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.

Creating Tickets with Forms enabled

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