Suptask

What do you like best?

Most efficient ticketing system we've tried that works differently compared to any of the traditional players. Teams are collaborating better than ever with a ticketing process aligned exclusively on Slack. Reports are customizable for us in management to track our teams performance. Suptask allows us to integrate closely with our issue tracker on Gitlab which our DevOps and Engineering team appreciates a lot as it saves time.

What do you dislike?

It took a week to get used to the process as it is fairly unique compared to other traditional ticketing systems. But once in place it shows its real value.

Recommendations to others considering the product:

The benefits on achieving very close collaboration between teams and faster resolution times is something that is of a great value when getting started with Suptask. It is also allows us to work with the complete team on tickets as it does not force us to work with the concept of Agents, all team members can help to remediate tickets which is aligned with Suptask pricing model.

What problems are you solving with the product? What benefits have you realized?

Escalations of customer tickets and internal team-to-team ticket was very in-efficient. The ticketing system we had with ZenDesk worked for our customers to contact us, but proved to be too clunky and slow to use internally.

All discussions between teams were already taking place on Slack. With Suptask we added a structured ticketing process directly within our teams conversations. This is helping us a lot as we gain a lot faster resolution times on our issues.