Overview and track tickets
Learn how to overview and track tickets
The Tickets overview on the Web gives you a full list view of your tickets, with filters, columns, saved views and actions that go beyond what is available in the Suptask App in Slack.
Agents use it to work through larger volumes of tickets, change fields directly from the list and export ticket data. Users can open it to track the tickets they have submitted.
Tickets Overview in Slack
Open Suptask App on the left side menu on Slack
The default filter will adtop automatically if your an Agent or a User.
Users will see all their submitted tickets
Agents will see all the unassigned tickets, or the tickets assigned to them.
Change what tickets you overview
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.
Tickets Overview in the Web
Navigate to the Tickets overview in the Suptask Web App.
You can also reach it from the Suptask App Home in the left side menu in Slack, by pressing Open Web overview.
The list displays the tickets you have access to.
Use Filter and Customize Views to change what tickets are listed and what columns are displayed.
What Users see on the Web
Users (non-Agents) have access to the Tickets overview, but with a limited, read-only view.
You see only the tickets you have submitted.
You can open a ticket to read its details and follow the conversation.
You cannot change the assignee, priority or status, and the Agent actions described further down in this article are not available.
The screenshots in the rest of this article show the Agent view. If you are a User, some of the controls shown will not appear for you.
Filters and columns
You can control both what tickets are listed and what information is displayed about them.
Filters Apply filters to display only the tickets matching your criteria, such as status, assignee, form or Inbox. This includes your Custom Fields.
Columns Select what columns to display based on the fields of your tickets, including all your Custom Fields. This lets you get the ticket information you need visible directly in the list.
Date range Limit the list to a time period, such as the last 30 days.
Saved views
You can save a combination of filters and columns as a preset view, allowing you to quickly toggle between views and find the tickets you are looking for.
Set up the filters and columns you want.
Save the configuration as a view.
Switch between your saved views from the Tickets overview.
Tips Set up a view for Unassigned tickets to quickly identify what tickets that have not yet received an Assignee. Other useful views to create: - Tickets that are missing a reply - Tickets for a specific Form - Tickets assigned to you
Sharing a view
From the Tickets overview you can share a link with the applied filter of the current view. This allows you to send a certain filtered view to other Agents.
Open a ticket
Click on any ticket line item in the overview.
The side sheet will open.
From the side sheet you can view all details of the ticket.
Select Conversations to track all replies on the ticket.
Quick actions
Quick actions let Agents change the most common ticket fields directly from the list, without opening the ticket.
In the Tickets overview, find the ticket you want to update.
Click the field you want to change directly on the ticket row.
Select the new value.
The change is applied immediately and is visible to everyone following the ticket.
Quick actions are available for:
Assignee
Priority
Status
Quick actions are available to Agents only, and only in the Web overview. In the Suptask App in Slack you need to open the ticket to change these fields.
Auto-refresh
Auto-refresh keeps the Tickets overview up to date while you work, so you do not have to reload the page to see new activity.
When enabled, the overview refreshes every 30 seconds within your current filter, highlights new tickets and replies, and sorts by the Updated column so the latest activity stays on top.
Open the refresh icon in the top right corner of the Tickets overview to choose how it should behave:
Disabled The overview only updates when you reload the page.
Enabled Applies updates immediately, adding new tickets and replies to the list as they arrive.
Enabled with notifications Notifies you when there are updates available and lets you decide when to apply them.
Choose Enabled with notifications if you want the list to stay stable while you are working through it, and Enabled if you are monitoring an incoming queue.
Auto-refresh is only available in the Web overview. The Suptask App in Slack updates the ticket list when you reopen it.
Export to CSV and Excel
You can export your tickets directly from the Tickets overview, for reporting, sharing with stakeholders outside of Suptask, or archiving.
Set up the filters and columns for the tickets you want to export.
Press Export in the Tickets overview.
Select CSV or Excel.
The file is downloaded to your computer.
The export follows the current view, so the tickets and the ticket information included in the file match what you see in the list.
Need exports on a schedule, or into another system? Use Reports for recurring reports, or the Export API to export data programmatically.
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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