# Creating or Linking Tasks This guide explains how to create and link tasks from ClearFeed to external task management systems. Tasks allow you to escalate customer issues to engineering teams while maintaining the support request/ticket in ClearFeed. ## Understanding Tasks in ClearFeed While ClearFeed handles customer requests and tickets, you often need to escalate issues to engineering or project management systems. **Tasks** in ClearFeed allow you to: * **Escalate issues** to external systems (Jira, Linear, GitHub, etc.) * **Maintain SLAs** in ClearFeed while tracking work externally * **Link support and engineering workflows** seamlessly * **Track dependencies** with blocker functionality {% hint style="info" %} **What's the difference between Tickets and Tasks?** * **Tickets** - Customer-visible support items tracked in ClearFeed or external ticketing systems (Zendesk, Intercom) * **Tasks** - Work items created in task management systems (Jira, Linear, GitHub, Asana, ClickUp) to resolve issues Learn more: [Requests, Tickets and Tasks](https://docs.clearfeed.ai/clearfeed-help-center/how-it-works/request-tickets-tasks) {% endhint %} ## Common Use Cases Tasks are ideal for: * **Feature Requests** - Customer requests that require engineering work * **Bug Reports** - Issues that need developer investigation and fixes * **Engineering Follow-ups** - Technical work needed to resolve support issues * **Product Improvements** - Enhancements identified through customer feedback * **Cross-team Collaboration** - Issues requiring marketing, PM, or other teams **Example Flow:** 1. Customer reports an issue in Slack 2. Support team creates a ClearFeed ticket 3. Issue requires engineering work → Create task in Jira 4. Developers work on the task in Jira 5. Task updates sync back to ClearFeed 6. Support team closes ticket when task is complete ## Supported Task Management Systems ClearFeed integrates with the following task management platforms: * [**Jira**](https://github.com/clearfeed/new-docs/blob/main/integrations/jira/README.md) * [**Linear**](https://github.com/clearfeed/new-docs/blob/main/integrations/linear/README.md) * [**GitHub**](https://github.com/clearfeed/new-docs/blob/main/integrations/github/README.md) * [**ClickUp**](https://docs.clearfeed.ai/clearfeed-help-center/integrations/clickup) * [**Asana**](https://github.com/clearfeed/new-docs/blob/main/integrations/asana/README.md) {% hint style="warning" %} **Integration Required:** You must integrate ClearFeed with your task management system before creating tasks. See the [integration guides](https://docs.clearfeed.ai/clearfeed-help-center/integrations/task-and-ticketing-systems) for setup instructions. {% endhint %} ## Configuration Before creating tasks, configure task management settings for your Collection. ### Enable Task Creation 1. Navigate to your desired **Collection** 2. Go to **Settings → Task Management** 3. Enable **"Enable Task Creation via Emoji for all request channels in this collection"** 4. Configure settings: * **Task Management System** - Select your integrated system (Jira, Linear, etc.) * **Emoji Trigger** - Choose the emoji that triggers task creation (default: 📁) * **System-specific settings:** * **Jira** - Select projects, issue types, and non-Jira user permissions * **ClickUp** - Select which forms to use (All Forms or Specific Forms) **Learn More:** [Collections Setup](https://docs.clearfeed.ai/clearfeed-help-center/clearfeed-helpdesk/collections) ## Methods for Creating Tasks Once configured, there are multiple ways to create tasks from ClearFeed. ### Method 1: From Triage Channel Create tasks from the Triage Channel with full control over task details and message selection. #### Steps to Create 1. Go to your **Triage Channel** in Slack 2. Find the relevant request you want to track as a task 3. Click the **More Actions** button 4. Select **File a Jira/Linear/ClickUp/GitHub/Asana Issue** 5. **Pick messages** to include in the task description 6. **Fill out task details** based on the target system (project, assignee, labels, etc.) 7. **(Optional) Mark as Blocker** if the task must be completed before closing the ticket 8. **Choose sync options:** * **Post task details to Request channel** - Share task link only (no comment sync) * **Post task details and sync task comments** - Share link and sync comments bidirectionally * **Neither** - Don't share task details with customer 9. Click **File Issue**

Creating tasks from Triage Channel

### Method 2: Using Slack More Actions Create tasks directly from any message in a Request Channel using Slack's More Actions menu. {% hint style="info" %} **Prerequisite:** The channel must be monitored by ClearFeed. Learn how to [add channels to Collections](https://docs.clearfeed.ai/clearfeed-help-center/sources/manage-request-channels). {% endhint %} #### Steps to Create 1. In the **Request Channel**, hover over the message you want to track as a task 2. Click **More Actions** (three-dot menu) 3. Select **ClearFeed Actions** 4. Select **File a Jira/Linear/ClickUp/GitHub/Asana Issue** 5. **Pick messages** to include in the task description 6. **Fill out task details** based on the target system 7. **(Optional) Mark as Blocker** 8. **Choose sync options:** * **Post task details to Request channel** - Share task link only * **Post task details and sync task comments** - Share link and sync comments * **Neither** - Keep task details private 9. Click **File Issue** ### Method 3: Using Emoji Reaction Create tasks quickly using an emoji reaction on any message in a Request Channel. {% hint style="success" %} **Fastest Method:** This is the quickest way to create tasks, ideal for high-volume workflows. {% endhint %} #### Steps to Create 1. In the **Request Channel**, find the message you want to track as a task 2. **React with the configured emoji** (default: 📁) 3. ClearFeed automatically creates a task with: * Message content as task description * Requester info and metadata * Link back to ClearFeed for tracking 4. **Task confirmation posted** - ClearFeed posts the task ID and link in the Slack thread {% hint style="info" %} Learn how to setup task creation for a Collection [here](#enable-task-creation) {% endhint %}

