Suptask
Suptask Web AppSignup for FREE
  • 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
  • Agents and Inboxes
  • Overview of permissions
  • How to add and remove an Agent
  • How to manage Inboxes and Forms
  • How to add a Billing Admin

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  1. Setup & Configure

Users & Permissions

Utilize roles to assign different permissions to your users

Suptask offers a number of roles to help you manage and delegate different features across the ticketing system.

Agents and Inboxes

Only Agents that are added to an Inbox can access the tickets that have been submitted or moved to that Inbox.

This enables you to set up Inboxes for different teams, where only the Agents in each team will have access to the tickets within their Inbox.

Overview of permissions

Permissions
Suptask Admin
Billing Admin
Agent
User

Account-wide statistics on the Dashboard

X

View statistics of the assigned Inboxes from the Dashboard

X

Access to tickets in the assigned Inboxes

X

Manage and respond to tickets in the assigned Inboxes

X

Manage Inboxes & Forms

X

Account Settings

X

Subscription & Billing

X

X

Submit and view their own tickets

X

X

X

X


How to add and remove an Agent

All invited users in the connected Responder channel of an Inbox are automatically promoted to an Agent.

Adding a new Agent:

Invite the user to be a member of the Responder channel in Slack.

You can type this in this in the Slack channel: /invite @Adam

Removing an Agent

Remove the user as a member from the Responder channel in Slack.

You can type this in this in the Slack channel: /remove @Adam

There is a 6 hour grace period before the Agent will be added to your subscription and billed for,


How to manage Inboxes and Forms

Users who should have access to create and manage Inboxes and Forms will need to have the Suptask Admin role assigned.

With the Suptask Admin role assigned, users will have access to the Inboxes page, where they can overview all the Inboxes that they have access to, as well as creating new Inboxes.

Suptask Admin do not get automatic access to all Inboxes. The user need to be an Agent of the particular Inbox to have access to it.

How to add a Billing Admin

You can have specific users as billing admins, allowing them to manage the Subscription & Billing, including receiving the receipts.

Either ask the billing contact to login to the Suptask Web App. After they have logged in, proceed to promote their user to the Billing Admin role. Alternatively you can proceed with your own user through the checkout, and then change the billing contact person after the payment has been completed. This will be available on the receipt sent back to your email, where the billing contact and VAT can be updated.

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Last updated 4 months ago

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