What is Suptask?

Suptask is an innovative ticketing system that transforms how teams handle support requests. By integrating natively with Slack, Suptask allows you to create, manage, and resolve tickets without leaving Slack.

Whether it's internal IT issue, HR inquiry or external customer request, Suptask ensures that every ticket is tracked, organized, and addressed promptly.

Why Use Suptask in Slack?

Suptask replaces or complements a traditional ticketing systems, empowering your users with a superb experience as they can submit and track tickets seamlessly, without having to leave Slack.

You will achieve improved user satisfaction rates with Suptask compared to using other traditional systems outside of Slack:

• Centralized in Slack Handle all tickets within Slack, eliminating the need to switch between different platforms.

• Enhanced Collaboration Work together with your team on resolving tickets using Slack's familiar interface.

• Improved Response Times Receive Slack-native notifications and updates on tickets to ensure timely resolutions.

• The best in class User Experience Your users will love how easily it is to submit tickets without having to leave their daily work.

How Suptask Works Within Slack

Suptask integrates directly into your Slack workspace, allowing you to interact with it just like any other Slack feature. There's no need for additional software or complex setups.

Suptask uses Slack Channels, Messages and Message threads to establish a fully fledged ticket system within your Slack workspace. Giving your users the ability to submit, manage and respond on tickets.

Learn how to submit tickets with Suptask

Jump right in

Privacy by default

Suptask have been built with data privacy in mind from the very start where the minimum amount of permissions are being utilized to function properly. This ensures that the least amount of data and information is shared with Suptask.

The permissions in Slack

Suptask is making use of different permissions within your Slack workspace in order to provide the features it comes with. Slack have standardized the permissions an application like Suptask can make use of. Therefor it is Slack itself who explains and summarizes the permissions that are asked for when your user is being authorized.

How Suptask is using the permissions

Suptask uses messages and message threads inside of channels to support its unique ticketing system. Suptask do not store any Slack messages, we are rather referencing these into Slack.

Suptask can only access the messages in a channel where the Suptask App is invited to explicitly, including public channels.

Here follows a summary of the common permissions that Suptask is using:

• Basic information about channels - Used to list channels and present channel names when configuring a Ticket Form.

• Basic information about users in the channel(s) - Name and ID of the users in the channels where Suptask App is invited to.

• Message access - Read messages that are sent in as tickets to Suptask in the channel(s) where the Suptask App is invited to.

• Send messages - Send messages to users that are using Suptask.

• Shortcut & Workflows - Enable shortcuts to create tickets from messages and have Suptask available in the Slack Workflow builder.

Extended permissions are optional and can be used to create tickets using the ticket emoji in Direct Messages (DM).

Learn more about Suptask in Direct Messages (DM)

Overview

Suptask can be required to be invited to channels and groups in Slack in order to use certain ticket submission methods, such as using the ticket 🎫 (:ticket:) reaction emoji.

How to invite the Suptask App

In the desired channel or group where you want to invite the Suptask App in Slack, use a slash command message:

/invite @Suptask

Troubleshooting

In such a case when ticket submission is not working, try to invite the Suptask App.

In Direct Messages (DM) might need to grant explicit permissions. Learn more

Getting Started

Suptask will help you install and setup your account with a guided onboarding wizard:

• Install Suptask in your Slack Workspace

• Confirm that your user have Admin access in Suptask

• Setup up your first Inbox & Form

• Understand the different Ticket submission methods

• Manage and Reply on tickets

• Discover how to submit your first ticket

Install Suptask

Many workspaces require a user who have the Slack Workspace Admin role as a minimum in order to install new Slack apps to the workspace.

I have the Admin role

Proceed with the installation as per the instructions below on how to install Suptask.

I do not have the Admin role

There are a few alternatives for you if you do not have a Slack Admin role on your Slack user:

• Request to get the Slack Admin role temporary during the installation.

• Ask the Slack Admin within your company to install Suptask for you. See the instructions below on how to install Suptask.

• Your company may allow you to request to install a new Slack app

  • In some cases a user without the Admin role can request to install a new Slack App, such as Suptask.

  • In such a case, an Admin will receive a notification about the installation which he will need to grant before you can continue.

  • This will work in the installation wizard in the Suptask Web App, but you might need to confirm the installation and permissions of Suptask multiple times.

How to install Suptask to your Slack Workspace

Suptask provides a Web App that will automatically install the Suptask App in your Slack workspace.

1. Open the Suptask Web App

2. Proceed to login with your Slack account

   • Make sure to login with the correct workspace. You can toggle this in the upper right corner.

3. Confirm and grant the permissions required for Suptask to be installed.

4. The installation wizard will provide you with feedback when Suptask is successfully installed.

   • You can also verify that Suptask is installed by searching for Suptask in your Slack workspace.

I will both be installing, as well as manage and configure Suptask

If you are both installing Suptask, as well as also managing and configuring it, then proceed to the next step with the setup of Suptask:

I will only install Suptask, another user will manage and configure Suptask

Sometimes there is a Slack Admin user who installs Suptask, and then delegates the rest of the setup to another user.

Suptask allow you to do this by having one user to install Suptask and another user to to finalize the rest of the setup.

1. Proceed to install Suptask

2. As the installation is completed, proceed to promote another user to be a Suptask Admin.

   • This will enable them to manage all parts of Suptask themselves.

Promote another user to Suptask Admin

1. Before you begin, ask the user you want to promote, to make a login attempt to the Suptask Web App with his Slack workspace user.

   • This will automatically record his Slack user within Suptask, allowing you to promote it from the list of users.

2. You can now proceed to Users & Permissions in the Suptask Web App

3. The user should be visible in the list of users

   • If the user is not listed, make sure to confirm that step 1 have been performed correctly.

4. Promote the user by enabling the Account admin role on the user.

5. The user is now a Suptask Account Admin and can manage all parts of Suptask.

Next step

Proceed with the Get Started Wizard in the Suptask Web App to finalize the initial the setup of Suptask.

Overview

When a ticket has been submitted, it will receive a unique ticket ID that can be tracked by both the user who requested the ticket, as well as the Agent who receive the ticket in the Inbox where it can be managed.

Both users and Agents can easily reply on any of their tickets directly from Slack.

Getting Started

• Install Suptask in your Slack Workspace

• Confirm that your user have Admin access in Suptask

• Setup up your first Inbox & Form

• Understand the different Ticket submission methods

• Manage and Reply on tickets

• Discover how to submit your first ticket

Reply on tickets

Watch how an Agent can manage, assign and reply on a ticket.

Manage tickets as a user

Every user who submits a ticket will be able to track and overview them, including adding additional replies to the tickets.

Tickets can easily be managed from the Suptask App in Slack, or with Tickets view on the Web.

Manage tickets as an Agent

Every Agent can manage and overview the tickets that he have access to via the Inboxes that he is a part of.

Tickets can easily be managed from the Suptask App in Slack, or with Tickets view on the Web.

Optimize the remediation of tickets

Learn more

Getting Started with Suptask

This guide will help you as a user to understand the basics of submitting tickets, as well as overviewing, tracking and replying on tickets. You will also get an understanding on how to get the most out of Suptask with best practices to optimize your experience with Suptask.

Introduction Video

Submitting Tickets

To dive into the details, follow this guide with examples and videos on How to submit a ticket:

Overviewing and Tracking Tickets

Once your tickets are submitted, you can easily track their progress directly in Slack including the current status and progress. Suptask offers an overview feature that lists all active and past tickets, making your simple.

For further instructions on managing and viewing your tickets:

Replying to Tickets

Replying to tickets is done through Slack’s own message threads.

Open the corresponding ticket message thread and post your message. Suptask automatically record your replies and keeps the ticket up to date.

