Private Tickets

Use ClearFeed App for Slack or shortcut to create tickets privately without posting a message on any Slack channel

Private Tickets are tickets created without sending a message on any request channel. There are 3 ways to create a private ticket using ClearFeed:

1. Message the ClearFeed App for Slack

2. File a Ticket button

3. /File a Ticket shortcut

Message the ClearFeed App for Slack

Users can create private tickets by directly messaging the ClearFeed App for Slack.

Steps:

• Open the ClearFeed App for Slack.

• Navigate to the Messages section.

• Type and send a message.

This automatically creates a private ticket.

Pro-tip:

• Best suited for cases where you want your users to create tickets that contain sensitive information(e.g., HR, Finance, People Ops).

• Requests sent via Direct Message (DM) to the ClearFeed app may be lost if the user does not select a Collection. Without a collection, no ticket is created, and the request does not appear on dashboards or triage channels. To prevent missed requests, ClearFeed sends automated reminder messages nudging users to complete ticket creation. The default reminder delay is 60 minutes. To customize the delay or message, or to disable reminders, please contact ClearFeed Support.\

Creating Tickets by Messaging the ClearFeed App

File a Ticket Button

Users can also create a private ticket using the "File a Ticket" button in the ClearFeed App for Slack.

Steps:

• Open the ClearFeed App for Slack.

• Click on File a ticket button.

• If multiple forms are configured, select the appropriate one.

• Submit the form.

You can:

• Track and update tickets from the Messages section or the My Tickets view.

• See agent replies in the same thread.

/File a Ticket Shortcut

This is a Slack command shortcut, accessible from anywhere in Slack by typing a /file a ticket message.

Steps:

• In the Slack message box - type the command /File a ticket

• Click on ClearFeed's File a ticket shortcut (or hit Enter)

• Choose the relevant Form

• Enter the details and submit the ticket.

You can track and update the ticket from the Messages section or My Tickets view. Agent replies will also appear in the same thread.

Creating tickets using Slash command shortcut

Request Routing

Tickets that are created via the ClearFeed App for Slack or the shortcut and stored in the Slack App's DM collection. However, you can enable Request Routing, which helps users select a different Collection for their tickets.

Steps to enable Request Routing:

1. Go to ClearFeed WebApp and then navigate to "ClearFeed App" Collection

2. Open Settings

3. Open Request Routing

4. Toggle ON

How does Request Routing work?

Request Routing enables you to route tickets created through Direct Messages sent to the ClearFeed app or via the “File Ticket” button on the App Home in Slack to different collections across multiple ClearFeed accounts.

Settings of the selected Collection are applied to the filed ticket. E.g., if a triage channel is configured for the chosen Collection - the filed ticket will end up in the chosen triage channel.

Use Case 1: Single ClearFeed Account + Multiple Collections

• Type your request in the Messages section on the ClearFeed App for Slack.

• From the drop-down, select the Collection where the ticket should be routed.

• (If forms are configured) - Select the Form to be used for filing the ticket.

Routing tickets to a different Collection from DM

Use Case 2: Multiple Accounts + Multiple Collections

• Type your request in the Messages section on the ClearFeed App for Slack.

• From the drop-down, select the Collection where the ticket should be routed.

• Select the Form along with the Account to be used for filing the ticket.

Routing tickets to a Collection in another ClearFeed account