Private Tickets

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

Users can create private tickets by directly messaging the ClearFeed Slack App.

Steps:

• Open the ClearFeed App in Slack.

• Navigate to the Messages section.

• Type and send a message.

This automatically creates a private ticket.

File a Ticket Button

Users can also create a private ticket using the "File a Ticket" button in the ClearFeed App.

Steps:

• Open the ClearFeed Slack App.

• Click on File a ticket button.

• If multiple forms are configured, select the appropriate one.

• Submit the form.

You can:

• Track and update tickets from the Messages section or the My Tickets view.

• See agent replies in the same thread.

/File a Ticket Shortcut

This is a Slack command shortcut, accessible from anywhere in Slack by typing a /file a ticket message.

Steps:

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

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

• Choose the relevant Form

• Enter the details and submit the ticket.

You can track and update the ticket from the Messages section or My Tickets view. Agent replies will also appear in the same thread.

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.

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.

Use Case 2: Multiple Accounts + 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.

• Select the Form along with the Account to be used for filing the ticket.