Creating or Linking Tasks
Escalate Slack conversations to engineering tasks with ClearFeed
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
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:
Customer reports an issue in Slack
Support team creates a ClearFeed ticket
Issue requires engineering work → Create task in Jira
Developers work on the task in Jira
Task updates sync back to ClearFeed
Support team closes ticket when task is complete
Supported Task Management Systems
ClearFeed integrates with the following task management platforms:
Integration Required: You must integrate ClearFeed with your task management system before creating tasks. See the integration guides for setup instructions.
Configuration
Before creating tasks, configure task management settings for your Collection.
Enable Task Creation
Navigate to your desired Collection
Go to Settings → Task Management
Enable "Enable Task Creation via Emoji for all request channels in this collection"
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
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
Go to your Triage Channel in Slack
Find the relevant request you want to track as a task
Click the More Actions button
Select File a Jira/Linear/ClickUp/GitHub/Asana Issue
Pick messages to include in the task description
Fill out task details based on the target system (project, assignee, labels, etc.)
(Optional) Mark as Blocker if the task must be completed before closing the ticket
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
Click File Issue
Method 2: Using Slack More Actions
Create tasks directly from any message in a Request Channel using Slack's More Actions menu.
Steps to Create
In the Request Channel, hover over the message you want to track as a task
Click More Actions (three-dot menu)
Select ClearFeed Actions
Select File a Jira/Linear/ClickUp/GitHub/Asana Issue
Pick messages to include in the task description
Fill out task details based on the target system
(Optional) Mark as Blocker
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
Click File Issue
Method 3: Using Emoji Reaction
Create tasks quickly using an emoji reaction on any message in a Request Channel.
Fastest Method: This is the quickest way to create tasks, ideal for high-volume workflows.
Steps to Create
In the Request Channel, find the message you want to track as a task
React with the configured emoji (default: 📁)
ClearFeed automatically creates a task with:
Message content as task description
Requester info and metadata
Link back to ClearFeed for tracking
Task confirmation posted - ClearFeed posts the task ID and link in the Slack thread
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:
While creating a task - Check "Mark as Blocker" in the file task form
From Triage Channel - More Actions → Mark as Blocker next to the task
From Web App - Ticket details → Standard Fields → 3 dots next to task → Mark as Blocker
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
FAQs
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
Can I create tasks without integrations? Answer: No, you must integrate ClearFeed with your task management system first. See integration guides.
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
Can I stop sending updates when Linear issues are moved to "Canceled" or "Duplicate"? Answer: Yes, contact ClearFeed Support to configure this for your account.
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.
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.
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.
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.
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