> For the complete documentation index, see [llms.txt](https://docs.clearfeed.ai/clearfeed-help-center/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.clearfeed.ai/clearfeed-help-center/how-it-works/creating-or-linking-tickets/using-slack-workflows.md).

# Using Slack Workflows

Use a ClearFeed custom step in Slack Workflow Builder to let **internal users** start public or private ticket creation from Slack. The workflow step shows the requester an ephemeral **File a ticket** or **File a private ticket** prompt, then uses ClearFeed's existing ticket-routing flow.

{% hint style="info" %}
This feature requires setup by a Slack workspace administrator. Contact [ClearFeed Support](mailto:support@clearfeed.ai) before you begin.
{% endhint %}

## Set up ClearFeed workflow steps

### Prerequisites

You need:

* A Slack workspace where you have **Admin** or **App Management** permissions.
* Access to [Slack API: Your Apps](https://api.slack.com/apps).
* A ClearFeed-tracked request channel where users will run the workflow.

{% hint style="warning" %}
ClearFeed workflow steps work only for internal users. They do not support users from external organizations.
{% endhint %}

### 1. Create the ClearFeed Workflow Launcher app

1. In [Slack API: Your Apps](https://api.slack.com/apps), select **Create New App**.
2. Select **From a Manifest**.
3. Choose **YAML**, then paste this manifest:

```yaml
display_information:
  name: ClearFeed Workflow Launcher
features:
  bot_user:
    display_name: ClearFeed Workflow Launcher
    always_online: false
oauth_config:
  scopes:
    bot:
      - chat:write
pkce_enabled: false
settings:
  event_subscriptions:
    request_url: https://api.clearfeed.app/slack/events/workflow-function
    bot_events:
      - function_executed
  org_deploy_enabled: true
  socket_mode_enabled: false
  token_rotation_enabled: false
  hermes_app_type: remote
  function_runtime: remote
  is_mcp_enabled: false
functions:
  generate_answer:
    title: Get an AI answer
    description: Starts the ClearFeed AI answer flow (not supported yet)
    input_parameters:
      requester_id:
        type: slack#/types/user_id
        title: Requester
        description: User who started the workflow
        is_required: true
        name: requester_id
      channel_id:
        type: slack#/types/channel_id
        title: Channel
        description: Channel where the workflow was started
        is_required: true
        name: channel_id
    output_parameters: {}
  start_private_ticket_creation:
    title: Start private ticket creation
    description: Starts the ClearFeed private ticket creation flow (ticket thread in the requester's DM)
    input_parameters:
      requester_id:
        type: slack#/types/user_id
        title: Requester
        description: User who started the workflow
        is_required: true
        name: requester_id
      channel_id:
        type: slack#/types/channel_id
        title: Channel
        description: Channel where the workflow was started
        is_required: true
        name: channel_id
    output_parameters: {}
  start_ticket_creation:
    title: Start ticket creation
    description: Starts the ClearFeed ticket creation flow
    input_parameters:
      requester_id:
        type: slack#/types/user_id
        title: Requester
        description: User who started the workflow
        is_required: true
        name: requester_id
      channel_id:
        type: slack#/types/channel_id
        title: Channel
        description: Channel where the workflow was started
        is_required: true
        name: channel_id
    output_parameters: {}
```

4. Select **Next**, then select **Create**.

### 2. Install the app for your organization

Open **Install App** in the app configuration. Install the app for your organization. If you do not have permission to do this, ask your Slack organization administrator to install it.

### 3. Build the workflow

1. Reload Slack. In the sidebar, go to **More → Tools → Workflows → New → Build Workflow**.
2. Select **From a link in Slack** as the workflow trigger.

   <figure><img src="/files/Hy5J2fp3ZXDrn3xhhEJZ" alt="Slack Workflow Builder trigger picker with From a link in Slack selected" width="510"><figcaption><p>Choose the From a link in Slack trigger</p></figcaption></figure>
3. Add a workflow step. Search for **ClearFeed**, then choose one of these steps:

   * **Start ticket creation** for a public ticket.
   * **Start private ticket creation** for a private ticket in the requester's direct-message thread.

   <figure><img src="/files/NUeIg1X8xw9HyCj0dgXF" alt="Slack Workflow Builder search showing ClearFeed&#x27;s ticket-creation steps" width="690"><figcaption><p>Select a ClearFeed ticket-creation workflow step</p></figcaption></figure>
4. Map both step inputs to the person and channel that ran the workflow:

   * **Requester:** `Person who used this workflow`
   * **Channel:** `Channel where the workflow was used`

   <figure><img src="/files/zXD4m8QtGwEIMj4cq0o1" alt="ClearFeed ticket-creation step configured with the workflow user as requester and workflow channel as channel" width="510"><figcaption><p>Map the requester and channel from the workflow context</p></figcaption></figure>
5. Select **Save**. Your workflow should contain the **From a link in Slack** trigger and the ClearFeed ticket-creation step.

   <figure><img src="/files/QN8EgLvXJq7e242JlQa9" alt="Slack workflow with a From a link in Slack trigger and a Start ticket creation ClearFeed step" width="700"><figcaption><p>Example ticket-creation workflow</p></figcaption></figure>
6. Select **Finish Up**, then select **Publish**.

### 4. Add and feature the workflow in a request channel

1. Open the ClearFeed-tracked request channel.
2. Select the **+** button, choose **Workflow**, choose the workflow you created, then select **Add**.
3. In the channel's **Workflows** tab, feature the workflow so users can launch it from the message bar.

   <figure><img src="/files/CikD21LhiRDf3IgorRmT" alt="Slack channel Workflows tab showing the File Ticket workflow as a featured workflow" width="700"><figcaption><p>Feature the workflow in the request channel</p></figcaption></figure>

## What users see

Users can launch the featured workflow from the request channel's message bar.

<figure><img src="/files/pp2HjDzKVX7G1Dqk7A0T" alt="Slack request channel message bar with a featured File Ticket workflow button" width="700"><figcaption><p>Users can launch the featured workflow from the request channel</p></figcaption></figure>

After a user starts the workflow, ClearFeed shows them an ephemeral **File a ticket** or **File a private ticket** prompt. Selecting the prompt opens the normal ClearFeed ticket-routing flow.

If the workflow runs in a channel that ClearFeed does not track, ClearFeed does not show the ticket prompt and Slack reports that ClearFeed is not active in that channel.

{% hint style="info" %}
To collect details in a form and post them as a message that ClearFeed turns into a request instead, see [Create requests using Slack Workflow messages](/clearfeed-help-center/how-it-works/creating-requests/from-slack-workflows.md).
{% endhint %}

## FAQs

### Can external users run a ClearFeed workflow step?

No. ClearFeed workflow steps support internal users only.

### Why does a workflow step not show a ticket prompt?

Confirm that the workflow runs in a channel that ClearFeed tracks. The requester and channel inputs must be mapped to the person and channel that used the workflow.