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

• Email: [email protected]

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

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.

Submitting tickets videos

Watch video library on Youtube

Product feature videos

Overview

This guide is for you who are a part of a Slack Connect / External Connection channel in Slack where you are provided with customer support using Suptask

You will get help as a user to get started using Suptask to submit support requests, overview your tickets and reply on your 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. wdq

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.

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.

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

Installation Video Guide

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 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.

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

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.

Approving for the complete Slack workspace can sometimes be required. Head over to the in the Slack Admin interface and confirm it is Approved for the 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 .

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

   • Make sure this other user have tried to login to at least once.

Promote another user to Suptask Admin

1. Before you begin, ask the user you want to promote, to make a login attempt to the 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 in the Suptask Web App

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

Next step

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

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.

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.

Legacy Inboxes

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

New generation of Inboxes

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.

How do I overview all users that are Agents?

You can overview all users who have the Agent role in 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.

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 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:

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.

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:

1. Open

2. Edit the Organization field

3. Change the Field type

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

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

Discover more

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.

As you get closer to finialize your setup of Suptask, the next step will be to prepare the rollout of Suptask and onboarding of your users.

In this article we provide helpful content and guides on how to make a successful rollout.

Checklist

Use the checklist to confirm that everything is ready to rollout Suptask to your organization and start onboarding users.

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.

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.

Overview

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

There are several benefits of using the Move & Escalate feature:

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

Overview

The Status field comes with a set of default values:

• Open

• In-progress

Tickets can be submitted on behalf of another user, by applying a different Requester then yourself when you create the ticket. In combination with the handoff feature, Agents can easily create tickets efficiently for all sorts of requests.

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.

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.

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

Overview

Deleting tickets is a irreversible operation. Hence you will need to contact 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.

Suptask will help you keep a track of your team's performance by collecting metrics of different actions that are done on tickets.

This enables you to review and analyze:

• Performance for a specific Inbox

• Responsiveness of a team of Agents, or a specific Agent

• How fast your users are receiving help

Anonymous ticket submissions can help you to have your user submit tickets without revealing their identity, which can be used for features such as whistleblowers.

How to set up Anonymous Ticket Submission

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.

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.

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

Enable forwarding in Outlook

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

Suptask applies a flexible billing model for integrations where integrations can be added to your account independently of your subscribed plan.

• Embedded into the price of an Agent

• Added on top of your monthly Agent bill

Integrations is priced per configured integration on your account.

When added on top of your monthly bill, the price per integration starts at $20 per month.

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.

Supported languages

The support languages include all major languages that are currently supported by Slack:

• English

• German

• Italian

• Spanish

• French

• Portuguese

• Japanese

• Chinese

• Korean

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

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 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 if you need to manage sensitive information in your tickets.

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

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.

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 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

Tickets overview on the web

1. Open Web Overview - Link button can be found from Suptask App Home in the left side menu on Slack. You can also navigate directly to

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.

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

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.

• 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

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.

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.

Overview

With our new Announcement feature, you can now broadcast messages directly to multiple Slack channels with just a few clicks. This is perfect for sharing:

• 🚨 System outages or incident alerts

• 📢 Product updates and news

• ✅ Workflow or process changes

Key Benefits

• Multi-channel Support: Send one message to several Slack channels at once.

• Slack Connect: Send messages to your customers that you support via Slack Connect.

• Custom Messaging: Write a tailored announcement for your audience.

• Markdown Formatting: Use Slack markdown to format your message with bold text, bullet points, links, and more.

How to Send an Announcement

1. Initiate the announcement by typing /suptask announce from your Inbox Responder channel in Slack.

2. Choose the inbox the message should be sent from (e.g., Customer Support).

3. Select one or more Slack channels you want to send the announcement to.

4. Write your message

Use Case Examples

• Product News Share new features or improvements with customers in external Slack channels.

• Incident Updates Keep internal teams informed during outages or service disruptions.

• Helpdesk Tips Proactively send out how-tos or workflow changes to internal help desks.

Example

For more help with formatting your announcement message, check out the .

Overview

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

With the business hours of your Agents, you can get accurate calculation of performance metrics and customize notifications to the work schedules of your Agents.

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

• Start time

• End time

• Business days

• Timezone

Actual Time to resolution

Every ticket is measured on how fast it is resolved by Agents. With business hours configured in the inbox, every ticket is calculated with the respect of the business hours.

This improves accuracy of your metrics, where you can track the Actual Time To Resolution as it respects the business hours.

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

Suptask offers an open API that enables you to integrate programmatically and automate your ticketing process.

API Definition

Review the OpenAPI v3 definition below.

