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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. As an Agent you can overview, track and manage your tickets both from the Suptask App in Slack and from the Suptask Web App.

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.

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.

The Suptask App Home will automatically remember the last filter applied and save that for your next visit.

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.

Display Suptask in Slack

Overview tickets on the Web

  1. Navigate to the Tickets overview.

    • 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.

Overview and track tickets

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

Responding to tickets

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

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