conditions when the Webhook to Suptask should be triggered 5. Click on **Add Action** 1. Select **Category > Notify by > Active webhook** 6. The value set should be the newly created webhook from the previous steps, named **Suptask webhook** 7. The content is confirmed by your Suptask Integrations Specialist (SIS) contact, below is an example: ``` { "requester" : "{{ticket.requester.name}}", "description" : "{{ticket.description}}", "tags" : "{{ticket.tags}}", "id" : "{{ticket.id}}", "link" : "{{ticket.link}}", "url" : "{{ticket.url}}" } ``` 8. **Save.** {% hint style="info" %} The integration will be enabled for an Inbox, or for a particular Form of your choice. {% endhint %} *** ### Example of how it can work 1. Ticket in Zendesk is created with the Bug tag. 2. Ticket is automatically created in Suptask 3. Actions, replies and comments are automatically synced bi-directionally. 1. For example, status changes can be aligned between the systems 4. Agents in Suptask can reply on tickets directly in Slack. *** ### How to get started The Zendesk integration is setup and enabled together with the Suptask Integrations Specialists (SIS). {% hint style="info" %} Contact [Suptask Support](/getting-started/contact-support) for more information and to get started. {% endhint %} # Intercom How to integrate Suptask with Intercom {% hint style="warning" %} Integrations is a part of the Custom plan. Additional cost might apply. {% endhint %} The Intercom integration empowers teams to escalate tickets from within Intercom to Suptask. Enabling customer support teams to bring Intercom conversations and tickets to Slack, where additional team members can join the discussion on tickets. \ **Use Cases:** * Create Back-office tickets to Suptask from Intercom * Escalate Back-office tickets from Intercom conversations to Suptask in Slack. * Dedicate ticket discussions to Slack channels for specific Intercom views & categories *** ### Requirements Follow these steps to set up the integration. #### Create Access Token 1. Create a **new** **App** in your Intercom account. Follow [this guide](https://developers.intercom.com/docs/build-an-integration/getting-started#for-private-app-developers) 1. We suggest you name the app *"Suptask integration"* 2. Provision a new **Access token** for the newly created App. Follow [this guide](https://developers.intercom.com/docs/build-an-integration/learn-more/authentication#how-to-get-your-access-token). 3. Share the **Access token** value securely with the Suptask Integrations Specialist (SIS) contact #### Configure Webhooks 1. Create a new Webhook by following [this guide](https://developers.intercom.com/docs/webhooks/setting-up-webhooks#configuring-your-endpoint-url). 1. **Endpoint URL**: `https://...` (this is shared to you from the Suptask Integrations Specialist (SIS) contact) 2. After the Webhook is created, subscribe to the Webhook topics with [this guide](https://developers.intercom.com/docs/webhooks/setting-up-webhooks#subscribe-to-a-webhook-topic). 1. Subscribe to all [ticket.\* events](https://developers.intercom.com/docs/references/2.11/webhooks/webhook-models#ticket-topics) 3. Confirm with your Suptask Integrations Specialist (SIS) contact that Webhooks are being properly received by creating a test ticket in Intercom. *** ### Example of how the integration can work The integration can be customized to your needs, depending on the use case you want to solve. Discuss this with your Suptask Integrations Specialist (SIS) contact 1. Customer support ticket is received in Intercom 2. Support team creates a Back-office Ticket in Intercom to the *Bugs-*view. 3. Back-office ticket is synced to an Inbox and form category in Suptask. 1. Intercom ticket is now referenced to the Suptask ticket automatically. 4. The Suptask ticket is directed to a Slack channel based on the configuration on the Inbox / Form. 5. All discussions and replies on the Back-office ticket can happen in Slack with a broader set of team members, without having to access Intercom. *** ### How to get started The Intercom integration is setup and enabled together with the Suptask Integrations Specialists (SIS). {% hint style="info" %} Contact [Suptask Support](/getting-started/contact-support) for more information and to get started. {% endhint %} # ClickUp How to integrate with ClickUp {% hint style="warning" %} Integrations is a part of the Custom plan. Additional cost might apply. {% endhint %} ClickUp integration brings comprehensive task and project management to ticketing, enabling teams to link ticket actions with project timelines and priorities. \ **Use Cases:** * Automatically create ClickUp tasks for tickets requiring additional input. * Enrich tickets with progress updates and deadlines from ClickUp. * Sync ticket priorities with ClickUp task boards for better visibility. * Notify team members about ticket-related changes directly within ClickUp. *** ### Requirements You need a ClickUp account in order to set up the integration. #### Create a Personal API Token Learn more in the ClickUp [documentation](https://developer.clickup.com/docs/authentication#generate-or-regenerate-a-personal-api-token). 1. Select your profile picture and click on **Settings** 2. Select **Apps** 3. In the **API token** section, select **Generate** 4. Copy and share the personal **API token** securely with the Suptask Integrations Specialist (SIS) contact. {% hint style="info" %} The integration will be enabled for an Inbox, or for a specific Form of your choice. {% endhint %} #### Create a WebHook In order to have information sent back from ClickUp to Suptask, you would need to register a WebHook in ClickUp 1. Retrieve the Suptask WebHook URL from your Suptask Integrations Specialist (SIS) 2. Based on your use case, the events you register for in ClickUp WebHook might differ 1. You can find all events [here](https://developer.clickup.com/docs/webhooks#task-webhooks). Consult with your SIS contact on what events to use based on your use case. 3. [Register the WebHook in ClickUp](https://developer.clickup.com/docs/webhooks#registering-a-webhook) 4. Suptask can now take actions on events from ClickUp *** ### Example of how it can work 1. Ticket in Suptask is created 2. Team of Agents decide to escalate to ClickUp for further development work, by moving the ticket to the **Escalated** status in Suptask. 1. The creation to ClickUp can also happen automatically for every created Suptask ticket in your Inbox, this is customizable. 3. Ticket is automatically **created in ClickUp** from Suptask. 4. Actions, replies and comments are automatically synced bi-directionally. 1. Status changes can be bi-directionally synced between the systems 2. Comments can be shared between the systems. 5. Agents in Suptask can reply on tickets directly in Slack. *** ### How to get started The ClickUp integration is setup and enabled together with the Suptask Integrations Specialists (SIS). {% hint style="info" %} Contact [Suptask Support](/getting-started/contact-support) for more information and to get started. {% endhint %} # Notion How to integrate Suptask with Notion ## Notion The Notion connector links Suptask to your Notion workspaces. Once connected, the AI Assistant on an Inbox can use your Notion pages as a knowledge source and answer questions on tickets with information from your own documentation. You connect Notion with OAuth by signing in as a Notion user and choosing which workspaces Suptask may access. All reading and management of Notion runs through this connector. {% hint style="info" %} You set up this connector in the Suptask Web App as an admin. Your agents and users then benefit from it in Slack while working on tickets. {% endhint %} *** ### What you can use it for * **Auto-answer requests** - a user submits a ticket, and the AI Assistant answers directly from your Notion documentation. * **Support your agents** - agents ask the Assistant on a ticket and get an answer grounded in your internal pages. * **Team-specific knowledge** - HR connects its own handbook pages, IT connects its own workspace, without either seeing the other's content. * **Fewer repeat questions** — recurring questions that are already documented get answered without an agent stepping in. *** ### Before you begin You'll need: * An **admin** role in Suptask. * A **Notion account** with access to the workspaces and pages you want Suptask to use. * A decision on **which Notion user to connect** — this determines what Suptask can read. See the next section. * The **Inbox** you want to connect Notion to. *** ### How access works The connector inherits the access of the Notion user you sign in with. Suptask can read what that user can read, limited further by the workspaces you select during the connection flow. This gives you two levels of control: 1. **Workspace level** - during connection you choose which Notion workspaces Suptask gets access to. 2. **User level** - the connected Notion user's own permissions decide which pages inside those workspaces are reachable. {% hint style="warning" %} Avoid connecting with a Notion admin account that has access to everything. The connector will be able to read the same content, including pages you did not intend to expose to ticketing. {% endhint %} *** ### Set up the connector 1. In the Suptask Web App, open the **Inbox** you want to connect Notion to. 2. Go to the **AI Assistant** settings and open **Connectors**. 3. Add the **Notion** connector. 4. Click **Connect**. A Notion sign-in window opens. 5. Sign in with the **Notion user** you decided to connect. 6. Select the **workspaces** you want to give Suptask access to. 7. Approve the access.
