# 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

{% content-ref url="task-and-ticketing-systems" %}
[task-and-ticketing-systems](https://docs.clearfeed.ai/clearfeed-help-center/integrations/task-and-ticketing-systems)
{% endcontent-ref %}

## Integration Overview

ClearFeed allows you to use ClickUp in the following ways:

1. [**ClickUp Ticketing**: Create bi-directionally synced ClickUp tickets from Slack](#clickup-ticketing)
2. [**ClickUp Task Management**: File ClickUp tasks against tickets & requests in ClearFeed](#clickup-task-management)

## Integrate ClickUp

{% hint style="info" %}
You would need Admin privileges in ClickUp to authorize the integration
{% endhint %}

<figure><img src="https://3455705434-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE2O2wTaNovd6fXpEuLKz%2Fuploads%2Fgit-blob-baf171c2bad2b1f03265f5205a92ad5b3ecfc753%2Fimage%20(14)%20(1).gif?alt=media" alt="" width="563"><figcaption></figcaption></figure>

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.

{% hint style="info" %}
We currently support connecting a single ClickUp workspace with a ClearFeed account.
{% endhint %}

## 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](http://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 :ticket: emoji).

<figure><img src="https://3455705434-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE2O2wTaNovd6fXpEuLKz%2Fuploads%2Fgit-blob-d977790c468072637be4e8b47076170359f94b6c%2Fimage%20(17).png?alt=media" alt="" width="563"><figcaption></figcaption></figure>

### Create Tickets

#### Manually (using emoji) <a href="#manually-create-a-clickup-ticket-using-emoji" id="manually-create-a-clickup-ticket-using-emoji"></a>

<details>

<summary>How to use emoji reaction to manually create ClickUp tickets?</summary>

1. A conversation is initiated on the request channel.
2. React to the first message on the thread using the :ticket: emoji.
3. You will get an ephemeral message to fill in the required issue details.
4. Once these are filled, the ClickUp ticket is generated. All messages in the thread (along with the attachments) are synced to the ticket.

</details>

<figure><img src="https://3455705434-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE2O2wTaNovd6fXpEuLKz%2Fuploads%2Fgit-blob-fa1300faf2e133a8bbea63140bb1fa46ea759267%2FClickUp%20Emoji%20Ticketing.gif?alt=media" alt="" width="563"><figcaption></figcaption></figure>

#### Automatic <a href="#automatically-create-clickup-tickets-from-slack" id="automatically-create-clickup-tickets-from-slack"></a>

<details>

<summary>How to convert threads into ClickUp tickets automatically?</summary>

1. Whenever a new conversation is initiated on the request channel, you will get a prompt on the thread to convert it into a ClickUp ticket.
2. Once the details are filled, a ClickUp ticket is generated. All messages in the thread (along with the attachments) are synced to the ticket. ClearFeed posts a message on the Slack thread sharing the ClickUp ticket details.

</details>

<figure><img src="https://3455705434-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE2O2wTaNovd6fXpEuLKz%2Fuploads%2Fgit-blob-c922685c51c077b55423aecc1b1df2f5469ce4af%2FClickUp%20Automatic%20Ticketing.gif?alt=media" alt="" width="563"><figcaption></figcaption></figure>

#### 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.

<figure><img src="https://3455705434-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE2O2wTaNovd6fXpEuLKz%2Fuploads%2Fgit-blob-279d76f8c33b871bb7aaafda4c92275cf0a99c51%2FClickUp%20integration%20features.gif?alt=media" alt="" width="563"><figcaption></figcaption></figure>

### Emoji Rules for ClickUp <a href="#emoji-rules-for-clickup-integration" id="emoji-rules-for-clickup-integration"></a>

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

<table><thead><tr><th width="237.00006103515625">Who reacts with emoji</th><th>Behavior</th></tr></thead><tbody><tr><td>Responder / Non-Responder</td><td>Can assign and resolve ClickUp issues using emoji reactions, as configured.</td></tr><tr><td>Whitelisted Bots</td><td>Can only mark ClickUp issues as <strong>solved</strong> via emoji. <strong>Assign</strong> emoji will not work.</td></tr><tr><td>Non-whitelisted Bots</td><td>Reactions will <strong>not</strong> trigger any ClickUp updates.</td></tr></tbody></table>

<figure><img src="https://docs.clearfeed.ai/~gitbook/image?url=https%3A%2F%2F1159203866-files.gitbook.io%2F%7E%2Ffiles%2Fv0%2Fb%2Fgitbook-x-prod.appspot.com%2Fo%2Fspaces%252FKXDOwIQkf9zr2MvIxdC0%252Fuploads%252F4hE4djLcSdYSpOghJWkY%252Fimage.png%3Falt%3Dmedia%26token%3Dee2a76c4-9a5f-4a0c-8e83-2756e36aa0ab&#x26;width=768&#x26;dpr=4&#x26;quality=100&#x26;sign=9a060208&#x26;sv=2" alt="" width="375"><figcaption></figcaption></figure>

