Suptask
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  • 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
  • Overview your tickets as an Agent
  • Tickets overview inside of Slack
  • Tickets overview on the web
  • Manage tickets
  • Can't find the Suptask App in Slack?

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  1. Working with tickets
  2. For Agents: who respond and manage tickets

Overview and manage tickets as an Agent

Learn how to overview and track your tickets as an Agent

PreviousFor Agents: who respond and manage ticketsNextResponding to tickets

Last updated 6 months ago

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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 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. Use Customize Views to change what columns to view and what filters to apply. This includes custom fields.

  2. 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.


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.


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.

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

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

You can make sure to always have Suptask visible in the left side menu on Slack by adding it as a favorite.

https://app.suptask.com/tickets
Account settings
Learn how to display Suptask in Slack
Suptask Web App