Any reply from the Agent on a ticket will also appear directly in the ticket thread.

The foundation of Suptask consists of Inboxes and Forms, empowering you to set up any kind of ticketing routing that you might need.

Ticket creation with Suptask can support a number of different teams and use cases, for example:

• Submit an IT issue in the channel #it-helpdesk to the IT team.

• Have your employees send a request to the IT or HR team.

• Create a ticket directly from your Direct Message (DM) conversation.

• Submit tickets from a group chat in Slack.

• Receive email requests and reply via Slack.

• Submit internal service orders from the mobile Slack client using Suptask App Home.

• Receive customer support requests from a Slack Connect channel.

How users will experience Inboxes and Forms

Inboxes and Forms works as top-categories and sub-categories when your users will submit a ticket.

This allow you to set up a journey where users can select:

1. What Inbox to submit tickets to

2. And within that Inbox, what Form to select.

See the example below.

Getting Started

• Install Suptask in your Slack Workspace

• Confirm that your user have Admin access in Suptask

• Setup up your first Inbox & Form

• Understand the different Ticket submission methods

• Manage and Reply on tickets

• Discover how to submit your first ticket

After the installation of Suptask, you will automatically be guided to the Setup of Suptask automatically in the Suptask Web App.

Your new Inbox with the Setup wizard

The wizard will walk you through the setup of your first Inbox and Form, making sure that you are onboarded 100% and ready to get started with ticketing on Slack using Suptask.

The wizard will help you set up the following on your new account:

By setting up all of this, you will be ready to submit your first ticket in Slack using Suptask.

You can always customize your Inbox, Forms and Fields after the wixard is completed.

Inbox and Responder channel

Learn more about the Responder channel

Have Agents and Users work in the same channel

Agents and Users can optionally work in the same channel where tickets are submitted.

Learn more:

Troubleshooting

In case you run into any issues with the wizard you can always restart it and retry the setup.

An error occurs with the error message: token expired

This is due to an invalid client token when trying to communicate with the Slack backend. Please logout and login again, this should solve the issue.

The Inbox could not be created

Try to select another name of the Slack channels. Review the detailed report at the end to note down any error that appears. Try to relogin and if it does not help, contact Suptask Support.

Next Step

Proceed to understand the different Ticket submissions:

If you have any issues, our support team is here to help. You can reach us through multiple communication channels:

• Email: support@suptask.com

• Use the Chat bubble in the right bottom corner when visiting Suptask Web App

Submitting tickets videos

Watch video library on Youtube

Product feature videos

Watch video library on Youtube

How to find the Suptask App in Slack?

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

How do I overview all users that are Agents?

You can overview all users who have the Agent role in Users & Permissions on your account.

How do I add Agents?

Users will automatically become Agents by inviting them to the Responder channel in Slack, which is connected to your Inbox.

Learn more on how to add Agents

Missing an Inbox or incorrect information on an Inbox?

Have the user rejoin the Responder channel that is connected to the Inbox, that will initiate the recalculation process of identifying Agents which can help to promote the users to Agents.

If the user is missing the Inbox from Suptask Web, make sure the user has the Account Admin role in order for them to be able to manage the Inbox and Forms.

Inboxes can also be reloaded in order to fetch the most up-to-date information from Slack. This can be done from the Inboxes page:

Ticketing in DM stopped working, or in a channel where the Suptask App is not invited?

This could be due to an invalid personal token. Try to renew it for your user by visiting the link below:

Grant access to ticketing in DM

How to locate the member ID of a Slack User or App?

Slack Users

1. Visit the user profile in Slack by pressing on their name

2. Click on More options (the three dots icon button)

3. From there you can copy their member ID:

Slack App

1. Visit the App in Slack from the left menu

2. Click on the App name

3. From there you can copy the member ID

How to link directly to the Suptask App

You can link directly to the Suptask App from a website using the following URL, where the team parameter needs to be replaced with your own team ID in Slack.

https://slack.com/app_redirect?team=<YOUR_TEAM_ID>&app=A01FN6P6W7N

Getting Started with Suptask

This guide will help you as an Agent to understand the basics of Suptask including the more advanced features that can help you as your ticketing processes mature.

This will ensure that you get the most out of Suptask to optimize your Agent experience.

Set Up Your Inbox and Form

Begin your journey by setting up a new Inbox. Inboxes help you to group tickets to a team of Agents who get access to tickets.

You can configure several features on your Inbox:

• ... and much more. Learn more by visting the Inboxes section below:

Forms

You can have multiple Forms in your Inbox, enabling you to categorize the different ticket requests that you receive to your Inbox.

Users will be able to select among the Forms when they submit the tickets.

Submitting Tickets

To dive into the details, follow this guide with examples and videos on How to submit a ticket:

Managing and Responding to Tickets

Learn how to efficiently manage tickets and provide timely responses to users.

User Permissions

Manage user roles and permissions to control access levels within your team.

Overview and Track Tickets

Keep track of all your tickets and monitor their progress effectively.

Dashboard & Analytics

Utilize Suptask's analytics features to gain insights into your ticket management performance.

Approvals and Followers

Manage approvals within tickets

Make use of the built in Approval feature that allow you to request Approvals within ticket requests.

Customer Satisfaction Score (CSAT)

Set up automatic CSAT surveys in your Inbox to allow measuring how satisfied our users and customers are.

Advanced features

Discover additional features in Suptask that can help you to elevate your ticketing management and experience:

Automatic summary of your tickets from Suptask AI Assistant

Automatic summary of your tickets from Suptask AI Assistant help you build knowledge which helps you overview the problem and solution of tickets, as well as having the knowledge searchable across Slack.

Respond efficiently to recurring questions

Are you receiving recurring questions that you need to manually reply on everytime? Make use of Canned Replies where you can create predefined templated answers that you can reply with, just 2-clicks away.

Invite followers to tickets

You can add users outside of your Inbox to follow and comment on a ticket using the Followers feature.

Suptask consists of many different parts that makes up the ticketing system on Slack.

Below you can learn more on what they are and how they play their role in Suptask.

Legacy Inboxes

Inboxes created prior to August 1, 2024 have limited capabilities on how they can be managed and edited.

New generation of Inboxes

Inboxes created after August 1, 2024, have support for additional features, such as editing the display name.

Best practices of migrating to new Inboxes

1. Set up a new Inbox, which will automatically be created as the next generation inbox version.

2. Open your legacy inbox and assign each connected form to the new inbox. Use the "Assign form to inbox" to transition the form to the new inbox.

3. Your new inbox is now ready with your current forms.

Overview

Suptask offers a flexible ticketing system through Inboxes, Forms, and Fields, allowing it to adapt to various use cases and requirements for a seamless ticketing experience in Slack.

Inboxes is commonly structured per team but can help with several use cases:

• Group tickets for a single team One Inbox for each of your team: IT, HR and one for Engineering

• Categorize different specializations One Inbox for IT Security requests and another Inbox for all other IT related requests.

• Top-level category with your Forms as sub-category One Inbox for Cloud - AWS and another Inbox for Cloud - Azure. In each Inbox you can have specific Forms to further categorize the request, for example AWS - S3 access

Create a new Inbox

The initial set up of Suptask includes a default Inbox based on your use case.

Follow these steps to set up a new Inbox:

2. Press on the New Inbox action button

   • The New Inbox wizard will guide you through the setup

3. Select one of the predefined names or enter a name of the new Inbox

4. Connect the Inbox with a Responder channel

   • Select an existing channel or enter a name to create a new.

5. Optionally invite Agents to your new Inbox

6. Done!

Connect with a Responder channel

Have Agents and Users work in the same channel

Agents and Users can optionally work in the same channel where tickets are submitted.

