Suptask
Suptask Web AppSignup for FREE
  • 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
Powered by GitBook
On this page
  • Overview Tickets in Slack
  • Overview Tickets on the Web
  • Ticket details
  • Replies and Conversations
  • Can't find the Suptask App in Slack?

Was this helpful?

Export as PDF
  1. Working with tickets
  2. Overview & Analytics

Overview and track tickets

Learn how to overview and track tickets

PreviousOverview & AnalyticsNextDashboard

Last updated 6 months ago

Was this helpful?

Everyone 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.

You can find additional videos and tutorials in the articles for Overviewing tickets as an Agent and as a User.

Overview Tickets in Slack

  1. Open Suptask App on the left side menu on Slack

  2. The default filter will show all the tickets your user have submitted.

    1. To change the filter, press on Select filters button to the right

    2. Select your desired filters e.g My active requested tickets

  3. The filter will be automatically applied on the overview.

  4. 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.


Overview Tickets on the Web

    • You can also reach this from the Suptask App Home in the left side menu on Slack, by pressing on Open Web overview.

  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.

Saved Views with Filters & Columns

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.

Sharing Views

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.


Ticket details

You can view all details on a ticket in the Web and in Slack.

Suptask Web

  1. Click on any ticket line item in the overview.

  2. The left sidesheet will be opened

  3. From the left sidesheet you can view all details of the ticket.

In Slack using the Suptask App

  1. Open a ticket in Slack.

  2. The information of the ticket will be visible in the right sidemenu.

  3. Press on View & Edit action button to view all details of the ticket.


Replies and Conversations

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.


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.

Navigate to the

Navigate to the

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

Tickets Web Overview
Tickets overview
Learn how to display Suptask in Slack
Suptask Web App

Working with tickets

Overview tickets as an Agent

Working with tickets

Overview tickets as a User

On the Tickets page, share a filtered view by pressing on the share icon