ClickUp

ClearFeed has a robust integration with ClickUp, allowing agents and responders to use ClickUp in two ways:

1. Create bi-directionally synced ClickUp tickets from Slack.

2. Filing ClickUp issues against requests

Integrate ClickUp

1. Head over to Settings (Gear icon in the lower left) -> Integrations tab

2. Press the Connect against ClickUp

3. You will be prompted to log in to ClickUp (If you've already not logged in)

4. Select the ClickUp workspace you want to connect with ClearFeed - and then click on Connect Workspace.

5. You will be successfully redirected to ClearFeed with a success message.

Enable Ticketing

1. Go to web.clearfeed.app/collections

2. Choose the required collection from the list on the left-hand panel

3. Click on Settings and then choose Ticketing Settings

4. Choose ClickUp as the Ticketing Integration

5. Choose the trigger mode (Emoji/Automatic)

   • If it is an emoji-based creation, choose the emoji that should trigger ticket creation (default is 🎫 emoji).

Create Tickets

Manually (using emoji)

Automatic

Functionalities

• Replies on the Slack thread and the ClickUp task are synced bidirectionally.

• The corresponding request channel thread on Slack now displays the Title, ID, URL, and Status of the ClickUp Task.

• Status changes from ClickUp are reflected on Slack.

• ClearFeed adds the following labels to the ClickUp task: slack-channel-name and clearfeed.

• Public comments from the triage channel are also synced back to the ClickUp task.

• Status change updates are posted on the thread when the ClickUp task is moved to Solved status.

Emoji Rules for ClickUp

You can react to a request message using the 👀 and ✅ emojis (or any emojis of your choice) to assign and resolve ClickUp issues. Follow these steps to enable and configure emoji rules:

• Open your Collection's Settings.

• Expand Emoji Rules.

• Enable the rules you want and click the edit icon to change the emoji.

  • To add a custom emoji, select Add Custom Emoji and choose the desired emoji for the action.

• Apply emoji rules for:

  • Select either External ticketing platform or ClearFeed requests & external ticketing platform

Settings

Sync Settings

Sync settings allow you to choose whether messages are synced bidirectionally or in a single direction. Additionally, you can decide if updates to the linked ticket's status are shared in the Slack thread.

For all Tickets

To configure common sync settings for all new tickets - follow the steps below:

1. Access Sync Settings by navigating to Objects

2. Choose your Message Sync Mode

3. Select whether status updates are shared in the Status Sync Mode setting

For Individual Tickets

You can also configure different sync settings for individual tickets. Once a ticket is created from Slack, access the three-dot menu (shown in the illustration below) and configure your settings.

Only Responders can configure Sync Settings for individual tickets from the request channel in Slack

AI-Summarization Setting

You can access these settings on the Settings tab here.

If enabled, the Description of the ticket will include a summary of the thread messages followed by the messages themselves. If disabled, only the messages will be included.

ClickUp Lists

Visit the Forms section to learn how to import your ClickUp lists and utilize them for ticket creation.

Creating Tickets with Lists

• Once the Lists are set up, users will see a File Ticket button. Clicking this button will prompt users to complete ticket creation.

• If multiple Lists are set up, a drop-down will appear asking the user to choose which form to fill for the particular ticket.

Escalating to ClickUp

If you're using ClearFeed as a native helpdesk but want to escalate issues to ClickUp, follow the guide below:

FAQs

1. Can we sync internal notes/comments from the ticketing system to Slack and vice-versa? Answer: No, we currently don't support syncing internal notes between ClickUp and Slack.