{% hint style="info" %}
**Notes:**

* Emoji rules work only when the emojis is applied on the request from Request Channel and by one of the Responders
* If the assignment is done on ClickUp directly - we don't show the 👀 emoji on the thread to indicate the assignment.
  {% endhint %}

## Screens

When requests are turned into ClickUp tickets, details are sent back to the requester in a designated ticket message block on the request channel.

* The screens section lets you customize the ticket message shown to the requester. You can show or hide ticket fields and manage the ticket resolution button.

{% hint style="info" %}

* You can completely disable the ticket message by toggling off Screens. This would mean that whenever a ClickUp ticket is created, users will not see any confirmation message and ticket details.
* If you want to customize the title of the alert message shared with requesters in the request channel, please reach out to our Support team via Slack or email us at <support@clearfeed.ai>
  {% endhint %}

To configure the ticket message for ClickUp ticketing, follow the steps given below:

1. Head over to the [Forms](https://web.clearfeed.app/objects) section on the ClearFeed web application
2. Under the ticketing drop-down, select `ClickUp Ticketing`.
3. Select `Screens` from the tabs mentioned under ClickUp Ticketing.

   <figure><img src="https://3455705434-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE2O2wTaNovd6fXpEuLKz%2Fuploads%2Fgit-blob-878b2b23018c64d2dbb8e6e0143fb6368b92b7bd%2Fimage%20(265).png?alt=media" alt="" width="563"><figcaption></figcaption></figure>

### Fields <a href="#visibility-of-fields-on-the-ticket-message-block" id="visibility-of-fields-on-the-ticket-message-block"></a>

* **Status** - By default, the Status of the ClickUp ticket is always shown to the requester. This cannot be configured to be hidden.
* **Title**- The title of the HubSpot Ticket can be shown to the requester using this field.
* **Ticket URL -** Allows you to show or hide the Zendesk ticket URL to the requestor.

<figure><img src="https://3455705434-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE2O2wTaNovd6fXpEuLKz%2Fuploads%2Fgit-blob-878b2b23018c64d2dbb8e6e0143fb6368b92b7bd%2Fimage%20(265).png?alt=media" alt="" width="563"><figcaption></figcaption></figure>

Other fields including Due Date, Assignee, Priority, and any custom fields — are not supported for display in the Slack ticket message block, even if they are included in the Create or Edit Ticket form. These fields can still be updated through the Edit Ticket action, but they will not appear in the Slack ticket message itself.

### Actions <a href="#actions-available-from-the-ticket-message-block" id="actions-available-from-the-ticket-message-block"></a>

***Unlink Ticket*** button: This button allows users to unlink a ticket from its associated request in the Request Channel. By default, it is visible only to responders in the channel. Check the option to display the `Unlink Ticket` button on the ticket message block.

**Permissions:** `All` or `Responder`.

1. `All` - Allows access to the `Unlink Ticket` button to both the requester and responder
2. `Responder` - Only agents/responders will be able to use the `Unlink Ticket` action to unlink tickets.

<figure><img src="https://3455705434-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE2O2wTaNovd6fXpEuLKz%2Fuploads%2Fgit-blob-890e3b955b42598dc313349c7453024b2beac16f%2Fimage%20(266).png?alt=media" alt="" width="563"><figcaption></figcaption></figure>

## 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**](https://web.clearfeed.app/objects/clickup)
2. Choose your **Message Sync Mode**
3. Select whether status updates are shared in the **Status Sync Mode** setting

<figure><img src="https://3455705434-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE2O2wTaNovd6fXpEuLKz%2Fuploads%2Fgit-blob-c2996d543493f878b16373c35633d7da7c10ce1c%2Fimage%20(18).png?alt=media" alt="" width="563"><figcaption></figcaption></figure>

**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

<figure><img src="https://3455705434-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE2O2wTaNovd6fXpEuLKz%2Fuploads%2Fgit-blob-ecaed206490a5205710505d1e1968573886b6987%2Fimage%20(9).gif?alt=media" alt="" width="563"><figcaption></figcaption></figure>

<details>

<summary>Message Sync Mode</summary>

Determines how messages are synced between Slack and ClickUp.

