# Creating or Linking Tickets ## Creating or Linking Tickets This guide explains what tickets are in ClearFeed, the different types available, how to configure them, and the various methods for creating tickets. ### Understanding Requests vs. Tickets Before working with tickets, it's important to understand the difference: * **Requests** are internal queries tracked privately by your team (no customer-facing ID) * **Tickets** are formal, customer-visible items with public IDs and status tracking {% hint style="info" %} **New to these concepts?** Read the detailed explanation in [Requests, Tickets and Tasks](https://docs.clearfeed.ai/clearfeed-help-center/how-it-works/request-tickets-tasks) to understand how requests, tickets, and tasks work together in ClearFeed. {% endhint %} ## Types of Tickets ClearFeed supports two types of ticketing systems. Choose the one that fits your workflow: ### 1. ClearFeed Tickets ClearFeed's native ticketing system managed entirely within the platform. **Key Features:** * Native ticket IDs (e.g., CF-12345) * Customer Portal for self-service * Email ticketing support * Web Chat integration * No external system required #### Enabling ClearFeed Ticketing {% hint style="info" %} **Internal Helpdesk Product Edition:** ClearFeed ticketing is enabled for all Collections by default and cannot be changed. {% endhint %} To configure ClearFeed ticketing for a Collection: 1. Navigate to your desired **Collection** 2. Go to **Settings → Ticketing Settings** 3. Under **Ticketing Integration**, ensure **ClearFeed** is selected 4. Choose the **Trigger Mode**: * **Emoji Trigger** - A ticket is created when a specific emoji is added to a message * Select the emoji to be used (default: 🎫 `:ticket:`) * Choose who can trigger ticket creation: * **All** - Ticket created when emoji added by either requester or responder * **Responder** - Only responder emoji reactions trigger ticket creation * **Automatic Trigger** - A ticket is created automatically when a message meets predefined conditions (no emoji required) 5. Under **Forms**, specify whether: * **All Forms** should be shown while creating a ticket, or * Only **Specific Forms** should be shown

ClearFeed Ticketing Settings

#### Creating ClearFeed Tickets **Manual Ticketing with Emoji:** * A conversation is initiated in the request channel * React to the first message using the 🎫 (`:ticket:`) emoji * A ClearFeed ticket is created and requester sees ticket details in the thread

Manually creating tickets with emoji

**Automatic Ticketing:** * Every new conversation (Slack thread) in the request channel is automatically converted into a ClearFeed ticket * ClearFeed posts a message in the Slack thread sharing the ticket details * No manual emoji reaction required

Automatic ticket creation

**Creating Tickets with Forms:** * Once forms are set up, users see a **File Ticket** button * Clicking the button prompts users to complete the form * If multiple forms are configured, a dropdown appears to choose which form to fill

