Task & Ticketing Systems

This section will cover selecting the correct configuration of the Integration in ClearFeed

How ClearFeed Works with Task & Ticketing Integrations?

ClearFeed supports integrations with below Task Management and Ticketing tools:

• Zendesk

• Freshdesk

• Intercom

• JIRA Service Management

• Salesforce

• Jira

• Linear

• Asana

• ClickUp

• HubSpot

• GitHub

Some tools, like Jira, Linear and ClickUp serve as both Task Management & Ticketing System, depending on how your team operates and how you have configured it.

Selecting the correct configuration in ClearFeed ensures that SLAs and response times are handled correctly.

Use Case	Configure as a Task Management System	Configure as a Ticketing System
Tracking internal tasks, projects, or team workflows	✅ Yes	❌ No
Managing customer support or IT service requests	❌ No	✅ Yes
Measuring SLA compliance and response times	❌ No	✅ Yes
Assigning work internally without affecting SLA tracking	✅ Yes	❌ No
Pausing SLA timers when an issue is escalated externally	❌ No	✅ Yes

How to use Integrations with ClearFeed?

💡 Choosing the correct mode ensures that ClearFeed behaves correctly in your workflow!

ClearFeed provides two models for working with task/ticketing systems:

1. Directly Creating Tickets/Tasks in the Integrated System

   • Requests in ClearFeed are immediately converted into tasks/tickets in the external system.

   • ClearFeed does not track service metrics such as SLA compliance or time spent.

   • Best suited when your team primarily works in the external system and does not need ClearFeed for request tracking.

   • Read more about Ticketing.

2. Creating Tasks in External System

   • Requests remain in ClearFeed until an agent decides to push them externally.

   • How to push requests manually:

     • Option 1: Use the "More Actions" menu in Triage to create a ticket/task in the external system.

     • Option 2: Use an emoji reaction in the Request Channel to trigger task creation.

   • This approach allows ClearFeed to track SLAs and time spent even after sending the request to an external system.

   • Read more about Creating Task.

If you rely on SLA tracking, choose option #2 and only create external tasks/tickets when needed.