Learn more:

Edit an Inbox

Agents and Access to Inboxes

Access to an Inbox is controlled by the Responder channel.

Inboxes allow you to manage access to tickets for your Agents. Tickets submitted using a ticket Form for a certain Inbox will only be available for the Agents belonging to that Inbox.

How to add an Agent

1. Open the Responder channel in Slack that is connected to your Inbox

2. Invite the user to be a member of the channel

   • E.g to invite the user Ben in a channel, type: /invite @Ben

3. The user will receive Agent permissions as soon as the user is a member of the Responder channel

   • It can sometimes take a few minutes before the promotion is applied in Suptask

How to remove an Agent

1. Open the Responder channel in Slack that is connected to your Inbox

2. Remove the user from the channel

   • E.g to remove the user Ben in a channel, type: /remove @Ben

3. The user will automatically be removed from the Inbox and lose its Agent permissions

   • It can sometimes take a few minutes before the change is applied in Suptask

Inboxes with multiple teams

You can setup an Inbox for each team that you want to enable Suptask ticketing for. Each team will only have access to the tickets submitted to their Inbox.

The users who are invited to the Responder channel will automatically become Agents of the connected Inboxes and be given access to the tickets in the Inbox.

For example:

• The IT team uses the inbox IT with the connected Responder channel #IT-respond

• The HR team uses the Inbox HR with the connected Responder channel #hr-respond

The HR team can not see nor access any of the submitted tickets which the IT team receives in their inbox, and vice verse.

Inbox Administrators

You can have one or many Administrators of your Inbox, allowing these users to manage the Inbox and the Forms.

This allow you to scale Suptask smoothly across your teams by having team admins to manage their own team's ticket Forms and Inbox.

Follow these steps to set up an Inbox administrator:

2. Add the user as an Account admin to your Suptask account

3. Add the user to any existing Inbox that he should have access to by inviting the user to the Responder channel of the Inbox

4. This user is now an Agent and Admin of the Inbox

Multi-level categories with Inboxes and Forms

Multiple Inboxes can be used to help guide your users by using the Inboxes as a top-category and Forms as a sub-category.

This can be achieved by connecting multiple Inboxes to the same Responder channel.

Example

An HR team can have several areas where they receive requests, and these can be setup with Inboxes and Forms.

The HR team will use the Responder channel #hr-team in Suptask. Each of these Inboxes will be connected to the same Responder channel, allowing the team of Agents to receive the tickets from all of the Inboxes.

Every Form can have Custom Fields to make sure the correct information is submitted with every request.

Learn more

Inboxes can consist of multiple Forms that will help you route your tickets to your Inbox. Learn more about Forms to get you started.

Overview

Service Level Agreements (SLA) enables you to define how Agents should work with tickets in order to provide a good experience to requesters.

This is done by defining certain thresholds that are applied to your Inbox, where tickets need to comply by these thresholds.

Agents will automatically be notified about potential or executed breaches, making it easier to stay on top of your tickets.

SLA rules and thresholds

• Priority levels: Define what Priority levels the SLA rule should be applied on. None, or Low, Medium, High, Critical

• Resolution time: Time it takes to move a ticket to Closed (Solved). Calculated from when the ticket is created to when it is closed.

• Reply time: Time it takes to send replies as an Agent (via the Responder channel) to Requesters. Calculated from the last reply. For the first reply, it is calculate from when the ticket was created.

Breaches, escalations and notifications

Tickets who are about to breach its SLA threshold, or faces a risk of doing so, can automatically notify Agents and other users.

• Send a notification prior to a threshold breach: Define the time in minutes when the assigned Agent should be notified about a potential breach coming up.

• Send a notification when a threshold has been breached: Define the time in minutes when the assigned Agent should be notified when a threshold has been breached.

• Send an escalation notification: Select another user than the Agent who should be notified about the breach, for example the manager or team lead of the Agent team.

Example breach notification in:

Example escalation notification:

Example SLA configuration

Priority thresholds

An SLA breach will occur when a threshold is exceeded.

Ticket notifications

Notifications are sent in the ticket targetting the assignee(s) when a threshold is breached.

Optionally you can configure a reminder notification prior to a breach.

Escalation notifications

Escalations can be sent to any user of your choice.

Custom Performance Metrics

Suptask allows you to customize how your performance metrics are calculated, such as the Time to Resolution.

By defining what ticket statuses you want to include or exclude from the time, you can achieve a custom calculated performance metric that is aligned according to your needs.

Example of a custom Time to Resolution (MTTR):

• Open - Excluded

• Assigned - Included, start to calculate from when the ticket is Assigned.

• In-Progress - Included

• Escalated - Included

• Waiting for customer - Excluded, stop calculating when the ticket is waiting for the customer.

• Closed - Stop calculation.

Overview

Tickets can be created automatically from any message sent in a channel. Any user or other Slack app in the channel who sends a message will automatically get a ticket out from that message.

This can optimize your ticketing creation, achieving faster ticket submissions and avoiding manual steps.

Enable automatic of tickets

To set up automatic creation of tickets, configure a form in your Inbox using the form type Auto Creation of Tickets in Slack Channels.

• Select the channel in which the automatic creation will be enabled. There can only be one Form configured for each channel where tickets are accepted to be automatically created in.

• The Form with automatic creation can have multiple custom Fields, but they will be optional by default and can not be Required due to the fact that the user will not be prompted to fill in these fields. Agents can still fill in these Fields after the ticket has been created.

Learn more about Auto creation of Tickets in Slack Channels

Automatic creation from other Slack Apps & Bots

Suptask will allow you to have tickets created by other Slack apps and bots that are sending messages in channels where such Inbox form has been configured.

This can empower you to integrate automatic ticket creation based on triggers from other Slack apps, directly in your Slack workspace.

Example

When an alerting app sends a message in a channel, you would want to have a ticket created automatically by Suptask, in order to track the remediation of the alert the alert.

Overview

There can be multiple Forms in each Inbox that can help to categorize the requests that are being submitted by your users.

By categorizing your requests with different Forms, you can easily guide your users to submitting the correct information for their requests, as well as filtering and overviewing tickets based on the Form.

Use cases

Below follows a set of examples on how you can categorize your incoming requests in an Inbox using different set of Forms:

Type of Form

Create a new Form

1. Navigate to Inboxes and select your Inbox

2. Create a new Form by selecting New form.

3. Select what type of Form to create.

4. If the type of Form uses a Slack channel, select the Slack channels in the next step to enable ticket submission in the selected channels.

5. Next, move on to the Fields

   • You can add new Custom Fields to your form, or select from any existing fields in your account.

   • You can manage and overview your existing fields on the Manage fields page.

6. Proceed to Preview how the Form will be displayed in Slack

   • Apply the order of the fields on the Form, as well as what Fields should be required and optional.

7. Save your Form and it will automatically be published and available in Slack.

Make fields available in Slack search

You can make all of your fields submitted in a Form searchable in Slack, making it easy to find particular values across your tickets when using the search functionality in Slack.

Activate the Account setting Publish submitted Form fields in ticket thread which will output all submitted field values in the ticket thread, automatically making them indexed and available in Slack search.

Learn more

You can use multiple Custom Fields to build up how your Form should look, helping you receive the exact information you need when a user submits a request using a Form. Proceed to learn more about Custom Fields:

Overview

The Status field comes with a set of default values:

• Open

• In-progress

• Escalated

• Waiting for customer

• On-hold

• Closed

These values can represent different stages of the ticket through its lifecycle, from Open, to Active and finally Closed.

Customized Statuses

Statuses can be customized to your needs, for example with additional and changed values:

• Open

• In-progress

• Queued

• Waiting for approval

• Escalated to Engineering

• Solved

You can customize all your account statuses on the Manage fields page by editing the Status field.

