Inboxes
Learn more about Inboxes and how they can be used in Suptask
Last updated
Learn more about Inboxes and how they can be used in Suptask
Last updated
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
The initial set up of Suptask includes a default Inbox based on your use case.
Follow these steps to set up a new Inbox:
Navigate to Inboxes in your Suptask account
Press on the New Inbox action button
The New Inbox wizard will guide you through the setup
Select one of the predefined names or enter a name of the new Inbox
Connect the Inbox with a Responder channel
Select an existing channel or enter a name to create a new.
Optionally invite Agents to your new Inbox
Done!
Agents and Users can optionally work in the same channel where tickets are submitted.
Learn more:
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.
To edit the display name or delete an Inbox, head over to Inboxes where you can manage each inbox:
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.
The users who are invited as members to the connected Responder channel in Slack will automatically receive Agent permissions.
Open the Responder channel in Slack
Invite the user to be a member of the channel
E.g to invite the user Ben in a channel, type: /invite @Ben
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
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.
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:
Visit Users & Permissions in your Account settings
Add the user as an Account admin to your Suptask account
Add the user to any existing Inbox that he should have access to by inviting the user to the Responder channel of the Inbox
This user is now an Agent and Admin of the Inbox
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.
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.
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 1: HR - Talent Acquisition
Form 1: Talent Acquisition Operations
Form 2: Workforce Planning
Inbox 2: HR - Onboarding
Form 1: Pre-onboarding
Form 2: Onboarding
Inbox 3: HR - Learning & Development
Form 1: Leadership development
Form 2: LMS access
Every Form can have Custom Fields to make sure the correct information is submitted with every request.
Inboxes can consist of multiple Forms that will help you route your tickets to your Inbox. Learn more about Forms to get you started.
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.
Inboxes can share the same Responder channel, learn more on how this can be used for access and multi-level categorization of tickets.
