Tickets

This section will cover how to use ClearFeed Ticketing on Slack

Enable Ticketing

For Internal Helpdesk Product Edition - ClearFeed ticketing is enabled for all Collections by default and cannot be changed.

To configure ticketing settings for a Collection:

1. Navigate to your desired Collection.

2. Go to Settings → Ticketing Settings.

3. Under Ticketing Integration, ensure ClearFeed is selected.

4. Choose the Trigger Mode:

   • Emoji Trigger: A ticket is created when a specific emoji is added to a message.

     • Select the emoji to be used (default: 🎫).

     • Choose who can trigger ticket creation:

       • All – The ticket is created when the emoji is added by either the requester or a responder.

       • Responder – Only emoji reactions from agents/responders will trigger ticket creation.

   • Automatic Trigger: A ticket is created automatically when a message meets predefined conditions—no emoji reaction is required.

5. Under Forms, specify whether:

   • All Forms should be shown while creating a ticket, or

   • Only Specific Forms should be shown.

Create Tickets

Manually using Emoji

• A conversation is initiated on the request channel.

• React to the first message on the thread using the 🎫 emoji.

• A ClearFeed ticket is created for the thread. The requester gets a ticket message on the Slack thread indicating ticket details.

Automatic Ticketing

• Every new conversation (Slack thread) that is initiated on the request channel gets converted into a ClearFeed ticket automatically.

• As soon as the ticket conversation occurs, ClearFeed posts a message on the Slack thread sharing the ticket details.

Creating Tickets with Forms

• 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.

Without inputs from the users, no ticket is created. To prevent missed requests, ClearFeed sends automated reminder messages nudging users to complete ticket creation. The default reminder delay is 60 minutes. To customize the delay or message, or to disable reminders, please contact ClearFeed Support.

Creating Tickets with Forms enabled

FAQs

1. Can a bot reaction trigger ticket creation in ClearFeed? Answer: Yes — if no user input is required, bot reactions can successfully trigger ticket creation.

2. What happens if bot reacts and the ticket form requires user input? Answer: In such cases, ClearFeed attempts to send an ephemeral message to the reacting user. Since bots cannot view ephemerals, the ticket filing fails silently.

3. How can I ensure bot-triggered tickets work? Answer: Make sure:

   1. The associated form requires no user input (i.e., all required fields have default values).

   2. Optionally, set a default requester email in the form to bypass missing user identity issues.

4. Do bot reactions work only for whitelisted bots? Answer: No — whitelisting is not required. Bot reactions are honored regardless of whitelist status.

5. Can I specify a form to use for bot-based ticket creation? Answer: No, the system uses the default form assigned to the collection.