Slack + External Ticketing System

Work with your customers on Slack Connect Channels or Slack Community from your existing Ticketing System using ClearFeed's bi-directional Slack integration

Before starting, ensure the following:

Once done, you can create your first collection on ClearFeed - a group of Slack channels that have similar integration settings.

Create Collection

  1. Navigate to Collections from the side navigation bar.

  2. To set up the collection Navigate to Collections from the side navigation bar.

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

  4. 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

  5. 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

  6. Add a Triage channel for the support team to work from on Slack

    • You can select Create new channel or Select existing option

  7. Under Ticketing, select your integration and choose the trigger mode for ticket creation

    • Trigger mode for the ticket can be an emoji (eg. 🎟ī¸) applied to the thread or tickets can be auto-created on every new message on the request channel

  8. 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

  9. Set up a custom Welcome message for this particular collection

Creating Requests & Tickets

  1. Any new message on request channels will create a request on ClearFeed

  2. Some requests can be handled within Slack by responding from triage channel and solving requests. You can convert requests that are long-standing into tickets to External Ticketing Systems

  3. Anyone can apply 🎟ī¸ 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

  4. 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 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

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:

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