ClickUp

ClearFeed has a robust integration with ClickUp that supports both Task Management and Ticketing workflows, depending on how your team operates.

ClickUp as Task Management vs Ticketing System

ClickUp can be configured in ClearFeed in two different ways. Note that in both these cases - tasks in ClickUp are synced with Slack threads in a similar manner:

Task Management System

Use ClickUp as a task management system when you want to:

• Track internal tasks, projects, or team workflows

• Escalate customer requests to engineering teams for bug fixes or feature requests

• Maintain SLA tracking in ClearFeed while creating follow-up tasks in ClickUp

• Keep customer support separate from internal task tracking

Ticketing System

Use ClickUp as a ticketing system when you want to:

• Manage customer support or IT service requests directly in ClickUp

• Measure SLA compliance and response times in ClickUp

• Have ClickUp as your primary system for handling customer requests

Integration Overview

ClearFeed allows you to use ClickUp in the following ways:

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

2. ClickUp Task Management: File ClickUp tasks against tickets & requests in ClearFeed

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.

ClickUp Ticketing

When using ClickUp as a Ticketing System, requests from Slack are directly converted into ClickUp tickets, and ClearFeed does not track SLAs (since ClickUp becomes the primary system).

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

ClearFeed allows you to use emoji reactions on Slack messages to assign and resolve ClickUp issues directly from Slack — using both standard and custom emoji configurations.

Setting Up Emoji Rules

To enable and configure emoji rules:

• Open your Collection's Settings.

• Expand the Emoji Rules section.

• Enable the rules you want to use.

• Click the edit icon to customize the emoji for each action.

• To use a custom emoji, click Add Custom Emoji and select your desired emoji.

Under Apply emoji rules for, choose one of:

• External ticketing platform

• ClearFeed requests & external ticketing platform

Behavior When Emoji Rules Are Applied

Once configured, emoji reactions can trigger ClickUp Issue updates:

• Reacting with 👀 (or your chosen "Assign" emoji) will:

  • Assign the ClickUp issue to the reacting user

  • Move the issue from To-do (or the default initial state) to In Progress

• Reacting with ✅ (or your chosen "Solved" emoji) will:

  • Move the ClickUp issue to Done

Who Can Trigger Emoji-Based ClickUp Actions

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.

ClickUp Task Management

When using ClickUp as a Task Management System, requests remain in ClearFeed for SLA tracking, and you can selectively create tasks in ClickUp for internal follow-ups, engineering escalations, or project tracking.

How to Create Tasks

You can create ClickUp tasks from ClearFeed requests using these methods:

1. From the Triage Channel: Use the "More Actions" button to file tasks

2. From Request Channel: Use emoji reactions or Slack More Actions

Key Benefits of Task Management Mode

• SLA Tracking: ClearFeed continues to track response times and SLAs for customer requests

• Selective Escalation: Only escalate issues that need engineering attention

• Dual Tracking: Maintain customer support metrics while tracking internal work

• Blocker Management: Mark critical tasks as blockers to prevent ticket closure

Detailed Task Management Guide

For complete instructions on creating and managing tasks in ClickUp, including:

• Step-by-step task creation process

• Configuring emoji reactions for task creation

• Managing blockers and dependencies

• Task synchronization options

When to Use Task Management vs Ticketing

Reverse ClickUp Flow

Work on Taks created in ClickUp from Slack using ClearFeed's Reverse ClickUp flow.

Supported Workflow

• ClickUp tasks that are started outside of Slack can be brought to Slack

• ClearFeed would enable bi-directional sync of comments and status ensuring that the support team can remain on Slack first

• Agents can respond to these tasks from Slack.

• If a Form has been used in ClickUp while creating the task, you can also choose to import that form in ClearFeed to display its values in Slack

Setup

• Create a dedicated Slack channel (or reuse where the ClickUp tasks notifications would arrive. Also, monitor this channel using ClearFeed (learn how to monitor a channel)

• Create a new Slack Webhook Workflow

• Go to Slack Workflow Builder

• Create a workflow and start the workflow from a webhook

• Configure the variables task_id if required

• As a next step, select Send Messages to a channel

• Select the channel that we configured in Step 1.

• Add the message exactly as follows: Task #task_id needs attention

• Finish and publish the workflow

Setting up the Slack webhook workflow

• Copy the Web Request URL from the webhook workflow step once published.

• Now go to ClickUp and Click the Automate button or the lightning bolt icon.

• Go to Manage Automations > Webhooks tab > Create webhook.

• Enter your webhook URL along with other details. The webhook URL should be the same as the Web request URL copied from Slack in the previous step

• Whitelist the Slack Webhook Workflow Bot: Go to the following page → https://web.clearfeed.app/settings/additional-settings and under Bot Whitelisting Preferences, select and add the bot with the same name as the webhook workflow created previously.

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.

2. Are there any scenarios when we cannot unlink a ticket/task from Slack?

   Answer: Yes - if the corresponding ClearFeed Request/Ticket is in a Solved or Closed state - tasks cannot be unlinked.