Edit Freshdesk Tickets from Triage Channels on Slack

You can manage Freshdesk tickets filed using ClearFeed directly from the Triage channel. This allows agents to view and edit the ticket's details, and directly solve them, all from a Triage.

Ticket Management

Ticket Management is disabled by default across triage channels.. Reach out to our support team at [e-mail] or connect with us directly on Slack or Intercom to enable this feature.

If this configuration is enabled in a Triage, converting a request into a ticket will modify its propagated message block on Triage. The original ClearFeed request properties and actions are replaced by those relevant to the ticketing integration, allowing for enhanced ticket management.

Originally propagated request message on Triage, before filing a ticket

Filing a ticket modifies the propagated message on Triage

Changes in the Triage Message Block

• ClearFeed ID is replaced with FreshDesk ticket ID.

• The request's Status, Agent, and Priority fields from ClearFeed are replaced by those from Freshdesk.

• All the Clearfeed buttons are replaced with Mark ticket as solved button respectively. This allows agents to resolve the ticket on Freshdesk, directly from Slack.

• The following action buttons relevant to requests will be removed: Take it ,Edit , Not a request and More actions

Pushing Private comments from Triage as Internal Comments on Freshdesk

Note - This can be enabled by going to Triage Settings. Learn how to enable the same here.

Private comments on Triage are added by using the 🔒emoji before starting a message. These messages stay internal to triage channels and are not propagated to request channels. But, there is a way to move these private comments on Slack to Freshdesk as an Internal Comment.

If you want to push Private comments from Freshdesk to the Clearfeed web app and Slack Triage channel, reach out to us at [e-mail] or connect with us directly on Slack

Some Important Points

Effect on Existing Messages: Enabling this configuration will not affect existing messages in the Triage. This will only apply to new messages post-switch.

Handling Multiple Tickets: Only the first converted ticket's details will be displayed in the propagated Triage message for requests generating multiple tickets.