When it's done, the connector status changes to connected. {% hint style="info" %} The connector provides a set of Tools to the AI Assistant. Permissions are set per Tool, so you can allow the Assistant to read your Notion content without allowing it to change anything. {% endhint %} {% content-ref url="/pages/EMXzCysY1oz2JPFXI8gH" %} [AI Assistants](/suptask-ai/ai-assistants) {% endcontent-ref %} *** ### Restrict what Suptask can read If you only want the AI Assistant to use a specific set of pages, don't rely on workspace selection alone. Control it from the Notion side instead: 1. In Notion, create a **dedicated user** for the integration. 2. Share **only** the pages and databases you want Suptask to use with that user. 3. Connect the Suptask connector using that user. The Assistant can then only answer from those pages, even if the workspace contains much more. {% hint style="info" %} Sharing a parent page with the dedicated user also gives access to its sub-pages. This is usually the easiest way to expose a whole documentation area at once. {% endhint %} *** ### Use different Notion content per Inbox Each Inbox in Suptask has its own connector. This means different teams can connect different parts of Notion: * **HR Inbox** - connects to the HR handbook and policy pages. * **IT Inbox** - connects to the IT workspace and troubleshooting articles. * **Finance Inbox** - connects to expense and invoicing documentation. A ticket in the HR Inbox is then only answered from HR content, and a ticket in the IT Inbox only from IT content. To separate access fully, connect each Inbox with its own dedicated Notion user. *** ### How to use the integration This connector can be used within the AI assistants you set up within Suptask. You can both read and manage content. Read more about how AI assistants works to understand all use cases. #### Example usage

For a manual trigger, mention Suptask to ask questions about Notion documents.

Answers from the assistant is given directly in the ticket.

{% content-ref url="/pages/EMXzCysY1oz2JPFXI8gH" %} [AI Assistants](/suptask-ai/ai-assistants) {% endcontent-ref %} ### Troubleshooting * **The Assistant can't find a page** - the page isn't shared with the connected Notion user, or its workspace wasn't selected during connection. * **New pages aren't picked up** - make sure the new page sits under a parent that's already shared with the connected user. * **The Assistant answers from the wrong content** - check which workspaces were selected on that Inbox's connector, and reconnect if needed. * **The connector stopped working** - the connected Notion user may have been deactivated, or the integration access revoked in Notion. Reconnect the connector. *** ### Need help? Reach out to [Suptask Support](https://support.suptask.com/getting-started/contact-support) and our team will help you connect Notion.
# Google Sheets How to integrate with Google Sheets {% hint style="warning" %} Integrations is a part of the Custom plan. Additional cost might apply. {% endhint %} Google Sheets integration provides flexible tools for organizing ticket data, creating reports, and automating workflows. It enables centralized tracking and real-time updates, helping teams analyze ticket metrics with ease. **Use Cases with Suptask:** * Automatically log tickets and ticket information. * Generate charts and dashboards for monitoring and performance reporting. * Analyze ticket trends to optimize support processes. *** ### Requirements You need a Google Cloud Project and a Google Service Account account in order to set up the integration. #### Create a new Google Cloud Project 1. Navigate to [https://console.cloud.google.com](https://console.cloud.google.com/) 2. Open the project dropdown in the top navigation menu and select **New Project** 3. Select the location of this project and give it a **name** e.g "Suptask integration" 4. **Create** the project and make sure it is selected from the top navigation menu. #### Create a new Service Account Official documentations from Google can be found here: * * Retrieve the integration credentials: 1. Open the newly created Service Account, navigate to the Service Accounts section and select the Keys tab 2. Select Add Key and **Create new key** 3. Select **JSON** and proceed by pressing Create. 4. The JSON file will be downloaded to your local computer. {% hint style="info" %} This JSON file will be shared with your Suptask Integrations Specialist (SIS) contact when setting up the integration in Suptask. {% endhint %} {% hint style="warning" %} On certain Cloud accounts, the creation of API keys for Service Account is disabled. You will need to enable this from the [Organization Policy Service.](https://cloud.google.com/resource-manager/docs/organization-policy/creating-managing-policies?hl=en\&authuser=1#viewing_organization_policies) 1. Open the [**Organization Policies** ](https://console.cloud.google.com/iam-admin/orgpolicies/list) 2. Find the policy with the ID *iam.disableServiceAccountKeyCreation* 3. Change it to **Inactive** {% endhint %} #### Enable the APIs required by Google Sheet 1. Open the [API library](https://console.cloud.google.com/apis/library) in your Google Cloud account 2. Search for these two APIs separately: 1. Google Sheets API 2. Google Drive API 3. Enable them both. *** ### Example of how it works This integration can be customized to your needs where certain fields and syncing options can be adjusted. Here is an example of how this integration can work: 1. Ticket is created in Suptask 2. Suptask automatically pushes the ticket with all its options to the Google Sheet, where each field of the ticket receives its own column. *** ### How to get started The Google Sheets integration is setup and enabled together with the Suptask Integrations Specialists (SIS). 1. Follow the steps in the [Requirements](#requirements) 2. Create your **Google Sheets document** 3. Set up the columns you would like to have in your Google Sheets document. For example: 1. Ticket ID 2. Description 3. Priority 4. etc. 4. Share the required information with your Suptask Integrations Specialist (SIS). 1. Google sheets link and name 2. The[ JSON file](#create-a-new-service-account) retrieved from your API Key in the Service Account {% hint style="info" %} Contact [Suptask Support](/getting-started/contact-support) for more information and to get started. {% endhint %} # Suptask API Learn how to use and integrate with the Suptask API ### Overview Suptask offers an open API that enables you to integrate programmatically and automate your ticketing process. ### API Definition Review the OpenAPI v3 definition below. *** ## POST /ticket > Create a new ticket ```json {"openapi":"3.0.3","info":{"title":"Suptask Ticketing API","version":"1.2.1"},"security":[{"apiTokenAuth":[]},{"bearerAuth":[]}],"components":{"securitySchemes":{"apiTokenAuth":{"type":"apiKey","in":"header","name":"Authorization","description":"Use the `Authorization` header with the value `Api-Token `. The token is assigned to a user.\n"},"bearerAuth":{"type":"http","scheme":"bearer","bearerFormat":"JWT","description":"Use the `Authorization` header with the value `Bearer `. The JWT token contains user and team information.\n"}},"schemas":{"Field":{"type":"object","properties":{"fieldId":{"type":"string","description":"The UUID of the custom field."},"value":{"type":"string","description":"The value of the custom field."}}}}},"paths":{"/ticket":{"post":{"summary":"Create a new ticket","operationId":"createTicket","requestBody":{"description":"Payload to create a new ticket","required":true,"content":{"application/json":{"schema":{"type":"object","required":["description","requesterChannel","formId"],"properties":{"description":{"type":"string","description":"A detailed description of the ticket."