Tickets

Enable Ticketing

To configure ticketing settings for a Collection:

1. Navigate to your desired Collection.

2. Go to Settings → Ticketing Settings.

3. Under Ticketing Integration, ensure ClearFeed is selected.

4. Choose the Trigger Mode:

   • Emoji Trigger: A ticket is created when a specific emoji is added to a message.

     • Select the emoji to be used (default: 🎫).

     • Choose who can trigger ticket creation:

       • All – The ticket is created when the emoji is added by either the requester or a responder.

       • Responder – Only emoji reactions from agents/responders will trigger ticket creation.

   • Automatic Trigger: A ticket is created automatically when a message meets predefined conditions—no emoji reaction is required.

5. Under Forms, specify whether:

   • All Forms should be shown while creating a ticket, or

   • Only Specific Forms should be shown.

Create Tickets

Manually using Emoji

• A conversation is initiated on the request channel.

• React to the first message on the thread using the 🎫 emoji.

• A ClearFeed ticket is created for the thread. The requester gets a ticket message on the Slack thread indicating ticket details.

Automatic Ticketing

• Every new conversation (Slack thread) that is initiated on the request channel gets converted into a ClearFeed ticket automatically.

• As soon as the ticket conversation occurs, ClearFeed posts a message on the Slack thread sharing the ticket details.

Creating Tickets with Forms

• Once the forms are set up, users will see a File Ticket button. Clicking this button will prompt users to complete ticket creation.

• If multiple forms are set up, a drop-down will appear asking the user to choose which form to fill for the particular ticket.

FAQs

1. Can a bot reaction trigger ticket creation in ClearFeed? Answer: Yes — if no user input is required, bot reactions can successfully trigger ticket creation.

2. What happens if the ticket form requires user input? Answer: In such cases, ClearFeed attempts to send an ephemeral message to the reacting user. Since bots cannot view ephemerals, the ticket filing fails silently.

3. How can I ensure bot-triggered tickets work? Answer: Make sure:

   1. The associated form requires no user input (i.e., all required fields have default values).

   2. Optionally, set a default requester email in the form to bypass missing user identity issues.

4. Do bot reactions work only for whitelisted bots? Answer: No — whitelisting is not required. Bot reactions are honored regardless of whitelist status.

5. Can I specify a form to use for bot-based ticket creation? Answer: No, the system uses the default form assigned to the collection.