Creating tickets with forms enabled

### 2. External Tickets (Integrations) Connect ClearFeed with your existing ticketing systems for bidirectional sync. **Supported Platforms:** * Zendesk, Jira, Jira Service Management * Intercom, Salesforce Service Cloud, Freshdesk * ClickUp, HubSpot, Linear **Key Features:** * External ticket IDs (e.g., ZEN-12345, JIRA-456) * Bidirectional sync between Slack and external system * Preserves your existing workflows * Custom field mappings **Learn More:** [Integration Setup Guide](https://docs.clearfeed.ai/clearfeed-help-center/integrations/task-and-ticketing-systems) ## Configuring Ticketing Before you can create tickets, you need to configure how ticketing works in ClearFeed. ### Collection Settings Collections define which Slack channels are monitored and how tickets are created. Configure the following at the Collection level: **Ticketing Mode:** * **Manual** - Use emoji reactions (🎫) or commands to create tickets * **Automatic** - Every new conversation automatically becomes a ticket **Additional Settings:** * **Forms** - Require forms when tickets are created * **Emoji Rules** - Customize which emojis trigger ticket update * **Request Channels** - Define which Slack channels are monitored * **Set a default form -** You can choose a form that will be used when creating tickets from *new messages* in the request channel. * If the selected default form contains **non-hidden fields**, ClearFeed will show a warning modal informing the user that they must fill in the visible fields before the ticket can be created. * If the default form contains **only hidden fields**, the ticket is created **automatically** without prompting the user. * This setting applies **only** to automatic ticket creation from new messages. * When a user manually creates a ticket using **/cf-file** or the **Message Bar**, they will continue to see **all forms** configured under *Forms*, regardless of the default form setting. **Configure Collections:** [Collections Setup Guide](https://docs.clearfeed.ai/clearfeed-help-center/clearfeed-helpdesk/collections) ### Integration Setup (For External Tickets) If using external ticketing systems, you'll need to: **Connect your platform** - Link ClearFeed to Zendesk, Jira, etc. **Setup Instructions:** Each integration has specific setup steps. Visit the integration-specific guides: * [Zendesk Integration](https://docs.clearfeed.ai/clearfeed-help-center/integrations/zendesk) * [Jira Integration](https://docs.clearfeed.ai/clearfeed-help-center/integrations/jira) * [Intercom Integration](https://docs.clearfeed.ai/clearfeed-help-center/integrations/intercom) * [Freshdesk Integration](https://docs.clearfeed.ai/clearfeed-help-center/integrations/freshdesk) * [Salesforce Integration](https://docs.clearfeed.ai/clearfeed-help-center/integrations/salesforce) * [All Integrations](https://docs.clearfeed.ai/clearfeed-help-center/integrations/task-and-ticketing-systems) ## Methods for Creating Tickets Once ticketing is configured, there are multiple ways to create tickets depending on your workflow needs. {% hint style="info" %} **Note:** The methods below apply to **ClearFeed Tickets**. For External Tickets (Zendesk, Jira, Intercom, etc.), refer to the integration-specific documentation as setup and ticket creation may differ. {% endhint %} ### From Slack Channels Create tickets from conversations in your monitored Request Channels. **How it works:** * React with 🎫 (`:ticket:`) emoji to convert a message to a ticket (Manual mode) * Every new conversation automatically becomes a ticket (Automatic mode) [**View Full Guide**](https://docs.clearfeed.ai/clearfeed-help-center/how-it-works/creating-or-linking-tickets/slack-channels) ### From Email Customers send emails to create tickets. **How it works:** * ClearFeed provides a default support email address * Or configure custom email (e.g., ) * Each email creates a ticket automatically [**View Full Guide**](https://docs.clearfeed.ai/clearfeed-help-center/how-it-works/creating-or-linking-tickets/email) ### From WebChat Widget Embed a chat widget on your website for customer conversations. **How it works:** * Install ClearFeed chat widget on your website * Customers initiate chat conversations * Each conversation creates a ticket [**View Full Guide**](https://docs.clearfeed.ai/clearfeed-help-center/how-it-works/creating-or-linking-tickets/web-chat) ### From Customer Portal Self-service portal where customers can create and track tickets. **How it works:** * Customers access the ClearFeed Customer Portal * Submit ticket requests via web forms * Track existing tickets [**View Full Guide**](https://docs.clearfeed.ai/clearfeed-help-center/how-it-works/creating-or-linking-tickets/portal) ### From WebApp ClearFeed allows responders to create tickets directly from the WebApp as part of the External Helpdesk edition. **How it works:** * Log into ClearFeed web app * Use "New Request" button * Fill out details and submit [**View Full Guide**](https://docs.clearfeed.ai/clearfeed-help-center/how-it-works/creating-or-linking-tickets/webapp) ### Using API Programmatically create tickets using ClearFeed API. **How it works:** * Use ClearFeed REST API endpoints * Send ticket data via API calls * Automate ticket creation from external systems [**View Full Guide**](https://docs.clearfeed.ai/clearfeed-help-center/how-it-works/creating-or-linking-tickets/api) ## Recommended Setup Flow Follow this sequence to set up ticketing in ClearFeed: #### Step 1: Choose Your Ticket Type Decide whether to use **ClearFeed Tickets** (built-in) or **External Tickets** (integrations). #### Step 2: Configure Your Collection * Set up your Collection with Request Channels * Choose automatic vs manual ticketing mode * Configure forms if needed [Collections Setup Guide](https://docs.clearfeed.ai/clearfeed-help-center/clearfeed-helpdesk/collections) #### Step 3: Enable Creation Methods Choose and enable the ticket creation methods your team and customers need: * **Start simple** - Slack Channels and Shortcuts work well for most teams * **Add channels** - Enable Email, Web Chat, or Portal as needed * **Automate** - Use API for programmatic creation #### Step 4: Test the Workflow * Create test tickets using different methods * Verify ticket IDs, statuses, and sync behavior * Train your team on the available options {% hint style="info" %} **Note:** For External Tickets (Zendesk, Jira, Intercom, etc.), refer to the [integration-specific documentation](https://docs.clearfeed.ai/clearfeed-help-center/integrations/task-and-ticketing-systems). {% endhint %} ## FAQs 1. **Can a bot reaction trigger ticket creation in ClearFeed?**\ **Answer:** Yes — if **no user input is required**, bot reactions can successfully trigger ticket creation. 2. **What happens if the ticket form requires user input?**\ **Answer:** ClearFeed attempts to send an **ephemeral message** to the reacting user. Since bots cannot view ephemerals, the ticket filing fails silently. 3. **How can I ensure bot-triggered tickets work?**\ **Answer:** Make sure: 1. The associated form requires **no user input** (all required fields have **default values**) 2. Optionally, set a **default requester email** in the form to bypass missing user identity issues 4. **Do bot reactions work only for whitelisted bots?**\ **Answer:** No — **whitelisting is not required**. Bot reactions are honored regardless of whitelist status. 5. **Can I specify a form to use for bot-based ticket creation?**\ **Answer:** No, the system uses the default form assigned to the Collection. 6. **What's the difference between ClearFeed Tickets and External Tickets?**\ **Answer:** * **ClearFeed Tickets** - Native tickets managed within ClearFeed (CF-12345) * **External Tickets** - Tickets synced with external systems like Zendesk, Jira, etc. 7. **Can I use both ClearFeed Tickets and External Tickets?**\ **Answer:** No, each Collection can only use one ticketing system at a time. You can have different Collections using different systems.