Classifications

The classifications defines the real state of a Status. Any custom statuses you add will be classified as an Active state.

• Open = Ticket is created and opened. This state can not be removed.

• Active = Ticket is active and not closed nor opened.

• Closed = Ticket is closed. This state can not be removed.

Overview

You can customize the information users must provide when submitting a ticket, ensuring Agents have what they need to respond effectively.

Custom Fields allow you to add various types of input to your Form, such as list selections, multi-line text, and attachments.

The Static text field allows you to include instructions or helpful information to guide users through the submission process. You can add multiple fields to your Form for flexibility.

Custom Fields are created in your Suptask account and can be reused across different Forms.

Custom Field types

The following types are available:

• Single-line text User can write any kind of information such as a customer name or a date

• Multi-line text User can write a lot of information on multiple lines such as a longer message or log data

• Single-selection list User can select a single option from a list. You define what options a user can pick from.

• Multi-selection list User can select multiple options from a list. You define what options a user can pick from.

• Single Slack user Select a single user from your Slack workspace

• Multi Slack user Select multiple users from your Slack workspace

• Static text Add text with markup format to your form, allowing you to give instructions or general information to your users inside of your form.

• Date time Select both a date and time.

• Date Select a single date

• Time Select a single time

• File attachment(s) Attach files in your form.

Example usage

Custom fields provides a number of possibilities to enhance the ticketing experience for your users.

Attachments

Images and other files can be attached when submitting a ticket or attached to an existing ticket. All files are automatically synced and stored.

Attaching files using the File Attachments field type

The File Attachment field type allow users to attach files into Forms where the custom field is added.

Create a new Attachment field:

2. Press on New field

3. Select the File attachment(s) field type

4. Specify the name of the Custom Field, for example: Screenshots

5. Ones the field is created, it will be available to be added on any of your Forms.

This will allow your users to attach one or many files directly on the form.

Attaching files from existing messages

Users can submit attachments by adding them to their Slack messages. By creating a ticket from the message, the attachments will automatically be included into the ticket.

Overview

All tickets comes with a set of default fields that are always present on the ticket. These fields are visible for analytical purposes on the Dashboard, on tickets in Slack and on the Web, as well as filtering options on the Tickets view.

• Assignee Who is assigned and responsible for the ticket

• Status Status of the ticket

• Priority The priority of the ticket

• Description Contains the main description of the ticket

• Organization This is a multi-purpose field that can be used to track departmants, teams or end-customer names. Learn more

• Tags Different Tag values that allow you to categorize all your tickets.

Enable Requesters to specify values of Default Fields

You can choose to change the visibility of default Fields on selected Forms. Allowing you to display Fields such as Priority and Assignee towards the Requester when they submit the ticket. This can allow you to have Requester select more of the fields when they are submitting a ticket.

Renaming and language translation

All default fields can be renamed and translated to your local language, or your own preferred terminology. The names will be adjusted on the Fields and be visible on the Form.

All your users who are submitting tickets will see the custom or translated name, empowering you to use your local language towards your users for the best experience.

Custom Statuses

Tags

Tags is a default field which you can optionally use on your Forms. It allows Agents to further categorize your tickets by applying different tag values on tickets.

You can apply one or many Tags on a ticket:

The Tags can be filtered out on the Tickets overview to analyze tickets further.

Example use case:

• Apply a Bug-tag if the ticket was related to a software bug.

• Apply the Wifi-tag for a ticket that ended up to the Wifi

• Apply the HR tag in case the ticket required help from HR.

View and Filter on Tags

You can view all tags for each ticket both on the Web and in Slack. There is also filtering capabilities available to create overview based on filtered tags.

Suptask offers a number of roles to help you manage and delegate different features across the ticketing system.

Agents and Inboxes

Only Agents that are added to an Inbox can access the tickets that have been submitted or moved to that Inbox.

This enables you to set up Inboxes for different teams, where only the Agents in each team will have access to the tickets within their Inbox.

Overview of permissions

How to add and remove an Agent

All invited users in the connected Responder channel of an Inbox are automatically promoted to an Agent.

Adding a new Agent:

Invite the user to be a member of the Responder channel in Slack.

Removing an Agent

Remove the user as a member from the Responder channel in Slack.

How to manage Inboxes and Forms

Users who should have access to create and manage Inboxes and Forms will need to have the Suptask Admin role assigned.

With the Suptask Admin role assigned, users will have access to the Inboxes page, where they can overview all the Inboxes that they have access to, as well as creating new Inboxes.

How to add a Billing Admin

You can have specific users as billing admins, allowing them to manage the Subscription & Billing, including receiving the receipts.

Either ask the billing contact to login to the Suptask Web App. After they have logged in, proceed to promote their user to the Billing Admin role. Alternatively you can proceed with your own user through the checkout, and then change the billing contact person after the payment has been completed. This will be available on the receipt sent back to your email, where the billing contact and VAT can be updated.

Overview

Inboxes can be set up with your Agent's default work hours, including the timezone they are in.

With the work hours of your Agents, you can get accurate calculation of performance metrics and empower other features in Suptask.

Each inbox can be configured with work hours for your Agents:

• Start time

• End time

• Timezone

Mean time to resolution (MTTR)

Every ticket is measured on how fast it is resolved by Agents by using the Mean Time To Resolution (MTTR) metric. With work hours applied to the inbox, every ticket is calculated with the respect of the work hours.

This improves accuracy of the MTTR metric as hours outside the work hours are excluded from the calculation.

Automatically manage all your emails as tickets in Slack using Suptask.

Learn more how it works

Enable forwarding in Outlook

1. At the top of the​​​​​​​ new Outlook window, select Settings .

2. Select Mail > Forwarding.

3. Toggle the Enable forwarding switch, enter the forwarding email address:

   1. Forwarding email address: incoming@suptask-mail.com

4. Select Save.

Next step

Continue with the setup in Suptask

Overview

In this article we help guide you through how a common setup can look in Gmail & Google Workspaces when integrated with Suptask.

The Suptask Email integration is receiving emails from an address which in turn forwards the emails to Suptask. By using forwarding from a local address on the customer side, Suptask can validate the emails and direct them to the correct Inbox, as well as secure who delivers the emails to Suptask.

Learn more on how the email integration works.

We will make use of the Routing rules in Gmail in order to setup forwarding to Suptask.

How to configure forwarding

Navigate to the Gmail app configuration inside of the Admin panel of Google Workspaces. In here you can set

1. In the Workspace Admin panel, open the Apps

2. Select Google Workspace

3. Select the Gmail app

4. Select Default routing

5. Select Add Another Rule in order to create a new routing rule.

The important fields to set up next in the rule are:

• Single recipient Email address - Which incoming email this rule should be applied to. This is your local address.

• Add more recipients - Use the Basic setup and enter the Suptask email address to forward emails to: incoming@suptask-mail.com

• Options - Make sure to have this value selected: Perform this action on non-recognized and recognized addresses

Example of a routing rules

The Organization field can optionally be added to a Form and be visible to the users who submits a ticket.

The Organization field is available as a standard analytical field on the Dashboard, making it easy to track as a part of your statistics and KPIs. It is also visible on all ticket views in Slack and on the Web, as well as a filtering option.

The Organization field is a multi-purpose field that can help you with:

• Tracking from what end-customer the ticket origins from.

• Tracking from what department the ticket origins

• Tracking from what team the ticket origins

Changing to a selection list

The Organization field can be changed from a single-line text field to a single-selection field. This enables you to manage the values which can be selected, maintaining consistency across submitted tickets.

To change the Organization field:

2. Edit the Organization field

3. Change the Field type

4. Add the values of your choice to the Organization field.

5. Save

Example use case:

Customer Support submits tickets to the Product & Engineering teams, where the Organization field is used to record the company name of the end-customer impacted.

