Email-to-Slack Ticketing

Receive tickets via Email into Slack with Suptask

Contact Suptask Support to request access to the Email ticketing integration.

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.

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How it works

The user sends an email request to [e-mail]. 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.

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How to configure the Email integration in Slack

Follow the below steps to set up the email integration:

1. Forwarding emails from an adress that you own to [e-mail] Ex: [e-mail] has a forwarding rule for all emails to [e-mail]

2. Set up a form in your Suptask Inbox which will be used to create email tickets. Ex: Email form inside of my IT-helpdesk Inbox.

3. Enable the mapping between your email address and the Suptask Inbox Ex: Emails to [e-mail] should go to the Suptask IT-helpdesk Inbox

4. Define your organization or team name that will be visible in the sender name field of the emails. Ex: "Acme Inc" or "IT Team"

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How Email addresses will be used

1. The first email from a user to [e-mail] should be forwarded to [e-mail]

   • 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 [e-mail].

   • Reach out to [e-mail] 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 [e-mail].

Suptask domains are using the most recent email security to ensure email deliveries. This includes DMARC, DKIM and SPF.