Overview
Agency Analytics is an automated reporting platform built for marketing agencies, helping them create live dashboards and simplify client reporting. With roughly 150 employees, Agency Analytics uses Suptask to manage internal requests across People (HR), IT, and Finance - giving teams the visibility and accountability they were missing when everything lived in Slack DMs.
The Challenge: No Visibility, No Accountability
Before Suptask, internal requests at AgencyAnalytics were handled almost entirely through Slack DMs. The People and IT teams had no way to see what questions were coming in, from whom, or at what volume. Requests were being missed, response times were inconsistent, and there was no reliable way to measure any of it.
The team knew they needed more than a communication tool - they needed a system with real accountability, so that nothing would fall through the cracks and employees could trust their requests would actually be acted on.
From One Inbox to an Organization-Wide System
Suptask was initially brought in to centralize People and IT requests, but its footprint has grown considerably since. The People team now uses it to track policy changes and manage onboarding processes in addition to handling day-to-day questions. Finance has adopted it to streamline approval workflows. Each team operates its own dedicated inbox, so ownership is always clear and only the right people are looped in by default.
What started as a way to stop missing requests has become a structured, scalable way for multiple teams to operate - all without leaving Slack.
Collaboration That Wasn't Possible Before
One of the most impactful changes has been how Agency Analytics handles multi-stakeholder workflows. A standout example is employee recognition: when a manager submits a merit award request, the People team can bring in approvers, pull in additional managers for guidance, and add skip-level leaders as followers - all privately within the ticket thread, without the original requester ever seeing the back-and-forth.
Previously, coordinating something like this across multiple people in Slack was an exercise in frustration. Now it happens cleanly inside a single thread, with a full record of every decision and conversation.
The ability to create a ticket directly from a Slack message - or on behalf of another employee - has also been a quiet but significant win. No request gets lost just because someone didn't know how to submit it.
Adoption Takes Time, But It Sticks
Changing behavior is never instant. Employees at Agency Analytics were accustomed to DMing the People team directly, and getting them to open tickets instead required patience and consistency. But the shift happened - and now employees open tickets independently, and the team can open tickets on their behalf when needed.
Onboarding Suptask was largely self-serve. The knowledge base and a dedicated Slack channel with the Suptask team provided a reliable way to get help when it was needed.
The Impact
The difference is tangible across the teams that use Suptask every day:
- Slack DMs are dramatically less noisy - requests go to team inboxes, not individuals
- Missed requests have dropped sharply, with open tickets making it clear who is still waiting
- Response times have improved, with shared visibility keeping the whole team accountable using Suptask’s dashboard and SLAs.
- Complex, multi-stakeholder workflows like approvals and employee recognition now have a repeatable, auditable process
- Collaboration happens in context, inside the ticket - not scattered across DMs, group chats, and channels
