Suptask
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  • Welcome
  • Getting Started
    • Install Suptask
      • Slack permission scopes
      • Invite the Suptask App
    • Your first Inbox & Form
    • Ticket submission
    • Manage and Reply on tickets
    • Key concepts
    • User Guides
      • Ticketing as an Agent
      • Ticketing as a User
      • Rollout and Onboarding guide
    • FAQ & Troubleshooting
    • Contact Support
    • Videos
  • Setup & Configure
    • Inboxes
      • Inboxes
      • Users and Agents in the same channel
      • Service Level Agreements (SLA)
      • Agent Work Hours
      • Automatically create tickets from new messages
      • Migrate to the new generation
    • Forms & Fields
      • Forms
      • Custom Fields
      • Default Fields
      • Custom Statuses
      • Tags
      • Using the Organization field
    • Users & Permissions
    • Slack External Connections
    • Multiple Slack Workspaces
      • Multiple Workspaces & Slack Community
      • Enterprise Grid
    • Branding & White-labeling
    • Language & Translations
  • Working with tickets
    • For Agents: who respond and manage tickets
      • Overview and manage tickets as an Agent
      • Responding to tickets
      • Move or Escalate to another Inbox
      • Submit tickets on behalf of a user
      • Request and manage Approvals
      • Customer Satisfaction Score (CSAT)
      • Templated answers with Canned Replies
      • AI Assistant
      • Followers
      • Delete tickets
    • For Users: who submit tickets
      • How to submit a ticket
      • Overview your tickets as a user
    • Overview & Analytics
      • Overview and track tickets
      • Dashboard
      • Reports
    • Essentials for Your daily work
      • Tickets Summary Notifications
      • Setup one-click emoji reactions
      • How to search for tickets
      • Display Suptask in Slack
  • Integrations, Automations & Workflows
    • Introduction to Integrations
    • List of integrations
    • Integration guides
      • Slack Workflows
      • WhatsApp
      • JIRA Software
      • Zendesk
      • ClickUp
      • Notion
      • Google Sheets
      • Suptask API
      • WebHooks
      • Export API
      • Integrate with other Slack Apps
      • External issue & ticketing systems
        • Create tickets from Suptask to GitLab
        • Create tickets from Suptask to GitHub
        • Create tickets from Suptask to JIRA
    • Email-to-Slack Ticketing
      • Email-to-Slack Ticketing
      • Gmail & Google Workspaces
      • Microsoft Outlook
      • AI Email routing
    • On-call rotation
    • Automations in Suptask
  • Account Management
    • Account Settings
    • Subscription & Billing
      • Subscription & Billing
      • Integrations billing
      • Limitations in the Free plan
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On this page
  • Overview
  • Best Practices
  • How to use Suptask with External Connections
  • Setup Inboxes and Forms
  • How your customers can use Suptask
  • Overview and track tickets
  • How to submit tickets in External Connection's channels
  • Who have access to the tickets?
  • Automatic onboarding & training
  • External Connections vs Multiple Workspaces
  • Agents from other Slack Workspaces

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  1. Setup & Configure

Slack External Connections

Learn how to set up Suptask with Slack 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.


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).

  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.

    1. Such as controlling if agent control buttons should be visible in the channel.

  5. 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

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

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.


PreviousUsers & PermissionsNextMultiple Slack Workspaces

Last updated 1 month ago

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Optionally customize to improve the experience for your end-users

Other are not available in External Connections due to the limitations that Slack have implemented.

Having questions about External Connections? Reach out to .

Suptask settings
Forms
Suptask Support
Learn how to find the Suptask App in Slack
Learn more
ticket submissions methods
The Suptask App will automatically be available for all external organizations without having to install it.
Notifications are sent from Suptask to users who have active tickets
This is an example of a welcome onboarding message when a new user is joined into the channel.
Ticket emoji on messages
Automatic ticket creation