Request API access

The API requires a valid API token in order to authenticate to the API.

How to retrieve values for the API

Retrieve the Form ID

Retrieve the Form ID by opening up the Form from your Inbox and edit it. From the URL you can get the Form ID which is in a UUID format:

Retrieve the field ID

Every created field in your Suptask account have a unique ID that can be retrieved from the page by editing the field. The field ID is in a UUID format and be retried from the URL:

Retrieve the user Slack member ID

Overview

The Export API gives you access to a private area which you can access programmatically to get access to all your ticket data, which is updated on a daily, weekly or monthly basis.

It is ideal if you want to continuously export all your tickets to a separate storage for additional analysis, or for auditing and compliance.

How it works

All ticket information will be collected and available within your private API area, where you can retrieve them programmatically. It will be the same information and format that is available in the , which you can set up on your Suptask account. With the private API area you can list and download the file objects which contains all the ticket information.

Request Export API access

The Export API requires a valid API access key pair in order to authenticate.

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.

You can manage your Tags from the by editing the Tags field.

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.

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.

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

The Free plan is a great choice for smaller teams, or teams who are getting started with conversational ticketing in Slack.

It is a smooth way to get your users to start working with Suptask in Slack, getting enough time to educate them and customize Suptask to your needs.

The Free plan comes with limitations that are applied as soft-limits, where accounts who are exceeding the limits over multiple months will receive automatic messages from Suptask.

Accounts that are continuously exceeding the limits will get their ticket creation blocked and can loose access to historical tickets.

Accounts can at any time upgrade to remove the limits. comes with many additional features to empower your ticketing experience.

Limitations in the Free plan:

• Maximum of 10 created tickets per month

• Limited to 3 months retention of tickets

Overview

Suptask can help you to manage your ticketing with respect to any rotation schedules you have in place.

Rotation schedules are often used to manage on-call duties where a person is rotated on a regular interval, such as weekly, to manage certain tasks like incoming tickets or alerts.

Partnership with Tellspin

Tellspin is a very capable Slack app to manage rotation schedules for your teams in Slack. Allowing you to configure everything from the rotation frequency to reminders.

Tellspin and Suptask have established a technical partnership where the applications are built to work seamlessly with each other.

Integrating Suptask with Tellspin

Tellspin will automatically tag the person who is on-call when you write out the @Tellspin username in Slack where Tellspin have been enabled.

With the Automation rules from Suptask, you can have this process to be fully automated where Suptask can automatically tag @Tellspin when a new ticket is created. Making the Agent who is on-call aware of the new ticket automatically.

How to setup the integration with Tellspin

can be activated on your account by contacting Suptask support.

1. Set up a new Automation rule on your Inbox or Form

2. Configure the rule to be of the type Automatic reply

3. Edit the rule to send the reply to the Inbox Responder channel where your Agents are.

4. In the message sent in the reply, tag the @Tellspin app by writing out its member ID, for example: On-call assignment required <@U43232123>

When a new ticket is created, the automation rule will be triggered and send the reply where @Tellspin app is tagged. @Tellspin will automatically tag the user who is on-call.

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

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.

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.

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:) 🎫

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.

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.

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

Overview

The Suptask integration with GitLab enables you to escalate tickets directly from Slack to GitLab. With a single reaction emoji (the :tornado: 🌪️) you'll be able to create tickets to your choice of repositories, directly from a Suptask ticket 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.

Overview

The Suptask integration with JIRA (e.g JIRA software) enables you to escalate tickets directly from Slack to JIRA. With a single reaction emoji (the 🌪️ :tornado:) you'll be able to create tickets to your choice of repositories, directly from a Suptask ticket in Slack.

Overview

The Suptask integration with GitHub enables you to escalate tickets directly from Slack to GitHub. With a single reaction emoji (the 🌪️ :tornado:) you'll be able to create tickets to your choice of repositories, directly from a Suptask ticket in Slack.

Prerequisites

Overview

Suptask is built to identify and parse messages from other Apps / bots in Slack, which it can automatically create tickets from.

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

Overview

Suptask billing model is based on Agents which represents a seat in your subscription.

An Agent is defined as a person who have access, can reply and manage tickets in an Inbox.

Suptask built-in AI routing of Emails will automatically route the incoming email to the correct person or team. This automation replaces distribution groups and manual forwarding of emails, as the system learns about the incoming emails and where to route it.

Overview

Account Settings in Suptask allow you to customize the ticketing experience with several different options available to meet your needs.

The latest options that you can change can be found in your Suptask Account Settings.

You can customize how the Email integration works and the layout of the emails that are sent.

