For Integrations

Learn how to effectively utilize the triage channel to manage tickets created in external systems like Zendesk and Freshdesk

External Tickets

Learn how the triage channel's behaviour changes when tickets are created to external systems. This is applicable for both customer support and internal support use cases.

Note: Currently, this feature is available only for Zendesk and Freshdesk integrations. If you require support for other integrations, contact us via Slack or at [e-mail].

Key functionalities of the triage channel for integrations

• Serves as a single source of truth for consolidating tickets created using different methods.

• Internal teams can respond from the triage channel - the replies get synced to the original ticket thread on Slack and also to the ticketing system.

• Zendesk and Freshdesk ticket properties can also be modified directly using the triage channel.

• Internal comments can get posted as internal notes/private notes on Zendesk/Freshdesk.

External Ticket Management

Whenever a Zendesk/Freshdesk ticket is created - it is directed to the Triage channel of the respective Collection as shown below.

Zendesk tickets getting synced to triage channel

• Replies from the triage channel are synced to the external ticket and vice-versa.

• The Zendesk/Freshdesk ticket ID and URL are visible on the triage channel block for easy access.

• The Edit Zendesk/Freshdesk Ticket button lets you manage the external ticket properties defined in the Form's Edit Ticket section used to create the ticket.

  • Read more about managing the edit ticket form: for Zendesk ticketing, for Freshdesk ticketing.

• Use internal comments (prefix messages with 🔒emoji) to collaborate internally.

  • Optionally, you can also send these internal comments to Zendesk (as internal notes) and Freshdesk (as private notes).

  • Learn how to enable this setting here.

• Mark ticket as Solved button allows users to resolve the external ticket.

• View Form button lets responders view the form filled out by requestors when creating a ticket.

Lifecycle of a Zendesk ticket on triage channel

Triage Channel properties

Internal Comments

Using Internal comments from triage channel in Integrations Product Edition

• ClearFeed allows private conversations between agents on tickets using the 🔒emoji.
• Messages (and any attachments) prefixed with the 🔒emoji stay hidden from the requestor.
• You can also share these internal comments as private notes to the external ticketing system as shown below.

Internal comment from triage channel synced as private note on Freshdesk

Auto-assignment on Zendesk

If a request is auto-assigned to an agent on ClearFeed, its corresponding ticket will be assigned to the same agent on Zendesk, assuming they have an admin/agent account there.

Note:

1. Auto-Assign must be enabled in the relevant Collection.

2. If the ticket is already assigned to some agent on Zendesk, this will not work.