# Quickstart: Your First Ticket

### Overview

Suptask supports a number of different methods to submit a ticket. All of these methods allows to create tickets in Slack and are available in your Suptask account.  

Your organization can choose what methods to use, and what to recommend for the users. 

***

### Before you begin

Make sure you have:

* Installed Suptask in your Slack workspace ([Install Suptask](https://support.suptask.com/getting-started/install-suptask))
* Have an Inbox and a Form configured in order to submit tickets with Suptask. ([Setup your inbox](/getting-started/your-first-inbox-and-form.md))

{% hint style="info" %}
Looking for instructions and videos on how it works when submitting a ticket in Slack? \
[How to submit a ticket](/working-with-tickets/for-users-who-submit-tickets/how-to-create-a-ticket.md)
{% endhint %}

***

### Ticket submission methods

There are multiple ways a ticket can be created using Suptask - this creates flexibility, where you can choose the ways suits you the best in your organization.

<details>

<summary>Add the <strong>ticket 🎫 reaction emoji</strong> on an existing message</summary>

**Availability:**&#x20;

Channels, Direct Messages (DM), Groups and Slack Connect channels

**Requirements:**

* In Channels & Groups, make sure that the Suptask App is invited. \
  [Invite the Suptask App](/getting-started/install-suptask/invite-the-suptask-app.md)
* In Direct Messages (DM), the user who triggers the ticket creation might need to give extended permissions to Suptask.\
  [How to submit a ticket](/working-with-tickets/for-users-who-submit-tickets/how-to-create-a-ticket.md#create-a-ticket-in-direct-messages-dm)

**Learn More:**

[How to submit a ticket](/working-with-tickets/for-users-who-submit-tickets/how-to-create-a-ticket.md#create-a-ticket-from-messages-using-the-ticket-reaction-emoji)

</details>

<details>

<summary>Use any of <strong>Suptask's slash commands</strong></summary>

**Availability:**&#x20;

Channels, Direct Messages (DM) and Groups

**Requirements:**&#x20;

* Use any of the available slash command aliases, such as `/support, /suptask, /helpdesk, /request etc.`

**Learn More:**

[How to submit a ticket](/working-with-tickets/for-users-who-submit-tickets/how-to-create-a-ticket.md#create-a-new-ticket-with-slash-command)

</details>

<details>

<summary>Use the <strong>message shortcut</strong> on any existing message.</summary>

**Availability:**&#x20;

Channels, Direct Messages (DM) and Groups

**Requirements:**&#x20;

* Message need to be sent before creating the ticket.

**Learn More:**

[How to submit a ticket](/working-with-tickets/for-users-who-submit-tickets/how-to-create-a-ticket.md#create-a-ticket-using-message-shortcuts)

</details>

<details>

<summary>From Suptask App Home</summary>

**Availability:**&#x20;

Suptask App Home

**Requirements:**&#x20;

* Accessed from the Suptask App in Slack, by clicking on the ***Create a new ticket*** action button.

**Learn More:**

[How to submit a ticket](/working-with-tickets/for-users-who-submit-tickets/how-to-create-a-ticket.md#create-a-ticket-from-suptask-app-home-in-slack)

</details>

<details>

<summary><strong>Automatically create tickets</strong> from any messages <strong>sent in a channel.</strong> </summary>

**Availability:**&#x20;

Channels

**Requirements:**&#x20;

* Enabled by configuring it on a Form.&#x20;

**Learn More:**

[Automatic ticket creation](/working-with-tickets/for-agents-who-respond-and-manage-tickets/how-to-automatically-create-tickets-from-new-messages.md)

</details>

<details>

<summary>Use the Email-to-Slack integration to submit tickets from email.</summary>

**Availability:**&#x20;

Email

**Requirements:**&#x20;

* Requires an e-email address to receive tickets with.&#x20;
* Enabled by configuring it on a Form.&#x20;

**Learn More:**

[Email-to-Slack Ticketing](/integrations-automations-and-workflows/email-ticketing-setup.md)

</details>

<details>

<summary>Create tickets in Slack Connect channels</summary>

**Availability:**&#x20;

Slack Connect channels

**Requirements:**&#x20;

* Enabled by configuring it on a Form.

