Email Ticketing System for Slack | Help Desk by Suptask

“Suptask has become an integral part of multiple departments within our organization, and the impact has been transformative. The platform has streamlined our ticketing workflow, leading to significant efficiency gains and saving our teams hundreds of hours each month”

Prathamesh Borkar

Director of Operations

Stories from our users

"Suptask integrates email ticketing into Slack, streamlining our communication and teamwork. It's made handling emails, customer queries, and team tasks more efficient and responsive."

Chloe

Customer Support Manager

"The ability to create and manage email tickets directly within Slack has significantly improved our response times and team collaboration."

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Declan

IT Support Specialist

"Private email ticket and custom views have made handling sensitive issues and tracking performance a breeze."

Louise

Operations Lead

Do you want to learn how it works?

Jump directly to the integration guide
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Suptask Truly Empowers Your Communication

More than a Help Desk Email Software

Create tickets from email conversations outside of Slack - reply in Slack to send email replies.

Foster teamwork with shared channels for ticket email resolution.

Keep all emails and customer service requests centralized where your team already communicate.

Email Ticket Management System

Share administrative responsibilities effortlessly, allowing for efficient delegation and management of email ticketing among team leaders.

Utilize intelligent algorithms to automatically assign email tickets to the appropriate agent, reducing manual sorting and ensuring faster responses.

Leverage integrations with tools like JIRA and Zendesk to assign tasks smoothly across platforms, optimizing the email support ticket system workflow and eliminating the need for constant switching between apps.

Email Ticket Handling and Oversight

This email helpdesk implement customizable email ticketing software categories, enabling your team to identify and prioritize tasks based on urgency and topic quickly.

Leverage the power of direct Slack integrations to assign email tickets to the most suitable team members with a few clicks, facilitating smooth task distribution.

Monitor email ticket progress with integrated tracking features. These features provide visibility into every ticket's status from inception to resolution, all within Slack.

Enhanced Service Level Agreement (SLA)

Use Suptask's interactive SLA features to monitor real-time agreement terms, ensuring every email ticket meets your established response and resolution benchmarks.

Receive instant notifications for approaching or missed SLA deadlines, enabling proactive measures to maintain service quality and customer satisfaction.

Tailor SLA parameters to fit the unique needs of different customer segments or service tiers, offering flexibility in managing varied expectations and requirements.

Key Features

Centralized Ticket Reception

Suptask lets your team receive and manage tickets from a unified Slack channel, enhancing collaboration and response times.

Comprehensive Dashboard Analytics

Track your team's performance and gain valuable insights through dashboard analytics featuring key performance indicators and email reports.

Email-to-Slack Functionality

Extend your ticketing capabilities beyond Slack with the ability to receive emails as tickets, ensuring every customer query is noticed.

Privacy & Customization

With options for private email tickets and customizable ticket forms, Suptask ensures that sensitive information remains confidential and that ticket handling is optimized for your needs.

Direct Integrations

Suptask seamlessly integrates with major platforms like GitLab, GitHub, JIRA, and Zendesk, streamlining your workflow and centralizing communication.

Approvals and Followers

Enhance your ticket management with features for approvals and the ability to add followers to tickets, fostering transparency and teamwork.

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Integrating Email Ticketing to Slack:
Step-by-Step

Learn more

Learn how to set up the integration in the Knowledge Base article.

1. Forward emails

Set up forwarding of emails from your address of choice, for example helpdesk@acme-inc.com, to Suptask.

2. Enable Suptask Email Inbox

Enable Email by activating this on your Suptask Inbox. This should be set up with a specific ticket form in your Inbox, making it easy to categorize all you incoming emails.

3. Map Email Addresses

Ensure your email (e.g. helpdesk@acme-inc.com) maps correctly to the Suptask Inbox. This will automatically convert any incoming emails on the specified address to the Slack Responder Channel in this Suptask Inbox.

4. Define Sender Name

Specify the organization or team name for the sender name of the emails, for example "Acme Inc" or "IT Team". This will be used for new ticket creations and updates going out via email replies, including the name of the assignee.

Note: Suptask utilizes DMARC, DKIM, and SPF for secure email delivery.

How It Works

The first email from a user to your address is forwarded to Suptask.
Suptask validates the email forwarding address an mapping rules. Making sure it is configured before we send it to the Suptask Inbox, so that it appears in your Slack Workspace.
An automatic reply is sent to the user with a ticket number using the defined sender name, for example "Acme Inc."
Suptask Agents will be notified of the new ticket inside of Slack, where they get all content of the email including the sender email information.
Agents can now pick up the ticket in Slack and assign it. Agents can reply on the ticket in Slack, where Suptask will automatically convert the Slack reply to an email to the user.
Any new replies from the user via email, will automatically appear in the Slack ticket thread for the Agents.

Frequently Asked Questions

What is an email ticketing system?

An email-based ticketing system is a software solution that automates receiving, tracking, and managing support requests via email. It converts incoming emails into tickets, which can then be categorized, prioritized, and assigned to the appropriate support staff. In our case, this all happens within Slack. Altough Slack offer a funtion to forward email to a Slack channel, Suptask offers emails to be turned into tickets which helps with efficiency and collaboration.

How does email help desk software improve customer service?

A customer service email help desk software enhances customer service by organizing support requests into a manageable format, ensuring no customer queries are missed or overlooked. It allows support teams to respond more efficiently and track the status of issues from start to finish, improving overall response times and service quality.

What are the key features of an email ticket management system?

Key features of an email ticket management system include email-to-ticket conversion and vice-versa, automatic ticket assignment to the right agents, status tracking, priority setting, escalation procedures, and comprehensive reporting tools. These features help streamline the support process and improve team productivity.

Can the email ticket system be integrated with other tools?

Yes, we believe it's important for email ticket systems to have seamless integrations with all major customer service applications such as; JIRA, Gitlab, Github and Zendesk. It is popular to integrate with other business tools such as CRM systems, live chat software, and project management tools. Integration helps create a more unified workflow and provides a holistic view of customer interactions across different platforms.

Who typically uses email help desk software?

Customer support teams use email help desk software, IT help desks, and any organization that manages many customer queries via email. It's designed to help these teams operate more effectively, providing the necessary tools to handle inquiries systematically.

How can businesses measure the effectiveness of their email ticket management system?

Businesses can measure the effectiveness of their email ticket management system by tracking metrics such as response time, resolution time, customer satisfaction scores, and agent productivity. This is done easily with our reporting dashboard. Analyzing these metrics can provide insights into how well the system is performing and where improvements might be needed.

Email Ticketing System - Slack Integration