Private Tickets

Create private tickets from Slack DMs, App Home, shortcuts, or workflows without posting in a request channel

Private Tickets are tickets created without posting a message in a request channel. There are four 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

4. ClearFeed Slack Workflow step

Message the ClearFeed App for Slack

Users can create private tickets by messaging the ClearFeed App for Slack. The ticket and its replies remain in the DM. ClearFeed sends the ticket to the configured triage channel without posting in a shared request channel.

External users in Slack Connect channels

External DM ticketing is off by default for all accounts, including existing accounts. Contact [e-mail] to request enablement for your account.

Disabling external DM ticketing stops new tickets from external users' DMs. Tickets already created remain unchanged, and replies in their existing DM threads continue to work.

Once ClearFeed Support enables external DM ticketing for your account, external users can create private tickets when all of these conditions apply:

• The account uses the External Helpdesk Product Edition.

• The user is a current member of a monitored Slack channel.

• Ticketing is enabled for that channel's Collection.

• The ClearFeed bot has already opened the DM. An administrator can use a Greeting DM for this.

When an external user sends a new DM:

• If one channel is eligible, ClearFeed uses that channel's Collection settings. If the Collection uses a ticket form, ClearFeed prompts the user to complete it.

• If several channels are eligible, the user selects the relevant support channel. ClearFeed then opens the configured ticket form or creates the ticket directly if the Collection doesn't use a form.

• If no channel is eligible, ClearFeed does not create a ticket and asks the user to post in a monitored support channel.

The selected Collection controls the ticketing integration, form, triage channel, and Virtual Agent behavior. Each new top-level DM starts a new request. Replies in an existing ticket thread continue that ticket.

Internal users

Steps:

• Open the ClearFeed App for Slack.

• Navigate to the Messages section.

• Type and send a message.

This automatically creates a private ticket.

Note:

• This option works well for tickets that contain sensitive information, such as HR, Finance, or People Ops requests.

• If an internal user doesn't select a Collection, ClearFeed doesn't create a ticket. The request doesn't appear on dashboards or triage channels. ClearFeed sends a reminder after 60 minutes by default. Contact ClearFeed Support to change the delay or message, or to disable reminders.

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