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.

Getting Started

• Install Suptask in your Slack Workspace

• Confirm that your user have Admin access in Suptask

• Setup up your first Inbox & Form

• Understand the different Ticket submission methods

• Manage and Reply on tickets

You need to have an Inbox and a Form in order to submit tickets with Suptask.

Ticket submission methods

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.

Create a ticket-dialogue in Slack

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.

• Submit your ticket to a channel This option will group all the channels that are configured on Forms that are using Collaborative Ticket Submission.

• Submit a ticket directly to an Inbox This option will group all your Inboxes which have Forms of the type Private Ticket Submission.

Best Practices

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.

• Automatically select an Inbox for the user By using only one Inbox, Suptask will automatically select this Inbox for your users.

• Automatically select Form 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.

• 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.

What happens after a ticket is submitted?

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.

Learn more

Overview

Agents can optionally work in the same channel as the Users, where tickets are submitted. This could be needed if you want to have a completely transparent ticketing experience, where Agents can respond to tickets openly together with the Users.

Example use case:

• Product and Engineering can triage tickets together that are sent in by Customer Success / Customer Support team in one shared channel #product-support.

• Cooperate between teams & departments to resolve tickets in one single channel.

• Work together on resolving customer issues in one single channel.

• Helpdesk is openly addressing requests together with users in a channel

How to work together on tickets

Agents can open and edit the ticket directly from the channel where tickets are submitted. The action buttons on tickets can be visible on the ticket in this channel where you can edit and manage the ticket.

1. Set up a new Form in your Inbox

2. Select the type of Form, Slack Channels Ticket Submission

3. Proceed to select what channels to

4. Select the Slack channels where you want to Accept tickets from

   • These channels will be your Collaboration channels

5. Customize the Form with the Fields you require.

6. Save & Publish

The new Form will be now be ready in Slack.

Best practices

• Promoting Agents Have your Agents join in to the Responder channel in order to become an Agent and receive the proper permissions.

• Mute the Responder channel To avoid notifications from multiple channels, we recommend that you mute the Inbox Responder channel in Slack if you intend to work in the Collaboration channel as an Agent.

• Sensitive information Avoid sharing sensitive information in the channel as it is publicly available for all people in that channel. Use the Private Ticket Submission Form if you need to manage sensitive information in your tickets.

Organizations can sometimes have multiple Slack workspaces without making use of Slack Enterprise Grid.

Suptask offers a unique solution that allow you to connect the complete workspaces together, without Slack Connect.

This can be an internal organization with multiple workspaces, or a workspace where you require to connect to several other external workspaces.

Example use cases

• Connect Suptask as a Partner / MSP to manage ticketing for your clients.

• Connect Suptask with multiple standalone Slack workspaces.

• Connect Suptask and support your franchise partners using separate Slack workspaces.

• Connect Suptask to support your users in your Slack Community

How Suptask can connect multiple workspace

Multiple Slack workspaces can be connected together with Suptask, allowing you to manage ticketing across several different Slack workspaces.

Agents will retain a single overview of tickets across all workspaces including all the great features that comes with Suptask. Including dashboard analytics and reporting.

Suptask can connect these workspaces together by:

• Establishing one workspace as the primary workspace where Agents will manage and respond to tickets.

• Establishing one or many secondary workspaces, where users can submit, overview and track their tickets.

Multiple Workspaces vs Slack Connect

• The Multiple workspaces feature is often used by an internal organization or a partner / MSP who manages tickets with their clients.

• Slack Connect is often used for external communication with other organizations.

• Slack Connect is locked down to individual channels, while the Multiple workspaces feature connects the complete workspace.

• Multiple workspaces do not have any limitations on how tickets can be submitted.

  • Learn more about Slack Connect

Overview

External Connections (previously Slack Connect) allows workspaces in Slack to work together via shared channels.

This can empower organizations to provide support to customers via shared External Connections channels.

Best Practices

External Connections is often used to support customers and other organizations via shared channels.

Here follows a set of best practices to use Suptask with External Connections:

• Prefix your channels if you are managing multiple customers: #ext-company-a #ext-company-b #ext-company-c

• Always invite the Suptask App to any new customer channel.

• Always add any new Customer Slack channel to the Forms in your Inbox(s) in order to make them visible for new customers.

• Use different Forms to categorize the different requests you are receiving from customers.

• Use one Inbox per team that is managing tickets if they require

How to use Suptask with External Connections

You can set up Suptask to support your users in External Connections channels, when you add them as External Connections in Slack.

Any requests from users in these channels can be submitted as a ticket using Suptask, making it easy for both users and Agents to overview and track all requests.

Setup Inboxes and Forms

You can use any Inbox for External Connections channels and configure your Form to receive tickets from channel(s).

1. Open your Inbox and create a new Form

2. Set up your Form with any type that empowers External Ticketing, such as Collaborative ticketing.

3. When configuring the Form, select the channels where the Form should be enabled.

   1. This should be your customer channels e.g #ext-customer-a, #ext-customer-b

4. Invite Suptask App to the channels where you want to enable ticketing.

5. Optionally customize Suptask settings to improve the experience for your end-users

   1. Such as controlling if agent control buttons should be visible in the channel.

6. External ticketing is now ready in the selected channels for your customers.

Your customers can now submit tickets with Suptask in these channels.

Learn more how to configure Forms:

How your customers can use Suptask

Slack workspaces that are invited as an External Connection to a channel will be the users submitting tickets, such as your customers & clients.

Suptask have built a unique solution for your users in External Connections channels, that allow them to get access to the Suptask app without having to install it.

This enables them to track and overview their tickets using the Suptask App.

Overview and track tickets

Tickets are submitted and available in the shared channel with the customer.

Customers can easily track and overview all their ticket requests in the Suptask app that will be visible in the left-side menu in Slack automatically.

Suptask App is displayed in the left navigation menu

Learn how to find the Suptask App in Slack

Overviewing tickets in the Suptask App

Your customers can overview all their tickets in one single place without having to scroll through the channel to track tickets.

With the Suptask App, they see all tickets that are active and submitted in their channel(s).

Automatic summary notifications of tickets to your customers

Your customers and clients will never miss out on their tickets, as Suptask will automatically send summary notifications to them with their current active tickets.

How to submit tickets in External Connection's channels

Customers and Agents can submit tickets in External Connections channels from any message sent in the channel.

They can use any of the following ticket submission methods:

• Ticket emoji on messages

• Automatic ticket creation

Example on how to submit a ticket using the ticket emoji

Who have access to the tickets?

All tickets submitted in the channel are available to the users that are invited in the channel.

User A and User B is in the same channel #ext-channel-X where User A submits a ticket.

User B will also be able to track and follow this ticket.

Automatic onboarding & training

The users you are inviting will automatically recveive automatic onboarding & training content from Suptask, making it easy to onboard users at scale.

External Connections vs Multiple Workspaces

External Connections is suited for sharing single channels, while Suptask's Multiple Workspace support is suited for connect several Slack Workspaces together for ticketing.

Learn more

Agents from other Slack Workspaces

If you require users from other Slack Workspaces to act as Agents, we recommend you to invite any user who are an Agent to become a Guest user in your Slack Workspace in order to get the full & proper access to the Suptask App.

Suptask is available for all Agents in the Slack workspace. Every Agent can easily overview and track their tickets from the Suptask App in Slack.

Overview your tickets as an Agent

Tickets overview inside of Slack

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

2. Press on Select filters button to the right

3. Select your desired filters e.g 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.

Tickets overview on the web

2. Use Customize Views to change what columns to view and what filters to apply. This includes custom fields.

3. Open a ticket by pressing on the item in the list to view the details of the ticket.

Custom views

Creating custom views can help you create focused overviews of your tickets:

• Overview what tickets that are Unassigned.