},"priority":{"type":"string","description":"The priority of the ticket."},"status":{"type":"string","description":"The current status of the ticket."},"assignee":{"type":"string","nullable":true,"description":"The user Slack member ID assigned to the ticket."},"requester":{"type":"string","description":"The requester Slack member ID of the ticket."},"customFields":{"type":"array","description":"Custom fields for the ticket.","items":{"$ref":"#/components/schemas/Field"}},"requesterChannel":{"type":"string","description":"One of the Slack channel IDs which are assigned to form."},"tags":{"type":"array","nullable":true,"description":"Tags associated with the ticket.","items":{"type":"string"}},"formId":{"type":"string","description":"Identifier UUID for the form used to submit the ticket. Fetched from the Web url when editing a form."}}}}}},"responses":{"201":{"description":"Ticket successfully created","content":{"application/json":{"schema":{"type":"object","properties":{"ticketId":{"type":"string","description":"The unique UUID of the created ticket."}}}}}},"400":{"description":"Invalid request payload"},"404":{"description":"Ticket not found"},"500":{"description":"Server error"}}}}}} ``` ## Get a ticket by ticket number > Retrieve ticket details by ticket number.\ > \ > \*\*Rate Limiting\*\*: This endpoint is rate limited to prevent abuse. Default limits are:\ > \- 100 requests per 15 minutes per API token\ > \ > Rate limit information is returned in response headers (X-RateLimit-Limit, X-RateLimit-Remaining, X-RateLimit-Reset).
```json {"openapi":"3.0.3","info":{"title":"Suptask Ticketing API","version":"1.2.1"},"security":[{"bearerAuth":[]}],"components":{"securitySchemes":{"bearerAuth":{"type":"http","scheme":"bearer","bearerFormat":"JWT","description":"Use the `Authorization` header with the value `Bearer `. The JWT token contains user and team information.\n"}},"schemas":{"Ticket":{"type":"object","required":["id","ticketNumber","teamId","status","description","requesterId","createdAt","updatedAt"],"properties":{"id":{"type":"string","description":"Unique identifier (UUID) of the ticket"},"ticketNumber":{"type":"integer","description":"Human-readable ticket number"},"teamId":{"type":"string","description":"ID of the team that owns this ticket"},"queueId":{"type":"string","nullable":true,"description":"ID of the queue this ticket belongs to"},"formId":{"type":"string","nullable":true,"description":"ID of the form used to create this ticket"},"status":{"type":"string","description":"Current status of the ticket"},"priority":{"type":"string","nullable":true,"description":"Priority level of the ticket"},"description":{"type":"string","description":"Detailed description of the ticket"},"assignee":{"type":"string","nullable":true,"description":"Slack member ID of the assigned user"},"requesterId":{"type":"string","description":"Slack member ID of the ticket requester"},"requester":{"type":"string","nullable":true,"description":"Display name or additional requester information"},"tags":{"type":"array","nullable":true,"description":"Tags associated with the ticket","items":{"type":"string"}},"customFields":{"type":"array","nullable":true,"description":"Custom field values with field names and values","items":{"type":"object","properties":{"fieldName":{"type":"string","description":"The label of the custom field"},"value":{"description":"The value of the custom field (string, array for multi-select, etc.)","oneOf":[{"type":"string"},{"type":"array","items":{"type":"string"}}]}}}},"createdAt":{"type":"string","format":"date-time","description":"ISO 8601 timestamp when the ticket was created"},"updatedAt":{"type":"string","format":"date-time","description":"ISO 8601 timestamp when the ticket was last updated"},"closedDate":{"type":"string","format":"date-time","nullable":true,"description":"ISO 8601 timestamp when the ticket was closed"},"organization":{"type":"string","nullable":true,"description":"Organization associated with the ticket"},"source":{"type":"string","nullable":true,"description":"Source of the ticket (e.g., \"slack\", \"email\", \"api\")"},"archived":{"type":"boolean","description":"Whether the ticket has been archived"},"messageRequesterChannel":{"type":"string","nullable":true,"description":"Slack channel ID for requester messages"},"messageResponderChannel":{"type":"string","nullable":true,"description":"Slack channel ID for responder messages"},"responderThreadPermalink":{"type":"string","nullable":true,"description":"Permalink to the responder thread in Slack"},"requesterThreadPermalink":{"type":"string","nullable":true,"description":"Permalink to the requester thread in Slack"},"summaryTitle":{"type":"string","nullable":true,"description":"AI-generated or manually set summary title"},"summaryProblem":{"type":"string","nullable":true,"description":"AI-generated or manually set problem description"},"summarySolution":{"type":"string","nullable":true,"description":"AI-generated or manually set solution description"},"csatRating":{"type":"integer","nullable":true,"description":"Customer satisfaction rating (1-5)","minimum":1,"maximum":5},"csatComment":{"type":"string","nullable":true,"description":"Customer satisfaction comment"},"externalTicketRefs":{"type":"array","nullable":true,"description":"References to external tickets (e.g., Jira, Zendesk)","items":{"type":"string"}}}}}},"paths":{"/ticket/{ticketNumber}":{"get":{"summary":"Get a ticket by ticket number","operationId":"getTicketByNumber","description":"Retrieve ticket details by ticket number.\n\n**Rate Limiting**: This endpoint is rate limited to prevent abuse. Default limits are:\n- 100 requests per 15 minutes per API token\n\nRate limit information is returned in response headers (X-RateLimit-Limit, X-RateLimit-Remaining, X-RateLimit-Reset).\n","parameters":[{"name":"ticketNumber","in":"path","required":true,"description":"The numeric ticket number (e.g., 2075).","schema":{"type":"integer"}}],"responses":{"200":{"description":"Ticket successfully retrieved","headers":{"X-RateLimit-Limit":{"description":"Maximum number of requests allowed in the current time window","schema":{"type":"integer"}},"X-RateLimit-Remaining":{"description":"Number of requests remaining in the current time window","schema":{"type":"integer"}},"X-RateLimit-Reset":{"description":"ISO 8601 timestamp when the rate limit window resets","schema":{"type":"string","format":"date-time"}}},"content":{"application/json":{"schema":{"$ref":"#/components/schemas/Ticket"}}}},"400":{"description":"Invalid ticket number (must be numeric)","content":{"application/json":{"schema":{"type":"object","properties":{"message":{"type":"string"}}}}}},"401":{"description":"Unauthorized - Invalid or missing authentication token","content":{"application/json":{"schema":{"type":"object","properties":{"message":{"type":"string"}}}}}},"403":{"description":"Access denied - Ticket belongs to a different team","content":{"application/json":{"schema":{"type":"object","properties":{"message":{"type":"string"}}}}}},"404":{"description":"Ticket not found","content":{"application/json":{"schema":{"type":"object","properties":{"message":{"type":"string"}}}}}},"429":{"description":"Too many requests - Rate limit exceeded","headers":{"Retry-After":{"description":"Number of seconds to wait before retrying","schema":{"type":"integer"}},"X-RateLimit-Limit":{"description":"Maximum number of requests allowed in the time window","schema":{"type":"integer"}},"X-RateLimit-Remaining":{"description":"Number of requests remaining (will be 0)","schema":{"type":"integer"}},"X-RateLimit-Reset":{"description":"ISO 8601 timestamp when the rate limit window resets","schema":{"type":"string","format":"date-time"}}},"content":{"application/json":{"schema":{"type":"object","properties":{"message":{"type":"string"}}}}}},"500":{"description":"Server error","content":{"application/json":{"schema":{"type":"object","properties":{"message":{"type":"string"}}}}}}}}}}} ``` ## DELETE /ticket/{ticketId} > Delete a ticket ```json {"openapi":"3.0.3","info":{"title":"Suptask Ticketing API","version":"1.2.1"},"security":[{"apiTokenAuth":[]},{"bearerAuth":[]}],"components":{"securitySchemes":{"apiTokenAuth":{"type":"apiKey","in":"header","name":"Authorization","description":"Use the `Authorization` header with the value `Api-Token `. The token is assigned to a user.