Zendesk
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ClearFeed offers a highly configurable bi-directional integration with Zendesk, enabling agents and responders to work on synced tickets between Slack and Zendesk.
Before getting started, ensure that ClearFeed is integrated with Slack.
The ClearFeed user connecting to Zendesk should have an account on Zendesk and must be using the same email address on both platforms.
The integration can only be authorized by a Zendesk Admin.
On the ClearFeed web app, navigate to the Settings from the nav bar, and then open the Integrations section.
Next, click on the Connect button next to Zendesk. This will open a modal.
Input your Zendesk sub-domain in the modal and click on the Connect.
This will redirect you to Zendesk's sign-in page. Fill in your credentials and sign in.
After you sign in, you will be redirected to ClearFeed, and your integration will be completed.
After you have successfully integrated your Zendesk account with ClearFeed, it is time to set Zendesk as a Ticketing Integration for your Collection.
On the ClearFeed web application, open the Collection where you want to enable Ticketing
Click on Settings tab, and expand the Ticketing Settings section.
Enable the toggle, and choose the Zendesk as the Ticketing Integration.
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.
Ask for Requestor Email: Enable this checkbox to associate a separate requestor email for tickets initiated by responders.
Note: This feature is helpful for agents filing tickets on behalf of requestors (customers or internal users). It allows them to associate the ticket with the requestor's email address instead of their own.
Click on Save to save the integration successfully
ClearFeed can give you the ability to push private comments from the triage channel as Internal Comments on Zendesk. Learn how to enable the same here.
Once you create a Zendesk ticket from Slack, ClearFeed enables the following:
Replies on the Slack thread and the Zendesk ticket are synced bidirectionally.
The corresponding request channel thread on Slack now displays the Title, ID, URL, and Status of the Zendesk Ticket.
Status changes from Zendesk are reflected on Slack
We also support showing Zendesk Custom Statuses on Slack.
ClearFeed adds the following labels to the Zendesk ticket: slack-channel-name, clearfeed, name of the form used to create the ticket.
Public comments from the triage channel are also synced back to the Zendesk ticket.
Internal Comments from the Triage channel are synced back to the Zendesk ticket as Internal Notes.
Status change updates are posted on the thread when the Zendesk ticket is moved to Solved status.
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.
To configure common sync settings for all new tickets - follow the steps below:
Go to Forms on the web app and then go to Sync Settings
Choose your Message Sync Mode
Select whether status updates are shared in the Status Sync Mode setting
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
ClearFeed automatically transitions the Zendesk ticket's status to Pending/Open based on the nature of the requester's reply.
You can access these settings on the Settings tab here.
Re-Open Tickets on All Customer Messages
If toggled ON: Every customer message will re-open a ticket.
If toggled OFF: ClearFeed will not re-open tickets when customers express thanks or satisfaction but will re-open tickets on all other messages.
Mark Ticket Pending on Responder Reply
If Toggled ON: ClearFeed will move tickets to pending automatically on Responder replies. The only exceptions are when the Responder expresses thanks or makes a promise to act in the future.
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.
After the Support team resolves the issue and the ticket is transferred to another team or the conversation shifts to a different topic, it may be necessary to unlink the Zendesk ticket from the Slack thread. You can do this directly from Zendesk:
Open the Zendesk ticket that you want to stop syncing with Slack
Go to the Tags section
Add the following tag -> cf-disabled
This ticket will now stop syncing comments and status updates between Zendesk and Slack.
ClearFeed currently supports only specific Zendesk field types: text, Multi-line, Drop-down, Multi-select, Checkbox, Number, and Date. Additional field types will soon be supported.
Visit the Forms section to learn how to set up forms and utilize them for ticket creation.
Once the forms are set up, users will see a File Ticket button. Clicking this button will prompt users to complete ticket creation.
If multiple forms are set up, a drop-down will appear asking the user to choose which form to fill for the particular ticket.
You can solve Zendesk tickets from the request channel by clicking on the Mark As Solved button on the ticket details message.
This button can be configured to be accessed by everyone or only responders. If you want to configure the accessibility and visibility of this action, read about Screen Configuration for Zendesk to understand the detailed steps.
On Zendesk, you can configure the custom fields as Required to solve a ticket. This ensures certain fields are always updated before tickets are resolved (read more here).
If you have configured fields on Zendesk that are required before solving a ticket - ClearFeed will display these fields in a Solve ticket dialog box when you try to solve a ticket in which such mandatory fields are associated.
Note: This dialog box will only show the ClearFeed-supported Zendesk field types (Text, Multi-line, Drop-down, Multi-select, Checkbox, Number, and Date).
If any other field types are required to solve the ticket - we will show an error message stating the field names. These fields can be updated from Zendesk to solve the ticket.
You can manage Zendesk tickets filed using ClearFeed directly from a Triage channel. This allows agents to view and edit the ticket's details, and directly solve them, all from a Triage.
Learn more about this here.
Work on Zendesk Tickets created from other channels (eg. email, help centre, chat) from Slack using ClearFeed's Reverse Zendesk flow.
Zendesk tickets that are started outside of Slack (via email or help centre) can be brought to Slack
ClearFeed would enable bi-directional sync of comments and status ensuring that the support team can remain on Slack first
Agents can respond to these tickets from Slack. They can also edit the ticket properties from the triage channel
If a Form has been used in Zendesk while creating the ticket - you can also choose to import that form in ClearFeed to display its values in Slack
Create a dedicated Slack channel (or reuse where the Zendesk ticket notifications would arrive. Also, monitor this channel using ClearFeed (learn how to monitor a channel)
Create a new Slack Webhook Workflow
Go to Slack Workflow Builder
Create a workflow and start the workflow from a webhook
Configure the variables ticket_id and ticket_url
As a next step, select Send Messages to a channel
Select the channel that we configured in Step 1.
Add the message exactly as follows: Ticket #ticket_id needs attention
Finish and publish the workflow
Copy the Web Request URL from the webhook workflow step once published.
Now go to Zendesk Admin Center → Webhooks and Create a New Zendesk Webhook as shown below
The endpoint URL should be the same as the Web request URL copied from Slack in the previous step
Create a new Zendesk Trigger: Go to Zendesk Admin Center → Business Rules → Triggers and Create a new Zendesk trigger with the following conditions:
In the Actions section, choose Notify by > Active webhook and point to the Slack Webhook Web Request URL.
The request body can be customized based on the variables set up in the Slack Webhook Workflow
Whitelist the Slack Webhook Workflow Bot: Go to the following page → https://web.clearfeed.app/settings/additional-settings and under Bot Whitelisting Preferences, select and add the bot with the same name as the webhook workflow created previously.
Start a ticket directly from Zendesk or via email (to the Zendesk support group)
Notice how the ticket comes as a notification into Slack in the monitored channel
ClearFeed replies to the notification with ticket sync details
Reply to the Slack thread and observe how the comments get synced back to Zendesk and vice-versa.
What happens if a requestor tries to change the sync settings from the request channel?
Ans: If a requestor tries to modify any of the sync settings from Slack, they see an error that points out that this setting is only accessible by responders.