• Track what tickets are missing a reply.

• Overview ticket for a specific form.

• Filter out the tickets assigned to you.

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.

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.

Suptask can be available for your end-users in their own local language, making it easy with a great experience for everyone to submit a ticket.

Suptask will automatically adopt the user interface to the end-user locale, making sure the correct language is used. This allows you to scale the ticketing globally across continents, while keeping your ticketing system regional.

Overview

Suptask is built with a unique solution that supports working with tickets across workspaces.

Discover more

Slack Enterprise Grid enables organizations to set up several Slack workspaces within a single Slack installation.

Learn more about Slack Enterprise Grid

Suptask can be installed in your Slack Enterprise Grid and support you with ticketing across the connected workspaces.

With years of experience working with enterprises, Suptask have developed a unique archiecture that allows several use cases in your Slack Enterprise Grid:

• Use a workspace-wide channel for your users to submit tickets across workspaces.

• Allow users across workspaces to submit tickets to an Inbox in Suptask

• Centralize ticketing within a primary workspace for your Agents

Tickets that are created always have a Requester user set as the primary owner of the ticket.

Creating a ticket on behalf of another user

You can create a ticket on behalf of another user, by changing the requester of the ticket before it is submitted. This is available from the Create a ticket dialogue.

When you as an Agent create a ticket from another User's message, it can automatically set the message author as the default Requester of a ticket.

Changing the requester on a ticket

Agents have the option to change the Requester from one user to another.

The Requester can be changed by editing the ticket and changing Requester by selecting another users in the selection list.

Overview

Tickets can be moved by Agents from the origin Inbox to another Inbox.

There are several benefits of using the Move feature:

• Move the ticket as it was submitted to the wrong Inbox

• Move the ticket to another team Inbox as it needs to be escalated

How to Move / Escalate a ticket

1. As an Agent, open a ticket.

2. Press on the More options action button (with the three dots).

3. Select Move.

4. Select what Inbox to move the ticket to.

   1. Fields from your original Form to the new selected one will be auto-mapped. Any mismatches will be highlighted.

5. Confirm by pressing Submit.

The original ticket will automatically be set to Closed. Both tickets will contain references between the tickets, making it is easy to retrieve the context from any of the tickets.

The default name of the Suptask App in Slack is Suptask. In case you want to change the name to match your own branding, you can do so by following the steps below.

This is possible and can be done as a part of the configuration of the Suptask app in Slack.

App naming examples

You can specify any name of your choice to apply on the Suptask App, such as:

• IT Support

• Helpdesk

• HelpBot

• MyCompany Support

How to change the Suptask App name

1. Open the Suptask App in Slack

2. Click on the tab About

3. Press on the button Configuration

4. This will open up the configuration page of Suptask in your web browser.

5. Scroll to the bottom of the page and find the section Bot user

6. Press on Edit and select the name of your choice.

7. Done.

Overview

Canned Replies can be used to send pre-defined answers on recurring questions, without having to type the same answer over and over for different tickets.

It can save you time writing the answer every time a ticket comes in with the same question, making your work as an Agent easier.

Canned Replies are stored per Inbox, which means that you can have different replies for different Inboxes. This can help you have different replies for the different teams that are using Suptask.

How to send a Canned Reply

As an Agent, you can send a Canned Reply by pressing on More Options or "..." on a ticket, and then selecting Canned Reply:

From here you can choose to Select reply on this Inbox that you would like to send. By selecting a Canned Reply, you will get a preview of the message which you can send by using the Send reply button.

How to configure Canned Replies

Canned Replies are configured per Inbox from the Responder channel which is connected to your Inbox.

You can initiate the configuration by typing the following message in the Responder channel in Slack:

/suptask canned

This will present you with three options to manage your Canned Replies:

• Add - Add a new Canned Reply

• Edit - Edit an existing Canned Reply

• Delete - Delete an existing Canned Reply

After you have added your first Canned Reply, it will be available on all tickets in the associated Inbox.

Overview

The AI assistant helps you in your daily work with tickets by creating an automatic summary of each ticket when it is closed.

Each ticket can have several replies between Agents and users, which can create a very long thread of messages back and forth. This can make it challenging to understand the context of a ticket.

Suptask's AI assistant automatically analyse the messages inside of a ticket and creates a summary with the problem and solution when the ticket is closed.

This makes it easy to understand the context of each ticket by just looking at the summary at the end of each ticket. It also helps building knowledge across your team members over time.

All ticket information is available within the built-in search in Slack, making it easy to find recurring problems and solutions on previous tickets.

AI Privacy

Your privacy is a top priority for us and this includes the use of AI. The AI is not using your data to train the model. We only use the data that you have provided in the ticket to create the summary of the ticket when it is closed.

The summarised data on the ticket consist of a title, problem and solution. This data is stored as long as the ticket is retained.

Suptask AI assistant can be turned off on your account. Visit the Account settings to switch off the AI Assistant.

Suptask is available for all users in the Slack workspace. Every user 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 users also have access to.

For the majority of use cases, users can use the Suptask App in Slack to track and overview their tickets.

Overview your tickets as a User

1. Open Suptask App in 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.

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

Submitted tickets are directed via the Form to the Responder channel of the Inbox.

Agents gets access to submitted tickets by being a member of the Responder channel in Slack. They can work privately as a team to resolve tickets together, leaving both Private and Public replies on tickets.

Learn more on how the Inbox & Responder channel works.

How to reply on a ticket as an Agent

Public vs Private replies

Replies on tickets from Agents can either be:

• Public The reply is visible by the Requester who submitted the ticket.

• Private (Internal) The reply is internal and only visible to the team of Agents in the Inbox.

This allow your team of Agents to cooperate on tickets without having to leave Slack. It is as easy as sending messages to each other in a message thread.

This cooperation is empowered by the Responder channel that is connected to your Inbox, where Agents can send replies on the tickets directly in Slack.

Agent replies: Public visibility (default)

This option is enabled by default, the replies on tickets in the Responder channel are by default Public.

How to send a Private reply:

1. Open the ticket in the Responder channel.

2. When writing your message, make sure to add the 🔒 (:lock:) emoji at the beginning of the message.

   • This will mark the reply as being Private.

3. Send the message which will make it a Private reply on the ticket, only visible to the team of Agents in the Inbox.

How to send a Public reply:

1. Open the ticket in the Responder channel

2. Send your reply in the ticket message thread.

3. This reply will be Public by default and visible to other Agents in the same Inbox & Responder channel.

Agent replies: Private visibility

With this option enabled, the replies on tickets in the Responder channel are by default Private.

How to send a Private reply:

Any message sent on a ticket with this option enabled will be Private by default.

1. Open the ticket in the Responder channel

2. Send your reply in the ticket message thread.

3. This reply will be Private by default and only visible to other Agents in the same Inbox & Responder channel.

How to send a Public reply:

1. Open the ticket in the Responder channel

2. Send your reply in the ticket message thread, this reply will be Private until you make it Public.

3. Add the 🎺 (:trumpet:) reaction emoji on the message. See below on how to add the reaction emoji.
4. This will push the message as a Public reply back to the requester(s). The message will look like this when it has been pushed as a Public reply:

How to find the 🎺 (:trumpet:) reaction emoji

You can find the reaction emoji by hovering the mousepointer over the message you want to make Public.

From here you can search to find the emoji

Learn how to configure one-click emojis

Replies with Approvers and Followers

The replies for approvers and followers will always be Private by default, and not visible to the Requester of the ticket.

They always need to need push their reply explicitly to become Public by following the instructions for replies with Private visibility.

