Slack <> Ticketing Integration
Work with your employees on Slack Channels from your existing Ticketing System using ClearFeed's bi-directional Slack integration
Last updated
Work with your employees on Slack 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 internal ticketing system
Product edition is set to "Integrations" on Product Editions
Once done, you can create your first collection - a group of Slack channels that have similar helpdesk settings
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
Responders are members of the support team
Responder settings are used to manage status changes on your ticketing system. Responses from your support team on Slack are considered like responses from the ticketing system
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
Under the Triage Channel configuration, choose the Proceed without Triage option
Under Ticketing, select your integration and choose the trigger mode for ticket creation
Trigger mode for the ticket can be an emoji (eg. ) applied to the thread or tickets can be auto-created on every new message on the request channel
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 integrated ticketing system
Any public comments on the ticket are synced back to the same Slack thread
The status from the integrated ticketing system 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
