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.

This feature requires setup by a Slack workspace administrator. Contact ClearFeed Support before you begin.

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.

• A ClearFeed-tracked request channel where users will run the workflow.

ClearFeed workflow steps work only for internal users. They do not support users from external organizations.

1. Create the ClearFeed Workflow Launcher app

1. In Slack API: Your Apps, select Create New App.

2. Select From a Manifest.

3. Choose YAML, then paste this manifest:

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: {}

1. 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.

   

   Choose the From a link in Slack trigger
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.

   

   Select a ClearFeed ticket-creation workflow step
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

   

   Map the requester and channel from the workflow context
5. Select Save. Your workflow should contain the From a link in Slack trigger and the ClearFeed ticket-creation step.

   

   Example ticket-creation workflow
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.

   

   Feature the workflow in the request channel

What users see

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

Users can launch the featured workflow from the request channel

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.

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.

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.