Slack <> Ticketing Integration

Once done, you can create your first collection - a group of Slack channels that have similar helpdesk settings

Create Collection

1. Navigate to Collections from the side navigation bar.

2. Click on the Add new Collection button on the bottom-left of the page.

3. 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

4. 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

5. Under the Triage Channel configuration, choose the Proceed without Triage option

6. Under Ticketing Settings, select your preferred integration and define how tickets should be created:

   Trigger Mode:

   • Emoji-Based: Tickets are created when a specific emoji (e.g., 🎟️) is added to a thread.

     • Choose which users' reactions should trigger ticket creation — either anyone or only responders.

   • Automatic: Tickets are created for every new message posted in the request channel.

Creating Tickets

1. Anyone can apply 🎟️ on a Slack thread on request channels and convert them to tickets

   • In case of automatic trigger, any new message from non-responders on the channel would create a ticket automatically

2. 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.

Bidirectional sync

• 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

Additional Features

• 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:

  • Zendesk

  • Freshdesk

  • Intercom

  • JIRA Service Management

  • Salesforce

  • JIRA

  • Linear