Overview and manage tickets as an Agent

Learn how to overview and track your 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 that comes with additional filters, customizations and presets which all Agents have access to.

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.

Overview your tickets as an Agent

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

5. Open a ticket by pressing on View.

6. From here you can view, manage and reply on tickets.

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.

Custom views

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

• Overview what tickets that are Unassigned.

• Track what tickets are missing a reply.

• Overview ticket for a specific form.

• Filter out the tickets assigned to you.

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Manage tickets

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.

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

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Can't find the Suptask App in Slack?

Try to search for "Suptask" in Slack and you should find the App if it is installed.

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