Lists

Configuring Lists

Each ClickUp Form has two parts: when creating a ticket and when editing a ticket.

• Navigate to Forms on the ClearFeed web console -> click on Import from ClickUp.

• You should see your Lists in the following format: Space Name > List Name

Create Form

1. Title and Description are added to the Form by default. These are non-removable and pre-filled by ClearFeed. However, they can be hidden to prevent modification.

2. From the ClickUp Fields table (right-hand panel) - add the fields you want to be a part of the form.

3. Configure properties such as adding hint text, placeholder text, making fields optional, setting a default value, or hiding a field.

   • Learn more about field properties here.

   • Save your configuration.

Edit Form

If the Edit Form is enabled - users will see an Edit Ticket button when they create a ticket. You can provide requestors and responders the exclusive ability to modify fields after ticket creation.

Only the fields that are a part of the Edit form can be modified from the triage channel after a ticket is created.

1. Add fields from the ClickUp Fields table available on the right-hand side.

2. Configure properties such as making fields optional, setting a default value, or hiding a field.

   • Learn more about field properties here.

Ticket Creation Without a Form

• If all fields in a form are hidden, users can create tickets without completing the form.

• If all fields in a Form are set to be editable by only responders, requesters can create a ticket without filling out the form.

  • Note: Fields will have pre-filled or default values in both scenarios.

Field Properties

• Removing Fields: Remove fields from a Form using the Delete icon.

  • Note: Title and Description are non-removable in the Create Action form. However, they can be hidden to prevent modification.

• Reordering Fields: To customize the order of the fields, click and hold a field in the left column, then drag and drop it to your desired position in the sequence.

  • Note: Non-removable fields will always be on top, while hidden fields will automatically move to the bottom once the changes are saved.

• Non-responder Field Label: Determines the field name displayed to the requestors when they use the form.

  • If fields are hidden - this property is not relevant.

• Placeholder Text: Text inside the field before users enter their information.

• Hint Text: The hint text is shown below the field to guide users on what to enter. Think of this as the field description.

• Default Values: Adds default values to the fields. Default values automatically populate the corresponding ClickUp fields when a ticket is created.

  • Note: Default values cannot be entered for non-removable fields.

• Hidden Fields: To ensure specific fields are not modified during ticket creation, you can hide them from the Create Action Form.

  • Note: When hiding a field, you must assign it a default value.

• Permissions: Specify who must fill out a field when creating or editing a ticket using the Editable by column. Choose between All users or only Responders.

  • Note: Users with the required field permission must fill it out when creating a ticket on Slack.

• Required Field: Specify if the field is optional or mandatory when creating or editing a ticket in the Required field column.

Mapping Forms to Collection

All active ClickUp Lists (forms) are available for ticket creation by default in Collections with ClickUp Ticketing enabled.

• You can limit the available Forms for ticket creation by mapping specific Forms to a Collection.

How to map ClickUp Forms (Lists) to a Collection?

1. Navigate to Collections -> Settings.

2. Go to Ticketing Settings.

3. In the Forms Availability section, select the Specific Forms option.

4. From the available Forms, select the ones you'd like to associate with this Collection.

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.

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

1. Head over to the Forms 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.

   

Fields

• 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.

Actions

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.