The Support Desk Built Into Slack
Catch every customer message across multiple channels without leaving Slack.
Everything your support team needs, built into Slack
Easy for customers
Customers get help in their own Slack channel or by email - no portal to log into.
Control for your team
Every message becomes a tracked ticket, so nothing slips through a busy channel.
Proof it's working
Track response times, SLA compliance, and CSAT from built-in dashboards.
Capture every customer request
- Turn any message or email into a tracked ticket
- Pick up a ticket with the 🎫 emoji, right in the channel
- Create tickets automatically so nothing slips
Handle hundreds of channels at scale
- Give every customer their own Slack channel
- Track every request across all channels in one overview
- Support hundreds of customers without dropping a message
Stay on top with Slack-native SLAs
- Set reply and resolution targets by priority
- Get SLA reminders as native Slack notifications
- Escalate breaches to managers right in the channel
Resolve every ticket faster with AI
- AI replies to recurring questions
- Triage and escalate across teams with multiple inboxes
- Connect with external tools such as Jira and GitHub
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.