\n"},"bearerAuth":{"type":"http","scheme":"bearer","bearerFormat":"JWT","description":"Use the `Authorization` header with the value `Bearer `. The JWT token contains user and team information.\n"}}},"paths":{"/ticket/{ticketId}":{"delete":{"summary":"Delete a ticket","operationId":"deleteTicket","parameters":[{"name":"ticketId","in":"path","required":true,"description":"The UUID of the ticket to delete.","schema":{"type":"string"}}],"responses":{"200":{"description":"Ticket successfully deleted"},"404":{"description":"Ticket not found"},"500":{"description":"Server error"}}}}}} ``` ## PATCH /ticket/{ticketId} > Update an existing ticket ```json {"openapi":"3.0.3","info":{"title":"Suptask Ticketing API","version":"1.2.1"},"security":[{"apiTokenAuth":[]},{"bearerAuth":[]}],"components":{"securitySchemes":{"apiTokenAuth":{"type":"apiKey","in":"header","name":"Authorization","description":"Use the `Authorization` header with the value `Api-Token `. The token is assigned to a user.\n"},"bearerAuth":{"type":"http","scheme":"bearer","bearerFormat":"JWT","description":"Use the `Authorization` header with the value `Bearer `. The JWT token contains user and team information.\n"}},"schemas":{"Field":{"type":"object","properties":{"fieldId":{"type":"string","description":"The UUID of the custom field."},"value":{"type":"string","description":"The value of the custom field."}}}}},"paths":{"/ticket/{ticketId}":{"patch":{"summary":"Update an existing ticket","operationId":"updateTicket","parameters":[{"name":"ticketId","in":"path","required":true,"description":"The unique ID of the ticket to update.","schema":{"type":"object"}}],"requestBody":{"description":"Payload to update ticket properties. At least one property is required.","required":true,"content":{"application/json":{"schema":{"type":"object","properties":{"description":{"type":"string","description":"A detailed description of the ticket."},"priority":{"type":"string","nullable":true,"description":"The priority of the ticket."},"status":{"type":"string","description":"The current status of the ticket."},"assignee":{"type":"string","nullable":true,"description":"The user Slack member ID assigned to the ticket."},"requester":{"type":"string","description":"The requester Slack member ID of the ticket."},"customFields":{"type":"array","description":"Custom fields for the ticket.","items":{"$ref":"#/components/schemas/Field"}},"requesterChannel":{"type":"string","description":"One of the Slack channel IDs which are assigned to form."},"tags":{"type":"array","nullable":true,"description":"Tags associated with the ticket.","items":{"type":"string"}}},"oneOf":[{"required":["description"]},{"required":["priority"]},{"required":["status"]},{"required":["assignee"]},{"required":["requester"]},{"required":["customFields"]},{"required":["tags"]}]}}}},"responses":{"200":{"description":"Ticket successfully updated"},"400":{"description":"Invalid request payload"},"404":{"description":"Ticket not found"},"500":{"description":"Server error"}}}}}} ``` ## POST /ticket/external/{ticketId} > Create or associate an external ticket ```json {"openapi":"3.0.3","info":{"title":"Suptask Ticketing API","version":"1.2.1"},"security":[{"apiTokenAuth":[]},{"bearerAuth":[]}],"components":{"securitySchemes":{"apiTokenAuth":{"type":"apiKey","in":"header","name":"Authorization","description":"Use the `Authorization` header with the value `Api-Token `. The token is assigned to a user.\n"},"bearerAuth":{"type":"http","scheme":"bearer","bearerFormat":"JWT","description":"Use the `Authorization` header with the value `Bearer `. The JWT token contains user and team information.\n"}}},"paths":{"/ticket/external/{ticketId}":{"post":{"summary":"Create or associate an external ticket","operationId":"createExternalTicket","parameters":[{"name":"ticketId","in":"path","required":true,"description":"The unique UUID of the Suptask ticket to associate with an external ticket.","schema":{"type":"object","required":["externalId","integrationType","url"]}}],"requestBody":{"description":"Payload to associate an external ticket with a Suptask ticket.","required":true,"content":{"application/json":{"schema":{"type":"object","properties":{"externalId":{"type":"string","description":"The ID of the external ticket."},"integrationType":{"type":"string","description":"The type of integration (e.g., \"Jira\", \"Zendesk\")."},"url":{"type":"string","format":"uri","description":"The URL of the external ticket."},"data":{"type":"object","additionalProperties":true,"description":"Additional key/value data or metadata for the external ticket."}}}}}},"responses":{"201":{"description":"External ticket successfully associated","content":{"application/json":{"schema":{"type":"object","properties":{"success":{"type":"boolean"},"message":{"type":"string"}}}}}},"400":{"description":"Invalid request payload"},"404":{"description":"Ticket not found"},"500":{"description":"Server error"}}}}}} ``` ## POST /ticket/reply/{ticketId} > Post a new reply to a ticket ```json {"openapi":"3.0.3","info":{"title":"Suptask Ticketing API","version":"1.2.1"},"security":[{"apiTokenAuth":[]},{"bearerAuth":[]}],"components":{"securitySchemes":{"apiTokenAuth":{"type":"apiKey","in":"header","name":"Authorization","description":"Use the `Authorization` header with the value `Api-Token `. The token is assigned to a user.\n"},"bearerAuth":{"type":"http","scheme":"bearer","bearerFormat":"JWT","description":"Use the `Authorization` header with the value `Bearer `. The JWT token contains user and team information.\n"}}},"paths":{"/ticket/reply/{ticketId}":{"post":{"summary":"Post a new reply to a ticket","operationId":"replyTicket","parameters":[{"name":"ticketId","in":"path","required":true,"description":"The unique UUID of the Suptask ticket.","schema":{"type":"object","required":["text"]}}],"requestBody":{"description":"Payload to reply on a ticket","required":true,"content":{"application/json":{"schema":{"type":"object","properties":{"text":{"type":"string","description":"The reply message text"},"username":{"type":"string","description":"The displayed username of the reply text."},"channel":{"type":"array","description":"Select between Requester (public reply) and/or Responder (internal comment reply) channel."}}}}}},"responses":{"200":{"description":"Returns","content":{"application/json":{"schema":{"type":"object","properties":{"success":{"type":"boolean"},"message":{"type":"string"}}}}}},"400":{"description":"Invalid request payload"},"404":{"description":"Suptask ticket not found"},"500":{"description":"Server error"}}}}}} ``` ### Request API access The API requires a valid API token in order to authenticate to the API. {% hint style="info" %} Contact [Suptask Support](/getting-started/contact-support) to retrieve your access token and get started with the API. {% endhint %} *** ### How to retrieve values for the API #### Retrieve the Form ID Retrieve the Form ID by opening up the Form from your Inbox and edit it. From the URL you can get the Form ID which is in a UUID format:
