Overview and track tickets
Learn how to overview and track tickets
Last updated
Learn how to overview and track tickets
Last updated
Everyone 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.
You can find additional videos and tutorials in the articles for Overviewing tickets as an Agent and as a User.
Open Suptask App on the left side menu on Slack
The default filter will show all the tickets your user have submitted.
To change the filter, press on Select filters button to the right
Select your desired filters e.g My active requested tickets
The filter will be automatically applied on the overview.
Select any of the available tickets to view, manage and reply.
The Suptask App Home will automatically remember the last filter applied and save that for your next visit.
Navigate to the Tickets Web Overview
You can also reach this from the Suptask App Home in the left side menu on Slack, by pressing on Open Web overview.
Use Customize Views to change what columns to view and what filters to apply. This includes custom fields.
Open a ticket by pressing on the item in the list to view the details of the ticket.
You can customize the Tickets overview on the Web and save it into different preset views, allowing you to quickly toggle between views and find the tickets you are looking for.
Filters Apply different filters to display the filters in the overview that matches the criterias.
Columns Select what columns to view based on the fields of tickets, including all your Custom Fields. This allow you to get all the ticket information visible in the overview.
Tips
Set up a view for Unassigned tickets to quickly identify what tickets that have not yet received an Assignee.
From the Tickets overview you can share a link with the applied filter of the current view. This allow you to send a certain filter to other users.
You can view all details on a ticket in the Web and in Slack.
Navigate to the Tickets overview
Click on any ticket line item in the overview.
The left sidesheet will be opened
From the left sidesheet you can view all details of the ticket.
Open a ticket in Slack.
The information of the ticket will be visible in the right sidemenu.
Press on View & Edit action button to view all details of the ticket.
You can reply on tickets directly in Slack, just like a normal message using the message thread. From here you can track the conversation on the ticket with all the corresponding replies.
From the Tickets overview in the Web you can track all conversations on a ticket by opening up the Ticket details and select Conversations.
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
Working with tickets
Overview tickets as an Agent
Working with tickets
Overview tickets as a User
