Slack External Connections
Learn how to set up Suptask with Slack External Connections
Overview
External Connections (previously Slack Connect) allows workspaces in Slack to work together via shared channels.
This can empower organizations to provide support to customers via shared External Connections channels.
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:
Your customer's users will only have access to the tickets submitted in the channels they are invited to.
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.
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.
Setup Inboxes and Forms
You can use any Inbox for External Connections channels and configure your Form to receive tickets from channel(s).
Open your Inbox and create a new Form
Set up your Form with any type that empowers External Ticketing, such as Collaborative ticketing.
When configuring the Form, select the channels where the Form should be enabled.
This should be your customer channels e.g #ext-customer-a, #ext-customer-b
Invite Suptask App to the channels where you want to enable ticketing.
Optionally customize Suptask settings to improve the experience for your end-users
Such as controlling if agent control buttons should be visible in the channel.
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:
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
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).
Due to the limitations of External Connections, there are limited actions available for external workspaces in the Suptask app in Slack.
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.
How to submit tickets in External Connection's channels
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:
Example on how to submit a ticket using the ticket emoji
Other ticket submissions methods are not available in External Connections due to the limitations that Slack have implemented.
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.
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.
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.
Having questions about External Connections? Reach out to Suptask Support.
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