> For the complete documentation index, see [llms.txt](https://support.suptask.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://support.suptask.com/working-with-tickets/for-agents-who-respond-and-manage-tickets/overview-and-manage-tickets-as-an-agent.md).

# Overview and manage tickets as an Agent

**Suptask is available for all Agents** in the Slack workspace. As an Agent you can overview, track and manage your tickets both from the Suptask App in Slack and from the Suptask Web App.

{% 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 %}

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

***

### Choosing between Slack and the Web

Both surfaces show the same tickets, and you can move between them at any time.

* **Slack** is quickest for checking your queue and jumping into a ticket you are already discussing with your team.
* **The Web** adds saved views, more columns, quick actions, auto-refresh and export, which is useful when you are working through a larger volume of tickets.

***

### Overview tickets in Slack

1. Open the **Suptask App** in the left side menu on Slack.
2. Press on the **Select filters** button to the right.
3. Select your desired filters, for example **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.

{% hint style="info" %}
The Suptask App Home will automatically remember the last filter applied and save that for your next visit.
{% endhint %}

To view all details of a ticket in Slack, open the ticket and press the **View & Edit** action button. The ticket information is also visible in the right side menu.

{% content-ref url="/pages/UuBAxNBeqLQnmKuTfvZ1" %}
[Display Suptask in Slack](/working-with-tickets/essentials-for-your-daily-work/how-to-display-suptask-in-slack.md)
{% endcontent-ref %}

***

### Overview tickets on the Web

1. Navigate to the [**Tickets overview**](https://app.suptask.com/tickets).
   * You can also reach it from the Suptask App Home in Slack by pressing **Open Web overview**.
2. Use **Filter** and **Customize Views** to change what tickets are listed and what columns to display, including your Custom Fields.
3. Open a ticket by pressing on the item in the list to view the details of the ticket.

The Web overview also lets you save and share views, change assignee, priority and status directly from the list, keep the list updated with auto-refresh, and export your tickets to CSV or Excel.

{% content-ref url="/pages/q2MPx0NOjI7ZWiwwJqe2" %}
[Overview and track tickets](/working-with-tickets/overview-and-analytics/how-to-overview-and-find-your-tickets.md)
{% endcontent-ref %}

***

### Manage tickets

{% 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
{% endhint %}

{% content-ref url="/pages/FktVNYMhs2xmToLtfHk0" %}
[Responding to tickets](/working-with-tickets/for-agents-who-respond-and-manage-tickets/how-to-respond-and-manage-tickets.md)
{% endcontent-ref %}

***

### 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