* **2-way sync between ClickUp and Slack thread:** Replies from Slack are posted on ClickUp and comments from ClickUp are synced to Slack.
  * **Only forward sync from Slack thread to ClickUp:** Replies from Slack are posted on ClickUp but comments from ClickUp are not posted back on Slack.
* **Only backward sync from ClickUp to Slack thread:** Only ClickUp comments are posted on Slack and replies from Slack do not go to ClickUp.
* **No sync between ClickUp and Slack thread:** No comments are synced from Slack or ClickUp.

</details>

<details>

<summary>Status Sync Mode</summary>

Determine whether status updates are shared on the request channel thread on Slack or not.

Updates are only delivered when the status is changed to "Solved" or moved to "Open" from "Solved"

* **Sync key status changes from ClickUp to Slack threads:** When a ticket is marked as **Solved** or moved back to **Open** from **Solved**, the update is automatically posted in the corresponding Slack thread. If you want to be notified about other status changes, please reach out to us to get this configured.
* **No sync of status changes from ClickUp to the Slack thread:** No status updates are synced to Slack.

</details>

{% hint style="info" %}
**Note:**

If you do not see the 'Sync Settings' for ClickUp in your ClearFeed account:

* Ensure that the ClickUp integration is enabled for your account.
* Verify that the person who authorized the ClickUp integration has admin privileges in ClickUp.
* Try reconnecting the ClickUp integration and make sure to grant all requested scopes/permissions during the authorization process.
* If you have many imported forms/lists, try selecting specific ones in your Collection's Ticketing Settings.
* If the issue persists after these steps, contact ClearFeed support for further assistance.
  {% endhint %}

### AI-Summarization Setting

You can access these settings on the **Settings** tab [here](https://web.clearfeed.app/objects/zendesk).

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.

<figure><img src="https://3455705434-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE2O2wTaNovd6fXpEuLKz%2Fuploads%2Fgit-blob-955d7c576f919c28b1ec987a6720aec3710112d0%2Fimage%20(38).png?alt=media" alt="" width="563"><figcaption></figcaption></figure>

### ClickUp Lists

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

{% content-ref url="clickup/forms" %}
[forms](https://docs.clearfeed.ai/clearfeed-help-center/integrations/clickup/forms)
{% endcontent-ref %}

#### 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.

<figure><img src="https://3455705434-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FE2O2wTaNovd6fXpEuLKz%2Fuploads%2Fgit-blob-6575d27ec32fa5b8f321872848291b4ef3f337af%2Fimage%20(211)%20(1).png?alt=media" alt="" width="515"><figcaption><p>Creating Tickets with multiple Lists</p></figcaption></figure>

## 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

{% content-ref url="../how-it-works/creating-or-linking-tasks" %}
[creating-or-linking-tasks](https://docs.clearfeed.ai/clearfeed-help-center/how-it-works/creating-or-linking-tasks)
{% endcontent-ref %}

## Reverse ClickUp Flow

Bring tasks created in ClickUp into Slack so your team can:

* See a new-task notification in a Slack channel.
* Reply in Slack and keep comments/status in sync with the ClickUp task.

### How it works

1. A ClickUp task is created.
2. A webhook notifies Slack (via a Slack Workflow).
3. The Slack Workflow posts a standardized message in a monitored channel (e.g., `Task 123456 needs attention`).
4. ClearFeed detects the message, links the task, and bi-directionally syncs comments and status between Slack and ClickUp.

### Setup Options

1. **Create a dedicated Slack channel** for ClickUp→Slack notifications (or reuse an existing one), and **monitor** it in ClearFeed.
2. **Create a Slack Workflow with a Webhook Trigger**
   * Open **Slack Workflow Builder**.
   * Create a new workflow.
   * **Trigger** → “Webhook.”
   * Add a variable called `task_id` (type: Text).
   * Add a step → “Send a message to a channel.”
   * Choose the monitored channel.
   * Message text must be **exactly**:

     ```
     Task ${task_id} needs attention
     ```
   * Publish the workflow.
   * Copy the **Web Request URL** that Slack gives you.
3. **Whitelist the Slack Webhook Workflow Bot**
   * Go to the following page →[ https://web.clearfeed.app/settings/additional-settings](https://web.clearfeed.app/settings/additional-settings)
   * Under Bot Whitelisting Preferences, select and add the bot with the same name as the webhook workflow created previously.
4. **Create a Webhook in ClickUp**
   * Go to [ClickUp’s Create Webhook API](https://developer.clickup.com/reference/createwebhook).
   * Create a webhook for the **taskCreated** event.
   * For the webhook’s **URL**, paste the Slack Workflow’s Web Request URL you copied earlier.
   * Done.

Now any new tasks in ClickUp will now trigger Slack messages like:\
`Task 123456 needs attention`\
ClearFeed detects that message and starts syncing the ClickUp task.

## 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.