Private Tickets
Use ClearFeed's Slack app or shortcut to create tickets privately without posting a message on any Slack channel
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Use ClearFeed's Slack app or shortcut to create tickets privately without posting a message on any Slack channel
Last updated
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Private Tickets are tickets created without sending a message on any request channel. There are 3 ways to create a private ticket using ClearFeed:
Creating tickets from the ClearFeed Slack App is very simple. Users can message the app to create the tickets.
Open the ClearFeed App on Slack
Click on the Messages section
Type a message and send it
This will create a private ticket
This is useful in cases where you want your users to create tickets that contain sensitive information.
Common use cases: HR, Finance, Payroll, People/Culture teams, etc...
Users can easily create a ticket without sending any message using the File a Ticket button.
Navigate to the ClearFeed Slack App.
Click on File a ticket button
If you have configured multiple forms, you can choose the relevant form and proceed.
You can track and update the ticket you create from the Messages section of the ClearFeed Slack App or under the My Tickets view.
Replies from agents would also land in the same thread.
The slash command shortcut /File a ticket enables you to start a ticket from anywhere in Slack.
In the Slack message box - type the command /File a ticket
Click on ClearFeed's File a ticket shortcut (or hit Enter)
Select the relevant Form
Enter the details and submit
You can track and update the ticket you create from the Messages section of the ClearFeed Slack App or under the My Tickets view.
Replies from agents would also land in the same thread.
Tickets that are created via the ClearFeed Slack App or the shortcut and stored in the Slack App's DM collection. However, you can enable Request Routing, which helps users select a different Collection for their tickets.
Go to the Slack App DMs Collection
Navigate to Settings
Open Request Routing
Toggle ON
Request Routing enables you to route tickets created via the ClearFeed Slack App to different collections across multiple ClearFeed accounts.
Settings of the selected Collection are applied to the filed ticket. E.g., if a triage channel is configured for the chosen Collection - the filed ticket will end up in the chosen triage channel.
Type your request in the Messages section on the ClearFeed Slack App.
From the drop-down, select the Collection where the ticket should be routed.
(If forms are configured) - Select the Form to be used for filing the ticket.