#### Retrieve the field ID Every created field in your Suptask account have a unique ID that can be retrieved from the [Manage fields](https://app.suptask.com/inboxes/fields) page by editing the field. The field ID is in a UUID format and be retried from the URL:
#### Retrieve the user Slack member ID [Retrieve the Slack member ID of a user.](/getting-started/faq#how-to-locate-the-member-id-of-a-slack-user-or-app) # WebHooks How Suptask can trigger a WebHook {% hint style="warning" %} Integrations is a part of the Custom plan. Additional cost might apply. {% endhint %} Suptask can trigger a HTTPS Webhook request to an endpoint of your choice when certain events are occuring in Suptask. ### Events * Created Ticket * Updated Ticket * New Reply/Comment on a Ticket ### Sample event data You can find sample data below with the current structure of the WebHook request. #### Created ``` { "ticket": { "ticketNumber": "42", "teamTicketId": "zenithops-42", "followers": {}, "teamName": "Zenith Corp", "queueId": "a73ee310-c1fe-4abc-9374-82d8d123a9fc", "formId": "f71dd3b1-6f43-4f1f-a832-d1bd4c7ed9b7", "messageResponderId": "2850112358.998112", "status": "OPEN", "messageRequesterId": "2850048932.761432", "updatedBy": "U01XZGTRPL8", "messageResponderCount": 0, "teamId": "T02ZXY1B2MN", "createdBy": "U01XZGTRPL8", "requesterId": "U01MLKU9XZB", "isCollaborationTicket": false, "archived": false, "messageLastRequesterTime": 2850112357, "id": "b2e41bde-78c2-4c09-bf6d-0b37a12e50fc", "isSlackConnect": false, "tags": [], "messageLastRespondTime": 2850112357, "teamDomain": "zenithops", "__typename": "Ticket", "requesterTicketPermalink": "https://zenithops.slack.com/archives/C09JH1RMXTY/p2850048932761432?thread_ts=2850036102.054312&cid=C09JH1RMXTY", "messageRequesterCount": 0, "assignee": "UNASSIGNED", "responderTicketPermalink": "https://zenithops.slack.com/archives/C09JK2D3JQZ/p2850112358998112", "createdAt": 2850112357, "attachments": [], "messageRequesterChannel": "C09JH1RMXTY", "source": "slack", "formValues": [ { "value": "Review the new AI models submitted yesterday", "fieldName": "description" }, { "value": "Deeplogix", "fieldName": "organization" }, { "value": "OPEN", "fieldName": "status" } ], "summaryTitle": null, "messageResponderChannel": "C09JK2D3JQZ", "messages": [], "updatedAt": 2850112357, "summarySolution": null, "summaryProblem": null, "description": "Review the new AI models submitted yesterday", "approvers": {} }, "displayFields": { "assignees": [], "requester": [ { "id": "U01MLKU9XZB", "displayName": "Jordan Mendes" } ], "descriptionUserMap": {}, "organization": "Deeplogix" } } ``` #### Updated ``` { "ticket": { "ticketNumber": "847", "teamTicketId": "zenith-847", "followers": {}, "teamName": "Zenith Corp", "queueId": "c9edab55-a3f1-4abc-b834-9f78e3cd0e4a", "formId": "9f42db38-3f45-41f7-b123-972f3d6542c1", "messageResponderId": "2847392847.184739", "status": "CLOSED", "messageRequesterId": "2847392846.984321", "updatedBy": "U01XZGTRPL8", "messageResponderCount": 1, "teamId": "T02ZXY1B2MN", "createdBy": "U01XZGTRPL8", "closedDate": "2025-06-11T13:45:20.001Z", "extTicketRef": [ "T02ZXY1B2MN-992384" ], "requesterId": "U01XZGTRPL8", "responderThreadPermalink": "https://zenithops.slack.com/archives/C09JK2D3JQZ/p2847392847184739?thread_ts=2847392847.184739&cid=C09JK2D3JQZ", "isCollaborationTicket": false, "archived": false, "messageLastRequesterTime": 2847392848, "id": "bb45d113-09a1-4ff9-b372-6e45b971ccf8", "isSlackConnect": false, "tags": ["question"], "messageLastRespondTime": 2847392859, "teamDomain": "zenithops", "__typename": "Ticket", "requesterActionTs": "2847392848.284392", "requesterTicketPermalink": "https://zenithops.slack.com/archives/C09JH1RMXTY/p2847392846984321", "requesterThreadPermalink": "https://zenithops.slack.com/archives/C09JH1RMXTY/p2847392847284392?thread_ts=2847392846.984321&cid=C09JH1RMXTY", "messageRequesterCount": 1, "assignee": "U06YTRAB1VZ", "responderTicketPermalink": "https://zenithops.slack.com/archives/C09JK2D3JQZ/p2847392847184739", "createdAt": 2847392846, "attachments": [], "messageRequesterChannel": "C09JH1RMXTY", "source": "slack", "formValues": [ { "value": "UNASSIGNED", "fieldName": "assignee" }, { "value": "CRITICAL", "fieldName": "priority" } ], "summaryTitle": null, "messageResponderChannel": "C09JK2D3JQZ", "messages": [ { "responderTs": [ "2847392847.658329" ], "initiator": "REQUESTER", "requesterTs": [ "2847392846.984321" ] }, { "responderTs": [ "2847392858.213847" ], "initiator": "RESPONDER", "requesterTs": [ "2847392859.102938" ] } ], "updatedAt": 2847392875, "summarySolution": null, "summaryProblem": null, "description": "Hi, I need help with my laptop", "approvers": {} }, "displayFields": { "assignees": [ { "id": "U06YTRAB1VZ", "displayName": "andrea" } ], "requester": [ { "id": "U01XZGTRPL8", "displayName": "Customer Care" } ], "descriptionUserMap": {}, "organization": null, "firstReplyTime": "2025-06-11T13:42:31.000Z" } } ``` #### New Reply/Comment ``` { "ticket": { "ticketNumber": "5931", "teamTicketId": "zenithops-5931", "followers": {}, "teamName": "Zenith Operations", "queueId": "c8feab11-f7c2-40df-8421-df32e6030e9b", "formId": "8732af22-a1cd-4c65-a113-b732ae47e2f4", "messageResponderId": "2850193845.103847", "status": "IN_PROGRESS", "messageRequesterId": "2850193844.928374", "updatedBy": "U01XZGTRPL8", "messageResponderCount": 0, "teamId": "T02ZXY1B2MN", "createdBy": "U01XZGTRPL8", "extTicketRef": [ "T02ZXY1B2MN-883421" ], "requesterId": "U01XZGTRPL8", "responderThreadPermalink": "https://zenithops.slack.com/archives/C09JK2D3JQZ/p2850193845103847?thread_ts=2850193845.103847&cid=C09JK2D3JQZ", "isCollaborationTicket": false, "archived": false, "messageLastRequesterTime": 2850193846, "id": "a9b6c003-25e1-4f79-8d83-108fb321fa2d", "isSlackConnect": false, "tags": [], "messageLastRespondTime": 2850193844, "teamDomain": "zenithops", "__typename": "Ticket", "requesterActionTs": "2850193846.204981", "requesterTicketPermalink": "https://zenithops.slack.com/archives/C09JH1RMXTY/p2850193844928374", "requesterThreadPermalink": "https://zenithops.slack.com/archives/C09JH1RMXTY/p2850193846204981?thread_ts=2850193844.928374&cid=C09JH1RMXTY", "messageRequesterCount": 1, "assignee": "UNASSIGNED", "responderTicketPermalink": "https://zenithops.slack.com/archives/C09JK2D3JQZ/p2850193845103847", "createdAt": 2850193844, "attachments": [], "messageRequesterChannel": "C09JH1RMXTY", "source": "slack", "formValues": [ { "value": "UNASSIGNED", "fieldName": "assignee" }, { "value": "MEDIUM", "fieldName": "priority" } ], "summaryTitle": null, "messageResponderChannel": "C09JK2D3JQZ", "messages": [ { "responderTs": [ "2850193845.748392" ], "initiator": "REQUESTER", "requesterTs": [ "2850193844.928374" ] } ], "updatedAt": 2850193848, "summarySolution": null, "summaryProblem": null, "description": "Can you help me with the access to the new service?", "approvers": {} }, "externalTickets": [ { "external": { "ticketId": "883421", "url": "zenithops.zendesk.com/agent/tickets/883421" }, "version": 2, "modified": "2025-06-11T13:43:01.214Z", "object": { "link": "https://zenithops.zendesk.com/agent/tickets/883421" }, "suptask": { "type": "Zendesk", "teamId": "T02ZXY1B2MN" }, "created": "2025-06-11T13:43:01.214Z", "teamId": "T02ZXY1B2MN", "suptaskTicketId": "a9b6c003-25e1-4f79-8d83-108fb321fa2d", "id": "T02ZXY1B2MN-883421", "entity": "ExternalTicket" } ], "user": { "id": "U06YTRAB1VZ", "name": "andrea", "email": "andrea@zenithops.com" }, "text": "_Synced from Suptask_\n\nandrea:\nHola", "rawText": "Hola", "dispatchedFrom": "responder" } ``` # Export API How to programmatically export data from Suptask ### Overview The Export API gives you access to a private area which you can access programmatically to get access to all your ticket data, which is updated on a daily, weekly or monthly basis. It is ideal if you want to continuously export all your tickets to a separate storage for additional analysis, or for auditing and compliance. *** ### How it works All ticket information will be collected and available within your private API area, where you can retrieve them programmatically. It will be the same information and format that is available in the [Report](/working-with-tickets/overview-and-analytics/reports), which you can set up on your Suptask account.