# 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.

***

### 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 %}

***

### 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](/working-with-tickets/essentials-for-your-daily-work/how-to-display-suptask-in-slack.md)


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# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://support.suptask.com/working-with-tickets/for-agents-who-respond-and-manage-tickets/overview-and-manage-tickets-as-an-agent.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.