Internal Operations Built Into Slack
Make every team run more efficiently, with one system for requests across the business.
Structured internal operations, built directly into Slack
One way to ask
Employees send every request in Slack, whatever team it's for - no portal, no guessing where to go.
One system for every team
Sales, Engineering and Ops each get their own inbox, running on the same platform.
Visibility across the business
See volumes, ownership, and response times across every team from one place.
One way to take in requests, for every team
- Capture requests from any Slack message or DM
- Establish intake of requests in dedicated Slack channels
- Route each request to the right team automatically
Hand off work across teams without losing it
- Give each team its own inbox on one platform
- Escalate and hand off requests between teams in Slack
- Keep full context on the ticket through every handoff
Automate the work that repeats
- Answer recurring questions automatically with AI
- Run repeating processes like onboarding and access requests
- Automate approvals across teams and budget owners
Reporting and SLA visibility
- Utilize SLAs so requests never stall between teams
- Compare volumes, workload, and response times by team
- Spot recurring requests worth automating
Built for different teams
For IT teams
For Finance teams
Turn Slack into a help desk your team will actually use
Frequently asked Questions
What is a Slack ticketing system?
A Slack ticketing system is help desk and service desk software that integrates with Slack. Any department, from IT and HR to finance, can submit, track, and resolve internal requests without ever leaving their main workspace. Using Slack as your help desk, your messages can turn into tickets, so you never have to leave Slack to manage your tickets.
Yes, Slack can be used as a ticketing system by integrating dedicated apps like Suptask to Slack. This allows teams to create, track, and manage requests all in one place.
Suptask is built as a solution that works for any team.
We have proven examples across many organizations where teams such as IT (ITSM), Product, Engineering, Finance / Billing, Revenue Operations, Sales Operations, and HR are using Suptask to improve their ticketing experience on Slack.
To use Slack as a help desk using Suptask, Sign up and install Suptask, then simply ask for help in a designated channel (e.g., #support) or add a ticket emoji to any message.
You are able to control tickets without leaving Slack. The set-up requires no knowledge of coding. Here's the procedure.
- If any new messages are automatically treated as tickets in Slack channels, automate ticket creation. Users can transform previous Slack messages into tickets by using a specific emoji (e.g., "🎫 ").
- Automate ticket assignments using rules. Tickets must be assigned to the appropriate persons or groups. Suptask offers round-robin assigning, the fewest-open-tickets rule, and keyword-based routing.
- Automate updates/notifications by automatically notifying requesters about their tickets, new tasks for agents, and responding in threads so that there is full transparency on status changes and resolution processes, etc.
You can create tickets from Slack from any conversation with multiple methods:
- Post in a Request Channel: Send a note to a channel called #it-support. Suptask will turn it into a ticket.
- Use an Emoji Reaction: React with a ticket emoji (like 🎫). Suptask will turn that message into a ticket.
- Use a Slash command: Write /suptask or /helpdesk to create a ticket anywhere in Slack.
- Message shortcut: On any message, select the short "Create a ticket" from Suptask to turn it into a ticket.