\ \ With the private API area you can list and download the file objects which contains all the ticket information. *** ### Request Export API access The Export API requires a valid API access key pair in order to authenticate. {% hint style="info" %} Contact [Suptask Support](/getting-started/contact-support) to retrieve your access token and get started with the Export API. {% endhint %} # GitHub {% hint style="warning" %} Integrations is a part of the Custom plan. Additional cost might apply. {% endhint %} The GitHub integration connects Suptask ticketing with your software development workflow. When a support ticket requires engineering attention, you can link it directly to a GitHub issue - keeping support agents and developers in sync without leaving Slack. **Use cases with Suptask:** * Automatically create GitHub issues from Suptask tickets that require development work. * Link existing GitHub issues to Suptask tickets for full context. * Keep support agents updated on issue status and comments without switching tools. *** ### Requirements You need a [GitHub](https://github.com) account and a **Personal Access Token (classic)** to set up the integration. The token must belong to a GitHub user with access to the repositories you want to connect. *** ### Generate a Personal Access Token in GitHub 1. Log in to [github.com](https://github.com) and click your **profile photo** in the upper-right corner. 2. Go to **Settings**. 3. In the left sidebar, scroll down and click **Developer settings**. 4. Click **Personal access tokens** → **Tokens (classic)**. 5. Click **Generate new token** → **Generate new token (classic)**. 6. Give the token a descriptive name, such as **Suptask Integration**. 7. Set an **expiration** — Suptask recommends selecting **No expiration** or a long-lived date to avoid interruptions. 8. Under **Select scopes**, enable the following: | Scope | Why it's needed | | ---------- | ----------------------------------------------------------- | | `repo` | Full access to repositories (issues, comments, status) | | `read:org` | Read organization membership (required for org-level repos) | 9. Click **Generate token**. 10. **Copy the token immediately** — GitHub will not show it again. {% hint style="warning" %} Store the token securely. Anyone with this token can access your repositories with the permissions granted above. {% endhint %} *** ### Share the Token with Suptask Once you have your token, pass it to the Suptask Integrations Specialist (SIS): 1. Share the **Personal Access Token** securely with your SIS contact. 2. Include the **GitHub username** associated with the token. 3. Include the **repository URL(s)** you want to connect, e.g.:\ `https://github.com/your-org/your-repo` {% hint style="info" %} The integration will be enabled for a specific Inbox or Form of your choice. {% endhint %} *** ### Example of how it works 1. A ticket is created in Suptask via Slack. 2. An agent reviews the ticket and decides it needs engineering work. 3. The agent triggers a GitHub issue creation directly from the Suptask ticket in Slack. * This can also happen automatically for every ticket created in a specific Inbox. 4. A GitHub issue is created and linked to the Suptask ticket. 5. Comments and status updates are synced between Suptask and GitHub. 6. Agents can reply and track progress directly in Slack - no need to switch to GitHub. *** ### How to get started The GitHub integration is set up and enabled together with the Suptask Integrations Specialists (SIS). {% hint style="info" %} Contact Suptask Support for more information and to get started. {% endhint %} # Integrate with other Slack Apps Learn how to automate and integrate with other Slack Apps ### Overview Suptask is built to identify and parse messages from other Apps / bots in Slack, which it can automatically create tickets from. This can empower you to integrate automatic ticket creation based on triggers from other Slack apps, directly in your Slack workspace. *** ### Example use cases * **Alerting App**\ When an alerting app sends a message in a channel, you would want to have a ticket created automatically in Suptask, in order to remediate that alert and follow up on the task. * **HR onboarding**\ Have your HR platform (such as Rippling) send a message in a Slack channel which Suptask picks up to make a ticket from. * **Other ticketing systems** \ When another ticketing system is used, such as Zendesk, you can have it write the ticket as a message in a Slack channel, which Suptask can pick up and create an internal ticket of. \ This can be useful if several teams need to send tickets to each other across systems. *** ### How to set up {% hint style="info" %} Get started by setting up [Automatic ticket creation](/working-with-tickets/for-agents-who-respond-and-manage-tickets/how-to-automatically-create-tickets-from-new-messages) on your Inbox and Form. {% endhint %} Before setting up the integration, make sure to create a dedicated channel for the integration, where the other App can post messages and where Suptask can pick these up to create Tickets. 1. Configure a **Form** in your Inbox to create tickets from messages **automatically** in a selected Slack channel. * [Learn more about the different Form types](/setup-and-configure/forms-and-fields/what-are-ticket-forms-and-fields#type-of-form) 2. Set up your other Slack App to **post messages** to the Slack channel 3. Suptask will automatically create a ticket from each new message in the channel, with all the content posted by the other app. # External issue & ticketing systems # Create tickets from Suptask to GitLab Learn how to set up the integration with GitLab ### Overview The Suptask integration with GitLab enables you to escalate tickets directly from Slack to GitLab. With a single reaction emoji (**the :tornado: 🌪️**) you'll be able to create tickets to your choice of repositories, directly from a Suptask ticket in Slack. *** ### **Prerequisites** 1. The account name of your GitLab account. Can either be an organization or personal account.\ In this example the account name is **acme.inc,** the repository is **core** (case-sensitive) and the server is \*\*: \*\*; 2. Create an access token for your user account in GitLab. You can find it from your user profile or by navigating to your user account > Preferences > Access tokens.\ Access tokens can also be created for Projects. In such a case, make sure the **Role** is set to minimum **Developer**. \ \ The minimum **Scope** for the token needs to be the following:\ `api`Store the token once you have it. You will need it when configuring the integration within Suptask. *** ### **Set up the GitLab integration** 1. Navigate to the [Integrations page](https://app.suptask.com/account/settings) in your Account. 2. Press on **+GitLab** button to create a new Gitlab integration. 