ClickUp

This section will cover ClickUp <> ClearFeed integration

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

You would need Admin privileges in ClickUp to authorize the integration

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.

We currently support connecting a single ClickUp workspace with a ClearFeed account.

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)

How to use emoji reaction to manually create ClickUp tickets?

1. A conversation is initiated on the request channel.

2. React to the first message on the thread using the 🎟️ 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.

Automatic

How to convert threads into ClickUp tickets automatically?

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.

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

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.

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

Message Sync Mode

Determines how messages are synced between Slack and Zendesk.

• 2-way sync between Zendesk and Slack thread: Replies from Slack are posted on Zendesk and comments from Zendesk are synced to Slack.

  • Only forward sync from Slack thread to Zendesk: Replies from Slack are posted on Zendesk but comments from Zendesk are not posted back on Slack.

• Only backward sync from Zendesk to Slack thread: Only Zendesk comments are posted on Slack and replies from Slack do not go to Zendesk.

• No sync between Zendesk and Slack thread: No comments are synced from Slack or Zendesk.

Status Sync Mode

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 Zendesk to Slack thread: Whenever the ticket is "Solved" or moved to "Open" from "Solved - the updates are shared on Slack.

• No sync of status changes from Zendesk to the Slack thread: No status updates are synced to 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.

Lists

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.

Creating Tickets with multiple Lists

Escalating to ClickUp

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

Tasks

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.