Tasks

Easily escalate Slack conversations to engineering tasks with ClearFeed — perfect for filing bugs, feature requests, or tracking engineering follow-ups

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 or from the triage channel.

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 to Create Tasks?

You can file tasks on Linear using three methods:

1. From the triage channel

2. Emoji Reaction

From the Triage Channel

1. For any request, click on the More Actions button

2. Select File a Jira/Linear/ClickUp Issue option

3. Choose the relevant project/list

4. Optional: Choose to Mark the issue as a blocker if needed

5. Select whether you want to send issue details on the request channel or not

6. Click on File Issue

Emoji Reaction

Use this method to create tasks from the request channels directly. 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 Task Management

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.

7. 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).

8. 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.

9. 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.

FAQs

1. What information will ClearFeed include in the created tasks?

Answer: ClearFeed will summarize the conversation on the thread, generate a title for the request, and add all messages in the thread (the original message, its replies, and any attachments in these messages) to the ticket description.

1. What do the checkboxes mean when creating tasks from the triage channel?

Answer: ClearFeed supports two modes when filing tasks from the Triage Channel:

• Post issue link only: Shares a task link in the Slack thread and notifies the channel when the task is closed.

• Post link and sync comments: In addition to sharing the link, comments and status updates (like closure) are synced between Slack and the task.

Once a task is filed, ClearFeed responds in the Slack thread with task details and continues to sync relevant updates.

1. If I don't want to share any task details with the customer or end-user - what should I do?

Answer: If you don't want to share any details of the issue, use the triage channel to file the task and simply uncheck both the checkboxes at the end. This will make sure no issue details are shared on the request channel.

Also, ClearFeed remembers your selection so this is a one-time exercise.

1. Can we stop sending updates when Linear issues are moved to "Canceled" or "Duplicate" state?

Answers: Yes, we can stop sending these updates from the backend for your account. Please contact [e-mail] to enable this for your account.