3. **Give it a** **name** and **specify what Suptask ticket forms to enable** the integration for. Tickets initiated through forms are then enabled with the trigger to create a ticket within the integration system (in this case GitLab). 4. Next you will need to create credentials for your integration. Credentials can be shared across several integrations of the same type. \ Here you will need your **GitLab server URL** and the **Access token** that you stored from your Gitlab account. 5. Proceed to the next step and enter the **GitLab account name** that you collected from the preparation step. 6. Specify what **repositories** in GitLab you want to enable the integration for. Make sure you enter the exact name, case sensitive. If you enter the incorrect name, the integration connection will not work. 7. Finally specify if you want to add any default **GitLab labels** to the tickets that are created from Suptask. 8. Done! The integration is now activated. *** ### **Using the GitLab integration with Suptask** 1. Make sure you are within the **Responder channel** of your Inbox. 2. On one of the received tickets in the channel, add **the :tornado: 🌪️ reaction emoji** to the ticket message in the channel. See below for a sample screenshot. 3. This will trigger a selection where you can specify to what **integration target** you want to **send the new ticket,** the same as configured in the previous step. 4. From here you will be able to edit the Description and Title of the issue sent to Gitlab. The Description field is pre-populated with a default template which you can edit according to your needs. Use the Suptask ticket **placeholders** to include Suptask ticket information automatically into the Gitlab issue.\ Especially the ticketUrl placeholder is valuable as it takes you directly to the Suptask ticket in Slack as a reference. Gitlab supports quick actions which can help you perform further actions by entering these directly at the end of the Description field. This allows you to for example set specific labels for the created issue. \ Read more [here](https://docs.gitlab.com/ee/user/project/quick_actions.html) Example screenshot on adding the **the :tornado: 🌪️** to a ticket message in the responder channel:
After creating a related ticket in GitLab, the ticket message thread in Slack will receive the GitLab issue url, **linking the both tickets together**. # Create tickets from Suptask to GitHub Learn how to use the GitHub integration with Suptask Overview The Suptask integration with GitHub enables you to escalate tickets directly from Slack to GitHub. With a single reaction emoji (the :cloud\_tornado: :tornado:) you'll be able to create tickets to your choice of repositories, directly from a Suptask ticket in Slack. *** ### **Prerequisites** 1. The account name of your GitHub account. Can either be an organization or personal account. Specify the GitHub account name without the domain. If you are using github.com/**acme-inc** then the account name specified in this field should be **acme-inc** (case-sensitive). 2. Create a personal access token for your user account in GitHub. You can find it from your user profile or by navigating here [github.com/settings/tokens](https://github.com/settings/tokens). \ The scope for the token needs to be the following: repo : Full control of private repositoriesStore the token once you have it. You will need it when configuring the integration within Suptask. *** ### **Set up the GitHub integration** 1. Navigate to the [Integrations page](https://app.suptask.com/account/settings). 2. Press on **+GitHub** button to create a new GitHub integration. 3. **Give it a** **name** and **specify what Suptask ticket forms to enable** the integration for. Tickets initiated through forms are then enabled with the trigger to create a ticket within the integration system (in this case GitHub). 4. Next you will need to create credentials for your integration. Credentials can be shared across several integrations of the same type. \ Here you will need your **GitHub username** and the **access token** that you stored.\ Note: The username is not always the same as the account name. 5. Proceed to the next step and enter the **GitHub account name** that you collected from the preparation step. 6. Specify what **repositories** in GitHub you want to enable the integration for. Make sure you enter the exact name, case sensitive. If you enter the wrong name, the integration connection will not work. 7. Finally specify if you want to add any default **GitHub labels** to the tickets that are created from Suptask. 8. Done! The integration is now activated. *** ### **Use the GitHub integration with Suptask** * Make sure you are within the **Responder channel** of your **Inbox.** * On one of the received tickets in the channel, add the :cloud\_tornado: (:tornado:) **reaction emoji** to the ticket message in the channel. See below for sample screenshot. * This will trigger a selection where you can specify to what **integration target** you want to **send the new ticket to**. * Use the **placeholders** to add in Suptask ticket information. Especially the ticketUrl placeholder is valuable as it takes you directly to the Suptask ticket in Slack as a reference. Example screenshot on adding the tornado reaction emoji to a ticket message in the Responder channel:
After creating a related ticket in GitHub, the ticket message thread in Slack will receive the GitHub issue url, linking the both tickets together. # Create tickets from Suptask to JIRA Learn how to use the JIRA integration with Suptask {% hint style="danger" %} This is a deprecated document which have been replaced by the [new JIRA integration](/integrations-automations-and-workflows/integration-guides/jira-software). {% endhint %} ### Overview The Suptask integration with JIRA (e.g JIRA software) enables you to escalate tickets directly from Slack to JIRA. With a single reaction emoji (the 🌪️ :tornado:) you'll be able to create tickets to your choice of repositories, directly from a Suptask ticket in Slack. {% hint style="info" %} Contact [Suptask Support](/getting-started/contact-support) to get access and help you set up the JIRA integration in Suptask. {% endhint %} *** ### **Prerequisites** 1. Create an API token for your user account in JIRA.( \ Store the token once you have it. You will need it when configuring the integration within Suptask. 2. The JIRA Project ID (e.g *10000*) of the Project where you want tickets to be created in.\ Read more: ; 3. The issue type ID (e.g *10001*) which should be used when creating the issue in JIRA\ Read more: 4. The email of your JIRA/Atlassian user account e.g ** 5. The URL of your JIRA Software instance e.g ** *** ### **Use the JIRA integration with Suptask** * Make sure you are within the **Responder channel** of the **Inbox**. * On one of the received tickets in the channel, add the (the 🌪️ :tornado:) **reaction emoji** to the ticket message in the channel. See below for sample screenshot. * This will trigger a selection where you can specify to what **integration target** you want to **send the new ticket to**. * Use the **placeholders** to add in Suptask ticket information. Especially the ticketUrl placeholder is valuable as it takes you directly to the Suptask ticket in Slack as a reference.\ These placeholders include the Suptask ticket link, description, fields, ID etc. Example screenshot on adding the tornado to a ticket message in the Agent Responder channel:
After creating a related ticket in JIRA, the ticket message thread in Slack will receive the JIRA issue url, linking the both tickets together.