Settings

Emails can be configured with different settings that allows you to customize the behavior towards your requesters.

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.

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 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.

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 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

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 .

3. Activate the Enable report delivery checkbox

4. Select the email delivery day and time

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.

How to Open and Interpret a CSV File in Microsoft Excel

When you open a CSV file in Excel, sometimes the data does not display correctly, for example, special characters might appear garbled, or the content might all appear in one column. This often happens because Excel guesses the file’s encoding or delimiter incorrectly.

Below are two recommended methods to correctly interpret a CSV file in Microsoft Excel.

Alternative 1: Using Excel's Text-to-Columns Feature

This method works if you have already opened the CSV in Excel and see all data in a single column.

1. Open the CSV in Excel (or paste its contents into a worksheet).

2. Select the column containing the combined data.

3. Go to the Data tab in the Excel ribbon.

4. Click Text to Columns.

Alternative 2: Using Power Query (Recommended for UTF-8 Files)

This method is ideal when:

• The CSV contains special characters (like accented letters or symbols)

• You want to load the data into a structured Excel table, ready for filtering and pivoting.

1. Download the CSV file from its source.

2. Open a blank Excel workbook (do not open the CSV directly).

3. Go to the Data tab.

4. Click Get Data → From File → From Text/CSV.

Learn more

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

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.

Overview

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

Suptask can integrate against any system of your choice, either using our native built-in connectors or using custom APIs and webhooks.

Use Cases

Suptask integrations are set up together with your technical contact at Suptask.

Integrations empowers several use cases such as:

• Keep tickets up to date between Suptask and other ticket systems, such as Zendesk

• Sync tickets and comments between issue trackers, such as Gitlab & Github.

• Enrich tickets with customer data from CRM such as Salesforce or HubSpot

• Push tickets to an external safe-storage for Audit & Compliance.

How it works

Integrations are flexible and can be set up according to your requirements. This enables flexibility where any integration or automations can be configured and embedded in your workflow.

1. You define your use case and share it with Suptask

2. Use case is confirmed by the Suptask Integration Specialists (SIS)

3. Integration details is collected according to the requirements of the use case

4. Integrations is configured and setup on your Suptask account.

Setup your integration

Looking to get started with integrations? Contact to get started and access the setup guides for your integrations

Integrations is a managed service offering

Integrations and Automations

ClickUp integration brings comprehensive task and project management to ticketing, enabling teams to link ticket actions with project timelines and priorities.

Use Cases:

• Automatically create ClickUp tasks for tickets requiring additional input.

• Enrich tickets with progress updates and deadlines from ClickUp.

• Sync ticket priorities with ClickUp task boards for better visibility.

• Notify team members about ticket-related changes directly within ClickUp.

Requirements

You need a ClickUp account in order to set up the integration.

Create a Personal API Token

Learn more in the ClickUp .

1. Select your profile picture and click on Settings

2. Select Apps

3. In the API token section, select Generate

4. Copy and share the personal API token securely with the Suptask Integrations Specialist (SIS) contact.

Create a WebHook

In order to have information sent back from ClickUp to Suptask, you would need to register a WebHook in ClickUp

1. Retrieve the Suptask WebHook URL from your Suptask Integrations Specialist (SIS)

2. Based on your use case, the events you register for in ClickUp WebHook might differ

   1. You can find all events . Consult with your SIS contact on what events to use based on your use case.

Example of how it can work

1. Ticket in Suptask is created

2. Team of Agents decide to escalate to ClickUp for further development work, by moving the ticket to the Escalated status in Suptask.

   1. The creation to ClickUp can also happen automatically for every created Suptask ticket in your Inbox, this is customizable.

3. Ticket is automatically created in ClickUp

How to get started

The ClickUp integration is setup and enabled together with the Suptask Integrations Specialists (SIS).

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.

How to reply on a ticket as an Agent

The JIRA integration aligns Suptask ticketing with agile project management and development issue tracking, providing a seamless link between support and development. This ensures tickets needing engineering support are efficiently tracked and resolved.

Use Cases with Suptask:

The Zendesk integration aligns Suptask ticketing with agile project management and development issue tracking, providing a seamless link between support and development. This ensures tickets needing engineering support are efficiently tracked and resolved.

Use Cases with Suptask:

Everyone can easily overview and track their tickets from the Suptask App in Slack.

There is also an extended overview available on the that comes with additional filters, customizations and presets which all Agents have access to.

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.

Overview

The Email integration in Suptask allow you to receive emails which Suptask will automatically make a ticket of in Suptask, inside of Slack. You can easily work on the ticket inside of Slack, like any other Suptask ticket.