Tickets

This section will cover how to use ClearFeed Ticketing on Slack

Enable Ticketing

For Internal Helpdesk Product Edition - ClearFeed ticketing is enabled for all Collections by default and cannot be changed.

1. Go to your preferred Collection.

2. Click on Settings and then choose Ticketing Settings

3. Choose ClearFeed as the Ticketing Integration

4. Choose the trigger mode (Emoji/Automatic)

   • If it is an emoji-based creation, choose the emoji that should trigger ticket creation (the default is 🎫 emoji).

5. Forms: Choose if you want to consider All Forms or some Specific Forms for ticket creation.

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.

Creating Tickets with Forms enabled