# How to create Suptask tickets from Zendesk Learn about the Zendesk integration Zendesk is a popular customer support ticketing system which are used by companies to handle tickets from customers. Suptask and Zendesk is very often used together. Suptask is the internal ticketing among teams where escalations or 2nd level ticketing is managed. To make this easier for our customers, we have released a custom made Zendesk app. This new Zendesk app enables an integration directly with Suptask with some great values * Create tickets in Suptask directly from a Zendesk ticket. * Automatic links between Zendesk and Suptask tickets. * Team-to-team ticketing in Slack via Suptask ticketing. ### How to setup the integration between Suptask and Zendesk 1. Install the Suptask App for Zendesk [from the Zendesk Marketplace.](https://www.zendesk.com/marketplace/apps/support/873614/suptask/) 2. The app is exposed in the right app menu when a ticket is opened. See screenshot below. 3. From the Suptask integration Zendesk app you can directly create Suptask ticket by selecting what Form to post and from which Slack channel to post it from (which is defined within the Form). ...but before you can see any Suptask Form, you will need to enable them from Suptask Admin interface. 1. Move to the [Integration section in Suptask Admin interface](https://app.suptask.com/integrations) 2. Edit the Zendesk integration 3. Select what Suptask Forms you want to expose in the Zendesk integration 4. Press Update to store your selection. 5. Done! Suptask Forms should now show up in the integration in Zendesk # Email-to-Slack Ticketing Receive tickets via Email into Slack with Suptask # Email-to-Slack Ticketing Receive tickets via Email into Slack with Suptask {% hint style="warning" %} Email ticketing integration is a part of the Custom plan. Additional cost might apply. {% endhint %} ### Overview The Email integration in Suptask allow you to receive emails which Suptask will automatically make a ticket of in Suptask, inside of Slack. You can easily work on the ticket inside of Slack, like any other Suptask ticket. Replies on the Suptask ticket in Slack will automatically be sent as replies via email back to the end-user who submitted the ticket via email. Users will receive a confirmation email back when their ticket has been created. This allow them to reply via email on the ticket, without having to be inside of Slack. The communication is **bi-directionally** synced between Slack and the Email. {% embed url="" %} *** ### How it works The user sends an email request to . He will receive a confirmation email back from Suptask, confirming that a ticket has been created:
Ben who is an Agent in Suptask, will receive a notification inside of Slack with a direct access to the ticket including the ticket thread. This will include all email information which is now readable in Slack using Suptask:
Ben can read through the email sent by Bob inside of Suptask. She can reply on the ticket in Suptask, by using the ticket message thread:
Ben's reply will automatically be sent as an email back to the user who requested the ticket. Bob can view the conversation of the ticket within the email.
The user can reply on the email to add additional information to the ticket, including attachments. He will have visibility of the complete message reply thread of the ticket, and all information will be synced automatically into Slack. *** ### How to configure the Email forwarding Email is configured within your Inbox in Suptask. 1. Select **Configure** on your Inbox 2. Go to **Source > Email** 3. Enable it and type in **the** **email** that will be used by your end-users 1. For example: 4. Enter the default **Sender name** and apply any additional settings. 5. **Update** the Inbox. 6. Now you will need to set up forwarding in your Email provider
In order to complete the setup, you will need to follow the below steps: 1. Forward emails from the adress on your end that you own to\ **** 1. For example, emails to should automatically be forwarded to ****
2. Once the forwarding is set up, send an email to the address and confirm the ticket is created in Suptask. {% hint style="info" %} **Setup guides**\ You can find email forwarding guides for different providers: * [Gmail / Google Workspace](/integrations-automations-and-workflows/email-ticketing-setup/how-to-configure-the-email-integration-for-gmail-and-google-workspaces) * [Microsoft Outlook](/integrations-automations-and-workflows/email-ticketing-setup/microsoft-outlook) {% endhint %} Contact [Suptask Support](/getting-started/contact-support) if you have any issues related to the Email integration. *** ### How the Email addresses will be used 1. The first email from a user to should be forwarded to * Suptask will validate the email, the forwarding address and the mapping to the Suptask Inbox. 2. Suptask will send an automatic reply back to the user with a confirmation that the email request has been received together with the ticket number. This email will be sent from the sender name **Acme Inc** and will use the sender address . * Reach out to if you are interested in a custom domain. 3. The Suptask Agent named Kate will reply on the ticket. The user will receive an email from the sender name **Kate (Acme Inc)** with the sender address . {% hint style="success" %} Suptask domains are using the most recent email security to ensure email deliveries. This includes DMARC, DKIM and SPF. {% endhint %} # Gmail & Google Workspaces Configure and troubleshoot the email integration for Gmail and Google Workspaces ### Overview In this article we help guide you through how a common setup can look in Gmail & Google Workspaces when integrated with Suptask. The Suptask Email integration is receiving emails from an address which in turn forwards the emails to Suptask. By using forwarding from a local address on the customer side, Suptask can validate the emails and direct them to the correct Inbox, as well as secure who delivers the emails to Suptask. [Learn more on how the email integration works.](https://support.suptask.com/en/getting-started/how-to-set-up-the-email-integration) We will make use of the **Routing rules** **in Gmail** in order to setup forwarding to Suptask. *** ### How to configure forwarding Navigate to the Gmail app configuration inside of the Admin panel of Google Workspaces. In here you can set 1. In the Workspace Admin panel, open the **Apps** 2. Select **Google Workspace** 3. Select the **Gmail app** 4. Select **Default routing** 5. Select **Add Another Rule** in order to create a new routing rule. The important fields to set up next in the rule are: * **Single recipient Email address** - Which incoming email this rule should be applied to. This is your local address. * **Add more recipients** - Use the Basic setup and enter the Suptask email address to forward emails to: **** * **Options** - Make sure to have this value selected: **Perform this action on non-recognized and recognized addresses** *** ### Example of a routing rules
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