Slack Connect
Learn how to set up Suptask with Slack Connect
Last updated
Learn how to set up Suptask with Slack Connect
Last updated
Slack Connect allows workspaces in Slack to work together via shared channels.
This can empower organizations to provide support to customers via shared Slack Connect channels.
You can set up Suptask to support your users in Slack Connect channels.
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.
You can use any Inbox for Slack Connect channels and configure your Form to receive tickets from channel(s).
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.
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.
Learn more:
Workspaces that are invited externally to a Slack Connect channel will be the users, such as your customers.
Suptask have built a unique solution for your users in Slack Connect channels, that allow them to get access to the Suptask app without having to install it.
Users can easily track all their ticket requests in the Suptask app that will be visible in the left-side menu in Slack automatically.
Due to the limitations of Slack Connect, there are limited actions available for external Slack Connect workspaces in the Suptask app in Slack. Users will automatically see their own tickets.
Users and Agents can submit tickets in Slack Connect channels from any message sent in the channel.
This is empowered by using the ticket emoji on messages .
Other ticket submissions methods are not available in Slack Connect due to its limitations.
Slack Connect is often used to support customers and other organizations via shared channels. Here follows a set of best practices to use Suptask with this setup.
Prefix your channels if you are managing multiple customers: #ext-company-a #ext-company-b #ext-company-c
Invite the Suptask App to any new channel.
Add any new channels to the Forms in your Inboxes
Use different Forms depending on what request you are receiving from customers.
Use one Inbox per team that is managing tickets.
Slack Connect is suited for sharing single channels, while Suptask's Multiple Workspace support is suited for connect several Slack Workspaces together for ticketing.
We recommend you to invite any user who are an Agent to become a Guest user in the Workspace in order to get the full access to the Suptask App.
Having questions about Slack Connect? Reach out to Suptask Support.
