Private Tickets

Use ClearFeed's Slack app or shortcut to create tickets privately without posting a message on any Slack channel

Private Tickets are tickets created without sending a message on any request channel. There are 3 ways to create a private ticket using ClearFeed:

1. Message the ClearFeed App

2. File a Ticket button

3. /File a Ticket shortcut

Message the ClearFeed App

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...

Creating Tickets by Messaging the ClearFeed App

File a Ticket Button

Users can easily create a ticket without sending any message using the File a Ticket button.

How do you create and track tickets using the File a Ticket button?

1. Navigate to the ClearFeed Slack App.

2. Click on File a ticket button

   1. If you have configured multiple forms, you can choose the relevant form and proceed.

3. You can track and update the ticket you create from the Messages section of the ClearFeed Slack App or under the My Tickets view.
4. Replies from agents would also land in the same thread.

/File a Ticket Shortcut

The slash command shortcut /File a ticket enables you to start a ticket from anywhere in Slack.

1. In the Slack message box - type the command /File a ticket

2. Click on ClearFeed's File a ticket shortcut (or hit Enter)

3. Select the relevant Form

4. Enter the details and submit

5. You can track and update the ticket you create from the Messages section of the ClearFeed Slack App or under the My Tickets view.
6. Replies from agents would also land in the same thread.

Creating tickets using Slash command shortcut

Request Routing

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.

Steps to enable Request Routing:

1. Go to the Slack App DMs Collection

2. Navigate to Settings

3. Open Request Routing

4. Toggle ON

How does Request Routing work?

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.

Use Case 1: Single ClearFeed Account + Multiple Collections

• 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.

Routing tickets to a different Collection from DM

Use Case 2: Multiple Accounts + Multiple Collections

Routing tickets to a Collection in another ClearFeed account