Withdraw a Public reply

Accidently sent a Public reply? You can withdraw a Public reply, making sure it is no longer visible to the Requester.

How to withdraw a Public reply:

1. Open the ticket in the Responder channel.

2. Identify the Public reply message you want to withdraw, to make it Private and not visible to the Requester.

3. Edit the message

   1. If your replies are Private by default: add the 🎺 (:trumpet:) reaction emoji on the message.

   2. If your replies are Public by default: add the 🔒 (:lock:) emoji in the beginning of the message.

4. This will change the message from Public to Private, where the Requester will no longer see it on the ticket.

Add additional users to a ticket

You can easily add additional users to a ticket in order for them to receive notifications from the ticket. This can be done by simply tagging the user in the ticket message thread, which will make Slack send notifications about updates to this user as well.

Suptask provides multiple methods for submitting tickets, catering to various user preferences and workflows. This article offers a comprehensive overview of all available ticket creation features.

Through detailed guides and instructional videos, you will gain a solid understanding of how to effectively interact with Suptask's ticketing system.

Create a ticket using message shortcuts

Message shortcuts are available and can be used on all sent messages everywhere in Slack, including channels, direct messages (DM) and any private group.

How to submit a ticket with the message shortcut:

1. Move your mouse over the desired message to create a ticket from.

2. Press on the three dots within the context action menu to the right. See example screenshot below.

3. Select Create a ticket (Suptask) If you do not see this option, select More message shortcuts... to list additional shortcuts.

4. Suptask will guide you through the process of creating the ticket.

5. Done!

Create a ticket from messages using the ticket 🎫 reaction emoji

Suptask can submit a ticket from an existing message by adding the ticket 🎫 reaction emoji on top of the message.

How to submit a ticket with the ticket 🎫 reaction emoji:

1. On a sent message, add a reaction emoji by hovering over the message to display the small section with action icons in it.

2. Select the ticket 🎫 reaction emoji (:ticket: 🎫)

3. Suptask will automatically identify this emoji as the trigger to create a new ticket

4. Suptask will guide you through the process of creating the ticket.

   1. In a channel or group chat you will need to invite the Suptask App to the channel .

   2. In a Direct Messages (DM) you might need to give Suptask extended permissions.

5. Done!

Create a new ticket with slash command

1. Type /suptask, /request, /helpdesk, /support or /ticket to initiate the ticket creation.

2. Select the Form you want to use when submitting your ticket

3. Fill in the form fields and submit the ticket.

4. Done! Your ticket has been created

Create a ticket from Suptask App home in Slack

1. Open the Suptask App in Slack from the left-side menu

   • Search for "Suptask" in Slack if you can not find it in the left-side menu.

2. Click on the Create a new ticket action button.

3. Select where you want to create the ticket and to with what Form.

4. Fill in the form fields and submit the ticket.

5. Done

Create a ticket in Direct Messages (DM)

In order to use the ticket 🎫 reaction emoji to create tickets from messages in Direct Messages (DM), you might need to grant Suptask extended permissions.

Create a ticket from Email

The Email-to-Slack ticketing integration allow users to submit tickets by sending an email, which is automatically converted to a reply inside of the ticket thread in Slack.

To submit a ticket via email, simply send an email to the email address you have configured for the Email-to-Slack integration.

Create a ticket automatically from a new message

Automatic ticket creation enables every message in a channel to be submitted as a ticket automatically.

Post a message in the channel where the automatic ticket creation have been enabled and Suptask will automatically submit the ticket while the message will be populated into the Description field.

Troubleshooting

Nothing happens when I try to use the ticket 🎫 reaction emoji in a channel or group?

Make sure that the Suptask App is invited to the channel or group that you are in. You can confirm this by writing the following message in Slack:

/invite @Suptask

Learn more

Here are other useful articles to enhance your ticketing experience with Suptask.

Overview

The Dashboard provides a high-level overview of your ticketing process within Suptask, where vital Key Performance Indicators (KPI) are available.

Every account comes with a number of dashboards that they can switch between, such as:

• Default - Overview of several dimensions in one Dashboard

• Top 25 Organizations - Interactive dashboard to drilldown into Organizations

• Top 25 Requesters - Interactive dashboard to drilldown into Requesters

Filtering

Every dashboard can be filtered to further drilldown into your ticketing data. The filters are automatically applied to all the visibile widgets unless stated differently in the widget.

All filters can be combined, and each filter can have multiple values to achieve highest flexibility.

The filters available:

• Inbox Responder channel The Responder channel connected to the Inbox which the ticket belongs to.

• Form The Form which the ticket was submitted with.

• Assignee The Assigned Agent on the ticket.

Widgets

The dashboard includes multiple widgets that makes it possible to overview different dimensions of the ticketing process.

Here are a set of examples on the widgets that are available on the Dashboard:

• Created & Closed tickets - Tickets that are moved to a Closed status.

• Active tickets - Tickets that are created and being worked on in the various statuses.

• Mean time to first reply - The mean time it takes to give the first reply on tickets.

• Mean time to resolution - The mean time it takes to resolve tickets.

• Top 10 assignees - Assignees who handles the most tickets.

• Top 10 requesters - The users who submits the most tickets.

• Top 10 Organizations - The organizations (such as departments, teams or customers) who submits the most tickets.

Date and Time selection

Use the date and time selector at the top of the Dashboard to select what timespan to look at across all the widgets.

This allow you to both filter on relative timespans, as well as absolute timespans.

Interactive Dashboards

Interactive dashboards empowers you to click on widget elements to further drilldown into the data. This can help you to identify tickets from specific data dimensions in widgets, which will automatically be filtered out as you interactively click to look closer into the data.

Example of dashboards that are interactive:

• Top 25 Organizations

• Top 25 Requesters

• CSAT

Exporting data

Every widget can have its data exported to a number of file formats including CSV, Excel and JSON.

You can export data for the widget by pressing on the "..." action button icon in the top right corner of the widget:

Custom Dashboards

You can have Custom Dashboards that can contain any metric, dimension of data or widget that you would like to have.

The Custom Dashboards are set up by Suptask Support and built together based on Your requirements.

Custom Dashboard will be visible in the list of dashboards when they are available on the account.

Learn more

To overview, filter and view the detailed data across your tickets, use the Tickets Web overview:

Overview

Approvals can easily be handled within your tickets, empowering you to request approvals from any person within your organization.

Approvals extends the capabilities in your Suptask ticketing system, making it possible to cover additional use cases within your daily work which requires approvals from outside your team of agents.

How to request an approval

An Agent of the ticket can request approval for any ticket that is currently active. There can be one or many approval requests sent within the same ticket. This allows you to request different approvals from different parties. Every approval request can be sent to one or many users within your Slack workspace. Within every approval request sent, you will be able to track who have accepted or rejected your request, and the overview of replies from your approvers.

How to approve a request

When an approval request is sent to a user, that user will receive an automatic notification from Suptask in Slack. Every approval request includes the options for the approver to either Accept, or Reject the approval request. The approver receives access to read the content and the replies sent in the ticket. This makes it easy for the approver to understand the context of the approval request. The approver can reply within the ticket, making it possible to chat with the parties of the tickets in case there is any follow up questions or clarifications required. As an approver you can select to Unfollow the ticket whenever you are done with your approval request. After you have unfollowed a ticket, you will no longer receive any updates on it nor will you be able to send any replies to the ticket.

Audit and Compliance

Within a ticket you can send an Approval request to one or many parties. which is recorded in the ticket for audit and compliance. Every requests is saved inside of the ticket, including the specific approval request text. Any changes from approvers, such as changing their decision from approved to rejected, will be recorded and saved in the ticket. A summary of the current state of the Approval request is also recorded on the ticket, which makes it easy to track who have approved and who have rejected over a timeline.