**Learn More:**&#x20;

[Slack Connect & External Connections](/setup-and-configure/customer-support/how-to-set-up-slack-connect-with-suptask.md)

</details>

Several creation methods are generic across your Slack workspace, and some require the Suptask App to be invited to the channel or given explicit permissions by users.

{% hint style="info" %}
By creating a ticket on an existing message, Suptask will automatically populate the ticket description field with the content of the message.&#x20;
{% endhint %}

***

### Create a ticket in Slack

<figure><img src="/files/4Hqk1dYZ5S9837CYICn4" alt="" width="375"><figcaption><p>The dialogue is displayed when using the Message shortcut creation and several other methods.</p></figcaption></figure>

Submitting a ticket with certain methods in Slack will open up the **Create a ticket** dialogue. This dialogue is a starting point to submit tickets across all your Inboxes, Forms and Channels.&#x20;

* **Submit your ticket to a channel**\
  This option will group all the channels that are configured on Forms that are using Collaborative Ticket Submission.&#x20;
* **Submit a ticket directly to an Inbox**\
  This option will group all your Inboxes which have Forms of the type Private Ticket Submission.&#x20;

{% hint style="info" %}
**Tips!**\
\
If you do not have any Forms configured with **Collaborative Ticket Submission** across all Inboxes, then the option **Submit your ticket to a channel** will not be visible.&#x20;

The same goes for the **Submit a ticket directly to an Inbox** option, it will not be visible if there are no Forms of the **Private Ticket Submission** type.
{% endhint %}

***

### Best Practices &#x20;

Suptask can help you optimize the ticket creation for your users, by intelligently minimizing the amount of steps & clicks that the user need to perform to submit a ticket.&#x20;

* **Automatically select an Inbox for the user**\
  By using only one Inbox, Suptask will automatically select this Inbox for your users.
* **Automatically select a Form for the user**\
  By using only one Form, Suptask will automatically bring up this Form for your users after selecting an Inbox, without the need to select a Form.&#x20;
* **Automatically submit the ticket with a Form**\
  Only set the Description field as required and set all the other fields for the Requester as optional. Suptask will then automatically create the ticket without asking the user to fill in any fields.
* **Creating tickets from existing messages**\
  By creating a ticket on an existing message, Suptask will automatically populate the ticket description field with the content of the message.&#x20;
* **Set the Requester from the message author** \
  When creating a ticket from a message, the author of the message will by default become the requester of the new ticket. This can help you as an Agent when you create a ticket on-behalf of a user. You can customize this behavioe from the [Account Settings](https://app.suptask.com/account/settings).

{% hint style="info" %}
All of these options can be combined to fully optimize & streamline the ticket submission process for your users.
{% endhint %}

***

### What happens after a ticket is submitted?&#x20;

When a ticket is submitted it will be routed to the Inbox via the Form which it was submitted with. The Agents in the Inbox will be automatically notified via the Responder channel in Slack.

The user who submitted the ticket will automatically be notified in Slack, just like a normal message, when there is an update on the ticket.

A ticket that is submitted on behalf of a user, will notify both the user who submitted the ticket and the user who is the requester of the ticket. Any updates to the ticket will only be shared to the requester of the ticket.&#x20;

### Learn more&#x20;

<table data-view="cards"><thead><tr><th align="center"></th><th align="center"></th><th></th><th data-hidden data-card-target data-type="content-ref"></th></tr></thead><tbody><tr><td align="center"><strong>Essentials for your daily work</strong></td><td align="center">How to optimize your daily work with Suptask</td><td></td><td><a href="/pages/ig0ls7Fi344Ma9hlMnFG">/pages/ig0ls7Fi344Ma9hlMnFG</a></td></tr><tr><td align="center"><strong>Working with tickets</strong></td><td align="center">How to submit a ticket</td><td></td><td><a href="/pages/MkYI2uvYvJIZFHO4njTc">/pages/MkYI2uvYvJIZFHO4njTc</a></td></tr><tr><td align="center"><strong>Setup &#x26; Configure</strong></td><td align="center">Inboxes</td><td></td><td><a href="/pages/gpG841sC2IoxKPphhsKo">/pages/gpG841sC2IoxKPphhsKo</a></td></tr></tbody></table>


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