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
Was this helpful?
Private Tickets are tickets created without sending a message on any request channel. There are 3 ways to create a private ticket using ClearFeed:
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.
Best suited for cases where you want your users to create tickets that contain sensitive information(e.g., HR, Finance, People Ops).
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:
See agent replies in the same thread.
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.
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.
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.
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.
Track and update tickets from the Messages section or the view.
You can track and update the ticket from the Messages section or view. Agent replies will also appear in the same thread.
