Product and Engineering Triage Ticketing System

Discover how Product and Engineering teams can effectively triage requests, working hand in hand with Customer Support and other teams. Suptask simplifies communication, prioritization, and issue resolution, ensuring a seamless collaborative effort.

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"With Suptask, Product Managers and Engineers work hand-in-hand in Slack. By keeping everything in Slack, Engineers and Product Managers can easily collaborate on tickets while maintaining private threads for technical discussions. It’s boosted our overall responsiveness against our clients."

Simona Cossidente

Head of Product & Process

Stories from our users

"We receive all escalations from our Support team via Suptask. Confirmed issues goes in to Github and all communication is on Slack via Suptask. This was vital to align our Engineering closer to our Customers, which has been a success so far."

Beth,

Engineering Manager

"We were struggling to get single overview of what issues impacting which customers, across Gitlab and Zendesk. With Suptask we have moved our Engineering closer to our Customer Success team, and I have one overview I can trust."

Maria,

Product Manager

"I don't need to leave Slack to help out our Support team to troubleshoot a reported customer case. We all collaborate on Slack using Suptask which is extremely smooth."

Todd,

Software Engineer

Suptask Empowers Product and Engineering Teams

Triage in Team Collaboration

Triage requests with Product and Engineering teams, helping to easily identify the actions and resolutions that are needed.

Bridge the gap between Engineering, Customer Support, Business Units, and Product Management, ensuring all teams work together seamlessly.

Integrated with Slack to easily consolidate requests within a channel, streamlining communication with other teams.

Performance Insights and Customizable Overviews

Define Service Level Agreements (SLAs) to manage response times and commitments for issue resolution.

Leverage the built-in dashboard to monitor and analyze your team's performance, from bug detection to resolution timeframes, ensuring continuous improvement.

Tailor your overview, ensuring requests are organized and making it easier for teams to track and address them.

Simplified and Efficient Ticketing Workflows

Work as a team to receive, share, and resolve tickets efficiently, ensuring that no request goes unnoticed.

Integrate Suptask with your existing tools (GitHub, Gitlab etc), fostering transparency and collaboration among Product and Engineering teams.

Direct issues to respective specialized teams, ensuring expertise-driven resolutions, fostering strategic cooperation with Product Managers.

Closely Aligned to Your Teams on Slack

Users can easily submit tickets without obstacles with a ticketing system available directly in Slack.

Safely handle sensitive information, creating tickets without exposing sensitive data.

Make informed decisions with clear data on the severity of software bugs and their impact on customers, facilitating collaborative triage.

Key Features

Integration with Development Tools

Seamlessly integrate with Gitlab and Github to optimize the ticket monitoring experience and streamline issue resolution.

Personalized Views

Create custom and personalized views over tickets, allowing teams to tailor their ticket management interface to their specific needs.

Keep all Context Within the Ticket

Tickets are a part of your messages, allowing anyone to easily leave replies without leaving for an external system.

Streamlined Approval Workflow

Simplify the process of seeking approvals for critical requests, ensuring that Product and Engineering teams can efficiently manage tasks that require authorization.

No More Lost Requests

No more "Mark as Unread" or "Remind me Later". Gain the structured process you've been missing.

Improve Satisfaction Rates

With an efficient ticketing process, resolution times are lower which impacts the overall satisfaction rates positively.

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Integrate Your Ticketing Workflow with 300+ Integrations

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Boost Efficiency with Seamless Integrations

Connect your ticketing system to fetch or push information across other platforms, keeping data automatically up-to-date. Empower your team with a streamlined workflow and a smoother ticketing experience.

Connect to the System of your Choice

Leverage Suptask’s 300+ integrations to seamlessly connect your ticketing system with CRMs, BI tools, issue trackers, and other ticketing platforms. Streamline your workflows with the tools that matter most to your business.

Custom Integrations That Work with Any API

Build custom integrations with the API of your choice for a flexible ticketing system tailored to your workflow. Leverage both Webhooks and REST APIs to create a powerful and customized ticketing experience.

Frequently Asked Questions

How does the ticketing system benefit Product and Engineering teams specifically?

Suptask provides a centralized platform for efficient request triage, streamlining communication with other departments. Product and Engineering teams can collaborate seamlessly with Customer Support and prioritize tasks, ensuring swift issue resolution and product improvement.

Can the ticketing system be customized to fit the unique needs of our engineering workflows?

Absolutely. Our ticketing system offers customizable overviews and data fields, allowing you to tailor the platform to your team's specific workflow. This ensures that you can efficiently manage incoming requests and address them according to your priorities.

How does the system enhance cooperation between different teams in the organization?

Our platform encourages collaboration by offering features like team-specific filtering, ensuring each department knows its responsibilities and can focus on them. This, in turn, fosters efficient cooperation between Product and Engineering, Customer Support, and other teams, resulting in effective issue resolution.

What tools and platforms can be integrated with the ticketing system to optimize our ticket monitoring experience?

Our ticketing system offers seamless integration with popular development tools like JIRA, Gitlab, GitHub, Zendesk, Intercom, and more. This integration ensures that your team can leverage a cohesive ecosystem to enhance the monitoring and management of incoming requests.