Creating tasks with emoji reaction

### Method 4: From ClearFeed WebApp You can create a Jira or GitHub task directly from any request or ticket in the ClearFeed Web App. {% hint style="warning" %} **Note:** This method currently supports Jira and GitHub. Support for other task management systems will be added in the future. {% endhint %} #### Steps to Create 1. Open the ClearFeed Web App. 2. Open the request or ticket you want to create a task from. 3. In the right-hand panel, open the **Tasks** tab. 4. Click **+** and select **File a Jira task or File a GitHub Task** 5. Fill in the task details in the modal. 6. Click **Create Task**. Once the task is created, ClearFeed posts the task ID and link back in the Slack thread for that request. ## Task Features ### Bidirectional Sync When you enable comment sync, ClearFeed maintains bidirectional synchronization: * **From Slack to Task System** - Comments in Slack thread appear in the external task * **From Task System to Slack** - Updates in the external task appear in the Slack thread * **Status Updates** - Task status changes are synced to ClearFeed * **Closure Notifications** - Team is notified when tasks are completed ### Blocker Functionality Mark critical tasks as **Blockers** to enforce completion before ticket closure. **How Blockers Work:** * Tickets cannot be marked as **Closed** or **Solved** until all blocker tasks are completed * Ensures critical dependencies are addressed * Prevents premature ticket closure **Ways to Mark as Blocker:** 1. **While creating a task** - Check "Mark as Blocker" in the file task form 2. **From Triage Channel** - More Actions → Mark as Blocker next to the task 3. **From Web App** - Ticket details → Standard Fields → 3 dots next to task → Mark as Blocker

Marking task as blocker while creating

Marking task as blocker from Triage Channel

Marking task as blocker from Web App

### Task Information Synced When creating a task, ClearFeed includes: * **Conversation summary** - AI-generated summary of the thread * **Title** - Generated from the request context * **All messages** - Original message, replies, and attachments * **Requester info** - Who reported the issue * **Metadata** - Relevant context from ClearFeed ## Sync Options Explained When creating tasks from Triage Channel or More Actions, you have three sync options: ### Option 1: No Sharing **Checkboxes:** Both unchecked **What happens:** * Task is created in external system * No information posted to Request Channel * Customer doesn't know about the task ### Option 2: Post Link Only **Checkboxes:** "Post task details to Request channel" checked **What happens:** * Task link shared in Slack thread * Closure notification sent when task is completed * Comments are NOT synced ### Option 3: Post Link and Sync Comments **Checkboxes:** "Post task details and sync task comments" checked **What happens:** * Task link shared in Slack thread * Comments sync bidirectionally * Status updates posted to Slack * Closure notification sent {% hint style="info" %} **Preference Saved:** ClearFeed remembers your selection, so you only need to configure this once per user. {% endhint %} ## FAQs 1. **What information does ClearFeed include in created tasks?**\ **Answer:** ClearFeed includes: * AI-generated conversation summary * Generated title from request context * All messages in the thread (original message, replies, attachments) * Requester information * Relevant metadata 2. **Can I create tasks without integrations?**\ **Answer:** No, you must integrate ClearFeed with your task management system first. See [integration guides](https://docs.clearfeed.ai/clearfeed-help-center/integrations/task-and-ticketing-systems). 3. **What do the sync checkboxes mean?**\ **Answer:** * **Both unchecked** - Task created, no info shared with customer * **First checked** - Task link shared, closure notification only * **Both checked** - Task link shared, comments and updates synced bidirectionally 4. **Can I stop sending updates when Linear issues are moved to "Canceled" or "Duplicate"?**\ **Answer:** Yes, contact [ClearFeed Support](mailto:support@clearfeed.ai) to configure this for your account. 5. **What if I don't want customers to see task details?**\ **Answer:** Create the task from Triage Channel and uncheck both sync options. The task will be created privately without sharing details to the Request Channel. 6. **Can I change the emoji used to create tasks?**\ **Answer:** Yes, go to Collection Settings → Task Management → Configure the emoji trigger. Choose any emoji you prefer. 7. **What happens if a blocker task is deleted in the external system?**\ **Answer:** The blocker status in ClearFeed will remain. You should manually remove the blocker or verify the task completion status. 8. **Can multiple tasks be linked to one ticket?**\ **Answer:** Yes, you can create multiple tasks for a single ticket. Each task can be marked as a blocker independently.