How does ClearFeed work with Integrations?

There are two ways of using integrations with ClearFeed:

1. Converting a ClearFeed request into a ticket

2. Filing a task on an external system against a ClearFeed request

Converting a request into a ticket

What is a ticket?

You can convert a request on ClearFeed into a ticket in an external ticketing system. The ticket construct on ClearFeed is designed to give a shared understanding of the current status of a request initiated by the customer and give a reference ID for both customers and responders to refer to. Tickets are public and are visible to the end customers on the Slack request thread.

It is advisable to create a ticket if the request is taking more than a few hours to solve, or if it becomes important to give customers visibility of the status and progress of the request. It is not advisable to create tickets against every request. This disrupts the flow of the conversation.

Currently, we support the following integrations as external ticketing systems:

1. Zendesk

2. Freshdesk

3. Intercom

4. Salesforce Service Cloud

5. Jira Service Management

6. Hubspot

7. Jira

8. Linear

We keep adding support platforms to our list of integrations. If your platform is not supported in the list, please write to us on [e-mail].

Filing issues to external systems

ClearFeed allows you to file issues or tasks for downstream systems against an existing request or ticket on ClearFeed. This helps support teams track tasks on which they are dependent on downstream teams and close the loop with the customer when the downstream tasks are solved.

Filing issues from Request Channel

If you responding to requests from request channels, then follow these steps:

• Click on 3-dots on the request

• Click on ClearFeed Actions

• Choose between creating a task or linking to an existing task

  • Note: Check the specific integration pages to review the supported actions

• Select the messages that you want to pass over to the downstream system

• Fill up the rest of the fields

  • Note: Standard fields are supported in each integration. Read the specific integration pages for more details.

• Select if you want to post the task ID in the channel (Recommended to unselect)

• Click on Submit to fill up the form

• You will get a confirmation that a task has been created

Filing issues from Triage Channel

If you responding to requests from triage channels, then follow these steps:

• Click on "More Actions" on the request in the triage channel

• Choose between creating a task or linking to an existing task

  • Note: Check the specific integration pages to review the supported actions

• Click on Submit to fill up the form

• Select if you want to post the task ID in the channel (Recommended to unselect)

• Fill up the rest of the fields

  • Note: Standard fields are supported in each integration. Read the specific integration pages for more details.

• Select the messages that you want to pass over to the downstream system

• Select if you want to post the task ID in the channel (Recommended to unselect)

• Click on Submit to fill up the form

• You will get a confirmation that a task has been created

• It will be posted on the slack thread on the triage channel that the request has been posted

Currently, we support the following integrations as downstream systems for filing issues ClearFeed:

1. JIRA

2. Linear

3. Github

We keep adding support platforms to our list of integrations. If your platform is not supported in the list, please write an email to [e-mail].

Difference between the above actions

Filing a Ticket

Filing to external system

Converted tickets are a public construct. These tickets are assigned unique IDs that are shared with customers, allowing them to monitor the status and progress of their requests. For these tickets, ClearFeed facilitates direct communication between the customers and the agents on Slack or on external ticketing systems that are integrated via ClearFeed. For converted tickets, ClearFeed facilitates direct communication between customers and agents working either from Slack or an external ticketing system integrated via ClearFeed.

Filing to external systems is designed to support internal coordination or logging. You have a request or ticket on ClearFeed against which you want to create a task for the downstream engineering team that uses JIRA, Zendesk or Github. You want to be notified if the task gets completed so that you can close the loop with the customer. However, you don't want the engineering discussions, status, and communication to be exposed to customer. In this case, the JIRA issue is an internal task created for the engineering team. You want to track specific requests (eg. bug, feature request) on an external tool (eg. CRM) and want to use ClearFeed's Slack integration to log these requests.