Jira Service Management

This section will cover ClearFeed<>JSM Integration

ClearFeed has a robust integration with Atlassian allowing agents and responders to file bi-directionally synced JSM tickets from Slack.

Integrate Atlassian

• ClearFeed is available on the Atlassian marketplace and can be installed directly from the app store.

• Only Site Admins on Atlassian can integrate with ClearFeed. Please make sure you have the required authorization.

• Once your Atlassian account is integrated with ClearFeed, your Jira projects will be accessible without any additional steps.

• On the ClearFeed web app, navigate to the Settings from the nav-bar, and then open the Integrations section.

• Click the Connect button next to Atlassian, sign in with your credentials, and you'll be taken to the Atlassian marketplace.

• Search for ClearFeed by clicking Find new apps, then click on the ClearFeed card in the search results.

• Click Get App and confirm by selecting Get it now to add ClearFeed to your Atlassian account. A success message will appear at the bottom right.

• Click Configure from the success toast or go to Manage app > User-installed apps > Configure.

• After signing in to ClearFeed, click Finish installation to complete the process and connect your Atlassian account.

Enable Ticketing

1. On the ClearFeed web application, open the Collection where you want to enable Ticketing

2. Click on Settings tab, and expand the Ticketing Settings section.

3. Enable the toggle, and choose the JSM as the Ticketing Integration.

4. Choose the Trigger Mode: Emoji (Manual) or Automatic

   • Emoji: Create tickets when the configured emoji is used on a message.

   • Automatic: Create tickets for all new messages on a channel.

5. Requestor Email: Enable this checkbox if you want to enter your customer/user's email when an agent is creating a ticket on their behalf.

6. Click the ⚙️ icon to select the Project(s) and Issue Type(s):

   1. Select the projects that should be shown to the user

   2. Select the issue type(s) available for ticket creation under each project

JSM Ticketing Settings

Advanced JSM Ticketing Settings

Functionalities

• Replies on the Slack thread and the JSM ticket are synced bidirectionally.

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

• Status changes from JSM are reflected on Slack.

• ClearFeed adds the following labels to the JSM ticket: slack-channel-name, clearfeed.

• Public comments from the triage channel are also synced back to the JSM ticket.

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

Sync Settings

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.