Create Freshdesk Tickets using Emojis

To understand how to create a Freshdesk ticket via an emoji via ClearFeed, check out the below video:

Walkthrough of creating Freshdesk Tickets using an Emoji

How Emojis can be used to create Freshdesk tickets

Let us go through the flow of creating a Freshdesk Ticket from Slack using emojis with ClearFeed.

1. A customer conversation is created: When you get a message from a requester on a request channel about a new query, a request is created on ClearFeed.

2. Add an Emoji: You can convert this to a Freshdesk ticket by adding 🎟️ emoticon to the first channel message in the thread.

3. The entire thread gets synced to the ticketing platform ticket: All the messages in the thread (initial message, replies, and any attachments in these messages) are sent to Freshdesk.

4. Ticket confirmation message: ClearFeed will post a reply on the corresponding thread once a ticket is created. This message will include the following information:

   

   • Ticket ID

   • Ticket status

   • Title of the ticket along with the link to the ticket

5. Meta Tags added on Ticketing Platform - We also add the following information on the downstream ticket:

   • Labels - Clearfeed, Request Slack Channel Name

   • Slack Thread URL from which the ticket was created

6. Comments from the Ticketing Platform get posted on Slack: Any public comments and attachments sent from Freshdesk on the ticket get posted on the Slack thread. ClearFeed will post public comments from Freshdesk agents as a bot. This bot will display the agent's name and profile picture.

7. Messages from Slack get posted on the Ticketing Platform: Messages posted on the Slack thread will get posted on Freshdesk.

8. Sync with Triage Channel: All messages on the ticket and the request channel are also synced to the Slack thread on the triage channel. A part of the team can continue to work from the triage channel as well. All responses from the triage channel will be posted on the request channel and synced to the ticketing platform as well.

9. Ticket solve and other state changes: When the ticket status changes state on Freshdesk, ClearFeed syncs the status of the ticket, to the ticket message on the thread.

10. Automated State Transition: Ticket Status is updated when a non-responder posts a message in the thread. If the ticket is in pending/on-hold/solved status and if a customer replies to the ticket then the ticket status changes to open. If a ticket is moved to open after solving or re-opened again, a status update message will be sent on the ticket thread.

11. Reopen / Solve Tickets from Slack: Requestors or Responders can reopen the ticket from Slack if you find the issue persisting.

Filing Freshdesk tickets of different priorities using Emojis

You can directly file tickets of a desired priority using an emoji. This helps you and your customers raise urgent/high-priority requests in one click.

This feature is not supported via UI right now. Please contact us via Slack or email us at [e-mail] to get this enabled.

Emoji Priorities - These emojis will visually signify the urgency or importance of the ticket. The following emojis are specified for different priorities:

• 🟦 - Low Priority

• 🎟️: - Medium Priority (This remains unchanged from the default setup)

• 🟧 - High Priority

• 🟥 - Urgent Priority