Tickets

Enable Ticketing

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.