Tasks

Escalate or record tasks against ClearFeed Requests or Tickets using Task Management.

While ClearFeed can be used as your support tool to handle customer requests or tickets, you might need to escalate issues or record requests on engineering/task management systems such as Jira, Linear, or ClickUp.

Task Management in ClearFeed allows you to escalate issues to your engineering systems while maintaining the support request/ticket in ClearFeed. This ensures your SLAs are recorded in ClearFeed while the task is lodged on your system of choice. ClearFeed allows you to create tasks in a Task Management System directly from the Request Channel using a simple emoji reaction.

Common Use Cases:

1. Creating Feature Requests out of Customer issues

2. Filing Bugs from internal team members messages

3. Creating Tasks for marketing/project management teams

It is mandatory to integrate ClearFeed and your task management system to use this functionality. Read the respective guides on Jira, Linear, and ClickUp integration before you proceed.

How It Works

1. React to a message in the Request Channel with the configured emoji

   • ClearFeed recognizes the emoji reaction and triggers task creation in the linked external system (e.g., Jira, Linear, ClickUp).

2. ClearFeed automatically creates a task/ticket

   • The request details, including the message content, requester info, and relevant metadata, will be sent to the integrated system.

   • The task will be linked back to ClearFeed for easy tracking.

3. Task ID is added as a thread reply

   • Once the task is created, ClearFeed will post a confirmation message in the request thread with the external task/ticket ID and a direct link.

Configuring Emoji-Based Task Creation

1. Go to your preferred Collection.

2. Click on Settings and then choose Task Management

3. Turn the "Enable Task Creation via Emoji for all the request channels in this collection" setting

4. Choose your preferred Task Management system

   1. Supported integrations: Jira, Linear, and ClickUp

5. Choose the emoji that should trigger task creation (the default is 📁 emoji).
6. Additional settings:

   • Jira

     • Select whether the Tasks can be filed to Specific Jira projects & issue types or All Jira Projects and Issue Types

     • Configure if you want to allow non-Jira users to file and solve issues

   • ClickUp

     • Select which forms to be used while filing a task. You can either select All Forms or Specific Forms.