# Overview and manage tickets as an Agent

**Suptask is available for all Agents** in the Slack workspace. Every Agent can easily overview and track their tickets from the Suptask App in Slack. 

There is also an extended overview available on the [Suptask Web App](https://app.suptask.com/tickets) that comes with additional filters, customizations and presets which all Agents have access to. 

{% hint style="info" %}
An Agent will have access to view and manage tickets that belong to the Inboxes where he is the member of the connected Responder channel.
{% endhint %}

### Overview your tickets as an Agent

{% embed url="<https://youtu.be/PiSjZvb3Pzc?si=giKW_vNU7og5NwsU>" %}

### Tickets overview inside of Slack

1. Open Suptask App in the left side menu on Slack
2. Press on **Select filters** button to the right
3. Select your desired filters e.g **My active requested tickets**
4. The filtered tickets will be listed&#x20;
5. Open a ticket by pressing on **View**.&#x20;
6. From here you can view, manage and reply on tickets.&#x20;

### Tickets overview on the web

1. **Open Web Overview** - Link button can be found from Suptask App Home in the left side menu on Slack. You can also navigate directly to <https://app.suptask.com/tickets>
2. Use **Customize Views** to change what columns to view and what **filters** to apply. This includes custom fields.
3. Open a ticket by pressing on the item in the list to view the details of the ticket.&#x20;

#### Custom views

Creating custom views can help you create focused overviews of your tickets:

* Overview what tickets that are Unassigned.&#x20;
* Track what tickets are missing a reply.&#x20;
* Overview ticket for a specific form.&#x20;
* Filter out the tickets assigned to you.

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### Manage tickets&#x20;

{% embed url="<https://youtu.be/-clT80bu_ko?si=aXhtUDOSFRY00wKu>" %}

Agents can edit and view details of a ticket, including assigning and changing the status. When a ticket is submitted, all the information on the Form is available for the Agent to review.

{% hint style="info" %}
Customize if the Agent controls (View & Edit, Assign etc) should be displayed in the channel where the ticket was submitted by toggling the option **Visibility of the Agent controls** in your [Account settings](https://app.suptask.com/account/settings)
{% endhint %}

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### Can't find the Suptask App in Slack?&#x20;

Try to search for *"Suptask"* in Slack and you should find the App if it is installed.&#x20;

You can make sure to always have Suptask visible in the left side menu on Slack by adding it as a favorite. \
[Learn how to display Suptask in Slack](https://support.suptask.com/working-with-tickets/essentials-for-your-daily-work/how-to-display-suptask-in-slack)