Slack <> Ticketing Integration
Work with your customers on Slack Connect Channels from your existing Ticketing System using ClearFeed's bi-directional Slack integration
Last updated
Work with your customers on Slack Connect Channels from your existing Ticketing System using ClearFeed's bi-directional Slack integration
Last updated
Before starting, ensure the following:
You have integrated ClearFeed with the external ticketing system
Product edition is set to "External" on Product Editions
Once done, you can create your first collection on ClearFeed - a group of Slack channels that have similar integration settings.
Navigate to Collections from the side navigation bar.
To set up the collection Navigate to Collections from the side navigation bar.
Click on the Add new Collection button on the bottom-left of the page
Choose support team members as Responders
You can configure Slack users from specific domains to be responder, or you can also add Slack users as additional responders if they are not from a common domain
Check auto-assignment to first-responders ON
Add Request channels on which you plan to provide support to customers
All public Slack channels can be added from the web app
Private Slack channels can be added by typing /invite @Clearfeed on the Slack channels. They can only be added after a Collection is created
Add a Triage channel for the support team to work from on Slack
You can select Create new channel or Select existing option
Under Ticketing, select your integration and choose the trigger mode for ticket creation
Trigger mode for the ticket can be an emoji (e.g.. ) applied to the thread or tickets can be auto-created on every new message on the request channel
You can edit an existing workflow to send a notification to the corresponding triage channel if there is no response to a request for 60 mins
Set up a custom Welcome message for this particular collection
Any new message on request channels will create a request on ClearFeed
Some requests can be handled within Slack by responding from the triage channel and solving requests. You can convert requests that are long-standing into tickets to External Ticketing Systems
In case of automatic trigger, any new message from non-responders on the channel would create a ticket automatically
After a ticket is created, ClearFeed will post a reply on the request thread with the following information: Ticket ID, Title (with a link to the ticket), and Color Coded Ticket Status.
Replies on the Slack threads are synced to the external helpdesk
Any public comments on the ticket are synced back to the same Slack thread
The status from the external helpdesk is also synced with the Slack thread
Slack Forms for creating tickets with fields from external helpdesks
Controls on which fields from external helpdesks are editable from Slack
Controlling which Ticket fields to display on Slack
Ability to work on tickets on Slack from Triage channels
To explore these in detail, explore individual sections for each integration:
Anyone can apply on a Slack thread on request channels and convert them to tickets
