Screens for ClearFeed Tickets

This section will cover details on the configuration of ClearFeed ticketing screens

What are screen configuration options?

Upon converting requests into ClearFeed tickets, the ticket details are relayed back to the requester on the request channel. This information is presented within a designated ticket message block.

The screens section empowers you to modify and configure how this ticket message is presented to the requester. This encompasses the ability to show or hide ticket fields and manage access to the ticket resolution button.

Enabling ClearFeed Ticketing is mandatory to share the ticket details with the requester. Learn more on how to enable ticketing here.

Accessing screen configuration options

To configure the ticket message for ClearFeed ticketing, follow the steps given below:

  1. Head over to the Objects section on the ClearFeed web application ->

  2. Under the ticketing drop-down, select ClearFeed Ticketing.

  3. Select Screens from the tabs mentioned under ClearFeed Ticketing.

Screen configuration options for ClearFeed ticketing

The screen configuration options allow users to configure the ticket message block that is displayed to the requesters. The following options are available for configuration:

  • Fields: The following fields can be chosen to be shown on the ticket message block.

    • Assignee - You can choose to show the name of the Assignee of the ClearFeed ticket on the request channel.

    • Priority - The priority of the ticket can be shown to the requester using this field. The priority of the ticket can be as follows: Urgent, High, Medium, Low.

    • Status - By default, the Status of the ticket is always shown to the requester. This cannot be configured to be hidden. The following statuses are shown to the requester: Open, In Progress, On Hold, Pending, Solved, Closed.

  • Actions:

    1. Mark As Solved button: You can choose to expose the Mark as Solved button which allows responders/requesters to solve a ticket right from the request channel.

      • Check the option to display the Mark as Solved button on the ticket message block.

        • Permissions: All or Responder.

          • All - Allows access to the Mark as Solved button to both the requester and responder

          • Responder - Only agents/responders will be able to use the Mark as Solved action to resolve tickets.

    2. Edit Ticket button: The Edit ticket button will be present on the ticket message by default whenever the Edit action Form is enabled.

      • Disabling a Parent Form (or its underlying Edit action form) will disable the editing feature for existing tickets created using it and the Edit Ticket button will be hidden from all new tickets created using the Form.

    3. View Form button: Allows the users to see fields and their values from the Form used during ticket creation.

      • Permissions: All or Responder

      • Note: When permission is set to All - the requesters will be able to see the fields exposed to them during ticket creation. Fields with Form level permission set to "Responders" will not be visible to all users in the View Form.

Example of how the ticket message block looks after screen configuration

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