Overview

Deleting tickets is a irreversible operation. Hence you will need to contact Suptask Support for this and we will assist you with the deletion of tickets.

Share the ticket IDs you want to delete and Suptask Support will assist you with the deletion operation.

Overview

Customer Satisfaction Score (CSAT) is a widely used metric to measure how satisfied customers & users are with a product, service, or support. It is typically gathered through survey asking respondents to rate their satisfaction after the interaction is completed

The CSAT satisfaction score is often used as a metric or a KPI which can be reported on regularly.

How to use CSAT with Suptask

Suptask can automatically send out a CSAT survey when a Ticket is Closed, to survey the user about their ticketing experience. The CSAT feature is enabled per Inbox in Suptask.

CSAT surveys to users

Users who have submitted a ticket will receive an automatic CSAT survey as soon as the Ticket status is changed to Closed. The survey is a part of the Ticket message thread.

The CSAT survey allow for an additional comment to be added as feedback, which can be visible for Agents later when analyzing tickets

Example of a CSAT survey

Analyze CSAT results

Use the dedicated CSAT dashboard which provides a high-level view of the CSAT satisfaction score for a timespan of your choice.

The dashboard is interactive, allowing you to drilldown into the grouped score to identify what Tickets that received a certain score.

For example, drilldown into all Tickets that received a score of 1 to view the details including any CSAT comment feedback.

Overview

One of the useful features of our ticketing system is the ability to add additional users to follow and track tickets. This feature allows you to include individuals who are not part of your team of agents but possess expertise that may be required for specific tickets.

By adding followers, you can bring in people with the necessary knowledge or skills to contribute to the resolution of a particular ticket. These followers have the ability to reply to and comment on tickets, providing their insights and suggestions.

How to add a follower as an Agent

Agents can add one or many users as a follower from across the Slack workspace on any of their active tickets.

1. Open the ticket where you want to add followers

2. Press on the more options (three dots) action button

1. Select Add Followers

2. Add the users you want to follow the ticket

3. Press on Submit.

4. The users will be automatically notified about the ticket.

5. Done!

Following a ticket as a user

A user who is added as a follower to a ticket, will automatically receive a message and a notification from Suptask.

The user will be able to reply in the ticket, as well as read the replies and the content of the ticket. This makes it easy to communicate with all the parties of a ticket.

The user can select to Unfollow the ticket, which will stop the user from seeing any updates on the ticket, as well as preventing the user to reply on the ticket.

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.

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.

Overview Tickets on the Web

1. 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.

2. Use Customize Views to change what columns to view and what filters to apply. This includes custom fields.

3. 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.

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. Navigate to the Tickets overview

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

3. The left sidesheet will be opened

4. 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.

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

Overview

Recurring reports contains statistics and data about all your tickets within Suptask. It enables you to continuously retrieve data on tickets to perform your own calculations and visualizations.

As the reports are delivered in a raw format using Comma Separated Values (CSV), it is very easy for anyone to feed this data into a spreadsheet application like Excel, or to a separate Business Intelligence (BI) reporting tool.

Reports are delivered via email and can be sent to multiple recipients.

Here is how to set up reports

1. Log in to your Suptask account.

2. In Account Settings, navigate to Reports.

3. Activate the Enable report delivery checkbox

4. Select the email delivery day and time

   • Be aware that the timezone is UTC.

5. Enter the email addresses of the recipients who will all receive the report email.

6. Done!

Troubleshooting

If you are not receiving your reports, they are very likely being blocked by a email protection service (such as the built in spam filter). Here is what you can do in on your email account to help receive the emails:

• Make sure to check your junk and spam folder in your email client.

• Mark the email from Suptask as not being spam or junk.

• Whitelist the email domain suptask.com to avoid emails being blocked.

Learn more

Ticket data can also be exported via the API, to empower automatic integration export.

Overview

One-click emoji reactions allows your Slack workspace to show a set of easy accessible emoji reaction icons to be available for each of your users.

We recommend that you configure your Slack workspace to make the following emoji's available as one-click emoji reactions:

• Ticket (:ticket:) 🎫

• Trumpet (:trumpet:) 🎺

The Ticket 🎫(:ticket) emoji enables your users to create Suptask tickets while the Trumpet 🎺(:trumpet) emoji allow your Agents to send public replies back to the users that have access to the submitted ticket.

Edit your user preferences

To make One-click emoji's to be visible, users might need to perform the following steps in their Slack account:

1. Open the Slack client

2. Navigate to Preferences (click on your user image in the lower left corner in Slack)

3. Select Messages & Media

4. Scroll down to the Emoji section

5. Enable the option Show one-click reactions on messages

6. Use the Custom alternative and select the two emoji's:

   • Ticket (:ticket:) 🎫

   • Trumpet (:trumpet:) 🎺

7. Done!

Learn more

Additional reading can be found from Slack:

• Learn more about one-click emoji's in Slack

• Learn more about how to manage one-click emoji's for your workspace

Overview

You can easily find any of your Suptask tickets within Slack. In Slack you will have access to search across the tickets you have access to in Suptask.

An Agent who have access to Inbox A can only search and find tickets within Inbox A.

Use Slack's built-in search

Use the search bar at the top of Slack, you can also type ⌘+G on a Mac or Ctrl+G on Windows or Linux, in order to access it.

Search for a Ticket ID

All tickets that your users have access to will be searchable in Slack.

Simply search for the Ticket ID with Slack search like this: #423

Search for keywords in tickets

You can search across all ticket comments and replies that your user have access to in Suptask.

Simply enter any phrase in the Slack search and it will search across your tickets.

Expanding searchable keywords

In your Account settings you can turn on these two options:

• Publish submitted form fields in ticket thread

• AI summary of closed tickets

This allow you to be able to search for all the submitted Fields in the Form used by the ticket. Making it possible to get additional content seachable in Slack.

Searching across the generated AI content where the Problem and Solution of a ticket is recorded will help you to build knowledge and easily search across all of this directly in Slack.

Overview

Personal summary notifications are an efficient way to get an overview of your tickets, how many tickets you have and when the tickets were last updated.

Suptask can send Users and Agents automatic summary notifications of their active tickets. Agents will also receive information about all tickets that are unassigned across their assigned Inboxes.

The notifications is sent by Suptask in the morning of the user's defined timezone in Slack.

Set up notifications

The personal summary notifications are by default activated for Users and Agents.

Any user in Slack can at anytime manage their notifications using the quick command that can be written in the message field in Slack in order to setup or manage their notifications:

/suptask mysummary

Manage your notifications

Every user who have interacted with Suptask and have any active ticket can receive a notification from Suptask.

Summary notifications can be customized by each user by selecting Manage on the sent summary message from Suptask:

Customize your summary notifications

Users can customize their summary notifications to receive them according to their requirements:

• Enable or Disable notifications

• Define what weekdays the message should be sent.

  • Select all your business days to receive notifications daily.

  • Select only one day to receive notifications weekly.

Overview

Having Suptask available in the left side menu on Slack makes it easy to access your tickets and other features that it offers.

Suptask is a Slack App operating inside your Slack workspace. Make sure your Slack Workspace admin have installed Suptask App.Add Slack to the left side menu in Slack:

1. Search for "Suptask" by using Ctrl+K or CMD+K. As an alternative, you can navigate to the Apps section in the left side menu, press on Add apps, and then find Suptask.

2. Press on Suptask and it should automatically be added to your left side menu in Slack.

3. Select to star Suptask App to keep it in your favorite list.

4. Done!

Overview

Integrations can be used to optimize your workflow and make it more efficient when you are working with Suptask tickets in Slack.